Shane Smith

How to Run an Good Staff Meeting (without wasting everyone’s time)

How to Run A Good Staff Meeting (without wasting everyone’s time) Do you or your team spend countless hours preparing for weekly staff meetings? Does taking notes feel like a punishment? Is follow-up a joke? If administrative tasks feel like a full-time job, this video is for you. Meetings are vital, but so is time. I’ll introduce you to a lightweight staff meeting format (perfect for VPs, Directors, and Managers) that won’t require hours of preparation or admin work each week.  Stop wasting time AND run a good meeting! 📥 Download the Free Meeting Agenda Template Here! —– Over 20 years of leading award-winning Support organizations: 📚 Broke every rule in the book🔄 Made almost every mistake📘 Learned from most of them🎥 Sharing lessons so you don’t have to repeat them! 🌟 Stay Connected: 🔔 Subscribe to our YouTube channel for more insights and tips:🔗 Follow on LinkedIn for professional updates and advice:📸 Follow on Instagram for behind-the-scenes and more:🌐 Learn more about our work:📧 For business inquiries, contact me at:

Shane Smith

5 Life Lessons I Learned Working and Leading Customer Service Organizations

5 Lessons I Learned Leading Customer Service Organizations Feeling like a punching bag?Struggling to stay positive at work?Is customer service a dead-end job?New to customer service and freaking out? This video spills the beans on how to survive and thrive in Customer Support and Service. Stop the struggle and start winning. Watch now and Be Excellent to Your Customers (and Yourself!)

Shane Smith

Customer Escalations? Breakthrough Your Backlog!

Customer Escalations? Breakthrough Your Backlog! THE PRO TIP for Customer Escalationsand Customer Backlog Management.And… It has a name. YES. It really is just that easy. PS – To my fellow Support & Service consultants – sorry I gave away the secret sauce.

Shane Smith

Customer Escalations – A Management “Active Listening” Hack

Customer Escalations – A Management “Active Listening” Hack Less is more! When it comes to managing and leading Customer Escalations, there can be a delicate balance between not knowing enough and knowing too much. If you are a Customer Service or Support leader, this counterintuitive trick has been a godsend to me over the past 20 years.

Shane Smith

Support -> Customer Satisfaction Hack

Customer Support CSAT Hack You’ve heard of “The Peak-End Rule”But do you apply it? This is a positively impactful trick/add to the back of Support’s Case Resolution Process.  PS – Sometimes, staff hesitate to adopt this (in case the customer has more questions.) Rarely, happens. Give it a go and see for yourself. —Hello – I’m Shane. Propel Growth and Perfect Your CX: Unlock Growth and Retention with Customer Experience Excellence! DM me to know more!

Shane Smith

How To Take Control Of Your Support Backlog and Escalations

How To Take Control Of Your Support Backlog and Escalations “I need more headcount!!!!”– No If you are a Customer Support or Service leader, you already know how constrained things are and how frustrating it is.  One (almost) step forward, then another escalation comes in – or three more. There is a way to get off the hamster wheel of reactionary management, but it is a three-step process.  Here is the framework I have used and others have used with me to approve the “I need more people” request.

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