Interview with a Customer Service Consultant

Share This Post

Katie Kelly is a B2B Marketing Consultant with 15 years experience and founder of No Wanky Bollocks.

Tracy Macey is a contact center/customer service consultant offering real, practical answers to age old problems of disengaged teams, inefficient processes and poor contact center/customer service performance – no wanky bollocks just straight talking, honest and useful insight.

1. Biggest mistake of your career & how you fixed it?

Hmm… probably the biggest mistake I’ve made in the past is to use myself as a reference point when dealing with other people, big mistake. I’ve made a career out of helping other people not make the same mistakes but it’s so easy to assume that other people want the same things, are motivated by the same things and feel rewarded by the same things. If you take that viewpoint into a management role you’re in for a bumpy ride.

2. A lightbulb moment

I can’t remember when this moment of clarity came about, but everything still pointed in the right direction so it must have been quite a few years ago. The moment I realised that it’s ok to make a mistake – as long as you learn from it, make sure it never happens again and that you own it. Owning one’s mistakes it’s quite empowering – it earns trust (as long as you aren’t a complete imbecile) because the boss knows that if you cocked up you’re going to tell them before they find out from anyone else and that because you owned it you’ll have already taken steps to put it right. NEVER blame anyone else – nobody likes those greased shoulders…

Owning one’s mistakes it’s quite empowering. It earns trust (as long as you aren’t a complete imbecile) because the boss knows that if you cocked up you’re going to tell them before they find out from anyone else and that because you owned it you’ll have already taken steps to put it right. NEVER blame anyone else – nobody likes those greased shoulders.

3. Tip for tomorrow

Take the time to know your values – get help if you’re not sure what you’re all about and never compromise them. If you stay true to your values and work for a company that is a good match you’ll do well.

Want to help stop Wanky Bollocks in business?

Support the movement by following NWB on Twitter and encourage any other honest, straight talkers who might be interested in following or contributing to NWB to get in touch: [email protected].

LEAVE A REPLY

Please enter your comment!
Please enter your name here

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Related Posts

DEI is treated as a trend

I said something in a fit of frustration that’s been rolling around in my mind ever since: DEI was made for us, but it's killing us.

Millionaire influencers were selling spades in the gold rush

I should have tried to educate more people about agenda, marketing and seeing through it all to what lies beneath. To make up your own mind.

Losing your life savings and where it can lead you

Immediately after my MBA at Manchester Business School, I joined a tech startup as an investor employee, investing £50k into the business.

Beware of the alpha male

Biggest fuck up? In summer of 2016, we were all...

Letting your emotions hold you back

The constant frustration that I wasn’t offered the tasks I felt best suited to. Despite being in the company for years, I felt like I was on the outside.

Troublesome hiring, missed Amazon shares, and how to improve your judgment

The most important thing for success is good judgment. But there are very few rules, or best practices, around improving your judgment.