I once asked a manager why he was so calm with so many problems that needed fixing. He told me that he had served in the military. What he had to deal with then was a matter of life or death. Now, he didn’t have that kind of pressure. His challenges were frustrating for sure, but solvable. I really admired his strength, but I also wondered if he had spent time in his customer service department recently. To the CSRs it was a war zone full of combative customers, high call volumes and ever-changing rules. The department needed a morale boost and a strategy to go from being reactionary to ready. To read the complete article go to http://www.managingamericans.com/BlogFeed/Customer-Service/Customer-Service-that-is-Ready-Willing-and-Able.htm