When I graduated from college with a business degree, my plan was to make a career in the financial services and banking industry. As a student, I had entry level jobs at two different banks in their treasury departments and it seemed to me like that was the ideal path to follow.
Last year, a very interesting book fell in my hands. It is called ‘Lipstick on a Pig’ by Victoria C. Clarke. I really enjoyed it, and while the book has nothing to do with Customer Care or Call Centers, I could not but think about those moments in my own career in which there was simply no way to spin a bad situation around, and the only smart thing to do was to be straight forward, own it, and resolve it.