A Visit from St. Nicholas, the patron Saint of Customer Service Reps

'Twas the day before Christmas, and in the call center,
The queue was filled with ranters and venters; 
As each call was completed another was there,
No time for after call work, comment fields were left bare;
The supervisors were huddled away in their cubes, 
Trying to finish the year-end reviews;
The coaches donned their headsets, jacked in with a snap,
Settled in with observation forms on which to map,
Each bit of the call from greeting through all the chatter; 
Did the rep's questions get to the heart of the matter?
Was the customer offered a coupon or code
For free shipping or replacement of product owed?
The feedback was scrawled on the forms white as snow, 
Because thorough documentation is critical, we know;
When what, to the Team's bloodshot eyes should appear,
But that consultant the manager hired early that year;
Being so close to Christmas our minds played a trick, 
Because for the life of us he looked like St. Nick;
More rapid than eagles, his responses came, 
As he picked up each incoming call and by name,
Responded to each consumer and their question or concern,
Whether they be quite happy or in a slow burn;
As we watched the Symon board, way up high on the wall, 
The call volume dropped away, dropped away 'til not one call
Was waiting so each rep was able to sit back and sigh,
Stretch, yawn, stand up and wonder just why
This person with no training on the products we sell
Was able to handle each contact so well;
Then, in a twinkling, we realized the reason,
And that is had nothing to do with the Season;
We pulled close our chairs and gathered around,
To listen to this fellow share the secrets he’d found;
He was dressed in business casual, from his head to his toes,
With a reindeer lapel pin with a flashing red nose;
A worn leather briefcase was slung over one shoulder,
He looked like every businessman, though perhaps a bit older;
His eyes, they did twinkle! His dimples were merry!
His cheeks were quite rosy, nose red like a cherry!
Why he looked so flushed we wanted to know,
Then we remembered he’d just walked in from the snow;
He said to the quality coaches, “Please do me a favor,
Instead of checking off boxes, find the pivotal behavior;
It takes each interaction from Okay to fantastic,
So that feedback is no longer reason for panic”;
To the reps he offered his Interaction Strategy,
Guaranteed to prevent calls from turning to tragedy;
A wink of his eye and a twist of his head,
And we all knew we had nothing to dread;
He’d given us tangible tools we just knew would work,
On every single caller, even those who were jerks;
Then laying his finger on the magic button for the center,
He redirected all calls to the overflow vendor;
Then he sprang to the door, to the team gave a whistle,
And everyone flew to their cars like a missile;
We heard him exclaim, ‘ere we drove from the parking lot,
“Happy Christmas to All, Hey, don’t forget to aux out!”

This is a little gift for you; a wonderful, original arrangement of 'Let It Snow', performed by my talented friend Tim Hendrick.  I wish you and your loved ones a Joyous Holiday!