5 Ways to Offer Awesome Customer Support

5 Ways to Offer Awesome Customer Support

Early this week, I had two back-to-back customer support experiences that really turned my head. My wife and I recently relocated, and in the process, changed banks from a larger super bank to a smaller credit union. Our mortgages were also sold from one bank to another. We have two mortgaged properties: our home in Utah and a rental in Virginia. Coincidentally, both mortgages were sold to the same mortgage servicer. Perfect storm. I’ll spare you the details and just say that in trying to bring order to all of this and … you know… pay people money , I called the mortgage servicer and my own credit union and had two laughable customer service experiences: Mortgage Lender The two mortgages are serviced on two completely different sites

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4 Reasons to Challenge Your Organization’s Culture and Dynamics

4 Reasons to Challenge Your Organization’s Culture and Dynamics

Have you ever been in a conversation when you found yourself limited by your organization’s structure, dynamics, or culture? Take heart. It’s a completely normal phenomenon, but that doesn’t mean you shouldn’t push back. In fact, it’s imperative that you do. Here are four reasons why: 1. Show that you have something to contribute Followers are many, but leaders are few. Organizations are hungry for people who will lead them into the future, but your great ideas won’t help you unless you verbalize them.

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Leaving Rosetta Stone – My top 7 lessons learned

Leaving Rosetta Stone – My top 7 lessons learned

So … I’m leaving Rosetta Stone. Tomorrow is my last day. It has been an incredible 7 and a half years. I’m moving to Utah, my home state, and will be working as a Senior Product Manager for the Missionary Department of the LDS Church. It will be an interesting shift from project management to product management, but I am very excited about this opportunity! Project Managers make it a practice to gather lessons learned after each project. Here are my top lessons learned during my tenure at Rosetta Stone.

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The Fundamental Skills No PM Can Ignore

The Fundamental Skills No PM Can Ignore

Finding great new opportunities for project management work has been tough for a while. With a reduction in roles and a shift towards finding someone who has it all, you can be forgiven for a feeling a little frustrated at how to change this status quo.  Perhaps it is time to look beyond your PM ability and take a look at another set of skills that PMs should pay attention to – skills that are utilised first at an interview and then beyond in the workplace. Organisations are looking beyond the project management experience and intelligence you have – your competition for opportunities are becoming knowledgeable in areas that are highly sought after – yet rarely taught. So what are these additional skills a project manager needs? Business skills, or ‘soft skills’, are now the biggest differentiator when it comes to recruitment – skills that are so crucial that no prospective (or self-respecting) project manager can afford to ignore if they are to maximise their opportunities. Business skills start to manifest themselves early on in the recruitment process, especially when preparing for an interview. Chances are you have already been selected for an interview because your previous skills and experience look like a good fit for the organisation

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Rosetta Stone Project Management Community of Practice

Rosetta Stone Project Management Community of Practice

Did you know that Rosetta Stone has an internal Project Management Community of Practice? All Rosetta Stone employees interested in the discipline of project management and how it is applied within Rosetta Stone to achieve business value are welcome to attend. For more information, contact me! For those of you who work in other organizations, sharing information about project management or any other discipline can be easy and fun. We just picked the 5 most relevant topics, picked speakers to present them, picked dates to conduct each session, and then published the list of sessions. So far, we have had 2 of the 5 sessions planned for 2013. If you’re a PM and want an idea of what a community of practice could look like, here is our list of topics and the dates we’re conducting these sessions: Portfolio Management and Corporate Strategy Thursday, February 7 th , 12:10-1:00 pm EST An introduction to portfolio management, highlighting the current project intake and prioritization process. Measuring value and success through post-implementation reviews to guide in the selection of future projects.

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