Next week I get to visit the FedEx Center is Dallas to discuss the topic with Sheila Harrell, Vice President Customer Service Operations.
It's bound to be a lively discussion since Ms. Harrell was the winner of the 2008 Customer Service Executive of the Year award. It was presented by The Customer Service Institute of America (CSIA), which provides organizations with education, certification and recognition in the field of customer service.
I'm looking forward to signing my book, The Ultimate Online Customer Service Guide and meeting the customer service crew at Federal Express. It's going to be an eye opening experience - for all of us!