Nov 8, 2017

Recorded at CCW, Deb Alvord joins us and shares that her career began on the floor as an agent with American Airlines working her way up to Training then Quality to a Supervisor role…and then to a Supervisory role over agents. Deb notes that many conversations are very similar to the one’s she had on the front lines back in the day as the customer just wanted and still does just want help. She did and still does truly love the job. Once in management, her focused moved to how to take care of the employee. Her goal was and still is to give them the tools to be successful. Her approach was and is to ensure that the employee has the knowledge base, training or support that they need. The employee became her customer as in her mind the agents are her customers.