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August 19 - Make sure representatives know they are empowered to take ownership of their calls by listening to the customers and taking care of their needs. QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life written by John Miller teaches that when something goes wrong, you do not blame someone else for the problem. The contact center representatives should look at the problem and ask themselves, “What can I do to handle this issue?” When the agents take ownership of the problems, the customers feel like the representatives truly care about their problems. This builds confidence with the customers that your company is ready and able to meet their needs. Note: This week's tip is provided by Debbie Short of Cokesbury, retail division of The United Methodist Publishing House. She can be reached at firstname.lastname@example.org.