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057: Jeremy Watkin: I made sure they knew they were wrong

//057: Jeremy Watkin: I made sure they knew they were wrong

057: Jeremy Watkin: I made sure they knew they were wrong

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Jeremy Watkin Show Notes

Jeremy Watkin threw his phone when a customer yelled at him. He argued with customers and would shoot out angry emails. Jeremy’s antics were entertaining to folks in the contact center. But Jeremy finally realized something that changed his outlook and life. Listen to Jeremy tell his story of how he got over the hump and became an industry influencer.

Jeremy was born in Grangeville, Idaho. He moved around a few times before settling down in the city of Rancho Cucamonga, California where he spent the bulk of his childhood. Jeremy has always excelled as a musician, playing trumpet in marching and jazz band through high school. He’s active in leading music at his church as a singer and guitar player and has picked up piano, banjo, and ukulele in more recent years.

Upon finishing college, Jeremy went to work as a customer service representative for webhost and domain registration company TierraNet and worked his way into a management position before joining Phone.com full time as the director of customer service in 2012.

Having come from three generations of pastors, Jeremy often refers to the ministry as the family business— and while he didn’t follow in his father’s footsteps, he credits the wealth of experience learning to work with a variety of different people as a key reason he has excelled in customer service.

In August 2015, Jeremy left sunny San Diego and moved with his wife and three young boys to Eugene, Oregon to work as the Head of Quality at FCR, the most respected outsourcer.

If you know nothing else about Jeremy, his two most important goals in life are to stay in love with Alicia, his wife of nearly 15 years, and to make sure his three boys always know just how unique and special they are.

Jeremy frequently writes about his journey toward being better at customer service and life at CommunicateBetterBlog.com. Having completed seven full marathons and more than a dozen half marathons, Jeremy gains much of his insight about serving others while running.

Tweetable Quotes and Mentions

Listen to @jtwatkin and get over the hump on the @FastLeaderShow Click to Tweet 

“I understand the time it takes to help someone know that they are unique.” -Jeremy Watkin Click to Tweet

“If I spend the time to think about things…I communicate much better.” -Jeremy Watkin Click to Tweet 

“Through networking, I really have the opportunity to do what I do better.” -Jeremy Watkin Click to Tweet 

“I have an impact on people who are serving (our customers).” -Jeremy Watkin Click to Tweet 

“The way I treat them has a direct impact on how they treat…our customers.” -Jeremy Watkin Click to Tweet 

“Before I knew what Emotional Intelligence was, I could fire back angry emails.” -Jeremy Watkin Click to Tweet 

“Serving others, it’s not glamorous, it’s hard work.” -Jeremy Watkin Click to Tweet 

“Serving others is a noble career.” -Jeremy Watkin Click to Tweet 

“Serving others…you can really make a difference in the lives of others.” -Jeremy Watkin Click to Tweet 

“I’m in this line of work and I can make a difference.” -Jeremy Watkin Click to Tweet 

“I can make a difference in the lives of people here.” -Jeremy Watkin Click to Tweet 

“Make their day better than it was when they started the interaction.” -Jeremy Watkin Click to Tweet

“I call empathy a superpower.” -Jeremy Watkin Click to Tweet 

“The real benefit of social media is…sharing thought leadership.” -Jeremy Watkin Click to Tweet 

“The real benefit of social media is…learning from thought leaders.” -Jeremy Watkin Click to Tweet 

“The real benefit of social media is…meeting new people.” -Jeremy Watkin Click to Tweet 

“The ability to recognize the emotions of others helps me be an expert at relationships.” -Jeremy Watkin Click to Tweet 

“When you can build a bridge with someone…you can work together to solve a problem.” -Jeremy Watkin Click to Tweet 

“Don’t treat people like numbers, treat them like people.” -Jeremy Watkin Click to Tweet 

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Hump to Get Over

Jeremy Watkin threw his phone when a customer yelled at him. He argued with customers and would shoot out angry emails. Jeremy’s antics were entertaining to folks in the contact center. But Jeremy finally realized something that changed his outlook and life. Listen to Jeremy tell his story of how he got over the hump and became an industry influencer.

Advice for others

Serving others is a career and it’s a noble career and one where you can really make a difference in the lives of others.

Holding him back from being an even better leader

Beginning with the end in mind.

Best Leadership Advice Received

The best way you can serve your team is to think about the big picture, stop taking phone calls, think about ways to empower them.

Secret to Success

Empathy. It helps me be an expert at making connections with other people.

Best tools that helps in business or Life

I like to smile. And I like to build bridges with other people.

Recommended Reading

Ready Player One: A Novel

Contacting Jeremy

LinkedIn: https://www.linkedin.com/in/jtwatkin

Twitter: https://twitter.com/jtwatkin

Resources

54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list today.


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By | 2016-10-31T16:06:31+00:00 February 24th, 2016|Podcasts|2 Comments

About the Author:

Author Image
Your Fast Leader Show host is Jim Rembach. Jim is a panel expert with the Customer Experience Professionals Association (CXPA) and spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner, Certified Employee Retention Specialist, Certified Better Place to Work Expert, and frequently quoted industry expert.