Books, Customer Service, Management and Review - Administrative Professionals Pulse

7 Customer Service Books to Help You Level Up Your Business

Success

OCTOBER 5, 2021

Good customer service will help you level up your business. That’s because great customer service can turn even a dissatisfied customer into one of your biggest brand advocates. But customer service has become increasingly complex with more roles to play than ever. By Jeff Toister. By Mitche Graf.

Customer Service

Customer Service UPS Social Media 2021

Surprise! Your Customer Service Ain’t All That.

Tips From T. Marie

AUGUST 17, 2016

A recent article on Small Business Trends explains that although you may believe you and your business are providing excellent customer service, chances are your customers/clients aren’t exactly on the same page. Obviously, as business owners we tend to be biased about the delivery of good customer service.

Customer Service

Customer Service Social Media Facebook Twitter

Ep 245: Natalie Lee – Senior Executive Assistant and EA Manager at Atlassian

LEADERASSISTANT.COM

NOVEMBER 12, 2023

Lee is a Senior Executive Assistant and EA Manager at Atlassian, a remote-first, global software company. Lee is a Senior Executive Assistant and EA Manager at Atlassian. LEAVE A REVIEW If you’re enjoying the podcast, please take 2 minutes to rate and review the show on Apple Podcasts here. Natalie (or Nat!)

Management

Management Restaurants Customer Service Budget

How To Build A Thriving Coworking Community

Allwork

JANUARY 10, 2024

Community managers may not have the ability to change the workspace design, but bringing prompts into the workspace can do wonders to initiate social interaction. But the hybrid nature of a coworking community poses a distinct challenge to a community manager. Typically, U.S. Typically, U.S.

Calendars

Calendars Collaborate Social Media International

Ep 240: Joe Rare on Email Management and Working with a Virtual Assistant Team

LEADERASSISTANT.COM

OCTOBER 8, 2023

In this episode of The Leader Assistant Podcast, Joe talks about recruiting, training, and managing virtual assistants, email management, tips for business process standardization, and the biggest mistake he’s ever made in working with an assistant. Each review helps me stay motivated to keep the show going! –––

Email

Email Management Restaurants Customer Service

Ep 232: Eryn Anitavi on Relationship Management and the Trending Transition from Executive Assistant to Chief of Staff

LEADERASSISTANT.COM

AUGUST 13, 2023

She’s co-founded multiple companies and also has experience as an executive assistant and operations manager. CONNECT WITH ERYN Eryn on LinkedIn choosesapphire.com The Power of Full Engagement (Recommended book on energy management) ABOUT ERYN Eryn Anitavi has been an entrepreneur since circa age 10.

Management

Management Restaurants Customer Service Budget

Book Review: The Customer Service Survival Kit

Service Untitled

APRIL 10, 2013

The Customer Service Survival Kit was written by Richard S. Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations.

Customer Service

Customer Service Social Media Negotiating Facebook

Ep 210: Lexi Gunther – Executive Support Team Manager and Executive Assistant to the Head of Product at Cedar

LEADERASSISTANT.COM

MARCH 12, 2023

She has been an EA and thought partner since 2009 and currently works at Cedar, a health-tech company, where she manages the Executive Support Team and is the Executive Assistant to the Head of Product. LEAVE A REVIEW If you’re enjoying the podcast, please take 2 minutes to rate and review the show on Apple Podcasts here.

Management

Management 2009 Restaurants Customer Service

Ep 249: Izzy Gousby on Managing a Team of Assistants and Cultivating Confidence

LEADERASSISTANT.COM

DECEMBER 10, 2023

Izzy Gousby is the manager of an executive support team, has over 25 years of experience in the administrative field, and is also a Veteran of the United States Army Reserves. Blanchard CONNECT WITH IZZY Izzy on LinkedIn ABOUT IZZY Isadora Gousby, also known as Izzy, is the manager for the Boston Executive Support Team at Analysis Group.

Confidence

Confidence Management Restaurants Mentoring

Ep 247: Email Management for Executive Assistants

LEADERASSISTANT.COM

NOVEMBER 26, 2023

In this chapter, I cover tactics for managing your own email inbox, as well as your executive’s. ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team.

Email

Email Management Confidence Policies

Ep 216: Claudette Clayton on Calendar and Email Management, Delegating, and Evolving as the Assistant Role Evolves

LEADERASSISTANT.COM

APRIL 23, 2023

In this episode, Claudette talks about her journey as an assistant, tips for calendar management, delegating, evolving as the job evolves, email management, and dealing with difficult executives. Her previous experience includes nine years supporting a Managing Director and the Key Accounts group at Goldman Sachs.

Calendars

Calendars Email Management Restaurants

Ep 227: David Karandish on Automation in the Workplace, Energy Management, and the Executive Assistant Partnership

LEADERASSISTANT.COM

JULY 9, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Management

Management 2014 2017 2006

Ep 253: Amaia Arruabarrena – Former Executive Assistant to the CEO of ezCater

LEADERASSISTANT.COM

JANUARY 7, 2024

In this episode of The Leader Assistant Podcast, Amaia shares her fascinating story about her pursuit of becoming a doctor, finding a customer service job at ezCater on Craigslist, becoming EA to the CEO, and how her experience as a c-suite assistant prepared her for her director role.

Customer Service

Customer Service Restaurants Budget Environment

Ep 239: Lucy Brazier – Author of The Modern-Day Assistant

LEADERASSISTANT.COM

OCTOBER 1, 2023

In this episode, Lucy talks about her new book, the Global Skills Matrix for administrative assistants, and much more. ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team.

Administrative Professionals

Administrative Professionals Restaurants Training Customer Service

Ep 234: Sarah Abbott – Executive Assistant to the CEO of Utz Brands

LEADERASSISTANT.COM

AUGUST 27, 2023

She has over a decade of administrative experience and lots of customer service stories! ––– THE LEADER ASSISTANT PODCAST IS PRESENTED BY EZCATER ezCater is the nation’s most trusted provider of corporate food solutions — the best way for companies to order food for daily employee lunches, meetings, and events of any size or budget.

Customer Service

Customer Service Restaurants Budget Interviewing

Ep 238: Concetta Green – Chief of Staff at Harvard Business Publishing

LEADERASSISTANT.COM

SEPTEMBER 24, 2023

in Speech Pathology and a Masters Degree in Nonprofit Management. Author of the book, Too Busy, Too Bored for Prayer: A 7-Day Challenge (available on Amazon). LEAVE A REVIEW If you’re enjoying the podcast, please take 2 minutes to rate and review the show on Apple Podcasts here. Concetta holds a B.S.

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 252: Sage Johnson – Executive Assistant to the Co-CEOs of Catamount Constructors

LEADERASSISTANT.COM

DECEMBER 31, 2023

She is an accomplished professional who specializes in organizational management. Be sure to check out the book Sage mentions in this episode -> The 29-Hour Work Day ) LEADERSHIP QUOTE When you choose the paradigm of service, looking at life through that paradigm, it turns everything you do from a job into a gift.

IAAP

IAAP Administrative Professionals Restaurants Customer Service

Ep 248: Cathy Rong – Chief of Staff for Questlove

LEADERASSISTANT.COM

DECEMBER 3, 2023

Cathy Rong is Chief of Staff for the multi-hyphenate Questlove where she manages the artist’s day-to-day professional and personal life. In this episode of The Leader Assistant Podcast, Cathy talks about building community, managing up, advocating for yourself, and the difference between an EA vs a Chief of Staff.

Networking

Networking Restaurants Customer Service Budget

Ep 246: Jared Kleinert – CEO of Offsite

LEADERASSISTANT.COM

NOVEMBER 19, 2023

@offsite on X Jared’s book, NETWORKING: How to Meet Influential People, Deepen Relationships, and Become a Super-Connector ABOUT JARED Jared Kleinert is the Founder/CEO of Offsite. LEAVE A REVIEW If you’re enjoying the podcast, please take 2 minutes to rate and review the show on Apple Podcasts here.

2015

2015 Networking 2013 Restaurants

Ep 254: Ciara Trotman on Forming Professional Relationships and Career Paths for Assistants

LEADERASSISTANT.COM

JANUARY 14, 2024

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going! –––

Forms

Forms Finance Restaurants Customer Service

Ep 250: Leslie Martinez on How to Land Your Ideal EA Role

LEADERASSISTANT.COM

DECEMBER 17, 2023

. – Maya Angelou CONNECT WITH LESLIE Leslie on LinkedIn FREE Guide -> 5 Overlooked Steps to Landing Your Ideal EA Role ABOUT LESLIE Leslie Martinez is a Senior Executive Assistant with over 15 years of experience supporting executives in the Financial Services Industry. Each review helps me stay motivated to keep the show going! –––

Restaurants

Restaurants Customer Service Budget Networking

Ep 235: Jodi Reed on How Drag Racing Makes Her a Better Assistant

LEADERASSISTANT.COM

SEPTEMBER 3, 2023

CONNECT WITH JODI Jodi on LinkedIn Jodi on Facebook Book recommendation -> Living Loving and Learning by Leo F. ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team.

2019

2019 2015 Restaurants Customer Service

Ep 256: Ellen Richards on Career Pivots and Resilience in Job Seeking

LEADERASSISTANT.COM

JANUARY 28, 2024

As a trusted partner to C-level executives, senior leaders, and global teams, she has played a key role in decision-making, strategic planning, organizational operations, change management, and talent development processes. Each review helps me stay motivated to keep the show going! –––

Restaurants

Restaurants Customer Service Budget Training

Ep 255: Maggie Olson Walks Through the Nova Chief of Staff Course

LEADERASSISTANT.COM

JANUARY 21, 2024

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Restaurants

Restaurants Customer Service Budget Networking

Ep 236: Sasha Eburne – VA Business Coach and Founder of Virtually Assisted

LEADERASSISTANT.COM

SEPTEMBER 10, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 244: Andrea Shaffran on Assisting 8 Executives and Holding Multiple Roles

LEADERASSISTANT.COM

NOVEMBER 5, 2023

In this episode of The Leader Assistant Podcast, Andrea talks about her role supporting eight executives, and the additional roles she has in her organization, how she manages the workload, and tips for making an impact on company culture. Each review helps me stay motivated to keep the show going! –––

Administrative Professionals

Administrative Professionals Restaurants 2023 Networking

Ep 225: Leigh Felton on the Chief of Staff Role and Responsible AI

LEADERASSISTANT.COM

JUNE 25, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going! A good CEO knows that it’s not.

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 223: Caroline Rice on Becoming a Business Partner to Your Executive and How the Rules of Improv Can Make You a Better Assistant

LEADERASSISTANT.COM

JUNE 11, 2023

Caroline Rice is a c-suite executive assistant with 20+ years of experience successfully managing the administrative needs of top executives across several industries, including Wall Street. LEAVE A REVIEW If you’re enjoying the podcast, please take 2 minutes to rate and review the show on Apple Podcasts here.

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 222: Chynna Clayton – Former Special Assistant to Michelle Obama

LEADERASSISTANT.COM

JUNE 4, 2023

Chynna also shares tips on navigating high pressure situations, managing stress and burnout, prioritizing self-care, and more! LEADERSHIP QUOTE Service is the price you pay for the space you occupy. in Event Management and Political Science and a minor in Business. Each review helps me stay motivated to keep the show going!

Restaurants

Restaurants Travel Customer Service Stress

Ep 214: Hallie Warner – Co-Author of The Founder & The Force Multiplier: How Entrepreneurs and Executive Assistants Achieve More Together

LEADERASSISTANT.COM

APRIL 9, 2023

Naval Ravikant CONNECT WITH HALLIE Hallie on LinkedIn Founder and Force Multiplier Website The Founder & Force Multiplier Book Episode 17 of The Leader Assistant Podcast ABOUT HALLIE HALLIE WARNER serves as Chief of Staff to the Founder and CEO of Adam Hergenrother Companies. Each review helps me stay motivated to keep the show going!

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 226: Jen Johnsen – Executive Assistant at The Children’s Theatre Company

LEADERASSISTANT.COM

JULY 2, 2023

Jen Johnsen has been part of Children’s Theatre Company as Executive Assistant since 2013, managing the Artistic and Managing Directors. Her two favorites were as Production Manager for Sample Night Live! Each review helps me stay motivated to keep the show going! and as a Fortune Teller for A Touch of Magic.

2013

2013 Etiquette Restaurants Customer Service

Ep 251: Maria Smith on the Science and Benefits of Goal-Setting

LEADERASSISTANT.COM

DECEMBER 24, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going! –––

Goals

Goals 2004 Restaurants Equipment

Ep 211: Jessica McBride on ChatGPT, Emotional Intelligence, Finding Your Voice, and Vulnerability

LEADERASSISTANT.COM

MARCH 19, 2023

Brené Brown CONNECT WITH JESSICA Jessica on LinkedIn chatGPT Resource from Jessica chatgptforexecutiveassistants.com chatGPT book ABOUT JESSICA Jessica McBride is an emotionally intelligent and organized business partner with over 10 years of experience in supporting executives. Each review helps me stay motivated to keep the show going!

2021

2021 Restaurants Customer Service Budget

Ep 212: Mariah Kerby on Discovering and Using Your Gifts, and Nurturing a Community of Growth for an Assistant Team

LEADERASSISTANT.COM

MARCH 26, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Gifts

Gifts Medical Networking Restaurants

Ep 206: Nichole Brooks on Extending Grace at Work and Advocating for Assistants

LEADERASSISTANT.COM

FEBRUARY 12, 2023

Nichole Brooks has an extensive career as an administrative professional with 30 years of experience, including her current role as an Administrative Operations Manager. In this episode, Nichole discusses advocating for assistants to the leadership team, extending grace at work, transitioning from being a peer to being a manager, and more.

Administrative Professionals

Administrative Professionals Restaurants Customer Service Budget

Ep 207: Deedee Benyi on Understanding the Business and Supporting Multiple Executives

LEADERASSISTANT.COM

FEBRUARY 19, 2023

She came to this role after a varied career path including Automotive Service Management in addition to Real Estate and Vacation Planning in the USVI. She came to this role after a varied career path including Automotive Service Management in addition to Real Estate and Vacation Planning in the USVI.

2004

2004 2019 Administrative Professionals Restaurants

Ep 218: Naomi White on Language Models Like ChatGPT and How Executive Assistants Can Utilize Them

LEADERASSISTANT.COM

MAY 7, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Restaurants

Restaurants Mentoring Customer Service Budget

Ep 228: Monica Martin on Advocating for Yourself and Pivoting when Priorities Change

LEADERASSISTANT.COM

JULY 16, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 220: Yvette Nieves on Supporting Multiple Executives and Asking for a Seat at the Table

LEADERASSISTANT.COM

MAY 21, 2023

The diversity of her position offers her learning opportunities as and she supports and collaborates with C-Suite level executives, upper management and colleagues. LEAVE A REVIEW If you’re enjoying the podcast, please take 2 minutes to rate and review the show on Apple Podcasts here.

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 219: Annie Croner on Burnout, Boundaries, Confidence, and Detaching Your Worth from Your Work

LEADERASSISTANT.COM

MAY 14, 2023

Annie has made it her focus to help assistants achieve their goals and manage everything on their plates, while finding freedom from overwhelm and burnout. Over her 20+ years as an assistant, Annie has worked for boutique companies across multiple industries including accounting, marketing, nonprofit, and private wealth management.

Confidence

Confidence Interviewing 2019 Restaurants

Ep 242: Nicki Cave on Managing a Team of Assistants and Finding Happiness in Your Work

LEADERASSISTANT.COM

OCTOBER 22, 2023

Nicki Cave is currently the Administrative Services Director for the Boston Consulting Group’s (BCG) Dallas EA/AA team. In this episode of The Leader Assistant Podcast, Nicki talks about managing a team of assistants, creating a career development plan, cultivating a team culture, and finding happiness in your role.

Management

Management AT&T 2018 Training

Ep 237: Valerie Trapunsky – Founder and CEO of ChatterBoss and Author of Delegation Nation

LEADERASSISTANT.COM

SEPTEMBER 17, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Restaurants

Restaurants Customer Service Budget Interviewing

Ep 233: Victoria Leech on Facilitating Meetings, Dealing with Stress and Burnout, and the Difference Between an Executive Assistant and a Chief of Staff

LEADERASSISTANT.COM

AUGUST 20, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Stress

Stress Restaurants Customer Service Budget

Ep 217: Kara McKeage on Setting Boundaries, Communication, and Matching Personal Assistants with Executives

LEADERASSISTANT.COM

APRIL 30, 2023

ezCater’s simple-to-use platform provides a network of over 100,000 restaurants nationwide, business-grade reliability, food spend management tools, and 24/7 support from their highly trained customer service team. Each review helps me stay motivated to keep the show going!

Agencies

Agencies Interviewing Restaurants Customer Service

7 Customer Service Books to Help You Level Up Your Business

Surprise! Your Customer Service Ain’t All That.

Trending Sources

Ep 245: Natalie Lee – Senior Executive Assistant and EA Manager at Atlassian

How To Build A Thriving Coworking Community

Ep 240: Joe Rare on Email Management and Working with a Virtual Assistant Team

Ep 232: Eryn Anitavi on Relationship Management and the Trending Transition from Executive Assistant to Chief of Staff

Book Review: The Customer Service Survival Kit

Ep 210: Lexi Gunther – Executive Support Team Manager and Executive Assistant to the Head of Product at Cedar

Ep 249: Izzy Gousby on Managing a Team of Assistants and Cultivating Confidence

Ep 247: Email Management for Executive Assistants

Ep 216: Claudette Clayton on Calendar and Email Management, Delegating, and Evolving as the Assistant Role Evolves

Ep 227: David Karandish on Automation in the Workplace, Energy Management, and the Executive Assistant Partnership

Ep 253: Amaia Arruabarrena – Former Executive Assistant to the CEO of ezCater

Ep 239: Lucy Brazier – Author of The Modern-Day Assistant

Ep 234: Sarah Abbott – Executive Assistant to the CEO of Utz Brands

Ep 238: Concetta Green – Chief of Staff at Harvard Business Publishing

Ep 252: Sage Johnson – Executive Assistant to the Co-CEOs of Catamount Constructors

Ep 248: Cathy Rong – Chief of Staff for Questlove

Ep 246: Jared Kleinert – CEO of Offsite

Ep 254: Ciara Trotman on Forming Professional Relationships and Career Paths for Assistants

Ep 250: Leslie Martinez on How to Land Your Ideal EA Role

Ep 235: Jodi Reed on How Drag Racing Makes Her a Better Assistant

Ep 256: Ellen Richards on Career Pivots and Resilience in Job Seeking

Ep 255: Maggie Olson Walks Through the Nova Chief of Staff Course

Ep 236: Sasha Eburne – VA Business Coach and Founder of Virtually Assisted

Ep 244: Andrea Shaffran on Assisting 8 Executives and Holding Multiple Roles

Ep 225: Leigh Felton on the Chief of Staff Role and Responsible AI

Ep 223: Caroline Rice on Becoming a Business Partner to Your Executive and How the Rules of Improv Can Make You a Better Assistant

Ep 222: Chynna Clayton – Former Special Assistant to Michelle Obama

Ep 214: Hallie Warner – Co-Author of The Founder & The Force Multiplier: How Entrepreneurs and Executive Assistants Achieve More Together

Ep 226: Jen Johnsen – Executive Assistant at The Children’s Theatre Company

Ep 251: Maria Smith on the Science and Benefits of Goal-Setting

Ep 211: Jessica McBride on ChatGPT, Emotional Intelligence, Finding Your Voice, and Vulnerability

Ep 212: Mariah Kerby on Discovering and Using Your Gifts, and Nurturing a Community of Growth for an Assistant Team

Ep 206: Nichole Brooks on Extending Grace at Work and Advocating for Assistants

Ep 207: Deedee Benyi on Understanding the Business and Supporting Multiple Executives

Ep 218: Naomi White on Language Models Like ChatGPT and How Executive Assistants Can Utilize Them

Ep 228: Monica Martin on Advocating for Yourself and Pivoting when Priorities Change

Ep 220: Yvette Nieves on Supporting Multiple Executives and Asking for a Seat at the Table

Ep 219: Annie Croner on Burnout, Boundaries, Confidence, and Detaching Your Worth from Your Work

Ep 242: Nicki Cave on Managing a Team of Assistants and Finding Happiness in Your Work

Ep 237: Valerie Trapunsky – Founder and CEO of ChatterBoss and Author of Delegation Nation

Ep 233: Victoria Leech on Facilitating Meetings, Dealing with Stress and Burnout, and the Difference Between an Executive Assistant and a Chief of Staff

Ep 217: Kara McKeage on Setting Boundaries, Communication, and Matching Personal Assistants with Executives

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