THE AFTERMATH

First of all, Daddy Jim prays everyone in Florida is safe after Hurricane Irma unleashed her fury. Because he has family in Tampa, Daddy Jim anxiously stayed glued to CNN for two whole days hoping Irma would lose steam before she hits Tampa.

Yes, Irma was devastating BUT things could have been a lot worse. I'm no weather expert but I know Irma could have been a whole lot stronger had she crept along the warm Gulf of Mexico. Thank heavens Irma went inland instead, against what the weatherman predicted.

And now that Irma has died down, the next phase is recovery and reconstruction. Over the next few days, utility workers will be working round the clock restoring gas, water, electricity, phone, cable and satellite TV services to practically every subscriber in the State of Florida and perhaps even Georgia.

This means millions of subscribers will be calling customer and tech support for repairs over the next several days. In Call Center lingo, the next several days will be TOXIC. So if you're a rep or tech support handling internet, cable, satellite TV, or TELCOs, good luck!

Do not be overwhelmed by the queue. Take them ONE CALL AT A TIME. Show genuine EMPATHY. Remember, your customers have just gone through a major catastrophe. They're already upset with what just happened. Don't make it any more difficult for them.

And Miss Customer, please understand that your friendly customer service rep will do everything she can to help you. Shouting and cussing isn't going to help. Please work together with your rep. It's not her fault that Irma took down your satellite dish.

Make each call an opportunity to make a friend and earn a CSAT or even a commendation from your customer.