As a customer service consultant, I get asked about customer service scripts all the time. I’m often asked, “If I ‘make’ my customer service staff use a script, won’t they sound robotic?” The answer is…complex. I grew up with a...
Situations in which secrets harm others happen more than we realize. And when do we finally hear about them? When it’s too late. Of course, some secrets are meant to be kept, well, secret. So how do we know when to keep a secret and when to let it out of the bag?...
I’m a huge advocate of setting goals. And many companies, along with their individual departments, set new goals at the start of every year. But some goals may actually be counterproductive. When goals are too narrow and inflexible, they may discourage your team...
Once again, it’s January: a time for New Year’s resolutions and goal setting. I’m a big proponent of goal setting. Not only do I teach it, but I also set goals myself. However, for goal setting to be effective, you must first set the big picture. In most companies,...
It seems that every new generation gets further and further away from good etiquette. Are good manners no longer in vogue or perhaps I just have high expectations? Am I alone on this because I’m too focused on customer service as a profession? This past holiday...
