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How to Put BAD Customer Service On Hold
I’m sure you’ve had this happen: You call a company and reach an automated phone tree with prompt after prompt to answer. You finally get connected to a human only to hear, “Thanks for calling XYZ Company. Can you hold?” And before you get a chance to answer, you’re...
Disheartening customer service at the Doubletree hotel
Real World Story: When I walked into the lobby of a Doubletree hotel during my last busy travel day, I saw two employees standing behind two counters that were separated by about 8 feet in distance. I paused, looked at each one several times, and expected an...
The power of “Hello” in customer service interactions
The first 10 seconds of every customer interaction set the tone for how your customer service, or lack thereof, is experienced by customers. And if you wish to deliver exceptional service, it all starts with a simple Hello! Real World Story: In my latest customer...
How to Drive in the New Year with a New Attitude—and Own it!
Have you ever met someone who makes you think? Who genuinely makes you change your perspective? Someone who makes you grateful for your situation? Real World Story: At the end of last year, I was coming home from a business trip, yet again, amongst the hustle and...
From Sunset to a New Dawn
As 2016 approaches its sunset, it's time to welcome a new dawn with 2017. And with this new beginning springs forth hope for… better health, stronger relationships, growing savings accounts, deeper understanding, and continuing kindness. If we all focus on these few...
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