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Script or no Script? The Customer Service Debate Continues…
Recently, I’ve been reading many debates about the need—or not—for customer service scripts. Some advocates believe they’re necessary while naysayers think they promote robot-like behaviors. As I mentioned in two previous blog posts, BAD scripts = MAD customers! and...
How to build a culture of compassion in the healthcare workplace, the Lloyd Dean way
In last week’s blog post, Is there a place for compassion at work?, I mentioned a company that lives and breathes the principles of kindness and compassion—daily. This week, I’ll share the details of how to build a culture of compassion, the Lloyd Dean way. And from...
Is There a Place for Compassion at Work?
Last week I wrote a blog post titled “Is it too late to teach kindness”. One day later, an article landed on my desk about the recent visit by the Dalai Lama at my alma mater Santa Clara University. He was at SCU to discuss “Business, Ethics, and Compassion: A Public...
Is it Too Late to Teach Kindness?
Lately, I’ve been thinking a lot about kindness and whether or not it can be taught to customer service representatives. Why is it that in a professional setting, one service representative can treat customers with kindness and helpfulness while other reps could care...
How to Lose a Customer in 10 Seconds or Less
Have you ever called a company and been immediately turned off within the first few seconds? Did that negative impression impact the rest of the conversation? Was it a painful interaction? The way people answer the phone can make or break my entire conversation with...
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