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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...
Are We Too Busy to be Kind?
I consider myself a friendly and positive person. I enjoy making people smile and spending time with optimistic people. But for one reason or another, I’ve been surrounded lately by rude behavior, and it’s starting to drag me down. Real World Story: In one short...
Lessons on Service Culture from Successful CEO’s
My last blog post, Is your Mission Statement Useful or Useless?, describes the importance of mission statements. These represent the center point from which a company can begin to create its company culture. But why do some companies thrive while others struggle to...
Is Your Mission Statement Useful or Useless?
Every company has one. Most employees have heard of them. Some are actually useful. What are we talking about? The company mission statement, of course. Real World Story: Recently, I was consulting on customer service with a healthcare organization. The company has a...
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