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Five Ways American Airlines Delivers BAD Customer Service
It was a normal travel day. I wasn’t expecting anything special, but I certainly wasn’t expecting anything bad. Luckily, we can turn around my bad travel experience into lessons worth learning. Real World Story: Here are the five ways American Airlines delivers BAD...
Doctor’s note reveals shocking diagnosis
We’ve all had to do it. We don’t like doing it. Yet, we expect to do it every single time. What is “it”? Waiting for the doctor to see us. When we DON’T have to wait, it’s a pleasant surprise. But, it certainly isn’t the norm. However, a doctor’s note from an astute...
Big Box Store Turns Ho, Ho, Ho into No, No, No
Black Friday is traditionally a shopper’s grand dream. However, it’s not surprising that, sometimes, the dream turns into a holiday nightmare — at least it did for the giant retailer Target. The trouble started with a price reduction misprint in a Target ad for a...
When a good deed turns into a real turkey
Recently, in one of my training classes, a participant told me that her colleagues were mad at their employer because it gave out turkeys for Thanksgiving to all its employees. Everyone started complaining about how some of the turkeys were bigger than others. Here,...
How to love the job that you hate
Loving your job begins with ensuring that your values align with your employer’s mission. This is an important principle that I teach employees in my customer service trainings. It’s hard to work for a company that you hate. And at the root of such hate, you’re very...
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