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...
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...
To become an effective communicator requires that we know our strengths and weakness. This allows us to more easily discover our style of communication. On the general spectrum of communication styles, we can label the three most common styles as Aggressive, Passive,...
Good first impressions are critical to great customer service. Don’t let a bad last impression put you on the most critical list! Real World Story: I was feeling great after teaching a customer service workshop for 80 healthcare workers at a large medical group in...
One of the most common complaints that I’ve noticed from employees and employee surveys during my many years in customer service consulting has been favoritism—the actual or perceived notion that a manager favors some employees over others. Yet, when managers and...
My mother has always said, “Fill them with kindness.” So, it’s no big surprise that this has been my motto my entire life. In support of my mother’s philosophy, recent data now proves the importance of kindness in customer service in healthcare. In his recent article...
