How to use Active Listening for delivering exceptional customer service

A colleague recently relayed to me a story that floored me, to say the least. Real World Story: My husband recently passed away, and I had the daunting task of having to move and cancel and transfer various utilities and home services. Unfortunately, many of our accounts were under his name only. When I called […]

How to make positivity contagious for improved customer service

Negativity has always been easier to pass along than positivity. This is largely due to our antiquated human nature of day-to-day survival against the world around us. Our existence depended, historically, on knowing where dangers could be found. So passing on this negative knowledge was essential to our lives. However, we no longer live in […]

Home Depot Steps Up, Again: unexpected lessons in great customer service

A few months ago, I posted an encouraging story about Home Depot and the great service it provided to a friend of mine. Following is another Home Depot service story relayed to me by that same friend. Real World Story: Over the Thanksgiving holiday, I talked with my mom about the great Black Friday sale […]