Speaking to a group of knowledgeable, skillful and dedicated employees allows for time to celebrate their most special and unique skill, their heart and their compassion
I’ve been traveling a lot recently and have been experiencing a plethora of customer service people. To this day, I’m still amazed by the wonderful feeling of being greeted immediately with a smile. A welcoming smile makes me feel great and sets a positive expectation...
Real World Story: On the news recently, the media reported an incident in which a United Airlines flight made an unscheduled, early landing in Salt Lake City in order to kick off a family with an autistic child who was being disruptive. You can pick up the story on...
Am I alone in thinking that technology is slowly taking over human interaction? We are perfecting computer code that can anticipate and target our likes and dislikes, software that emulates and extrapolates from the work of master painters, and apps that use...
Remember the last telephone conversation you had with a customer service rep in which the rep sounded like a robot because he or she simply recited a script? When you asked a question, did the rep ignore it and go back to reading the script? Did not getting an answer...
Real World Story: A customer is eating alone at a restaurant’s counter. The wait staff are talking loudly all around her, complaining about roommates. “She’s moving out. It’s a pain in the butt to find a new roommate. Oh yeah, I had to go through that last month.” On...
