I’m sorry to report, but I guess it’s true. Good manners are dead. And I’m not talking about the rigid and overly cumbersome manners of the Victorian or post-Edwardian era depicted in Downton Abbey. I’m talking about the simple social graces of listening, caring and...
Real World Story: A few weeks ago, I attended the Toastmaster International Convention at Caesars Palace Hotel and Casino in Las Vegas, NV. The first thing I noticed as I entered the hotel was the massive amount of people – everywhere. They were checking in, walking...
We’ve all felt it. Someone says, “I understand how you feel. Now how can I help you?” as the rep cuts you off mid-sentence. No, the rep doesn’t know how I feel because I haven’t finished telling him how I feel. It’s not only frustrating, but it creates the perception...
Even though we all strive toward providing the best possible service, our efforts are not always enough to keep a customer satisfied and coming back. Sometimes, when a customer asks to cancel our service, we need to do so graciously and without adding any further...