Bad things happen to good people all the time. In customer service, we often have to interact with good people who are frustrated and even angry over a bad experience they’ve had. The trick is to turn around their negative situation into a positive outcome. Real world...
In the business of customer service, the customer is central to everything that we do. Customer service is about making a positive difference in the lives of customers. Real world story: If you’re like me, then you’ve probably had your fill of bad customer service...
Real world story: On a recent business trip, I went through a rather awkward and confusing experience. As an Avis preferred member, I usually get a confirmation email letting me know the space number of my rental car in advance, so I can proceed immediately to it when...
Daily life puts many demands on our time. And while we run around in a frenzy trying to complete all of our day-to-day tasks and plans, we need to stop, take a breath, and remember the virtue and grace of patience. The following story was told to me by a colleague and...
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...