You started your day with a BAD attitude. But someone was so kind to you that you couldn’t help but turn it around to positive. Has this ever happened to you? Real World Story: I have a very good friend who is a retired nurse. He is the MOST compassionate, kind and...
How important are first impressions really? Have you ever walked into an establishment, saw garbage on the floor, and immediately got a bad impression? Have you ever had a terrible experience simply making reservations, and thus, didn’t expect much because of it? I...
Recent events have made it painfully obvious that not all customer service reps understand the importance of empathy. Real World Story: I was going through a rough time in the last several months. My personal life was in a shambles. My husband wanted a divorce, and I...
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...
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...