Category Customer Service
7 steps you can take to make maximize the return on you most important investment.
Everything we perceive, “Our Reality” is first filtered through our emotions. When we are nervous, angry, stressed, depressed we only have access to those possibilities. Confronted with a threat we search our memories of previous experiences or similar situations...Read More
Imagine a team not controlled by controversy, stressed by situations or distracted by discontent.
1-We are all overwhelmed by too much to do and too little time to think but what if being aware of why we think the way we think could change all that?
2-What if understanding our chemistry could truly set-us-free? Free from anger, resentment, guilt, and shame. Free from manipulation, indignation and utter stagnation.
3-What would it be like to work in an environment free of fear...Read More
The story is true, the setting is healthcare but the emotional intelligence, communication expertise and service delivery systems can (and should) be lessons for anyone.
I appreciate the kind concerns that have been expressed by so many but the purpose of this article is to provide a platform for evaluating your own service delivery systems. Real Lessons, Real Science, Real Solutions. It is easy to talk in the abstract...Read More
Despite all that I have done to learn the skills to improve my “Emotional Intelligence” my primitive chemistry doesn’t always want to stay in the cage where it belongs. This is true for all of us to some extent and is part of our evolution as a species. The limbic system which floods our bodies with Cortisol when confronted with a perceived threat responds in two hundredths of a second, while our thinking prefrontal cortex may take as long as two full seconds to respond.
If we are bein...Read More
Does it seem like service providers are just not listening?
Nobody wants to sit through another Service 101 session of “Smile Training”. Basics are appropriate for those new to the workforce, but they usually are not the problem.
The greatest service challenges are not from those few new, who don’t know how, but the vast majority who have forgotten why.
It is a problem not of heads, but of hearts. What’s needed is not a new way of doing, but a renewed reason for doing.
Astonishing Servic...Read More