Category Customer Service

The Hazards of Hierarchy an Electro-lax Example December 15, 2021 Customer Service, Emotional Intelligence No comments

I am sure the customer service representative assigned to me cringes every time she opens one of my email responses. I feel sorry for the employees but only contempt for the company. I have no doubt that there is not a single service representative who has suggestions about how to improve the process but based on results it appears that no one is really listening to the people who matter most...

The Real Cost of Leadership Lost December 15, 2021 Affective Leadership, Association Insights, Astonishing Service, Customer Service, Emotional Intelligence, Green Solutions, Peer Powered Performance No comments

There have been a gazillion articles, studies, examples and illustrations but none seem to so succinctly cover a few of the more poignant priorities. If I am to honestly take stock of my twenty plus years as a manager I was, based on today’s standards, particularly pathetic. That is not to say that I was all that sharp at the time but my point is that we live in an entirely different culture...

Astonishing Service™ December 15, 2021 Affective Leadership, Association Insights, Customer Service, Emotional Intelligence, Keynote Keys No comments

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...

The Most Dangerous Storms December 15, 2021 Affective Leadership, Astonishing Service, Customer Service, Emotional Intelligence, Training

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...

Managing Malignancies December 15, 2021 Affective Leadership, Customer Service, Emotional Intelligence, Peer Powered Performance, Positive Deviance, Social Smarts, Spirit at Work, Topics, Training No comments

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...