Category Customer Service

Being an Affective Leader in an Emotional Economy

February 26, 2016 Affective LeadershipCustomer ServiceEmotional IntelligenceTopics  No comments

Randy Morgan CSP CPC

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...

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Managing Malignancies

May 26, 2015 Affective LeadershipCustomer ServiceEmotional IntelligencePeer Powered PerformancePositive DevianceSocial SmartsSpirit at WorkTopicsTraining  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...

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The Most Dangerous Storms

February 28, 2015 Affective LeadershipAstonishing ServiceCustomer ServiceEmotional IntelligenceTraining

Brain Storms

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...

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Astonishing Service™

February 25, 2015 Affective LeadershipAssociation InsightsCustomer ServiceEmotional IntelligenceKeynote Keys  No comments

Not Listening

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...

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The Real Cost of Leadership Lost

May 14, 2014 Affective LeadershipAssociation InsightsAstonishing ServiceCustomer ServiceEmotional IntelligenceGreen SolutionsPeer Powered Performance  No comments

Leadership Lost

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...

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