Customer Service tagged posts

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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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 Hazards of Hierarchy an Electro-lax Example

May 10, 2014 Customer ServiceEmotional Intelligence  No comments

Electrolux Sucks

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...

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April 9, 2014 Affective LeadershipAstonishing ServiceEmotional Intelligence  No comments

errors are inevitable

Nobody wishes for disaster but it is often only at those times when you find out what people are really like.  I have a half a dozen hilarious stories about Southwest Airlines each the result of some unexpected mishap.

When I went to work for the Coeur d’Alene Resort developing their new employee Service Camp™.  We were a brand new $60 Million hotel in a town of just 25,000 people who most people never heard about and certainly couldn’t spell...

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Engage through Imagery

June 8, 2013 Affective LeadershipAstonishing ServiceEmotional IntelligencePeer Powered PerformancePositive DevianceSpirit at Work

Engage through Illustration

Simple ideas understood by all are both the salve and the anchors that keep a team’s “eye on the prize” in challenging times.  Vineet Nayar in his book Employees First, Customers Second used the story of the “Big Windows” he discovered at a friend’s home in Amsterdam to focus his team on the value (and discomfort) of transparency.  He shared this story with absolutely everyone so they all had a common language...

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