Customer Service tagged posts

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...

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...