The “Customer Experience” – What Does It Take?.

After teaching World Class Customer Service In Rochester, NY, a flight to Philadelphia on USAir gave a number of examples of how to create the customer service experience and how not! A Customer experience differs from customer service in that the customer walks away with a memorable experience. They feel cared for and important and the organization providing the service goes out of their way to make it happen. The flight from...

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I Know What I Saw or Did I?

It happens all the time, someone says or does something and we believe we know exactly what they did and why they did it… or do we? Every day we spend our time assessing our environments and the behavior of others. A person says something and we immediately put meaning to what they said. Problems occur however, when we do not take time to check out our perception for accuracy. You see, the meaning you put on a situation came from...

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Is Seeing Believing or Not

A survey of most organizations finds one of the top three issues to be poor communication in the workplace. With the growing diversity of our workforce coupled with different communication styles, communication at a basic level often is the fault of most workplace issues. Steven Gaffney wrote “The average employee loses seven weeks of productivity every year because of troublesome and unresolved communication. Lack of open, honest...

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Leading for Results

Have you ever had a “difficult” supervisor? Did they discuss things with you or just give orders? Did they compliment you for a job well done, or did you only hear from them when you made a mistake? How did this impact your ability to come to work and be productive? What feelings did you have regarding this supervisor? Recently, while consulting with an organization, individuals were asked to close their eyes and envision their...

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Jerks at Work

Today’s workplace is full of challenges, but none is more frustrating than working with individuals who are dramatically different than you. They either have different work ethics or just do not seem to see the world the same way you do. No matter how hard you try to get along, they just rub you the wrong way. What will it take for them to get it right? I remember hearing an old saying, “Everyone is weird but me and thee and thee is a...

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