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The customer complains that they had to go through 6 phone menus, some of which didn’t make any sense, and then they waited 8 minutes to get to an employee who asked for the same account information that the customer just keyed into the phone. The employee wonders why the customer is so upset, after […]

Sometimes it’s as important to admit what you don’t know as what you do know. By understanding the gaps in your knowledge or expertise, you allow yourself to be open to learn. You allow yourself to grow personally and professionally. I pride myself on being able to read others’ body language and being very intentional […]

Okay, so I’m going to get in trouble with some of you for this one – but it’s an idea to consider. When face-to-face with that co-worker or customer, sometimes a gentle touch on the shoulder or arm is appropriate or helpful. Studies have shown that hugs can create chemical reactions that can aid one’s […]