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We need to be “Active Listeners.” We need to be “Critical Thinkers.” We need to find the “Root Cause” and determine the “Core Need.” You hear similar statements all the time, and, yes, these are all important things, but what do they really mean? Here are some examples: You’re a fan relations representative for a […]

Today is Veteran’s Day in the United States of America. Many veterans, those currently serving in the military, and those who have friends/relatives who have served seem to have a strong attachment to their particular branch of the service. The values espoused by the branches often relate to courage, honor, loyalty, respect, and integrity. Those […]

The technique we suggest to our clients for dealing with the irate customer is easily taught but not easily perfected. It involves listening, empathizing, accepting responsibility, and delivering on a remedy. We’ve taught literally thousands of Service Excellence training participants how to use this highly effective technique, but many employees have trouble executing it well. […]