Key Industries
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Recent Tips and Posts
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In Service Recovery, Say It Like You Mean It – 12/10/13 TOW
Wanda was incensed. She was talking to the customer service representative about one of her client’s mortgages, and she was venting. “I waited on hold for 37 minutes, and then when the representative picked up the phone, he tried to help, but he couldn’t. After 11 minutes, he transferred me to another service center, where […]
Where Pizza Delivery and Emergency Rooms Intersect – 12/3/13 TOW
What do Pizza Delivery and Emergency Room clinical care have in common (other than heartburn and accidents caused by speeding drivers)? Let’s investigate… During college, I worked one summer and two holiday breaks delivering pizzas. My initial thought was to drive fast, run to the door, smile, and do my best to make it a […]
Appreciate – 11/26/13 TOW
As an American, Thanksgiving is my favorite holiday, and there are lots of reasons. One is that there’s a lot of family time, there’s football on TV, you’re usually playing outside – in the DAYLIGHT, and the food…oh, the food… But there are problems with all these benefits. First, family time is…well…family time – as […]
