Improving Customer Service Productivity Through Listening Skills
Posted on07 Oct 2019
Tagscustomer service sailing analogy, soft skills, productivity, listen, efficiencies, customer service, conflict management
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Improving customer service productivity often means looking at operations, management, performance metrics or incentives. If it looks at listening skills, it focuses... Read More
Finding The Essence Of Business In A Cup Of Coffee
Posted on31 Dec 2018
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There are many ways to make money in business. We hear that a lot. Yet, people focus on “make money.” The essence... Read More
6 Challenging Assumptions Exercises From Business
Posted on12 Feb 2018
TagsCoca Cola, Challenging Assumptions Series, agenda setting, innovation, customer service, assumptions
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Challenging assumptions makes for better problem solving. Becoming better at it is simple. Practice. It trains the mind to see assumptions. These... Read More
Lesser Known Customer Service Tips From United Incident
Posted on24 Apr 2017
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Most customer service tips focus only on the service delivered to that customer. Yet, how any one customer sees service often has... Read More
Pretty Health Care Dilemma
Posted on29 Dec 2014
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There is a link between our emotions and health. If we feel emotionally good, we tend to have better health. Our health... Read More
Programming People with Big Data
Posted on22 Sep 2014
TagsKISS Principle, athletes, musicians, dancers, Lean Manufacturing, Six Sigma, big data, simplification, The Economist, procedure, employees, customer service, comedians
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Big data allows us to overcome the human tendency to oversimplify. Whereas we focus on one or two big causes to our... Read More
Question to Avoid When Resolving Problems
Posted on08 May 2014
Tagsorganizational culture, questioning techniques, problem solving, management, innovation, employees, customer service, creativity, conflict management
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Once upon a time long ago, I was helping a department. Asking my questions as to how things got done, employees tended... Read More
Ferrari Analogy: Fast Service vs. Good Service
Posted on09 Jul 2012
Tagsspeed, service, relationships, quality service, quality, Ferrari Analogy, entertainment, customer service, assumptions
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Often we assume fast service is good service; however, we need to challenge constantly this assumption. As I wrote previously, customer service... Read More
Business Profitability Paradox Revisited
Posted on02 Apr 2012
TagsMIT Sloan School of Management, Zeynop Ton, training, Trader Joe's, The New Yorker, returns, retailing, Quik Trip, profitability, Mercadona, employees, customers, customer service, organizational culture, Costco, business
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In the March 26, 2012 edition of The New Yorker, I ran across the article, “The More the Merrier”, which sited the... Read More
Real-time Personality Assessment: Freedom-Order Duality
The Freedom-Order duality expresses a dimension of our personality involved in interpreting how we balance freedom and order. It can help us... Read More
