Tag: empathy
The Covid-19 Crisis: Do We Put Our Energy into People, Process or Technology?
COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing...
The Impact of Altruism on a Servant Leadership Culture
Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...
What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience
My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...
When People Are Your Business, Behavior Is Your Product
People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....
Onward and Upward… Or So the Saying Goes
According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget...
How to Improve Your Center’s Loyalty and Retention Rates
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...
The Cold Shoulder of Customer Care
Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
Don’t Push My Buttons
It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where...
”My Husband Just Died“: What Will Your Agents Do Next?
While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...
