My office is on the fifth floor of a five-floor building and, although I take the elevator up, I usually take the stairs down. Every so often, I find someone from another office standing somewhere... Continue reading
Sometimes service people say things that an astute customer knows are false. They act as if embroidering the truth enhances their self-image or their organization’s, while making the customer feel better and more cared for.... Continue reading
If you’ve been reading my posts about service, then you know that I bestow both compliments and critiques and that I typically name the recipients of praise and keep the pans anonymous. (You can check... Continue reading
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