Customer Service Conundrum

Burnt Out? Stressed?

A college professor stood in front of his students picked up a glass of water and asked “Is this heavy?” No – seemed the obvious answer. Then he stretched out his arm, still holding the glass and said; “What if I hold it for an hour, or a day –

Leadership; your choice, no excuses. Simon says!

“Every single one of us has the choice to be the type of Leader we wish we had” – a great quote from the great Simon Sinek. I heard him on a recent TED broadcast. It reminded me of my own experience working with and for Leaders. Let me use

Don’t do it

“Mighty stuff Martin. Can you give me a call on ***” Thus read a direct message I received on LinkedIn last week. From a 1st degree contact. It looked important, maybe even a bit urgent. I called as soon as I could. “Hello, is that Jim (not real name)?” I

Manipulate or Influence

I have a session coming up shortly on Effective Influence so I’ve been doing some reading. I came across an article titled ‘Psychological tricks to manipulate people’. The title made me uncomfortable. Whether you are a high powered Negotiator, work in Sales, provide Customer Service or you simply need to

Be on the look out …

“Make someone’s day” is a great recommendation. I read it in the book Fish written by Steven Lundin. He says it doesn’t have to be a life changing gesture. For some people at some times the phrase ‘How are you’ could change their life or make their day if used

Have you tried to contact your own organisation?

I just wanted to reclaim points due on my Credit Card loyalty scheme. Simple? Yes, maybe. Easy? Not with ‘XYZ Bank – Reward Scheme’. No obvious link on the XYZ Home Page to their Reward Scheme dept. Tried their Search function. Had a quick look at FAQs. Still no

MartinHoran