Everyday of your life should be filled with expectancy
and expectancy should never be based on what seems probable."
-Rob Ellis
Customer Service Training? (ick)
"Any customer service initiative that does not take into account employees- who they are, how they are trained, how they are treated, how aware they are of their customers needs- is doomed from the start."
Dennis McCarthy, "The Loyalty Link"
Dennis McCarthy, "The Loyalty Link"
Appropriate
What is appropriate? Is it appropriate to ask? To inquire? To contradict?
We know it’s not appropriate to bring emotion into the office, not appropriate to draw a line in the sand or add gasoline to a proverbial customer fire. But without worrying about appropriate in-line behavior, how do we get to the heart of the matter? How do we change, learn, grow? I’m confused by the murky underbelly of someone who says to me “Was that appropriate for you to say?” What are you getting at Frank?
Enough B.S. already! Perhaps it’s inappropriate to be quite and simply play the game.
We know it’s not appropriate to bring emotion into the office, not appropriate to draw a line in the sand or add gasoline to a proverbial customer fire. But without worrying about appropriate in-line behavior, how do we get to the heart of the matter? How do we change, learn, grow? I’m confused by the murky underbelly of someone who says to me “Was that appropriate for you to say?” What are you getting at Frank?
Enough B.S. already! Perhaps it’s inappropriate to be quite and simply play the game.
Subscribe to:
Posts (Atom)