Last week i was in Chicago’s O’Hare International and ventured into the baggage office, where disgruntled passengers end up without anything to wear tomorrow – literally. Likely the worst place to work in the entire airport. You never have a happy customer enter your office.
I watched two different representatives say almost identical words and phrases [...]
Archive for the ‘Above the Line’ Category
Same words, different results
Posted in Above the Line, Customer Service, EQ, Empathy, Impulse Control, Interpersonal Relationship, Reality Testing, Stress Tolerance on October 15, 2009 | Leave a Comment »
Playing to Win
Posted in Above the Line, Business Strategies, Leadership on July 6, 2009 | 2 Comments »
Clare and I just returned from the 2009 International Conference on Emotional Intelligence in Toronto. It was by far one of the best conferences I’ve attended in my career, with a lineup of speakers who really knew their stuff. My main goal was to learn as much as I could from other practitioners about why [...]
Appreciation Marketing
Posted in Above the Line, Customer Service, EQ, Marketing on July 1, 2009 | Leave a Comment »
Ever have great, remarkable, “Wow!” customer service? How about poor, rotten, abysmal customer service? Big difference. As customers we usually reward good customer service with our repeat business and really great customer service with positive word of mouth to our friends, family and colleagues. The consequence of poor customer service is that the company loses [...]
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