When I got my EQi results, I wasn’t too surprised to see that my Empathy score was the highest. I like to consider myself a caring person. The EQi defines empathy as “the ability to be aware of, to understand, and to appreciate the feelings of others,” so I guess I am good at it…
What [...]
Archive for the ‘Empathy’ Category
Too Empathic?
Posted in EQ, Empathy on December 7, 2009 | Leave a Comment »
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 »
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 [...]
Customer Service creates your brand
Posted in Business Strategies, Customer Service, EQ, Empathy, Marketing, Problem Solving on July 16, 2009 | 2 Comments »
Ever wonder the effect your customer’s experience has on your brand identity and the public opinion?
In March 2008 musician Dave Carroll flew from Halifax to Omaha, transferring planes in Chicago’s O’Hare Airport. Apparently baggage handlers in Chicago caused damage to Carroll’s guitar http://www.chicagotribune.com/business/chi-biz-united-breaks-guitars-video-ual-july8,0,4414385.story and after a year of trying to negotiate and work with United’s [...]
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