Recently, I was in a meeting. Pretty exciting and unique, right? Well, it actually was a productive meeting for PeopleSmarts. We are helping one of our clients adjust to the current economic situation and prepare them for their future. Near the close of the meeting, one of the attendees made a wry comment that somewhat [...]
Archive for the ‘Impulse Control’ Category
Don’t Slap Your Clients
Posted in Impulse Control on November 4, 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 [...]
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