Customer Service
You’re at Gate B-42
Submitted by webadmin on November 28, 2009 - 5:34pm
by Karla Brandau, CSP
As I turned to thank the young man, the tall severe-looking TSA worker scowled at me. The look in her eyes said, “Don’t you dare think about reaching back through that security scanner.”
His eyes connected with mine and he said, “You’re at Gate B-42.” Then he waved.
This kind gesture made by a complete stranger with a ‘get things done’ attitude was a Christmas gift I will never forget.
Say “No” to the Therapist and Holiday Stress
Submitted by webadmin on November 28, 2009 - 5:32pm
by Karla Brandau, CSP
Every year the Christmas season is an oxymoron: it is a delightful time of yea
r, but it is also a stressful time of year. What can you do to enjoy the season and avoid the therapists’, counselors', psychiatrists', ministers' or rabbis' office?
Manage your energy level and your emotional state. Any human who gets too tired, too distressed, too sad, too hungry, too lonely, too financially strapped or eats too many delectable goodies wants to reach for the phone and dial 911. However, a good night’s sleep can do you just as much good. So this holiday season, remember to tuck yourself in at night instead of burning the candle at both ends, as I have been advised not to do many times in my life.
Moments Of Truth: Skills For Superior Customer Service
Submitted by webadmin on November 28, 2009 - 5:30pm
by Karla Brandau, CSP
"People expect a certain reaction from a business and when you pleasantly exceed those expectations you've somehow passed an important psychological threshold."
-- Richard Thalheimer, President, The Sharper Image
Traffic was horrific the day I was in Washington, DC for a national conference. I got to the hotel for registration just three minutes after the last shuttle left for Ford's Theater where we were to hear a speaker who presented himself as Abraham Lincoln.
