Customer Service
Three Steps of Psychological First Aid: Listen, Protect, and Connect
Communicating is difficult in the best of the times. In times of crisis, leaders are called to action. What leaders say and do and how they communicate rallies the team, vendors, and clients or leaves them feeling confused, exhausted, and hopelessly lost. FEMA’s Psychological First Aid offer three steps to communicate effectively when it matters…
Read MoreThe Rabbi & The Shrink: Service
The Rabbi & The Shrink with Guest Expert Shep Hyken, CSP, CPAE, Customer Service Ethics
Red Shoe Leadership
Red Shoe Story The Gurri family escaped Cuba’s communism for American freedom with one suitcase and $5 per person. Mother Beba wore impractical red shoes as a sign of quiet defiance. For four-year-old Margarita, those red shoes magically transformed the power of conflict with courage, humor, and grace. Red Shoe Attitude Face life’s challenges and joys with…
Read MoreTips for Customer Service Excellence
Everyone is your customer: clients, vendors, and colleagues. Workplace satisfaction improves when we extend respect to internal customers—colleagues and supervisors. How do you do this? Two communication strategies from Patient Experience training help us deal with even the most frustrating internal customers: Empathy and Listening.. Empathy. Imagine a Compassion Continuum with apathy at the low…
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