Customer Service

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…

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Tips 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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Customer Service Tips: Magic Phrases

When it comes to customer service, we think of clients, vendors, and community partners. We skip over internal customers such as colleagues, supervisors, and supervisees. Both are crucial to respectful, productive, inclusive workplace cultures. Too often, we feel thrown under that proverbial blame bus by a colleague or customer. Too often we pass the buck…

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Customer Service Tips for 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? The answer is customer service excellence. Two communication strategies from the TopLine Patient Experience training help us deal with even the most frustrating internal customers: Empathy and Heart-Head-Heart Communication™.

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