The Enemies Of Customer Service

Holidays are perfect social experiments for studying customer service. You book a cab, take a flight, check into a hotel, perhaps also experience a local tour guide service and a specialty restaurant while you are at it. It is a gold mine for the introspective mind that obsesses about how a customer must be treated. I ...

The case of the new business head and his new vision

Ray stood there and explained to them why they needed to change. “These are some difficult calls you must make as senior leaders. Changes in business strategy are not easy and to achieve these new goals, we have to change the way we do things”.  Ray was being one of the most transparent leaders I ...

Empathy And The Importance Of Connecting With Hearts

Mental Note 1: People don’t like to be told why something is happening if they don’t care for it It’s true, I reflected… If Sam shares passionately about how the next Visual Studio release by Microsoft is going to change the coding lives of the developers on team, Manu from Marketing is going to reply to an ...