Inspired

I received this story from my daughter in St. Louis. It inspired me. As a former teacher and as someone who is still involved in education, this struck a cord. I hope it makes your day as it did mine. One day a teacher asked her students to list the names of the other students in the room on two sheets of...

Citibank Customer Service Fiasco

Here’s a scenario that was originally sent to me a couple of years ago. I’ve shown it to over 5000 people and it occurred to me that this blog is a good way to show it to even more. I have two people role play it in my Customer Service Training programs and keynote speeches. It’s a classic...

Communication

Danny O’Malia reinforces the best customer is the one you already have. If you can not see the embedded video player above please use the following link: Communication – Danny O’Malia, Indy’s Trusted...