Developing skills can be fun, and it's needed for anyone on the front line of a business. Employees on the front line with high emotional intelligence are usually quick thinking and very communicative. The problem is you can't hire enough of them because they've already got jobs. Developing your … [Read more...] about A Coaching Exercise for Improving Customer Experiences
How Effective Are Your Leaders? You want employees to feel good to be working as part of a team that is working together – and everyone is improving. Many managers would be surprised to learn how little their employees believe management is walking the talk. You can quickly scan the internet and … [Read more...] about A Leadership Rule: Do What You Say
The Wonderful World of Disney - Customer Service on the Front Line Disney has been in the news recently. Some would say for the wrong reasons. One thing that has been true for decades is they deliver outstanding customer service. Disney provides millions of people every year with an experience of … [Read more...] about Some Lessons from Disney
Please, just listen! When I ask you to listen to me and you start giving advice, you have not done what I asked. Then, when I ask you to listen to me and you begin to tell me why I shouldn't feel that way, you are trampling on my feelings. Likewise, when I ask you to listen to me and you feel you … [Read more...] about Please, Just Listen!