Year: 2011

True leaders aren’t made by business schools — they make themselves, seeking out the knowledge, skills, and experience they need to succeed.

If you’ve ever called the customer service number for a large company, you’ve probably seen this. I understand that call center use scripts to help standardize service, but too often customer service just sounds robotic and ruins the customer experience.

The more the organization grows in seriousness and integrity, objectives and competence, the more scope there is for the individual to grow and develop as a person. -Peter Drucker

Customers are much more willing to overlook or forgive shortcomings with start-up organizations than they are with the established powers. As organizations growth in size and experience, management must come to the realization that the way the business has operated so far internally, won’t necessarily ensure future success for the organization. The more time and…

Everyone deep down wants to be valued and to be useful…it is true, deep down true. All you have to do is reach down far enough and you will find feeling, concern, responsibility, and involvement. Drag all of that stuff up and they’ll follow you forever and not even realize why. -Richard Templar, in “The…

A guide to great customer service. Customer service executives could usefully draw parallels between customers finding their way in the market place and sailors navigating across unknown waters. More often than not, difficulties can be avoided by learning from the experience of others who have just followed the same path. The key to success is…