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The power of enthusiasm in customer service

Posted by Donna M. Gray on 6/28/2018

Walt Disney said, “Do what you do so well that they will want to see it again and bring their friends.” That sentence is the baseline for enthusiasm in customer service.

For years, I have been an observer of customer service — everywhere I shop and everywhere I go. I’ve been to businesses where I’m sure that employees think that customer service is a “department” that doesn’t belong to them, and to businesses where the enthusiasm for making customers happy is visible the minute you enter the door. The bottom line is that a company’s bottom line depends on customer service that is full of attitude and enthusiasm.


Are you a slave to your stuff?

Posted by Donna M. Gray on 6/7/2018

The word “clutter” comes from the Middle English word “clotter,” which means to coagulate — that’s about as stuck as one can get.

Clutter affects most of us in one way or another, and by clutter I’m referring to all the accumulated items, including papers that we are afraid to toss, that provide absolutely no inherent value to our daily work tasks. I read somewhere that clutter exists because our brains trick us into thinking that everything is important and necessary.

Strong evidence suggests that when multiple visual stimuli compete for attention, it’s harder to narrow focus and concentrate on tasks at hand. Some days it might seem like our primary function is simply to clean an inbox and arrange the constant flow of papers that come across our desk into ever changing piles. This can lead to ending the workday in frustration.

Our president shares stories from over 40 years of customer service experience

 Business lessons I learned at my mother’s knee
 What does it even mean to 'act your age'?
 The keys to great customer caring
 Customer service in a digital world
 Make time serve you
 The power of enthusiasm in customer service
 Are you a slave to your stuff?
 The importance of resilience
 The importance of motivating through appreciation
 When business becomes too much about 'busyness'

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