by Alan | Aug 30, 2006 | Communication skills, Customer Service, Leadership
As a follow-up to my post last week102 on passing the buck and not taking responsibility for problems, had a similar experience yesterday. I recently changed cell phone companies, and since I have pretty basic needs, took the driod’s recommendation on the phone...
by Alan | Aug 27, 2006 | Communication skills, Customer Service, Delivery, Efficiency, Leadership
Was helping some members of a large organization whose higher echelons call the shots pretty exclusively. One area manager remarked that other than some blanket directions, specific responses from the CEO were not a possibility, so his area had to assume, act, and...
by Alan | Aug 26, 2006 | Communication skills, Content, Delivery, Leadership, Parenting
Went to a niece’s softball game today and also watched a short part of the Little League World Series. A ball field is a funny place with regard to communication. I noticed long ago that just about everything that is said is repeated or stated in pairs. ...
by Alan | Aug 22, 2006 | Communication skills, Delivery, Leadership
People say crazy things. Some are just odd; some are marginally offensive. Especially if there is no reason to assume ill will, a pause and a gracious response is always in order. Helps to avoid those ‘I wish I hand’t said that’ moments, since one...
by Alan | Aug 13, 2006 | Communication skills, Content, Customer Service, Leadership
Had a friend relate a customer service story I thought appropos.Seems his airline (who shall remain nameless, but let’s just say that bankruptcy filings are not too far in their past history) lost his bags, left them on the ramp, they got rained on, ruined all...
by Alan | Aug 7, 2006 | Communication skills, Content, Delivery, Sales
Frequently in life the things that are not said carry meaning that goes well beyond words. But when action is expected from words, clear honesty is the best practice. I had a chance to spend some time with a world-reknown speaker over the weekend, and he said that...
