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Honoring
my two fathers who served in WWII,
our vets and all of those currently
serving in active duty.
If
you have can spare the time, watch
this 5-minute tribute to the troops
called REMEMBER
ME by Lizzie Palmer. It
may take several moments to download
but it’s very touching. |
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| Feature
Article - The Three "C"s of Character |
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As
I think about Memorial Day, I wonder what lessons
we can draw from military personnel. I’ve
never been in the military but have had a number
of students in online graduate courses I teach
who were studying from their (sometimes overseas)
assignments.
As thought about
them and watched the video above, I was reminded
of some of the characteristics they shared about
that drove them to enlist and that were reinforced
in their training and daily dispatch of their
duties.
I believe they
are meaningful reminders to us about the pursuit
of excellence as we go about making our own careers.
Competent
– Capable, fit, qualified
Committed – Single-minded, hard-working,
purposeful
Courageous – Bold, venturesome, daring
Here’s
a short assessment you can take to true
yourself up:
Being
Competent |
- Am I doing
everything I can to be masterful at what
I do?
- How can
I improve my knowledge, my skills, my
performance?
- How can
I deliver more value to my customers,
clients, family?
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| Being Committed |
- Am I clear
about my purpose?
- Am I
giving fully of my time and talent?
- Am I
using my abilities in pursuit of something
more than just a paycheck?
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| Being Courageous |
- Do I expand
myself to press beyond my comfort zone
or the tried and true?
- Do I
act even when I don’t feel like
it or I’m afraid?
- Have
I released the need for approval?
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Your answers
will lead you toward your new goals.
| Loretta
is available for speaking engagements.
Call 602.454.7787 to talk about your
group's needs and goals, then a keynote
or workshop will be customized for you
and your group. |
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Syndicated
Article - The 5 Biggest Customer Service Blunders
of All Time
BY
PAUL LEVESQUE, Copyright Paul Levesque. All Rights
Reserved. REPRINTED WITH PERMISSION |
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While howls of protest
over poor customer service continue to fill the
air, there remain some businesses that manage
to consistently deliver superior customer service
year in and year out. These are the places where
turbo-charged employees pursue customer delight
with a passion, places that ignite a flashpoint
of contagious enthusiasm in employees and customers
alike. Foremost among the lessons to be learned
from such flashpoint businesses are the blunders
to avoid—those fatal mistakes that trip
up just about everybody else.
First Blunder:
making customer service a training issue.
Businesses of all
kinds invest huge amounts in training programs
that do not—and simply cannot—work.
The function of such training is to identify the
behaviors workers are supposed to engage in, and
then coax, bully, or legislate these behaviors
into the workplace. At best, this is almost always
a recipe for conduct that feels mechanized and
insincere; at worst, it intensifies worker resentment
and cynicism.
Instead of dictating
what workers should be doing to delight customers,
the better approach is to give workers opportunities
to brainstorm their own ideas for delivering delight.
Management’s role then becomes to help employees
implement these ideas, and to allow workers to
savor the motivational effect of the positive
feedback that ensues from delighted customers.
This level of employee ownership and involvement
is a key cultural characteristic of virtually
all flashpoint businesses.
Second Blunder:
blaming poor service on employee de-motivation.
Businesses looking
for ways to motivate their workers are almost
always looking in the wrong places.
(Click to Read More) >>> |
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