Month: May 2019

More About Mary

Got lots of feedback for the article, Something about Mary. Here’s some of it. From a consultant: A participant in a customer service training program was so relentlessly negative, bullying and overpowering that the facilitator decided that no one would benefit from her attending the second day. When she shared her recommendation with the client…
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May 1, 2019 0

Fully Engaged

An employee on the receiving end of a merger was overheard telling a customer, “These new people have no idea what they’re doing. If I were you, I’d take all my accounts out of here as soon as possible!” While much effort had been put into processes, procedures and technical training, not enough attention was…
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May 1, 2019 0