6 things you should NOT do when a customer complains
customer service developing capable people Effective Leadership employees problem-solving

6 things you should NOT do when a customer complains

In my last article I recounted the story of Mike (you can read the entire story here). Assuming you are the general manager of the store in which Mike’s story unfolded, we need to discuss what you would and should do. But first, let’s look at what you should NOT do. You should NOT attribute...
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Mike has filed a complaint. What would you do?
customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving

Mike has filed a complaint. What would you do?

Here’s the situation: You are the general manager of a store that has three departments. Your store is one of more than a dozen similar sites the company owns and operates. You receive a call from the customer service department at the main corporate office. A customer has called to complain about something that happened...
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The parable of the ugly chair – How to handle a sticky situation without offending anyone.
customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving Effective Leadership problem-solving prudence

The parable of the ugly chair – How to handle a sticky situation without offending anyone.

Once upon a time in a place far away there was a man who made a journey to see his friend in a distant city. The sojourner walked into the pastor’s office and could not help but see the chair off to one side. Behold, it was an ugly chair. It appeared to have suffered...
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Leadership Challenge #1 – The Customer Service Fail
customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving Effective Leadership problem-solving prudence customer service Effective Leadership employees leadership development learning management problem-solving teaching training

Leadership Challenge #1 – The Customer Service Fail

You are the owner/manager of a retail department store. Your store is busy so high sales volume also means a lot of returns. One of the new employees is tasked with handling the checkout register and for restocking items as they are returned when checkout traffic permits. The employee has gone through the company’s orientation...
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The Problem-Solving Process – a free infographic
customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving Effective Leadership problem-solving prudence customer service Effective Leadership employees leadership development learning management problem-solving teaching training leader qualities problem-solving

The Problem-Solving Process – a free infographic

   Want a full-size version? Simply click on the image and it will open in a new window or right click and save it to your computer.
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4 questions to ask when someone brings a problem to you or you can learn a lot from a monkey
customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving Effective Leadership problem-solving prudence customer service Effective Leadership employees leadership development learning management problem-solving teaching training leader qualities problem-solving competencies leader qualities problem-solving

4 questions to ask when someone brings a problem to you or you can learn a lot from a monkey

Leaders, especially superlative ones, are achievers. They get things done. They are typically hands-on, roll up the sleeves type of people who attack life and its opportunities head on. It is that sort of attitude that contributes to success, a tenacious, never say die pursuit of achievement. Typically they are labeled Type A, but I...
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