The Power of Discipline
Oh, boy! We sure hate the word “discipline”! It connotes images from those movies we have all seen about soldiers in boot camp. Way too much work. It connotes images of inflexibility, and we want to be flexible and spontaneous. It connotes images for each of us where we suffered the rules and outrages of parents or older siblings. It connotes so many things to so many of us, and…
Read more...SNAP – Customer Service
The power of simple, routine, consistently used customer service messages. SNAP stands for: Status, Next Steps, Approximate Timeline, and Planned Outcome. These are the four parts of a highly effective message that you can send to your customers. Use this technique to set customer expectations and then to communicate with your customers about what you are doing and how that affects the service you are delivering. You can see more…
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