Monthly Archives: August 2012

Announcing The Moment of Goof — in print

Posted on August 21, 2012 by mcgntr

The Moment of Goof – Customer Service in the Digital Age has arrived in print!  Improving customer service is on everyone’s mind.  AND, my little book will help readers jump start conversations on creating stellar customer service experiences in the … Continue reading →

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Stop the Noise & Listen to Me

Posted on August 17, 2012 by mcgntr

As I wait for the final edit approvals for my book The Moment of Goof – Customer Service in the Digital Age, it dawned on me that in the end what customers everywhere were really saying was “Listen to Me.” … Continue reading →

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The Mistake of Being Nice

Posted on August 10, 2012 by mcgntr

Ask a service person “What is the most important aspect of the job?  You will hear:  “Be nice to my customers.”           In my customer service training sessions, my participants share frustrations when ‘being nice’ didn’t  work.  Nice did not … Continue reading →

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On Attitude Erosion

Posted on August 6, 2012 by mcgntr

If you use the “Hire for Attitude, Train for Skill” approach touted by Southwest Airlines, you may expect that your new employees will continue to display those great open attitudes far beyond the three month introductory period.  “Great” attitudes, like … Continue reading →

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