Overworked and Overpaying?

First Thought “Everyone is supremely overworked,” I complained a friend in HR. “At first I thought that it was just me, that I couldn’t keep up, but everyone I talk to in every department feels the same way. And people I know at other companies feel that way, vendors – even my relatives who are …

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Your Job is Customer Service

Today I had an experience at a grocery store that raised my hackles. Loyal customers at Fairway are used to the brisk New York attitude of the cashiers – but that brisk attitude moves the lines quickly and I’ve never found them to be disrespectful, and the folks on the floor are friendly and helpful. …

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Why Retail Customer Service is So Blah

I’ve seen a lot of articles lately about how retail customer service needs to step up its game to compete with online retailers. One of my friends – someone who excels at building teams who deliver outstanding customer interactions – replied to one, “Why do we experience so little good customer service, let alone great …

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