by Patti Blackstaffe | Jan 19, 2010 | Customer Service, Leadership, Management, Training
Last week I was in a local all day breakfast restaurant and was being served by a young woman who was exceptionally efficient. She worked hard, she worked fast and she had a bright smile. When we were seated she offered coffee, put menus down and got on with her...
by Patti Blackstaffe | Oct 26, 2009 | Business, Conflict, Customer Service, Leadership, Management, Training
Ever heard an employee say, “It was only one customer, what are you so hung up about?” What if you could keep accurate metrics on the number of customers chased away by your staff? First, a little story told to me by a friend – then onto customer service metrics!! My...
by Patti Blackstaffe | Aug 27, 2009 | Business, Communication, Conflict, Customer Service, Leadership, Training
Due to a busy couple of weeks I’ve neglected the blog, but feel it imperative I offer a follow-up to the Rogers cell phone story. I’d like to say my own behaviour with Rogers was of the utmost grace and decorum, but the truth is by the time I spoke with someone in...
by Patti Blackstaffe | Jun 29, 2009 | Business, Communication, Conflict, Leadership, Management, Training
Have you ever taken training or coaching where someone was working hard to gift you with gems of wisdom or a different way of looking at things? Do you know if you were truly open to the information being given? One of the most difficult situations is when a coach or...
by Patti Blackstaffe | Jun 16, 2009 | Business, Customer Service, Leadership, Management, Training
Do you ever feel like an interruption when you enter a business? Ever stand there wondering why you’re being ignored or otherwise treated like you’ve ruined their day rather than staff being excited to know their pay checks continue to arrive so long as...
by Patti Blackstaffe | Apr 24, 2009 | Business, Communication, Conflict, Customer Service, Leadership, Management, Training, Uncategorized
The thing about being an adult in an adult work world is that we’re forced to deal with many things we may find unpleasant or stressful. Communication between people takes many forms and can be interpreted in many ways. Ideally, we would live in a world where...
