Posts tagged "empathy"
Oh But Are you REALLY listening?

Oh But Are you REALLY listening?

I got a phone call a few days ago from a rather eloquent, very chirpy sounding phone agent.  Knowing how hard their type of work is, I wanted to give the girl a chance to run through her script.  She opened by saying she was excited about my product having found it online and wanted...
Uber Fast!

Uber Fast!

Having Uber here in Manila is a great option for when you don’t want to take your car or you suddenly find yourself without a ride.  The main issues one has to deal with are spotty wifi or internet connections and of course, traffic which kind of affect the ETAs that drivers communicate to their...
Swedes to the Rescue

Swedes to the Rescue

In a time when we are inundated with stories of violence, especially related to the police force, stories like these are especially inspiring and uplifting.  It’s about Swedish policemen on vacation in New York breaking up a fight on the subway. They could have easily whistled and looked the other way, reasoning they were on vacation...
Service Spotlight: Jessica of Air China

Service Spotlight: Jessica of Air China

I was completely disoriented after a gruelling flight home to Manila using the Air China route from SFO that had a 2-hr. layover in Beijing.  Such was my exhaustion that I came home to find my favorite pair of eyeglasses not in any of my suitcases! I contacted NAIA terminal 1 where we landed and...
A Genuine Surprise at Chelsea Kitchen

A Genuine Surprise at Chelsea Kitchen

Being familiar with the excellent quality of food and service from the Raintree group of restaurants, we were sure trying out this fairly new restaurant at Megamall’s Fashion Hall would not disappoint.  We were given a table without too much of a wait and were given quick and friendly service.  Our server however, did not...
Kindness Begets Kindness

Kindness Begets Kindness

Hiring and retaining service staff that know how to pull at your heart strings should be a priority for management, regardless of industry.  It sets apart ordinary customer service from stellar service that is heartfelt and pure.   Staff that are trained to be empathic, sensitive and who go beyond what the customer normally expects...
Is the Customer ALWAYS Right?

Is the Customer ALWAYS Right?

  Find out why and when the customer isn’t always right.  Here’s an excerpt from a piece we did for Homegrown. Truly the art of mastering all the aspects of excellent service is very tricky but begins with an earnest heart to serve. It is about being part of the solution when things go wrong,...