by Feldman, CSP, CITE, CPIM, CPT, PCS | Jul 6, 2017 | Shift Happens
It happens to all of us eventually. You will have to make a public presentation. You can analyze and identify what characteristics make certain speakers speaking process more effective communicators than others. You need to go beyond the “watching” stage...
by Feldman, CSP, CITE, CPIM, CPT, PCS | Jun 5, 2017 | Change Management, Innovative Problem Solving, Shift Happens, Workshop
U.S. businesses lose $83 billion and over $300 billion worldwide, there is no doubt that businesses need to take their customer service practices more seriously. What do you think it cost United when they removed a single passenger? How much did it cost Samsung for a...
by Feldman, CSP, CITE, CPIM, CPT, PCS | Apr 26, 2017 | Change Management, Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens
What can we learn from the recent incidents at United and American Airline? In both cases they forgot who is their Customer. Who is paying their salaries? And who is the Customer of their services? We are falling deeper and deeper into a depression and deterioration...
by Feldman, CSP, CITE, CPIM, CPT, PCS | Apr 13, 2017 | Change Management, Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens
Imagine being the ticket agent that needed four (4) seats for an United flight to Louisville? Did they consider the impact of forcing passengers to give up seats in order that staff could fly instead? Here’s a ‘crash course’ in Customer...
by Feldman, CSP, CITE, CPIM, CPT, PCS | Mar 10, 2017 | Change Management, Innovative Problem Solving, Shift Happens
Are you delivering a presentation that informs or persuades? Do you sell your ideas, products, or services? Do you want to increase your visibility? Become a recognized leader in your industry? Sell your product or service? Motivate or inspire your audience? Deliver a...