(312) 527-1111 JFeldman@ShiftHappens.com
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James D. Feldman, CSP, CITE, CPIM Shift Happens!®
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CITI Mortgage Tops My List of Worst Customer Service

by James D. Feldman, CSP | Jul 2, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS

Loyalty programs are under a microscope these days. Customer service is what makes one company successful and others distressed. We all see the changes in how we are treated. Calls are outsourced to Asia. Staff is reduced. Hours of operation cut. Customers return...

Myth #5: “Satisfied Clients are the best advertising I can have.”

by James D. Feldman, CSP | Jun 24, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS

This is simply not true. Clients pay you for your services or products. They do not call others to tell them what you did for them. If they are happy they continue to do business with you…if not they move on.  Listen to them. Learn to see the invisible opportunities...

Myth #6 “If I work hard and provide a good product I will be a success.”

by James D. Feldman, CSP | Jun 24, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS

Ben Hogan, golf legend, said his success was based on Three P’s I.     Practice II.   Persistence III.  Perseverance By doing all three he figured out how to perfect his golf swing. Do you think he could win over Tiger Woods? I think not. Tiger Woods perfected Hogan’s...

Myth Busted #3 “I need all the business I can get.”

by James D. Feldman, CSP | Jun 2, 2013 | Customer Service, Food, Food & Drink, Innovative Problem Solving, LESSONS

Myth #3 “I need all the business I can get.” As I said before choosing a client is a powerful tool that shapes your business.  My first client was Toyota. Toyota is still a client 25 years later. They built my business. They educated me. I delivered more than I...

Myth Busted #1 I need to cut prices.

by James D. Feldman, CSP | May 13, 2013 | Change Management, Innovative Problem Solving

In these times of difficult economic conditions, global conflict, domestic unrest, we all face challenges. I don’t’ care what the media says, companies and individuals for the most part are struggling. Illinois has the 5th highest unemployment and it is not...
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