problem solver | James D. Feldman, CSP, CITE, CPIM Shift Happens!®

Shift Happens! When you lose innovation focus.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Sep 19, 2019 | Change Management, Innovative Problem Solving, Learning Experience, Shift Happens

PROBLEM How does a firm or an individual begin to use creative thinking to innovate? Laser Focus! First, understand that innovation isn’t always about inventing products using new technology. Thousands of successful products or services are used in a radically...

Shift Happens when you say YES. A short course in Customer Service to any reasonable request.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Sep 6, 2019 | Customer Service

When your Customers get upset, you have to get back in their good graces or risk losing their business. Here are five rules to turn a Customer Service problem into a loyal buyer. Rule #1: Face the problem now. Rule #2: Lend a sympathetic ear. Rule #3: Admit your...

Shift Happens!® When you influence others.

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...

Shift Happens!® When doctors and nurses have more patience.

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...

Shift Happens!® When You Don’t Listen To Your Customer

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...