shift happens Archives | Page 4 of 19 | James D. Feldman, CSP, CITE, CPIM Shift Happens!®

Shift Happens!® When you overcome objections.

by James D. Feldman, CSP | May 5, 2018 | Shift Happens

Shift Happens!® when you align your Customer Experiences to outcomes.

by James D. Feldman, CSP | Apr 30, 2018 | Customer Service, Learning Experience, LESSONS, Shift Happens

Customer service in the US is polarized. Customers love your company, product, or service or not. Often it’s because you love your Customers so they love you back. This infographic helps you to see what happens when Customers are not the primary focus of your...

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

by James D. Feldman, CSP | Jun 5, 2017 | Change Management, Innovative Problem Solving, Learning Experience, LESSONS, 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 James D. Feldman, CSP | 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...

Shift Happens!® When they carry you off when you carry on

by James D. Feldman, CSP | 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...