I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service.
Do you shy away from cameras and being the center of attention? Or do you LOVE being right in the action?
We've all seen those ads while scrolling on the internet that pull us in and makes us want to learn more.
Creating employee loyalty right from the starting line can be a challenge—especially when a new person is still getting to know your organization and team members.
It's never fun to share bad news with a customer. Many people are scared to be the bearer of bad news.