Chris Markiewicz's Blog
Every Monday – thoughts, observations and ideas that hold up a mirror to who & how we are

Posts Tagged ‘Difficult customers

Two men and a hole – a lesson in empathy

November 5, 2012

A word that often comes up when I’m running customer care courses is empathy. However, when I challenge people to come up with a definition, especially as distinct from sympathy, they often struggle. So, I turn to a distinction I heard years ago on a motivational tape by a man called Bill O’Brien. Whilst it […]

Doing your best? It could spell trouble

August 15, 2011

Checking into a hotel in Dorset the night before a training course I asked the receptionist for an iron and board in order to iron a shirt that evening. Her reply:  “Certainly sir, I’ll do my best”  I went to my room. I showered, I rang my partner at home and prepared to go downstairs […]

Oussez

February 7, 2011

Few people will have heard of the relatively obscure Belgian philosopher Pierre Oussez, yet he can provide a significant contribution to improving how we all get on with each other. Before I say more about him I need to explain how his thinking can help most of us. This is probably best illustrated by a […]

Will someone PLEASE tell me what’s happening!

December 20, 2010

I can’t begin to imagine what it’s been like for the thousands of people stranded at UK airports over the past few days, along with others who have had their plans completely knocked asunder by the snow. I have come off relatively lightly so far to say the least – an afternoon at the bowling […]