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This month of Thanksgiving is a time when many of us reflect on our many blessings. One thing that often isn’t top-of-mind on our list of things to be thankful for, though, is our employees. And …

Date posted: November 10, 2011 | Author: | Comments Off on Five Ways to Thank Your Employees

Categories: Articles - Employee Relations

Recently, I intercepted what could have been a travel disaster for me as I saw an airline attendant about to put the wrong shipping tag on my luggage. Fortunately, I was able to alert the attendant …

Date posted: September 26, 2011 | Author: | Comments Off on Trust is a Fragile Thing

Categories: Articles - Service Excellence

Your hospital’s reputation depends not only on what your patients say about their experiences, but also what their family members or visitors have to say. After all, they see and hear things that …

Date posted: September 26, 2011 | Author: | Comments Off on Baffled about HCAHPS Scores?

Categories: Articles - Mystery Shopping

You never get a second chance to make a first impression, and this is especially true with phone encounters. So, making a great first impression on the phone is essential to any business, …

Date posted: August 22, 2011 | Author: | Comments Off on She Said WHAT!?

Categories: Articles - Mystery Shopping

1. Define Your ObjectiveIdentify one or two service issues you would like to learn more about. Priority areas can be related to feedback you received from surveys as well as complaints or comments …

Date posted: July 21, 2011 | Author: | Comments Off on All about Intercept Interviews

Categories: Articles - Tools You Can Use

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