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Delivering Exceptional Customer Service

Adjusting behavior to deliver outstanding customer service

Recently I was talking with a good friend of mine. I shared my experience at a local car dealership and raved about the excellent service I had received. Everything was exceptional.

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A Fishing Story

In the early 90’s I was a branch manager at a bank in New Orleans.

Back then one of my favorite colleagues was Dave. He could make everyone laugh. A few people did not appreciate Dave’s humor as it could be rather crude at times, but his delivery made up for his occasional lack of tact. His laughter was contagious, and he always had a new story to tell. Monday was always the best day of the

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“Under Pressure: Are You Being Yourself Too Much?”

Lately almost everyone I talk to tells me they are busier now than ever before.

The changes in the world economy are forcing everyone to find ways to be more productive and efficient. The improved communication technology is making almost everyone instantly and constantly accessible. The line between work and personal time is very blurred and usually we are also to blame. We are addicted to our

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How to use the Focus of your Team’s DISC Styles

A recurring source of frustration in the leaders with which I work is changing the behavior of their team members.

One of the reasons behavior change isn’t communicated effectively is leaders fail to consider the focus of each team member.

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Ghost Story

A Ghost Story

When two people meet for the first time, we ask, “How are you?” Do we really want to know?

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DISC: More than Meets the Eye

Ask 100 salespeople, and the odds are good that at least 80 of them will insist that they “know all about” the DISC behavior assessment tool.

D-style people are decisive, tough, and impatient. I-style people are sociable, talkative, and open. S-style people are calm, steady, and laid back. C-style people are precise, exact, and analytical. What else is there? Actually, quite a lot. Having that

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“Don’t Just Match The Style – Motivate the Style”

The main purpose for using Extended DISC® assessments is to develop awareness and clear understanding of HOW to modify one’s behavior.

Instead of repeating the same routine behaviors (i.e. how we communicate, motivate, influence others) with “hit-or-miss” results, we should aim to make conscious decisions about how to adjust our actions.  We do this by learning and incorporating the practical

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