“Nice” School

Issue 7 and Volume 165.

BY ALAN BRUNACINI In recent columns, I described how, in the ’90s, our service collectively increased (although sometimes awkwardly) our awareness of how we interacted in a more positive human way with those who called for and received our service. As we continued and expanded that discussion, we became smarter about getting feedback from the customer in the customer’s terms and then developed improvements in how we actually delivered service based on what the customer remembered and related about the time spent with us. I guess we could say that doing this made us better readers and listeners and that that simply made us smarter. It is always wise to look at and use what happened in the past to improve what we do in the future. We had routinely reviewed how we delivered tactical service, but we had not before looked in a concerted way at how we interpersonally…

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