You are mid-shift. A customer is hot. The chat window is blinking, the phone line is live, or the email is sitting there in all caps, and you have about ten seconds to say something that lowers the temperature instead of raising it. You know how to de-escalate angry customers over chat, phone, and
...
Ā In 1998, a man named Doug Wojcieszak lost his oldest brother.
Jim went into the hospital. The staff mixed up his chart with their father's chart. His heart attack was misdiagnosed. And Jim, who should have walked back out, did not.
What happened next is the part I want you to sit with.
The hospi...
On a morning walk with my good friend, I mentioned that I wanted to put in wood flooring. My friend told me that her friend recently had a contractor install wood floors in her home and that she was happy with the job.
Ā
I visited this person's home and was impressed with the flooring. Three month...
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