Past ezines

Here are samples of past ezines:

May/June 2012

Articles include:

The Hierarchy of Politeness

The Curse of Creativity

Who is the Customer Experience Manager for Your Customers?

Customer Service Lessons from a Cambodian Tuk-Tuk Driver

Are You Joyful at Work?

Are You Delighted by Simple Things? 

Interviewed on Business Innovators Show

March/April 2012

Articles include:

What Needs More Rigor in Your Life?

Do You Keep Your Customers in the Loop?

My Article About Bali Orphanage Won! 

Spring SE Asia Tour

Webinar Recording Available

Listen to Radio Interview

Let’s Connect on LinkedIn

Jan/Feb 2012

Articles include:

8 Lessons Learned from a Bali Orphanage

Against Stereotype

Spring SE Asia Tour

PayPal Paragon of Service

Get Early-Bird Price on Thought Leadership Symposium for Women

Article in Shanghai Railway

Nov/Dec 2011

Articles include:

New Presentation: “Authentic Leadership Presence: Benefiting From Strategic Authenticity”

Join me in Singapore Nov. 18!

Are You Squelching Your Staff’s Creativity?

Do You Make it Count?

Your Behavior with Friends May Influence Your Career

Do You Protest Progress?

The Cost of Not Listening

Wells Fargo’s Odd Process  

Sept/Oct 2011

Articles include:

Give Your Staff Your Opportunity to Shine

Do You Hide Promotions from Your Customers?

Terrific Tami

“Grow a pair”

“I wish you’d said something earlier”    

July/August 2011

Articles include:

Do You Have This Affliction?

Sign of Troubled Times

Candor with Kindness

How Small Businesses Can Profit from Blogging

Is Your Staff’s Ignorance Hurting Your Sales?

EasyJet Isn’t Easy 

New Home-Study Course and Webinar on Making Money In Your Jammies

May/June 2011

Articles include:

Redbox Customer Service is Golden

Do You Finesse – Or Just Frustrate?

What Do You Consider “Above and Beyond” Service?

Federal Government’s Customer Service – Oxymoron?

“You Are Being Rude!”

Listen to My Interview on “Monetizing Your Knowledge”

March/April 2011

Articles include:

Presentation Tip: Channeling Jerry Lewis

Addressing an Influx of Complaints

Quoted in Amex OpenForum Article

Do Your Policies Punish Your Customers?

Do You Have European Colleagues?

Would You Like to Make Money in Your Jammies?

January/February 2011

Articles include:

Watch Webinar Recording

Retailer Shows Stellar Service Creates More Sales

Talking to Pretend Participants

Be Courageous When Initiating Negative Conversations

Speaking Customer Service Reps’ Language Yields Great Results

Are You Measuring the Wrong Things

Creating Disengagement

November/December 2010

Articles include:

Join Me for a Free Webinar

The Kindness of Strangers

Management Lessons from a Shepherd

Service Breakdown Caused by One Hand Not Knowing What the Other is Doing

September/October 2010

Articles include:

Join Me for Free Webinars

Presenters: Be Both Earth-Friendly and Audience-Friendly

Are Your Reps Sharing Important Details?

When Should Extra Charges be Disclosed?

Do You Expect Your Customers to Know Your Processes?

Two Free Personal 360 Reports for Leaders Still Available

Avoid Creating Disappointed Customers

Would You Like to Make Money in Your Jammies?

July/August 2010

Articles include:

Get Your Free $650 personal 360 Report for Leaders

What Makes Gayle’s Bakery Always Have a Line of Happy Customers?

Do You Allow Obtuse, Stubborn Staff to Wreck Havoc?

Watch the Webinar Recording

When Is It Bad News That the Economy is Picking Up?

“I Have the Best Job in the World”

Are You in Love With Your Slides?

Magic Yellow Cards

Next Dates for the “Get It Done Program”

Featured in New Magazine

Appointment to the Global Speakers Federation Board!

May/June 2010

Articles include:

Workshifting Trends from a 20-Year Veteran

Join Me for a Free Webinar June 10

Magic Yellow Cards

How Full is Your Bank of Grace?

New Dates for the “Get It Done Program”

March/April 2010

Articles include:

Top 10 Blogger Award

Customer Service Delight Exemplars

Could You Use Adult Supervision?

Ending Your Presentation on Time Shows Professionalism and Respect

New Dates for the “Get It Done Program”

Customer Service Bullies

New Edition of Calming Upset Customers Released

January/February 2010

Articles include:

New “Get It Done Program”

Resetting Your Default

Are You Giving Your Future to Others?

Balancing Friendliness with Efficiency

Learning More Than You Teach

Are Your Coupons and Sales Backfiring?

At Work Are You More Like a Chorus Line Dancer or a Soloist?

November/December 2009

Articles include:

New Books Now Available in Printed Version

Fresh Look to Web Site

The Surly Stylist

Door-to-Trunk Service

Waste Pick Up Mix Up

New Inscape Publishing Product Catalog

Housekeeping Asleep at the Wheel?

Bad News in the Newspaper Service Department

August/September 2009

Articles include:

Being a Conscious Conversationalist

Fabulous Service from AT&T

Apple’s Unique Take on Tech Support

Sensitive Service from Prudential

June/July 2009

Articles include:

Brunei Bank Managers Are Stars!

Special Pricing for You on Our Newest Books

Outstanding Service at Brunei’s Empire Hotel

Singaporeans Hungry to Enliven Training

Buca di Beppo Service Goes Blop!

Charming Hospitality at Rustic Resort

Free White Paper

March/April 2009

Articles include:

Sales Skills for Non-Sales Staff

Is Training Punishment for Your People?

Effective Customer Complaint Management

Do Your Staff Follow Through on Your Advertisements’ Promise of Superior Service?

Service Secrets from the World’s Most Luxurious Hotel

Jan./Feb. 2009

Articles include:

Bike Shop Spins Customer Loyalty

Management Makes Right Decision

Customs Officers Should Learn the Custom of Respect

How to Keep Developing Your Key Talent Even When Budgets Are Slashed

Impressions from Dubai

Sept./Oct. 2008

Articles include:

Amara Hotel Exemplifies Superior Service

New Just-in-Time Online Learning Resource

Singapore Airlines Again Shows Stellar Service

How Do You Show Your Customers Your Trust?

Do Your Staff Understand Your Customers’ Experience?

Are Your Staff Heading Off Customer Upsets?

South East Asian Images

May/June 2008

Articles include:

What’s Your Definition of Above-And-Beyond Service

13 Ways to Get More Done at Work

How Do Your People React to Dissatisfied Customers?

What Do Malaysians And North Americans Have in Common?

Bully Free At Work: Surprising Facts You Need To Know About Workplace Bullying

February/March 2008

Articles include:

Customer Service and Sales Observations from India and Singapore

Sales Techniques Learned from Indian Shopkeepers

Soaring Customer Service

Lessons from Asian Executives on Effective Complaint Handling

Could Your Organization Benefit from a Consideration Campaign?

Snapshots from India

Sept./Oct. 2007

Articles include:

How Can You Achieve Long-Term Results for Your Training Dollar?

What’s Your Approach to Department Training?

How Can You Provide Long-Term Development on a Budget?

8-Step Process for Creating a More Effective Workforce

July/Aug 2007

Articles include:

Focus on The Customer – Internal or External

Do Your Staff Make Any of These Mistakes with Customers?

How Can You Provide Strategic Customer Service to Internal Customers?

Get Ideas from These Case Studies

14 Tips for Calming Upset Customers

June 2007

Articles include:

Six Top Questions Leaders Ask About Developing Key Talent

$150 for Calming Upset Customers video

Phenomenal Blended eLearning Solution?

May 2007

Articles include:

Permission to Stay in Touch?

Announcing New Blog

Invitation for You