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March 11, 2009

Is Kindness, Care, and Empathy in Your Job Description?

Ryan Smith pointed me to this TED clip. In the first part of the presentation, Barry Schwartz talks about janitors in a hospital who go beyond their job description by showing "kindness, care, and empathy" to hospital patients and families.

I think that "extra something" is the missing ingredient in many so-called customer service positions. During this emerging new economy the businesses who fail to deliver the same level of service described in this clip will be the businesses that don't survive.

"Circuit City" comes to mind.

One warning- the video is 20 minutes, so if you don't have that kind of time (who does) at least watch the first 5.

10:02 PM in Customer Service |

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