Role-playing may seem silly, but it’s the solid foundation you need to succeed
Many people kid themselves that they are being client service oriented, when in fact they are merely being servile; it hurts them.
In the past few weeks, one Southwest Airlines flight suffered the first US airline casualty in a decade, while another flight had to be diverted when a window ruptured. While there have been some notable exceptions, I think it’s fair to say that the media and public response has been pretty much crickets. By contrast, […]