Business requires resilient leaders to weather inevitable storms; they will also need a generous helping of human creativity and innovation. Sustainably breathing life back into the economy will call for imaginative solutions driven by resilient leaders. So go forth and get comfortable being uncomfortable.
Responding to a customer’s “Thank you” with a casual, downplayed “No problem” or “Not a problem” misses the opportunity to acknowledge your skillfulness and selfless generosity–as part of a job well done–and to dignify the exchange with an elegant “You’re so welcome”.
The skill set you need to make empathy-based customer service your default mode.
As hotels have franchised their brands, sadly so have experiences become scripted. Unfortunately, it is virtually impossible to follow a script and be truly empathetic to the customer.