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Books by Martha
"Can you really find a career to satisfy your soul while it meets your career dreams? Yes! Click on the cover of this inspiring ebook to learn more!"
"This book touches not only the heart, but also the mind and soul of the HR profession. It's full of ideas with impact, tools and tips...and wonderful stories."
Dave Ulrich
Professor, University of Michigan Business School
co-author, The Why of Work
"A fun and easy-to-read blueprint on understanding and creating engagement within a team. No high falootin' business jargon here -- Martha Finney tells it like it is."
Kirsten Clark
Director Global Workforce Learning & Development
Save the Children
Tag Archives: American Express
How to Build Passion Literacy at Work
I just had a fantastic experience with a call center rep! I had to call American Express this morning. After going through the dreaded automated menu of multiple options, I heard a cheerful voice saying, “May I help you?”
I could go on forever about how fabulous this person was. No script, patient listening while I ranted in a somewhat disorganized way, she gave me more information than I thought I wanted. When I thanked her profusely for her wonderful service, she rhapsodized about how much she loves taking care of customers’ needs.
But she didn’t want anyone to know about what a great job she does. When I asked her her name (which she shyly gave me one piece at a time), I then asked her, “Who do I talk to about how wonderful you are?” After putting me … Continue Reading
