Tag Archives: American Express

How to Build Passion Literacy at Work

iStock_000016287487XSmall

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

Posted in Blog, Employee engagement, Great management behaviors | Tagged , , , | Leave a comment