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."
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."
Director Global Workforce Learning & Development
Save the Children
- How Joe Paterno Can Continue to Inspire
- They Lay Off HR Too, Don’t They?
- Have You Lost Respect For Your Boss?
- How to Build Passion Literacy at Work
- The Hope of HR: “People are fundamentally good.”
- Miles of Wisdom: The First Thing to Know About Inspiring Great Customer Service
- The Hope of HR: Prepare to Be Amazed…Every Day
- Five Ways to Beat “No Job/No Job” Discrimination
- The Networking Tool that Beats Facebook Hands Down
- Career Fear: Put Anxiety in Its Place
Tags17 Rules 60 Minutes American Express Arte Nathan attitude Avery Dennison bad bosses bully bosses candidates Career management children chronic complainers community Cornell University Corporate Communications customer service David Russo depression Diane Dixon Disney Consumer Products Duncan Mathison EAPs employee engagement healthcare health care HR HR career advice HR career management human resources job hunting; discrimination job interviews job search lay-offs leadership Martha Finney meaning networking unions Unlock the Hidden Job Market voice of the employees
Tag Archives: customer service
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
(Note: Engaged employees are literally a wealth of knowledge. Whether they are high-performing individual contributors who love their jobs or managers who score high on the engagement surveys — if they love their work, they’ve got something to teach us all. They’re better than a textbook. They’re better than a motivational seminar. They’re the real deal. And they’ve got great stories!
Because I interview engaged employees as part of my consulting practice, I’m collecting miles of wisdom in the form of great video footage. With the permission of my clients and interviewees, I’ll periodically post highlights from powerful conversations. Like this one.) Continue reading