Items related to The Napkin, the Melon, and the Monkey: A Customer Service...
When Olivia, a newly hired customer service representative, loses her cool with angry customers, she turns to the call center′s wise woman, Isabel, for extraordinary advice:
The Napkin:
Using a diagram on a napkin, Isabel teaches Olivia to separate herself from her negative thoughts by reaching a quiet place and gaining the ability to see what is.
The Melon:
Using a fable about watermelons that fight constantly until they realize they are all part of the same plant, Isabel teaches Olivia about team building and leadership skills.
The Monkey:
Isabel teaches Olivia about the importance of knowing when to let go with a story of stubborn monkeys who, when reaching into containers to get coconut meat, could only remove their hands by letting go of their prized treats.
Both a customer service guide and a philosophical guide to better living, this book offers a practical, easy–to–apply approach for improving employee engagement, retention, and productivity.
Barbara Burke (Northfield, MN) is a consultant and speaker focused on the people side of customer service management.
"synopsis" may belong to another edition of this title.
- PublisherWiley-Blackwell
- Publication date2009
- ISBN 10 0470419822
- ISBN 13 9780470419823
- BindingHardcover
- Number of pages192
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