Help Me Holly!

1. 2 The Human Need Behind the Business Need

Lesson 1.3 The Me Sign

Lesson 1.4 The Maestro in the ME Orchestra

Lesson 1.5 The Importance of Remembering

Lesson 1.6 Remembering: The Potsticker Sauce

Lesson 1.7 Empathy: The Heart of Service

Lesson 1.8 Touch the Customer's Heart

Lesson 1.9 100% Focused on the Customer

1.10 Feeling "Seen"

Lesson 1.11 No Gossiping Allowed

Lesson 1.12 Be Authentic

Lesson 1.13 The Servant's Heart

2.2 Stop in the Name of Love

2.4 The Panicked

2.5 Cut to the Chase

2.6 The Imprisoned

2.7 I'm Better Than You

2.8 The Clueless

2.9 The Turtle Hat of Service

2.10 Defining Service One Word

3.2 The 5-10 Rule for Welcoming

3.3 Never Say "It's our policy."

3.4 Never Say "Unfortunately . . ."

4.2 Asking for Ridiculous Things

4.3 I Want to Speak to Your Supervisor

4.4 It's NOT OK to Speak to Me That Way

4.5 Tipping

4.6 Break the Rules.

5.2 Needing to Be Right

5.3 The Strawberry Story

5.4 The King Bed Story

5.5 I Blew It. I Knew it.

5.6 Obnoxious People

5.7 Just Let It Go

6.2 Visual Communication

6.3 Verbal Communication

6.4 Vocal Communication

6.5 Words Have Vibes

6.6 High Frequency Words

6.7 Yes . . . AND

6.8 Low Frequency Words - The "No Problem" Problem

6.9 The "YES" Culture

6.10 Keeping Customers "In The Loop"

6.11 What About Email?

7.2 Have You Been Listened To?

7.3 Did I Miss Anything?

7.4 Empty First to Listen

7.5 Question to Clarify - Open and Closed

7.6 Be a Detective

7.7 Three Magical Words

7.8 Curiosining

7.9 The Question Behind the Question

8.2 Understanding Emotional Needs

8.3 Thanks for Letting Us Know

8.4 Customers Need to Know You Care

9.1 The Wings of No

9.2 Saying No

9.3 Knowing the Alternatives

9.4 What Are You Saying "NO" About?

10.2 Choose to Take the High Road

10.3 Your Job Isn't to Make Someone Happy