Social Sensitivity And Empathy: Key Traits for Customer Service Excellence
The objective of the experiment was to measure group intelligence. It involved 699 people placed into teams of two to five. The tasks included brainstorming, moral reasoning, puzzle-solving, typing and negotiating. The study was led by Harvard-trained Assistant Professor of Organizational Behavior & Theory, Anita Williams Woolley of the Carnegie Mellon University in Pittsburgh, Pennsylvania.…
Read articleDisabled at the Front: Dealing with Customer Service Personnel with Disabilities
Sarah was always aware that doing what she loves was always going to come with some challenges. Serving customers and making them happy was all she had always wanted to do. But she knew that was not going to be easy. For instance, she knows she is not as agile as her other colleagues. Having…
Read articleChanging Africa Through Responsible Entrepreneurship
Investisseurs & Partenaire pour le Développement (I&P), one of Africa’s leading private equity investor, is seeking responsible partners for a mutually-beneficial marriage. This was exactly how I&P’s Chief Executive Jean-Michel Severino put the company’s quest on the African continent. Mr. Severino made this request when the B & FT sat with the former Inspector of…
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