Customer Service

Welcome to our blog! Gilder Group International (GGI) is a Dallas-based consulting firm that specializes in learning, human performance and organizational development (OD) services. We partner with organizations that use continuous learning to empower their people to grow themselves and grow the business. Founded by Michelle Y. Gilder, with her passion for empowering people, GGI’s team of Experienced Practitioners have collectively devoted 100+ years to sharing the timeless principles of Mastering Leadership.

The meaning of the word Mastery as defined by Art Kleiner, “Mastery, as we use the word today, reflects maître. It means the capacity not only to produce results, but also to “master” the principles underlying the way you produce results” – -from The Fifth Discipline Fieldbook by Peter Senge, et. al.

In his book, The Servant, author James C. Hunter defines Leadership as “the skill of influencing people to work enthusiastically toward goals identified as being for the common good”.

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By Guest Blog Author, David Reed

I was just watching one of my favorite movies, Pretty Woman. (Don’t laugh) There are a couple of scenes that I wanted to reflect on for a minute. Early in the movie, the hotel manager is finishing a conversation with Edward Lewis (played by Richard Gere) and as Edward turns to walk away the manager mentions that his name is Bernard Thompson. It appears that Edward ignores the manager.

At the end of the movie, there is a scene when Edward is again talking with the hotel manager. Edward asks the manager to return some jewelry for him. The conversation ends with Edward thanking the manager by saying: “Thank you Mr. Thompson.”

You can see the pride in the face of Mr. Thompson. He had thought that the important Mr. Lewis did not know his name, but being called by name made him feel special.

Regardless of who you are and your position in society or within a company, work on remembering the names of people to meet. Calling someone by name is a sign of respect and a great secret to delivering exceptional customer service! Work on it! Develop a method to help you recall someone’s name. You never know when you will make someone’s day by simply calling them by name.

David Reed is President of Customer Centered Consulting Group, Inc. His firm provides speaking, training, and consulting services for a wide variety of clients. Contact David at info@cccginc.com.

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Remember a Name: Make Someone’s Day!