The One Important Word in Customer Service

3 Strategies to Ensure Your Team Is Using It.
I just finished one of those weeks; you know –  those weeks I am sure you have them on occasion – the kind of week where nothing seems to go right. I left home without my wallet, accidentally double booked a meeting, and had multiple travel delays and issues.
At the conclusion of the long week, I was on my last nerve, when my flight home was grounded. The flight attendant kept coming going on air and telling us that we would be taking off any moment. Then we would sit for another twenty minutes until she came back on and made the same announcement.
When we had been on the tarmac for more than two hours, I was getting well, let’s say, frustrated. I was getting frustrated because I was tired of sitting on this plane, but more than frustrated because I was