Tag Archives: knowledge

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Actionable Customer Service

Actionable Customer Service and Missed Opportunities

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There is a great thing about customer service. Nearly everyone believes that he or she knows how to do it well. Customer service isn’t rocket science, but it does have a lot to do with our actions. Actionable customer service may be one of the most important things about your knowledge.

Yesterday I attended a C Suite Thought Summit in New York City. Jeffrey Hayzlett and his team hosted the event and they always do a fantastic job.

What are some of the greatest things about any business event? Sure, it is the speakers, panel discussions, and sometimes the food, but the best thing is the networking opportunities. Networking opportunities abound at these events and often people don’t take advantage of them.

Missed Opportunities

At the event as I chatted with someone I just met, she mentioned some of her interests and why she was attending. I definitely knew a person there that she should meet and I suggested she go introduce herself.

She said, “I should just go right up and give my pitch?”

It was a question, not a statement. The answer of course is obvious. It was obvious to her and obvious to me.

It certainly was not that she didn’t know what to do. She was hesitant to act.

Service Economy

We are in the midst of an expansive service economy. This isn’t really new, it has been shifting for decades. Only now, it is expanding at a pace perhaps unlike anything that has happened before.

Service is what creates value for organizations. It is an opportunity and one that shouldn’t be missed.

One problem is that many see it happening right before their eyes but they don’t always act. They probably know what to do, or at least have a good idea to work with, but often they don’t act.

Actionable Customer Service

For everyone, whether it is the moment you are in the middle of a sales transaction, or the moment a new opportunity pops up right in front of you. Only one thing stands in your way.

It often isn’t a lack of knowledge. It is a lack of action.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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Innovation and the Generations

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Who are the best innovators? Does a generational trend exist that makes one workplace generation more innovative when compared to another? The fast argument may be that traditionals and baby boomers are stuck in their ways and in an opposing view the millennials or generation 9/11 people are more likely to innovate.

Team leader giving a presentation

Like most complex subjects, there can be arguments from many different sides. Here are three simple ideas to help break this down:

Willingness to Change. Innovation requires change. The truth about change is that it makes everyone feel a bit uneasy, nervous, and afraid. Propensity for change is typically not a generational issue, it has a whole lot more to do with what a person feels they have to gain or lose, regardless of generational representation.

Restrictive Knowledge. Effective problem solving usually involves approaching problems within a framework. Often we frame situations and problems based on our knowledge. This very act of framing often limits innovation. Many experts would agree the best innovation happens when you let go of knowledge that restricts vision and as some would say, dream big.

Creativity Culture. We often hear about cultures being built through mainstream quality and efficiency ideologies like Six Sigma, LEAN, and Kaizen. These high quality principles (which are effective for their designated purpose) often drive people to reach a standard and once the standard is achieved to never change, never deviate, and to just repeat the process. People who are conditioned to think within these high quality standards may develop a restrictive view of innovation. A creativity culture requires unleashing restrictive thinking.

Keep in mind that in a world of constant change, the riskiest place to be is stuck in the status quo. Innovation, like change, knowledge, and culture are not limited to any specific generation. Innovation occurs when individuals and teams are willing to let go of limitations, step out of their comfort zone, and support each other to explore new or alternative possibilities. 


Dennis E. Gilbert is a business consultant, speaker, and coach that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is the author of the newly released book, Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at DennisEGilbert.com or by calling +1 646.546.5553.

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Legacy is a bold word. People sometimes don’t see or believe that each and every person has the opportunity to build some kind of legacy. It may seem small or insignificant, or it may seem larger than life. When you consider legacy, size doesn’t matter—does it?

Sure, being one the richest people on the planet, the President of a country, or a medical researcher who discovers a valuable cure may enable a rather notable legacy; but even ordinary people build them. There is that all important teacher you had in high school, that friend of a friend who created something special, there are aunts, uncles, mom’s and dad’s. We can go on, co-workers, a boss, you name it. People have the opportunity to build a legacy; but perhaps only when they choose to.

A legacy is handed down. It is a gift, a rite of passage. It can be knowledge, wisdom, or even something material, but it happens most when you make a conscious choice to build one.

What legacy are you building—or am I asking the wrong person?


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