You Can Be Angry & Still Be Kind.

While flying to Toronto, a bad winter storm was pounding the North East.

The gate agent (Anna) announced that our flight was delayed. Toronto was keeping all inbound flights grounded until they could receive them safely.

Soon, I heard an irate passenger berating her. When will we take off? Why aren’t we leaving? This is ridiculous!

So much anger, I felt sorry for him but more than that I felt sorry for Anna, trying to stay calm during this verbal assault.

I needed to do something. I got in line behind the abuser. Just then he demanded Anna give him a Customer Comment Card and stomped off.

With a tremble in her voice, she asked, “how may I help you?” “How many Customer Comment Card’s do you have?” She looked at me like, “not another idiot.” Anna said, “about 40”. “Can I please have them all?” She timidly handed them to me.

I turned and said, “you all witnessed what I witnessed. This young lady is here to serve us, and make us happy. She does not control the weather. Will you help me by telling her company what a great employee she is?”

Everyone jumped at the chance to take a card. I turned to Anna, she had tears running down her cheeks, and she mouthed, “Thank You.”

Our world has way too much anger and rudeness. Let’s bring back kindness and civility.

#artcoombs #author #writer #publicspeaker #business #humanconnection #leadership #leadnotmanage #ceomindset #leader #businesstip #startups #culture #personaldevelopment #storytelling #selfhelp #ethics #management #entrepreneurship #kindness #bekind #intelligence #anger #tempercontrol #civility

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During the past twenty-five years, Art has worked in leadership positions with a number of global firms and their call/BPO centers worldwide. Currently president and CEO of KomBea Corporation, Art has served for more than a dozen years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.
Art has also served as executive vice president of business development and strategic initiatives for First-Source; CEO and founder of Echopass Corporation (the world’s premier contact center hosting environment, which was acquired by Genesys for about $110 million); CEO of Sento Corporation; and managing director and VP of European business development for Sykes Enterprises.
Art is a widely-published author of methodologies for BPO/contact centers, outsourcing, customer service, and technical support, and has served in leadership positions at Hewlett-Packard, VLSI Research, and RasterOps.

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