Laurie Guest | Customer Service Expert | 815-758-5580

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If you've ever been to an airshow, you know how tight (literally!) a U.S. Navy Blue Angels team is in the sky. The amazing Bill Stainton talks about how these pilots get the concept of Showtime - up in the air, there's no room for anything but teamwork. You don't want to miss this Expert Excerpt!

Get more on Showtime at the article here:; and in lessons from Guest Encounters, my virtual training tool.

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Leading with a sorry statement isn't always the best tactic for resolving a customer service issue. In today's Expert Excerpt, Tim Durkin Speaker talks about validating a customer's frustration and has a very cool trick to resolving issues! See it in this clip, and read more on the topic in my article at the link:

Want even more? Get it in my virtual training tool at

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I'm Laurie, and I'm glad you're here. If you'd like to shoot me your email address, I'll (infrequently!) send over useful training resources, new articles and the occasional fun story from the road.