As we start the new year, keep in mind the negative impact of IKTA disease.
The acronym, which stands for “I Know That Already,” was coined by service experts Val and Jeff Gee. IKTA, they say, is a disease that stops us from learning new things, because we truly believe we know everything about the topic already.
The solution, say the Gee’s, is to “open your mind, clear your head of what you think you know, and be prepared to learn something new.” Stamping out IKTA disease will improve the quality of interactions with customers and coworkers alike.
More tips for continuous learning appear in the January issue of Customer Communicator newsletter.