This customer service fable follows frontline rep Olivia, as she deals with everyday problems in the service center. Olivia’s life lessons are amusing and memorable, and provide essential principles in a digestible fashion. Her story is one that every frontline rep can relate to, and her route to success is one that everyone can learn from. With easy-to-understand parables and down-to-earth language, this charming story of achievement will appeal to everyone who has ever looked for the answers to their work worries.
In this book, readers will find important lessons including:
- The SODA principle (Stop. Observe. Decide. Act) — A sure-fire formula for staying calm in any emotionally-charged situation (including customers who are acting badly.)
- Unplugging — A centuries-old practice to reduce anxiety and promote creativity.
- Aha!s — 22 practical wisdom insights that become the framework for living a happy life.
- Storytelling — The “wisdom stories” within the story offer time-tested lessons anyone can use to be happier and more successful.