A great deal of customer service-speak that comes from training gurus often seems very far removed from working in a nursery, but last year I heard a trainer from the US give a speech on customer service which gave me food for thought. Speaking at an Investors in People dinner at Humberside TEC, she astutely summed up two kinds of people we meet every day - those like ducks who constantly moan 'quarrk quarrrk', and those who aspire higher and soar like eagles.
The speaker gave examples of poor service she had received in shops or restaurants, of indifferent workers, of those who had passed the buck or just not cared. The opposite of these 'ducks' were people we meet (not just in service roles) who radiate positivity, creatively solve problems and generally put themselves out for others.
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