You’ve just offered assistance to one of your guests or customers, and they say, “Thank you!” In that very moment, what is your response to this expression of gratitude? Perhaps you reply with the traditional “You’re welcome.” But perhaps you’re in the habit, instead, of saying “No problem” — or “Not a problem” — or “No worries.” While these latter responses might be appropriate for more informal personal settings, there are very good reasons to avoid them in the context of customer-service interactions. Here’s why ….
A good question can open minds, shift paradigms, and force the uncomfortable but transformational cognitive dissonance that can help create thinkers. In education, we tend to value a student’s ability to answer our questions. But what might be more important is their ability to ask their own great questions–and more critically, their willingness to do so.
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