Everyone wants to know why customer service has gone to hell in a handbasket. I want to know why customer behavior has gone to hell in a handbasket. - Brené Brown
" "Everyone wants to know why customer service has gone to hell in a handbasket. I want to know why customer behavior has gone to hell in a handbasket.
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About Brené Brown
Casandra Brené Brown (born November 18, 1965) is an American research professor, lecturer, author, and podcast host. Brown is known in particular for her research on shame, vulnerability, and leadership. A long-time researcher and academic, Brown became famous following a widely viewed TED talk in 2010. Since then she has written six number-one New York Times bestselling books, hosts two podcasts and has filmed a lecture for Netflix. Brown holds the Huffington Foundation's Brené Brown Endowed Chair at the University of Houston's Graduate College of Social Work and is a visiting professor in management at McCombs School of Business at the University of Texas at Austin.
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Brene Brown
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If you put shame in a petri dish and cover it with judgment, silence, and secrecy, you’ve created the perfect environment for shame to grow until it makes its way into every corner and crevice of your life. If, on the other hand, you put shame in a petri dish and douse it with empathy, shame loses its power and begins to wither. Empathy creates a hostile environment for shame — an environment it can’t survive in, because shame needs you to believe you’re alone and it’s just you.
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