Use the acronym LEAD to validate customer emotions so that you are adding value to every interaction. *************************************** WEBSITE: http://josephmichelli.com FACEBOOK: https://www.facebook.com/TheMichelliExperience TWITTER: https://twitter.com/josephmichelli PODCAST: http://josephmichelli.com/podcast BLOG: http://josephmichelli.com/blog/ *************************************** Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience.