Lee Cockerell asked his 12 year old granddaughter what makes great customer service. Her simple answer of "Be Nice" can have a profound impact on your organization. 
In this episode Lee explains how being nice will help you in customer service, management, and other areas of your life. Lee also outlines a script you can use to be nice during difficult conversations. 
Lee also talks about how to handle a culture of poor customer service in a small company.