Barbara Burke, a customer service consultant of 24 years, believes that “exceptional customer service is only possible when the employees providing the service feel valued and engaged.” With a focus on helping employees discover and use their own personal power, Burke wrote The Napkin, the Melon and the Monkey, a clever fable about a customer service employee named Olivia who discovers a way to manage the challenges of her job by changing the way she deals with daily situations. Though geared towards business people, the lessons of the book extend to the everyday situations.

With two young children, a husband and a car that rarely starts, Olivia isn’t quite off to a good start at her new job as a call center customer service agent. She often comes to work frustrated, and subsequently takes this frustration out on the callers she is meant to appease. On a particularly busy day at the call center, Olivia is feeling frazzled and seeks out Isabel, a fellow employee at the call center who has the unique ability of remaining calm at such a hectic place of business.  Isabel teaches Olivia her first lesson: that life isn’t life without problems. Afterwards, Isabel tells Olivia her secret of “unplugging,” that is, sitting, breathing and not thinking. As Olivia starts applying what she has learned to her work, she realizes that these tricks apply to her personal and home life too.  She continues to have a series of “Aha!” moments and begins passing the message along to others, and gradually starts living a happier, struggle-free life.

Marshall Goldsmith, author of the New York Times best-selling book What Got You Here Won’t Get You There calls The Napkin, the Melon and the Monkey “A marvelous tale packed with ancient advice that works for modern times. This book shows you practical techniques for handling life’s challenges more easily.” Ellen Krohne, Director of Capgemini said, “The simple wisdom in these pages can lead any organization to create happier employees and more satisfied customers.”

In addition to consulting, Burke is also a workshop leader and keynote speaker. She is known as an international expert and thought leader in employee engagement. The Napkin, the Melon and the Monkey is her first book.

Website: www.barbaraburke.com

- By Monica Odom