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Episode Directory

August 2013

  • 8/7/2013: Psychopath Customers: The Rising Problem of Bad Customer Behavior Listen Now

July 2013

June 2013

May 2013

Lori Andrews, JD

Lori Andrews, JD, is a distinguished professor of law at Chicago-Kent, College of Law and director of Institute for Science, Law and Technology. ● EXPERIENCE: She is the author of 11 nonfiction books and 150 articles on biotechnology, genetics and social networks. Her latest book is, “I Know Who You Are and I Saw What You Did: Social Networks and the Death of Privacy (2012).” Professor Andrews frequently appears on television, including on Oprah, 60 Minutes, Good Morning America, and Nightline. She is also the creator of the Social Network Constitution. ● EDUCATION: She has a J.D. from Yale Law School; and a BA from Yale College, summa cum laude. View Guest page

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Dr. David Aron

Dr. David Aron, is a marketing professor and consumer researcher. He is a professor at Dominican University in River Forest, Illinois. ● EXPERIENCE: Dr. Aron has several years in the retail mall management and online retail industries. His research background includes exploration of consumer satisfaction and dissatisfaction, consumer grudgeholding, and guerrilla consumer behavior as well as client-based, interactive approaches to teaching. He has written and co-authored over two dozen publications and conference presentations, including: Caging the Guerrilla Consumer; Preventing Consumer Grudges Across the Age Spectrum; Firing Back- Antecedents and Desired Outcomes of Consumer-Created Brand Hate Sites; and Their Client is Waiting: Teaching Opportunities through Client-Based Service Learning.● EDUCATION: He has a PhD in Marketing (Business Administration) from the University of Michigan; an MBA in Marketing and Human Resources Management from Ohio State University; and a BA in Psychology from Northwestern University. View Guest page

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Dr. John Bear

Dr. John Bear is co-author of Degree Mills: The Billion-dollar Industry That Has Sold over a Million Fake Diplomas. He is an author, educational consultant and expert witness. Dr. Bear is author or co-author of 35 books with major publishers (Random House, Time-Life, McGraw-Hill, Harcourt Brace, and many more. ● EXPERIENCE: He is a world-known expert on diploma mills. He has over 40 years of experience in the business and education sector. He has an extensive business, consulting and publishing background. He has consulted the Federal Bureau of Investigation (FBI) on their investigation of diploma mills. He has appeared on Good Morning America, 60 Minutes, Today, Inside Edition, NPR interviews: Fresh Air with Terry Gross, and Late Night with David Letterman to name a few.● EDUCATION: He has a Ph.D. in Communication from Michigan State University; a M.J. in Journalism from University of California, Berkeley; a B.A., in Psychology from University of California, Berkeley; Reed College, physics and psychology major. View Guest page

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Bren Buchalski, JD.

Bren Buchalski, JD., is CEO and Director of C4C: Kaleidoscope. Her specialties are in: Law, Criminal Justice, Psychology, Counterterroism, Peace & Conflict Studies, Crime Prevention, Hostage Negotiation ● EXPERIENCE: Her professional expertise lies in the fields of: Criminal Justice, Law, Mental Health, Peace & Conflict Studies, Higher Education, Advocacy and Lobbying. Her professional expertise also includes that of Restorative Justice, Disaster and Crisis Management. She assisted in two mayoral political campaigns, that of Mayor of Baltimore, and Mayor of San Antonio. She currently is on the Board of The Ghana Visions Foundation (GVF). ● EDUCATION: She has a JD from University of Maryland School of Law; MA in, Counseling-Mental Health from St. Mary's University; and a BA in Political Science from Johns Hopkins University View Guest page

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Dr. David T. Cadden

Dr. David T. Cadden is a management professor in the Entrepreneurship and Strategy Department in the School of Business at Quinnipiac University, Hamden, Conn. He has 30 years of experience in consulting and teaching. He has a Ph.D. and MBA from Baruch College and a BS in Civil Engineering from Polytechnic Institute of New York University. He is co-author of Small Business Management in the 21st Century with his wife (Dr. Sandra Lueder). View Guest page

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Dr. Mateen Diop

Dr. Mateen Diop is an educator, author, and magazine publisher. He is currently a professor of Education at University of the Incarnate Word; and a director of instructional technology at San Antonio Independent School District. He is also a former principal. He is also founder and publisher of All Things Educational magazine. He has served in the US Air Force for 6 years and has travelled extensively throughout Europe and has received several medals of honor as a member of the US Armed Forces. He has over 20 years of experience in the education sector. Dr. Diop has written two books. •He has an Ed.D. from Texas A&M University-Kingsville. View Guest page

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Robert FitzPatrick

Robert FitzPatrick is President and founder of Pyramid Scheme Alert. He is the co-author of False Profits, the first book to examine the relationship of multi-level marketing to pyramid fraud. ● EXPERIENCE: He has conducted extensive research on multilevel marketing for more than 20 years. He has been interviewed on CBS 60 Minutes and NBC Today, Mother Jones, the Wall Street Journal, CNBC and New York Times. He has served as an expert witness for the U.S. Department of Justice, Attorneys General in four states, and the County of Fresno, California. He has provided consulting and expert services in more than 20 courts cases against pyramid schemes. ● EDUCATION: he has a BA from Belmont Abbey College. View Guest page

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Dr. Jackie Gilbert

Dr. Jackie Gilbert is a Professor of Management in the Middle Tennessee State University College of Business. She has a Ph.D. and MBA from the University of Houston; and her BBA in management from the University of Texas at Austin. Her research background is in cross-cultural studies, human resource management, diversity, and gender issues. She has presented her research at national and international conferences, and has published in journals such as the Academy of Management Executive, Sex Roles, Journal of Applied Social Psychology, Human Resource Planning, Journal of Business Ethics, Group and Organization Management, and Business Horizons. View Guest page

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Dr. Velma Gooding

Dr. Velma Gooding, is a Professor and researcher of Marketing in School of Business and Leadership at Our Lady of the Lake University in San Antonio, Texas. She is an expert in the field of ethnic and minority marketing. ● EXPERIENCE: Dr. Gooding has conducted research in foreign countries. She won the Hearst Awardfor research. She was awarded the Winter 2012 OLLU Research Grant for her research in South Africa; awarded the Fall 2011 OLLU Research Grantfor her research in India and China; awarded the Spring 2010 Hearst Award for her research in France; awarded the grant from the American Marketing Association Valuing Diversity, for research she conducted in France. She has conducted research and presented at conferences around the world. She is currently conducting research on emerging markets; ● EDUCATION: She has a Ph.D. in Advertising from the University of Texas at Austin; MA in Journalism and Mass Communication from Iowa State University; and a BA in Journalism from Hampton University. View Guest page

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Shari Harley

Shari Harley, is author of “How to Say Anything to Anyone: A Guide to Building Business Relationships That Really Work.” She is founder and President of Candid Culture, an international training and consulting firm that focuses on bringing candor back to the workplace. ● EXPERIENCE: Before launching her business Shari led leadership development training for OppenheimerFunds, conducted customer service training for American Century Investments, and facilitated and sold programs for Dale Carnegie Training. She has training organizations in Singapore, Thailand, Malaysia, India, Dubai, and Australia. Some of her clients include IBM, DirecTV, Starz Entertainment, Blue Cross Blue Shield, Noodles and Company, and the University of Colorado. ●EDUCATION: She holds an MA in Communication-Training and Organizational Development from University of Denver; and a BA in Psychology from Washington University. View Guest page

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Courtney Hefferman Mimmo

Courtney Hefferman Mimmo is Social Media Director for O’Connell & Goldberg (O&G) public relations. ● EXPERIENCE: She previously served as digital client manager for Zimmerman Advertising in Fort Lauderdale, where she led successful strategy, social platform performance, blog content, and web/media unit analytics initiatives for such clients as Atlantis, Paradise Island; Friendly’s; QVC; and White Castle. She also was creative services coordinator for WSVN-TV News in Miami and project manager at Henninger Media Services in Arlington, Va; ● EDUCATION: She has a BA in Media Studies from the Catholic University of America. View Guest page

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Dr. Linda Henman

Dr. Linda Henman, Owner of Henman Performance Group, a consulting practice. She has more than 30 years experience with providing consulting to organizations. She has worked with major firms such as Emerson Electric, Avon, SSM Healthcare, and Tyson Foods. She has a Ph.D. in Organizational Systems, two MA degrees in both Interpersonal Communication and Organization Development, and a BS in Communication. She is the author of Landing in the Executive Chair: How to Excel in the Hot Seat, and The Magnetic Boss: How to Become the Leader No One Wants to Leave. She has also served as a contributing editor of two editions of Small Group Communication: Theory and Practice, has written peer-reviewed published articles, and authored numerous articles published in trade magazines. View Guest page

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Nicole Kimmick

Nicole Kimmick, is Marketing Management Consultant & Intuitive Business Coach, at NTK Consulting, LLC. Nicole is a customer service expert. ● EXPERIENCE: She has over 20 years of experience helping organizations improve their marketing and customer service departments. She helps clients with is aligning their sales and marketing departments to work better together to achieve maximum results, with special attention being placed on customer service. View Guest page

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Charles Lamberton

● Mr. Charles Lamberton, is President of the Lamberton Law Firm, LLC, a boutique workplace rights and employment discrimination law firm based in Pittsburgh, Pennsylvania. ● EXPERIENCE: He is a leading Pittsburgh employment discrimination lawyer and wrongful termination attorney. He has recovered millions of dollars for his clients. His cases have been covered in several major news media such as the San Francisco Chronicle, the Los Angeles Times, the Washington Post, Forbes and the Miami Herald. He represents employees throughout the Commonwealth of Pennsylvania. ● EDUCATION: He has a J.D. from the University of Pittsburgh School of Law, where he graduated with honors; and a BA in economics from Saint Olaf College. View Guest page

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Charles Lamberton, JD

Charles Lamberton, JD, is President of the Lamberton Law Firm, LLC, a workplace rights and employment discrimination law firm based in Pittsburgh, Pennsylvania. ● EXPERIENCE: He is a leading Pittsburgh employment discrimination lawyer and wrongful termination attorney. He has recovered millions of dollars for his clients. His cases have been covered in several major news media such as the San Francisco Chronicle, the Los Angeles Times, the Washington Post, Forbes and the Miami Herald. He represents employees throughout the Commonwealth of Pennsylvania. ● EDUCATION: He has a J.D. from the University of Pittsburgh School of Law, where he graduated with honors; and a BA in economics from Saint Olaf College. View Guest page

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Dr. Carey Latimore

Dr. Carey Latimore is an Associate Professor and Chair of the History Department at Trinity University. He is an historian with a focus in American History and the African American Experience. ● EXPERIENCE: Dr. Latimore is the author of two articles “Surviving War and the Underground: Richmond Free Blacks and Criminal Networks during the Civil War” published by the Virginia Magazine of History and Biography and A Step Closer to Slavery?: Free African Americans, Industrialization, Social Control, and Residency in Richmond City, 1850-1860. He has presented his research at numerous conferences around the country. He is also an Associate Minister at Mount. Zion First Baptist Church in San Antonio, Texas ● EDUCATION: He has a Ph.D. in History from Emory University; an MA, in History, Emory University; BA, in History, University of Richmond. View Guest page

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Patricia Lenkov

Patricia Lenkov is Founder of Agility Executive Search. She has 18 years of industry experience with executive recruiting and sales. ● She has an MBA in Marketing & Management from Concordia University and BA in Psychology from McGill University. ● She also sits on various boards such as the board of The Blue Card, Inc., the Family Advisory Council of the Komansky Center for Children’s Health at New York-Presbyterian Hospital Weill Cornell Medical Center and the New York Steering Committee of 2020 Women on Boards. She also serves on the Advisory Boards of Halsey Lane Holdings LLC. View Guest page

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David Lewis

David Lewis is President / CEO / Founder of OperationsInc, a Human Resources Outsourcing and Consulting firm specializing in support for small to mid-sized businesses. He has 26 years of experience in human resources and operations management. ●He has worked with leading firms including Merck/Medco and Computer Associates, and is recognized as a subject matter expert in the field of Human Resources. David is also the President / CEO of AllCountyJobs.com, a leading job board network, with 29 boards covering the east coast. View Guest page

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Jay Meschke

Mr. Jay Meschke, is President of CBIZ Human Capital Services and EFL Associates. In these roles, he oversees a business unit that provides executive search, compensation consulting, human resources outsourcing and consulting, and career transition services. . ● EXPERIENCE: He has over 19 years of experience in the executive search industry. He is nationally known as one of the top practitioners in this field, having achieved personal billing milestones that place him in the top 1 percent of all search consultants nationwide. He has a portfolio of more than 500 search assignments in a variety of industries in the executive search business. ● EDUCATION: He has an MBA in Finance & Marketing from the University of Kansas; and a BS in Business Administration from the University of Kansas. View Guest page

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Dr. Sharon Michael-Chadwell

Dr. Sharon Michael-Chadwell is a higher education professional, researcher and expert. Her experience is in both K-12 education and higher education programs. She is a former principal and teacher with over 20 years experience. She has published her research with the Journal for the Education of the Gifted, The National Journal of Urban Education & Practice and other academic research journals. She has also presented at conferences across the country such as Atlanta, Georgia, Washington D.C. and Los Angeles, California. One of her areas of research is in African American high school males’ and academically rigorous programs. View Guest page

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Dr. Charles T. Moses

Dr. Charles T. Moses, is the Interim Dean of the Clark Atlanta University School of Business Administration. He is the chief academic officer for the school, the oldest continuously accredited Historically Black College and University business school in the United States. A specialist in strategy and entrepreneurship, he also consults on the public and private sectors, on the local, state and international level. He is also a Visiting Lecturer at the Mona School of Business-University of the West Indies, in Kingston, Jamaica, where he teaches MBA classes in strategy and a doctoral level seminar: “Internationalization of SME’s” and an adjunct professor of management at Bentley University in Waltham, Mass., where he teaches “International New Ventures”, a class he designed. In 2010-2011 he was a Fulbright Fellow at the University of the West Indies where he researched emerging market entrepreneurship and taught classes in international entrepreneurship. View Guest page

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Dr. Charles T. Moses

Dr. Charles T. Moses is the Interim Dean of the Clark Atlanta University School of Business Administration. He is the chief academic officer for the school. ● EXPERIENCE: Dr. Moses has over 20 years of experience in the media, higher education, IT and telecommunications sectors; he was founding Dean of a progressive business school in a rural province of South Africa; he was a consultant for USAID and Deloitte and Touche in South Africa; he was awarded a Fulbright fellowship (2010-2011); he is a specialist in strategy and entrepreneurship, he also consults on the public and private sectors, on the local, state and international level. ● EDUCATION: He has a doctorate in Management from Case Western Reserve University; MBA in Management from City University of New York-Baruch College; and a B.Sci., Psychology from Howard University. View Guest page

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Dr. Jammie Price

Dr. Jammie Price is a Professor of Sociology at Appalachian State University. She is also an Internship Coordinator at ASU and an editor for the Journal of Applied Social Science; She has conducted research on Rate My Professors.com. ● EXPERIENCE: Dr. Price has 20 years of experience in teaching and research. Her research background is centered on applied sociology and psychology. She has an extensive record of publications in journals such as the Journal of Applied Social Science; Resource and Energy Economics; Assessment and Evaluation in Higher Education; The American Sociologist and many others. She has presented her research at numerous conferences around the country. ● EDUCATION: She has a Ph.D. in Sociology from North Carolina State University; an MA in Sociology from East Carolina University; and a BA in American Studies from Catholic University. View Guest page

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Dr. Wanda Sparks

Dr. Wanda Sparks is Chair for the Department of Nursing at Our Lady of the Lake University in San Antonio, Texas. She is a researcher in nursing, organizational behavior and English language learner (ELL) studies. ● EXPERIENCE: Dr. Sparks has conducted research on Rate My Professors.com (RMP); and also has legal experience with RMP. She has over 22 years of experience teaching, nursing and research. She was a major in the United Sates Air Force Reserves; she was deployed to Kuwait during Operation Iraqi Freedom. She has presented at conferences around the country. Most recently she is presenting her research on ELL data at the International Conference (IJAS) at Harvard University. She is published in journals such as the International Journal of Economy, Management and Social Sciences and others. ● EDUCATION: She has a Ph.D. in Organizational Leadership from the University of the Incarnate Word (UIW); also an MSN in Nursing from UIW; and a BSN in Nursing from the University of Texas Health Science Center. View Guest page

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Dr. Jon Taylor

Dr. Jon Taylor is President and founder of Consumer Awareness Institute and MLM-The Truth.com. He is author of The Case (for and) against Multi-level Marketing and The Network Marketing Game: Gospel Perspectives in Multi-level Marketing. ● EXPERIENCE: He has conducted extensive research on multilevel marketing for more than 20 years. He has conducted numerous conferences and workshops on MLM. He has been extensively interviewed in the media on MLM. He has served as an expert witness in numerous federal and state court cases on MLM nationwide. ● EDUCATION: he has a Ph.D.in Applied Psychology from University of Utah; MBA and B.S. from Brigham Young. View Guest page

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Dr. Karissa Thacker

Dr. Karissa Thacker is President of Strategic Performance Solutions, Inc. She is a workplace psychologist and executive coach. She works extensively in the areas of executive assessment and leadership team development. Dr. Thacker has consulted with companies across diverse sectors of the economy. Some of her clients include UPS, Ford Motor Company, and Best Buy Corporation. She is also an adjunct professor at University of Delaware. ● She has a doctorate in Clinical Psychology from Spalding University; MA in Clinical Psychology from Austin Peay State University; and BS in biology/ psychology from Union University. ● She has published various articles. Her latest article was published on the Havard Business Review (HBR) Blog and is entitled Your Team Needs an Intervention. Her research work on social loafing was a feature story on ABC’s 20/20. She is regularly featured in national media outlets such as the New York Times and CBS Marketwatch. View Guest page

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Psychopath Customers: The Rising Problem of Bad Customer Behavior

August 7, 2013
Hosted by D. Anthony Miles, Ph.D.

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Episode Description

There is a rising problem with “psychopath customers” and bad customer behavior. Many organizations in the services and restaurant industries are experiencing an increase in dysfunctional behavior from bad customers. Many workers in these industries have been assaulted, yelled at, cursed at, verbally insulted, spit on, name called (also called racial epithets) and other aggressive behavior. This behavior has ranged from verbal to assault. Consider the case with an employee at a major drive-thru restaurant that was attacked through the drive-thru window by an irate customer because they made a mistake on their order. Many employees are defenseless against these assaults from bad customers for fear of losing their jobs. This dysfunctional behavior is on the rise and is escalating to violence against services employees. Why does this happen? What can you do about psychopath customers? We will be joined by experts, Dr. Dave Aron and Nicole Kimmick. You don’t want to miss this show! Come join us at Game On ® Business Talk Radio with D. Anthony Miles

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Game On® Business Talk Radio

Archives Available on VoiceAmerica Business Channel

Our show format will focus on discussing and showcasing interesting and controversial business topics. A wide range of topics for discussion will focus on business, management, marketing, accounting, finance, entrepreneurship, education, government policies and other fields. The show will have a plethora of content to drive the show and maintain your interest! The show will discuss controversial and newsworthy business topics that you are not used to hearing on any other talk radio program. We will educate you on issues and business topics with experts in the field and will provide possible solutions to those issues.

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D. Anthony Miles, Ph.D.

Dr. Miles is from San Antonio, Texas. He is CEO and founder of Miles Development Industries Corporation®, a consulting practice and venture capital acquisition firm. He is a leading business expert in entrepreneurship, management, and marketing. His experience includes over 20 years in the retail, banking and financial services industry. He has held positions with Fortune 500 companies, and has consulted several start-up ventures and small, medium, and large-sized businesses and companies. Dr. Miles developed a business and strategic plan for Brooks City-Base, a former military base that was under Base Realignment Closure. He conducted research on minority contract awards trends with the City of San Antonio Government's Economic Development Department. Dr. Miles’ certifications include: Management Consultant Professional, Registered Business Analyst, Certified Chartered Marketing Analyst, and Master Business Consultant. His published books are “Risk Factors and Business Models: Understanding the Five Forces of Entrepreneurial Risk,” and “Entrepreneurship and Risk: The Five Forces of Entrepreneurial Risk: Forces That Cause Business Failure and Discontinuance,” and academic journals including Academy of Business Research Journal, Southern Business and Economic Journal, Journal of Business Research, Journal of Management Research, and others. He holds a Ph.D/MBA in Entrepreneurship and General Business, MBA in Management and BBA in Marketing/Management.

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