Follow Up Skills
Following up is the least expensive and most valuable of all customer service behaviors. When I travel, clients and their employees love to share their own customer service nightmare stories. These might a retail situations at the local grocer or…
When Customers Decline
When customers decline a service professional's recommendation, this must be documented for future reference. The person with the best notes always wins. A service professional's paperwork should be complete, especially when customers decline a vital parts replacement. This way, if…
First Impressions Matter!
Who do first impressions matter? Because customers who like you are more likely to tell their friends and relatives about you. This is the least expensive marketing available – it’s called positive word-of-mouth marketing and it’s free. On the contrary,…
Rework Sucks!
Why is REWORK so wasteful? There’s an old customer service expression about note taking and capturing details. It’s one for the ages because it’s simplicity is so profound. What’s the quote? Simply this: The person with the best notes always…
Words & Weapons of Teamwork
The words & weapons of teamwork are more pervasive than we might think. Sometimes the most important customers we serve are our coworkers – these are internal customers. The way employees treat each other is all part of a company’s…
Merry Christmas!
My last video of 2019! You're going to enjoy this. It has been a fun year. I'm thankful for family and friends and the wonderful clients who invited me to serve their companies in 2019. My best wishes for much good…
Soft Skills Reality Gap – Worse Than We Thought
Bryant & Stratton College with help from Wakefield Research reported that a reality gap exists among U.S. adults age 18 to 34 regarding soft skills and employment. Based on the research, 18 to 34 year olds do not understand the importance…
Call Center Stress Relief
It’s not unusual for Call Center agents to reach their tipping point and snap. Not unusual, true. Good for business? Absolutely not. Your frontline staff take challenging service calls all day. If they don’t have the right tools, their stress…
Call Center Stress Relief
Call Center Stress Relief is all about gaining more control. The most stressed call center agents are those who misunderstand the importance of self-control and personal responsibility. Remaining calm is important because it results in rational thinking and a constructive response,…