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…
Why is FOLLOW UP so important? Because if a customer does not hear back from you, they might make assumptions for the lack of follow up. The below video explains this with an easy-to-understand, three-step discipline about following up.
Have You Experienced a Perfect Storm? The perfect storm is what happens when you complete projects ahead of schedule. In business, unpredictable and positive factors converge when completed projects yield extraordinary success. Watch the video to learn more.
What Happens After Your Greeting? CSRs convey much with a warm greeting and a smile, but it's what happens afterwards that really matters. CSRs must reinforce their willingness to help and then do it. Watch this video to learn more.…
Here are 5 Videos That Will Take Your Business to the Next Level! Watch these videos and apply the instruction and your business will grow to the NEXT LEVEL. My clients who take this advice seriously and enforce these behaviors…
Taking Your Business To The Next Level! The combination of yesterday's tried and true disciplines and today's innovation result in a synergy of "Next Level" business practices. The below video conveys a simple, yet profound message about achieving the NEXT…
Have You Ever Handled an Irate Caller? Ask any CSR and you'll hear why serving customers over the phone is challenging. Handling irate calls makes the work even more difficult. The below video features an irate caller scenario and a…
Lifelong Learning is Perpetual Forward Motion! People who stop learning think they can remain the same and coast. As the below video explains, you're either going forward or backward. Nothing in life is static.
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,…
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…