Do you know any convenient listeners? The person who speaks can minimize convenient listening in others by being more concise and saying less. Conveying too much information causes a convenient listener to only hear what they like. Say less, not…
The below video was captured during a recent trek. The weirdest thoughts and ideas pop into my head while I'm driving. Does this happen to you? This video features the "Dear Mom" strategy.
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…
This new video about Dreaded Morning Customers is concise and informative. What happens in the morning can often set the pace for the remainder of the day. Watch the video and learn.
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,…
“This isn’t fair. It’s not my fault. It’s his fault, not mine.” Sound familiar? Employee conflict is a fact of working life and disciplinary action is necessary, because conflict can lead to delays in workflow, substandard work or - even…
This new "Listening Skills in 60 Seconds" video is concise and comprehensive. Applying these vital relationship skills will make you a better listener.
This blog post is dedicated to mothers everywhere who do more than just nurture and coddle, because mothers also provide a keen sense of toughness. My mother's name was Mary Santullo Coscia. Born in the Bronx, New York in 1919,…
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…
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…