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…
This new "Listening Skills in 60 Seconds" video is concise and comprehensive. Applying these vital relationship skills will make you a better listener.
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…
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.
My last video of 2020! 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 2020. My best wishes for much good…
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…
September is National Piano Month. It's a terrific time to merge music and telephone skills. Take a minute to watch the video and enjoy an innovative approach to self improvement. This rendition of Tenderly will make you smile.
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…