Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. He lashes out at those around him and storms out of the meeting. It’s easy to dismiss John […]
Address the Argument the Right Way Read More »
Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case. The employees who do the job each day usually have a better understanding of what
Management’s Ideas Are Always Better – Tip #10 Read More »
The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make the “right” call as needed – when needed. Every Great Leader Has an Experience Book. As I’ve mentioned before, I’d rather
Every Great Leader Has an Experience Book. Do You? Read More »
…my thoughts on the Coronavirus and what comes next. Keep Moving Forward Through These Difficult Times Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others are sharing their stories or suggestions on how
Keep Moving Forward Through These Difficult Times Read More »
Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Bigfoot Customer Service. What Is
Bigfoot Customer Service. What Is It and Why Are You Still Giving It? Read More »
We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Ideal Customer Service Agent? Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream
Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent? Read More »
The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays. For them, it’s a time for stress, a time to
How to Be a Better Retail Customer During the Holidays Read More »
Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it. Customer service
8 Reasons Why Customer Service Will Never Be Perfect Read More »
Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use. Others, sadly, haven’t a clue and chase away more customers than they help. So, how can you tell you’re a customer service professional? As I’ve written in a past post, great
This is How You Can Tell You’re a Customer Service Professional Read More »
It’s there, just like a shadow. You can’t touch it, but you know it’s there. It’s a feeling. A feeling that all your efforts are finally paying off. Can you feel it? A feeling that you’ve turned the corner. Now your team has started to believe in you. You’ve wondered, maybe even doubted yourself, if
