Blog

Angry customers will take their business elsewhere if they feel their needs are not met. Conversely, if your service team is able to respond promptly, listen effectively and address their concerns completely, the customer often leaves the interaction more loyal than...

Depending on the industry, it costs between 5 to 25 times as times as much to acquire new customers as it does to keep an existing one. So why don’t companies put more time into teaching their employees how to handle customer complaints constructively? It’s a blessing...

Teach your team to save company time by addressing problems before they arise. It seems that the default for many customer service reps is to respond to customer complaints after they happen. This works, yes. But with a simple shift in focus, you could increase...

Email is an essential form of business communication. Most everyone knows how to send an email, but getting them up to business standards is another story! Introducing Email Matters℠: The Art of Better Service Training Series designed to revolutionize your team's...

Customers will judge your entire organization based on how well—or poorly—their phone call was handled. That’s why it’s so important to invest in telephone skills training for your customer service representatives. Good phone etiquette extends well beyond saying...

Empowering your team to be more inclusive can pay off in a big way. When differences are celebrated, stronger ideas and fresher thinking result. Plus, inclusive workplace environments make everyone feel safe and understood. As a manager, the onus is on you to provide...

Different generations have different working styles. Conflict can and does arise when employees of different generations cannot see eye to eye on working styles, processes and goals. Millennials have grown up less rule-bound and more immersed in technology. And more...

Business is about how people communicate. No matter the organization or the industry, people need to communicate with one another. And since human beings are emotional creatures, you need to take emotions into account in your business communication skills. Think about...

Good sales people are the cornerstone of any successful business. Subtle changes in how your sales people treat customers—both on the phone and in person—can have a noticeable impact on their close rate. Improving your sales team’s skills through training has a pretty...

Soft skills—or the lack of soft skills—will make or break your business. Yes, technical skills are still important. A doctor needs to know how to diagnose and treat diseases. A roofer needs to know how to lay shingles. And automotive professionals need to be able to...

Your language influences people. The way your employees write, speak and act has a huge impact on how your business is perceived. Effective communication leads to greater customer retention and employee satisfaction. And, of course, it increases your organization’s...