10 Essential Customer Service Skills

A caller’s first impression of your company is formed by how well that call is handled by the person who answers it. You are a “Welcoming Committee of One” for your organization. Here are ten simple, yet crucial reminders for delivering exceptional
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The Service Mentality

A Mindset for Serving Customers Skills and techniques are important in providing excellent service to customers, but they aren’t the only keys to success. Leading organizations have identified seven traits they see in their highest performing service providers. We call the seven
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Return on Investment of Staff Training

Training and the infinite return on investment by Seth Godin (distributed with permission) Training pays. Sometimes, it’s easy to underestimate just how much it pays. Consider an employee who is going to work 2000 hours for you this year. It’s not unusual for an
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Conducting Interviews & Appraisals “The Power of You”

A position opens up in your company and you’re part of the interview process. This will be a brand new experience for some interviewers and a repeat performance for others. Regardless, hiring the right candidate is an anxiety-inducing process for all parties,
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“Echo Questions” Help Get to the Heart of the Matter

A triage nurse takes a call from a patient who says, “I’m not feeling well.” A quick assessment is needed to determine the next step for this patient. This person needs help to pinpoint the likely cause of the problem before any
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Sorry, that’s our Policy!

Few business phrases can be as disheartening and conversation-stopping as “Sorry, that’s our policy.” Rules, regulations, and policies are there for a reason, and ideally, your team members will provide the best service possible within those guidelines. But the reality of some
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Ethics in the Workplace

Ethics in the workplace is a unique topic. Ethical matters normally don’t deal with issues that can be assigned a number, a value, or a quantity. In other words it doesn’t exactly fit in the cell of a spreadsheet. “Ethics” is about
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Five Frustrating Voice Mail Phrases

by Nancy Friedman, the Telephone Doctor Normally, I bet my audiences the cash that’s in their wallet that they have one or more of these phrases on their cell or office phone at that moment. I’ve never had to pay! When was the
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Proactive Customer Service

Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as we like to say — “soft question” selling, a basic component of effective customer service is to offer your customers additional choices.
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How To Run A Successful Meeting

You know that helpless feeling when attending a poorly organized office meeting? One with no structure or meaningful objective? Frustrating, isn’t it? Meetings are so unpopular that one recent poll showed that about half of the people surveyed admitted they’d rather stand
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