The Habit Hack: Rewire Your Brain for Better Customer Service
Every year, companies invest millions of dollars in training. Yet, even after extensive education and successful performance in a classroom...
Fix It Before It’s Broken! Leveraging a Forward-Resolve Approach for Better Customer Service
While a fix-it-the-first-time approach may be the gold standard of customer service, addressing potential issues before they materialize is the...
Embracing the Cactus | A Step-by-Step Guide to Navigating Difficult Conversations
“I don’t like confrontation, but I’m tired of his abuse. He signed me up for another committee without asking.” “I...
I’m Stuck in the Weeds and Can’t Get Out: The Micromanager’s Recovery Guide
"I’ve had this job for six years. At this point, I think I understand how it works. It’s so frustrating...
Conquering the Karen Conundrum | 5 Steps To Turning the Tides on Tough Customers
“She wanted to return a cake that was almost gone. How bad could it have been? Normally, if something is...
The Power of Potential Planting the Seeds for Success One Person at a Time
“Kendra, I think you are going to do wonderfully at this next task. You have a good idea for detail...
The Language of Popularity at Work:What to Say (and Do) to Stand Out in a Crowd
While the word popularity may remind many of us of our middle school or high school days, in the adult...
Fix It Before It’s Broken! A Forward-Resolve Approach for Better Customer Service
While a fix-it-the-first-time approach may be the gold standard of customer service, addressing potential issues before they materialize is the...
Mind the GapWhat to Do When Customer Expectations and Reality Collide
Most of us know motels aren’t hotels, a haircut isn’t cosmetic surgery and wild animals don’t follow a viewing schedule....
Make It Easy: Streamlining Your Way to Customer Service Success
“Who designed this convoluted process? A monkey could have done a better job.” “Why do I have to come...
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