01 Aug 2015
August 1, 2015

Want happier customers? Try smiling!

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Smiles are relaxing. Try one. Feel how your face just relaxes. It calms you. You feel better. A smile is a beautiful thing. Everyone looks better with a big smile on them! Someone wearing a smile emits feelings of comfort, calm, beauty to on-lookers at much higher levels. Customers love smiles. Yes, it’s true. Customers.. read more →

01 Jul 2015
July 1, 2015

Charm School

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Desserts are ALWAYS good. Which would you prefer: A cupcake that’s plain or one with frosting? A plain doughnut or one with frosting? A dinner with no dessert or one with a dessert? Which would you prefer: A customer service rep who is plain-faced, emits no emotion, and just says ‘Yes’ when you approach him/her,.. read more →

01 Feb 2015
February 1, 2015

What your customer service reps want

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What is it that Customer Service Reps really want, anyway? Funny, but it seems that most companies rarely look at what their own employees want or need to do the best job possible for their business. Companies do regularly focus solely on selling more products and services to more… and more customers – without providing.. read more →

01 Aug 2014
August 1, 2014

Effervescent voice

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One’s ‘Voice’ is a master for all situations.  As humans, we adapt the tone of our voice to match our current circumstances. For instance, when a mother sits at night with her young child she encourages him/her to sleep using a soothing voice.  When a football coach is directing his tired, dirty, huge-in-size football players.. read more →

01 Jul 2014
July 1, 2014

Threshold of fear

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EVERYONE has a ‘Threshold of Fear’.  When most people walk into a store, up to a counter or are greeted by someone who works there, human nature seems to take over and they produce an elevated ‘threshold of fear’.  Maybe it’s the ‘fight or flight’ response kicking in.  For some it’s shyness.  Maybe for others.. read more →

02 Jan 2014
January 2, 2014

‘Huddle’ your team

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True or False:   The highest paid employees in the world all ‘huddle’. TRUE:   Professional team sports (NFL football), ALWAYS huddle, prior to an event.  These pro players are paid millions of dollars each year.  They ‘huddle’.  Corporations, like Wal-Mart also ‘huddle’ their department employees prior to the start of a shift.  The big boys do it.. read more →

01 Oct 2013
October 1, 2013

Angels behind your employees

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I’m amazed by most of the people I’ve known or worked with in the customer service department. They are expected to know EVERY detail about their products and services, the inventory status at ALL times, plus have a working knowledge how EVERY OTHER department in their company works, not to mention possessing the ability to.. read more →

01 Sep 2013
September 1, 2013

Customers 1st – Technology 2nd

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You can see the immensity of technology on customer transactions by walking into a fast food restaurant.  Order-taking clerks at the ready, looking at you, asking first if your order is ‘for here or to go?’.  As soon as you answer, MOST of them begin to look down and concentrate and work on the data-entry.. read more →

01 Aug 2013
August 1, 2013

Stepping back gives a closer view

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When I go away from work, on a vacation, or to a seminar, and then come back, I see things differently.  My perception of the way my business runs changes..  Sometimes it's a slight shift.  Other times, Ive notices big changes have occured without me even being aware of it.  Nothing physical.  Always emotional, cognitive, visual.  But always.. read more →

It seems counter-intuitive to think that some of our top performers are the least satisfied with their jobs, but research shows that may be the case more often than we imagine. This group frequently gets less feedback and recognition for their work than their low performing peers. According to a new study that was reported.. read more →