Latest
Winning with Customers
Customer service and the broader world of customer experience continue to be driving factors in organizational success. Companies that excel in these are increasingly dominating in their respective …
Winning with Customers
“You’re just too big a girl for that dress. Everything you’ve got is going to be hanging out — and not in the right places. It’s not going to …
Winning with Customers
Have you ever had someone tell you that “I was on hold for five minutes,” when you know it was only two? Have you ever told someone that something …
Winning with Employees
The essence of leadership is the ability to get things done. The essence of getting things done is the ability to plan. And the better we plan, the easier …
Winning with Customers
We often hear the term "going the extra mile" in reference to memorable customer service experiences. But most of us struggle to define what the extra mile in customer …
Winning with Employees
I have the opportunity to talk with a lot of people in a lot of different industries. Although my primary focus is consulting and training on customer service, customer …
Workplace Tips
We’ve all found ourselves in a bad mental state at some point in our lives. We all know what it’s like to be stressed, depressed and overwhelmed – and …
Winning with People
One of the most powerful communication skills you can harness is the power of silence. Professional salespeople have known the power of silence for years, with silence being the magic ingredient …
Winning with Coworkers
Short and sweet emails might be a good practice, but abrupt emails are a bad one. Here’s an example: Your email: “Hi Fred. I was just thinking about …
Winning with Coworkers
Want to make a difference to your coworkers? Here are four scenarios to illustrate how much of a difference 60 seconds can make: Scenario 1: A coworker calls …
