Always prepare the soil before planting seeds
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by
July 8, 2016
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The power of the frontline
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We
June 21, 2016
Trust your training
My 12-year-old son, Cooper, has played competitive basketball since he was in first grade. In those six years, he’s played point guard on eight different
March 30, 2016
You must water the plants
Several years ago, after presenting multiple half-day training classes over four days, I was disappointed to hear my client say on the way to the
December 9, 2014
Walk a mile (or just stand and wait) in your customer’s moccasins
Whoever is responsible for the Chicago O’Hare International Airport TSA clearance should be forced to endure the gauntlet himself. This may be the only way
November 7, 2014
What training?
This post is the second in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
September 27, 2011
A customer service conundrum
Who should you service first? The customer who’s phoning or the one standing right in front of you? There’s a real double standard here among
September 25, 2008
More Examples Please!
As a trainer or presenter, you are likely accustomed to receiving feedback from your audiences. There are always a couple of pieces of conflicting feedback
April 30, 2008
