Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let […]
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now […]
We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event […]
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different […]
People are funny when it comes to their money. I am too. When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can […]
Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels […]
Download the empathy statements PDF and practice your first five empathy responses to customers.
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National
Disarming demanding customers takes psychology, and I break it down for your team right here.
For Jack Cooper University, I produced a ten-week conflict resolution training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized […]