Bad reputations can be hard to shake but with the right plan, you can turn a frown upside down. Read on to find out how to avoid a bad business reputation.
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When it comes to delighting customers, you have no time to waste. Take 3 minutes to read this and save hours.
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Delivering bad news to a customer is rarely fun. Read on to find out how to do it professionally and how to turn an upset customer into a customer for life.
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Any time an opportunity presents to solve a customer problem, take it or your competitor will. Read on to find out how bad weather is an event you should be preparing for NOW.
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Providing excellent face to face service all day, every day with every customer is not always possible by all staff BUT with these 5 steps it makes fake seem real.
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Imagine what it would be like to struggle with what is universally considered as a vital part of being a customer service provider. Read on to make sure you know how to indentify and help any of your frontline team who may be in need.
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Every customer has a service rhythm and if staff are out of sync with a customer's service rhythm, its uncomfortable, kind of weird and staff and customers end up frustrated. Read on to get your staff and customers synced up.
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The frontline is where the action happens and it takes a super skilled frontline employee to look after the needs of everyone, especially divisive customers.
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Get it right and you will be considered a superstar, get it wrong and well….it’s not pretty. Read on to find out how to identify a frontline superstar.
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You don’t have to be in the food industry to learn a BIG lesson from this blog. Read on or beware, your team could unknowingly be providing service so bad that customers never come back and never forget.
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You don’t always have to make mistakes to learn. In this blog, I share how the mistakes of others can show you how to create a learning event that educates and motivates.
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If some of your team are playing the “older and/or wiser” card and making it hard for you to motivate them to greatness, I feel your pain. Read on to see what I did to get my owls flying higher.
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This may be too much for you and your team OR it could be the thing that saves you time and takes your customer service team from good to exceptional. It’s up to you…
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You’ve allocated the time and you’ve spent the money but if you don’t do this, you risk losing more than time and money.
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How do you decide the who, what, when, where, why and how of staff training? It’s not that complicated when you have the steps. Get the first step here.
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It’s hard to train employees to have good soft skills, or is it? Read on to find out the difference between hard and soft skills and why they are the key to less stress and more business success.
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This mistake can keep business owners/managers/people leaders awake. It’s the thing they think about all day and it keeps them up at night but it’s also the thing that they can fix - now.
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When I see a frontline employee’s eyes well with tears after a difficult customer interaction, I support them and then I blog.
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Some staff would rather call in sick than tell a customer ‘no’ or bad news. Reduce the sickies by taking 3 minutes to read this….
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To eradicate this mistake, you may need to think differently and it may require a change that might hurt at first. BUT the benefit will have you wondering why you didn't do it sooner.
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