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Category Archives for customer-service-training

Smiling on the Phone: Does It Really Work?

Smiling On The Phone: Does It Really Work?

If a smile widens on a phone call, and no one is there to see it, does it make a sound? As it turns out, it does. Smiles over the phone might be unseen, but they are most definitely heard. The Power of

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Negativity In Training | Smiley Face, Positive Side of Negativity

Why You Should Introduce Negativity Into Your Training

If we listened to pop psychology adages, we would never introduce negativity into team training. For example, a famous phrase of self-development leader Tony Robbins is “You are what you focus on.” And

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5 Examples of Customer Service Skills You Can't Ignore | Handing shopping bag

5 Examples of Customer Service Skills You Can’t Ignore

Any list of examples of customer service skills is bound to be incomplete. Customer service and customer experience management incorporate operational, technological, and interpersonal skills that are

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Secret Service Summit | Customer Service Conference

A Superb Customer Service Conference: The Secret Service Summit

I had the pleasure of attending the DiJulius Group’s Secret Service Summit last week. While many of my fellow bloggers were attending Blogworld in sunny Los Angeles, I decided to head a different direction

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Customer Service Training Video Screenshot

Customer Service Training Video: Every Customer Has a Story

In April, I had the distinct pleasure of seeing John DiJulius, one of my favorite customer experience thought leaders, speak at the Multi-Unit Franchise conference. To begin, if you ever have the opportunity

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