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We are moving one of our businesses today, so I thought I would keep this post quick and dirty. I want to briefly share my concept of customer service capability. When it comes to the capability of team members to excel at customer care, you can divide your team into three categories: Those who get …
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One of my favorite ideas is the concept of letting people “rent space” in your head. The idea is based on the premise that people only have power over our emotions to the extent that we allow them to. If someone cuts you off in traffic, do you… If you chose answer 3, that is …
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 in the big picture, he is right. If you spend your time worrying about all the ways your team can drop the …
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In customer service, pride is a double-edged sword. Pride in your organization can cause team members to go the extra mile. However, pride of the don’t-disprespect-me variety can cause team members to respond unfavorably to upset customers. When the personal reaction to an unhappy customer trumps the professional reaction, pride has won, and your organization …
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