Tag Archives for " customer service training "
A Brief Philosophy of Customer Service Capability
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
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Are You Renting Customers Space in Your Head?
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
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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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How Your Pride Is Losing You Customers
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
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