Category Archives: Customer service training programs

Using Level 3 Conversations to Bring Out the Best in Your Staff

  Drew just got done giving his staff of five the parameters of a new service they would be offering, how it would be rolled out, what the CEO wanted the company to be known for and what a high quality deliverable would look like.   Then he said, “Let’s now have a level 3 […]

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Happy Holidays: A Story About Customer Service Culture and Accountability

“We practice NEAT here”, said the manager. “What’s NEAT?” said the temp. “It’s an acronym. It stands for – say the customer’s Name, make Eye contact, Ask Questions and say Thank you. We really want the customer to experience how special she is.  At our business we hold each other accountable for always providing a […]

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Giving Thanks: My Dad’s Story

Happy Thanksgiving!! What are you thankful for? Or a better question: Are you thankful? Thankfulness is a state of being. It’s a mentality that you choose no matter what’s going on around you. When you are appreciative, you’re coming from a sense of abundance – abundance of resources, abundance of friendship and love, abundance of […]

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The Nine Compelling Reasons That Customer Loyalty Drives Profitability And Cash Flow

(taken from the first chapter, read the whole chapter at www.customerloyaltyplaybook.com) More profit, The first one or two purchases generally cover the customer acquisition costs. Only after these do you realize profit from this customer. More revenues, Loyal customers buy more. More referrals, They are so happy they can’t help it. Not as price sensitive, […]

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Super Bowl Ads or Customer Experience: Creating Buzz or Creating Buying?

What do we talk about most after the Super bowl? Why the ads, of course! We all look to see what ads were controversial, what ads were unique or funny, heart touching or innovative, progressive or repulsive.  Comments on ads get discussed at the Super Bowl parties, Tweet’ed, Facebook’ed, YouTube’d LinkedIn’ed, Pinterest’ed, Instagram’ed, blogged, talked […]

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Perhaps one of the most important and often times forgotten skills is being aware of what is going on in the process during sales conversations. This is true in retail or business-to-business sales. Those who master the art of being aware of where the customer is and what they are looking for and how to […]

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Let’s use an Olympic athlete as an example. She probably was introduced to the sport like downhill skiing at age 5, took lessons, practiced, started to shine by age 9, took advanced lessons, attended special camps, traveled to where the best teachers were for private instruction during her teenage years, spent hours every day at […]

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What is a culture of connection and what does it do for the profitability of a company? In your industry who is eating who for lunch? (yes you’ll understand what I mean if you read through the article.) Years ago when I had my IT company we received a $1,000,000 RFP. It was a bigger […]

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