14th December 2006
My name is Craig. But I'll answer to Greg. Most Gregs I know answer to Craig. Of course we are not alone: there's Eva and Ava, Bill and Bob, Jeff and John, and many more. I can't complain. I often confuse and occasionally mangle others' names. Names are n...
14th December 2006
Let's face it, some words have magical powers. Just as "Open Sesame" magically opens the door to a new world, so too can other words and phrases have similar effects on your customers and clients. This month we look at the power of words to create trust, ...
21st November 2006
Many of today's work environments are rife with moody bosses and co-workers, repetitive tasks and unpredictable market pressures. Stress abounds. Managers often tell me they can’t afford the time or cost for my humor workshops; how can they afford not t...
21st November 2006
Most agree that humor in the workplace can have beneficial effects. Yet not all humor is good humor. The challenge: how to interject appropriate humor and fun into our serious jobs without hurting others or seriously undermining the company. When used app...
13th October 2006
"Peak performers and high achievers have a bias to action." So says Bill Cole, MS, MA, known as America's Mental Game Coach. According to Cole, who coaches Davis Cup Tennis Players, Olympians and executive achievers: "high achievers can't wait to get star...
13th October 2006
I picked up the phone and the familiar voice on the other line said: "Hi Craig, want to make me very happy? Want to be my favorite person in the whole wide world? Say yes to my next question. Will you chair our spring conference?"
My colleague made al...
20th September 2006
When you speak, do people listen? You don't have to be E.F. Hutton to command attention and respect in the workplace. But you do have to be credible.
Credibility in the workplace means believability. Simply put, do people believe what you say? Is your...
20th September 2006
It's said nobody likes a complainer. I beg to differ. In customer service a complainer is doing you a favor. They are the extension of your research, testing and quality assurance departments. Although essentially unpaid, they're providing you with invalu...
19th August 2006
Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are c...
19th August 2006
An old French proverb tells us "Nothing succeeds like success!" And in sales nothing succeeds quite like success stories. Are you sharing yours? Why not? The secret is in how you share your successes.
Learn to tell thirty-second "success stories." Dur...
19th July 2006
While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on customer satisfaction. It all starts within your organiz...
16th June 2006
Customer relationship management tools abound, yet let's hear it for old technology. Your voice is the most multifaceted customer service tool in your toolkit. Your voice can convey concern, care and compassion. It can alternately convey boredom, neglect ...
16th June 2006
DOES IT SOMETIMES SEEM AS THOUGH DECISION MAKERS are residing in a gated community? Learn how to bypass gatekeepers (GK) those professionals who "guard" the decision makers and often run interference for them to get in front of decision makers (DM).
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