Category Archives : Coaching

These are challenging times for customer service.  Not just because of the economy, but because communication

Haven’t most of us heard one of our elders say, “Practice Makes Perfect!”  The wisdom of our elders mos


As you prepare to close out another year of serving customers, you should be asking an important question: 

For most utilities, product knowledge and experience are important to both the company and the customer.  And


When you contact a company and are greeted or met by an individual, do you care what her title is or what her

With today’s economy as it is, you are likely experiencing an increase in customer complaints.  And if you


Is your day filled with interruptions?  Are you tired of a parade of employees or coworkers complaining about

I am one of the lucky people that get to fly about three out of four weeks every month.  I have lots and lots


Research shows that customers form first impressions about their interaction with a customer service represent

Customers really don’t care if you are having a bad day or just took a call from an agitated customer. What