Are You Leaving the Wrong Image on Zoom?
If you are like many people in the world right now, you are most likely using some form of on-camera virtual communication.
How you look and sound creates an impression. Appearing casual when chatt…
Library Customer Service Tips: Is signage getting in the way of your customer service?
There was a time I was a huge proponent of signage. Too often I watched as customers grew frustrated in an attempt to get around and find what they needed. After my conversation with Rebecca Montan…
In Customer Service Small Actions Have Big Impact
When your work takes you to lots of hotels you get to experience many different levels of service. A great deal of the training I do around the world has me delivering training at hotels.
Usually I…
Top Five Communication Skills Tips for IT Professionals
Being a great IT professional isn’t enough to be successful these days. Because clients are more demanding, communication more confusing and modes of communication more numerous, to really excel yo…
Don’t Make Your Customer Work Hard to Get Help
Every time I speak with a business owner, a general manager or president of a company, they say with great pride “If a problem gets to me, I make sure that it is taken care of.” They believe that t…
Become a Good Listener
Being a good listener has never been harder. You are constantly barraged with information: notifications, reminders, ringing phones, binging emails—and people expect answers immediately.
What can y…
Planning For a Better Meeting
Depending on your position within the company where you work, you could be spending anywhere from 35-50% of your time in meetings. Often those meetings are non-productive and ultimately a waste of …
The Super Power I Really Don’t Want
When I was a kid, my best friend Eileen and I spent hours talking about what super power we wanted. Eileen wanted to be able to fly so she could soar over the rooftops and see our neighborhood belo…
The Selling Power of a Blank Sheet of Paper
Sitting across from the marketing department as they were unveiling their new sales brochure, Ed proclaimed, “literature is for losers.” The blood drained from their faces. Ed was the company’s to…
When Good Customer Service Rules Go Bad
Tony did exactly as he was trained. He sent a hand-written thank you note to his customer. However, when his customer received it she was furious and tore it up into little pieces before throwing i…
