Posts Tagged ‘Customer Service Training’

TGIM e-Zine: June 29, 2009

Monday, June 29th, 2009

Welcome to the TGIM e-Zine!
Transform your team from “snooze-button hitters” to “rock-star performers” and create a buzz-worthy environment your clients will love.

Issue 32 Topics Include: READ NOW

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TGIM e-Zine, June 15, 2009

Monday, June 15th, 2009

Welcome to the TGIM e-Zine!
Transform your team from “snooze-button hitters” to “rock-star performers” and create a buzz-worthy environment your clients will love.

Issue 30 Topics Include: READ NOW

  • Moments of Truth
  • Focus Where it Counts
  • Shed Your Stuff, Change Your Life - Roxanne Recommends

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Moments of Truth: Measuring Where it Matters Most

Wednesday, April 8th, 2009

You can’t monitor and audit every tiny facet of your business, or you won’t have time to run the business.  So where does execution matter most?  It matters most in the critical moments I call Moments of Truth—the moments where execution can mean the difference between success and failure.

Moments of Truth are those critical times when a customer forms an impression of you, deciding whether your offerings and their standards see eye-to-eye.  Though they vary from industry to industry and business to business, every business has them. (more…)

Going (waaaay) Beyond Customer Satisfaction

Friday, March 20th, 2009
Customer Service is Key

Customer Service is Key

Customer satisfaction.  Now there’s a nice phrase.  It’s so, you know…nice.  Everybody likes to be satisfied.

Heck, everybody likes to be fed, too.  But when’s the last time you picked a restaurant just because they would feed you?  EVERY two-bit restaurant will feed you.  Whoop de doo.

Thing is, just about every business will “satisfy” you, too.  They’ll get your dry cleaning done, your package delivered, your hair cut.  So if just about everybody can step over the low bar of customer “satisfaction,” why do we keep talking about customer satisfaction as if it’s a meaningful goal? (more…)

How to Keep Your Sales Culture On the Right Track

Tuesday, March 10th, 2009
Credit:  © Leaf | Dreamstime.com

Credit: © Leaf | Dreamstime.com

There are a thousand different faces of success—and failure, for that matter—each with a different track leading to it.

I’ll assume success is your destination.  What does it look like?  Specifically, what are the values that drive and define your sales culture?

I’m not looking for some secret set of “right answers.”  I said there are a thousand different ways to be successful, and I meant it.  But you can’t aim for all of them at once. If you want to end up somewhere meaningful, something that fits your corporate and personal values, you have to train your sights on a very specific vision of the future, then lay the tracks that will get you there, and only there.

So how do you know which way to head?  (more…)