• Consultants
  • Stay Calm

    Engaging with people on the telephone is a skill that requires attention, effort and dedication to become great. Humans do a lot of talking and we make a lot of noise. Unfortunately, despite saying a bunch of words, we don’t communicate well. This is true regardless of whether we are conversing in-person or on the […]

  • Consultants
  • Take a Deep Breath

    When the phone rings at your job, it is someone calling for help. There is a person on the other end of the phone line who has a problem and they are reaching out for help. It matters not, what industry you are in. When the phone rings, generally it is someone who is wanting […]

  • Consultants
  • How To Handle the Ring-back

    Great phone etiquette is not something that comes naturally. Phone etiquette is a skill that needs to be learned. It is critical to great customer service. New thinking, practice and habit making are required to excel in this area. We left off in the last writing in how to handle an incoming phone call when […]

  • Consultants
  • It Begins Here

    Every engagement with a customer or with the customer’s vehicle is a customer service opportunity. The work done behind the scene is also a customer service opportunity. Really, everything we do should be focused on the customer and the service experience they receive. A customer’s experience generally begins with the phone. This is their initial […]

  • Consultants
  • Great Customer Service

    As a customer at a place of business, you want to be taken care of, right? Why is it so then, that most people who are the employees at businesses don’t understand this? Are not these employees customers at other businesses? Why is there a disconnect? There is not just one answer. There are several […]