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How to Get the Most Out of Call Center Conversations
You know the drill: First there’s a recorded message thanking you for your call. Then you’re put through a maze of select-the-number choices to help you reach the right department. Then there’s the...
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The Easiest Sale in the World?
What's the easiest thing in the world to sell? One could make a good case for insurance. If that wasn't that the first thing that popped into your mind, consider the universal values to which...
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Virtual Learning Best Practices, Part Two: Tips for Asynchronous Virtual...
The first part of this two part series offered tips and best practices for the virtual classroom, or synchronous virtual training. Asynchronous virtual training, where participants access content on...
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Virtual Learning Best Practices, Part One: Tips for Synchronous Virtual Training
Virtual reality sounded like such cool, futuristic thing at the end of the last century. Today we live in a virtual society and “virtual” is our reality. From social networking to university and...
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Reasons Why All Employees Need Internal Customer Service Training
The Value of Internal Communication For years I've been leading classes in communication skills and many of my clients have been technology companies. I tend to work with their Level 2 and Level 3...
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Cold Call Selling Starts with Buying…the Prospect's Time!
If you’ve ever tried your hand at cold calling, you’re painfully aware that the chance of converting a cold call to a sale is extremely low. Success depends on a number of factors but conversion rates...
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Loyalty: The Currency of Customer Satisfaction — Part 2
Customer loyalty is the golden ticket to long term company success. Loyal customers provide repeat business and recommend products and services to friends and family. It is common knowledge that...
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Loyalty: The Currency of Customer Satisfaction — Part 1
Check out any online community that deals with customer service (and believe me, I’ve checked out my share) and before long you’ll find a posting on “loyalty.” The topics are varied: “Loyalty and...
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Positive Service Language for “Are You Sure?”
Sales lore is filled with slogans, and you've probably heard this one a million times: it's not what you say but how you say it. Do you believe that's true? When it comes to sales, I believe it's both...
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Is Outsourcing Your Help Desk A Good Idea?
For decades, the decision of whether or not to outsource your company's help desk has boiled down to a few simple questions: Do you want to control expenses? Can you find another entity, off-shore or...
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Show that You Value Your Customer!
Several years ago I was on a flight to Sydney, Australia, seated next to a pregnant woman and her husband. The woman was around five or six months into her pregnancy, and noticeably quiet. When the...
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I’m Sorry: I’m Saving It for a Special Occasion
The recent article You Messed Up-Admit It in the Gallup Management Journal focuses on rebuilding trust and credibility when an organization has made a mistake. The author makes the important point...
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Does Sales Training for Retail Make Sense? Part 2
In a previous post on this blog we noted the amazing ROI that sales training can provide for retail employees. Why, then, is this type of training seldom used in a retail environment? Some long-held...
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Does Sales Training for Retail Make Sense? Part 1
A long held belief in the retail industry is that it doesn't make financial sense to invest in sales training for hourly employees. The reasons sometimes cited: Average turnover dictates that an...
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Total Service through Cross-Selling: A Brief History
Approximately 65,000,000 years ago, as pterodactyls were on their way out and USB devices were on their way in, printer cables were sold separately from home printers. That was standard practice....
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Making Training Stick
When it comes to training, every company wants to get the best return on its investment. Why then do so many organizations ignore the best practices for getting the most out of their training? Some...
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Call Center Training: Open Your Eyes (and Ears)!
A recent dining experience illustrates that call centers have something to learn from restaurants. I was dining alone and didn't want to take up a table for just one person, so I sat at the bar. Try...
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Improving Call Center Operations Part 2: Coaching
In a previous post we discussed improving call center operations by optimizing the work environment. Another way to have a substantial, positive impact on call center operations is through coaching to...
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What Customer Service Skills are Most Valuable?
When it comes to important customer service skills, communication leads the pack. Strong communicators have the best chance of getting people to open up, understanding their needs and helping resolve...
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