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Leonard Buchholz - EzineArticles.com Expert Author
Leonard is a Speaker, Author, Certified Trainer, ASE Certified Service Professional and a former Marine.
His “straight to it” style combined with humor has resulted in requests for repeat engagements and comments like “very effective and easy to understand”, “high octane guy”, “non-judgmental….a good coach.”
His articles have appeared in many publications like CustomerServiceManager, Napoleon Hill News and Return On Behavior Magazine. He has contributed a chapter in the recently released "Strategies for Success: Your Operation ... [More]
[View Leonard Buchholz's Extended Author Bio]
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- What Would a Customer Service Professional Do? They Become "The One" to Follow
[Business:Customer-Service] In every Organization there is the one person, "The One", that everybody recognizes is the best at what they do. More Professional than anyone else in the company. Read in this article about the 5 Key Components to becoming "The One" in your organization.
- What Would a Customer Service Professional Do? When They Make a Mistake, They Take Action!
[Business:Customer-Service] The Professional is a person that makes mistakes. It is how you deal with the mistake that makes the difference. Read here about Professional mistake making and what to do about it.
- What Would a Customer Service Professional Do? They Are Opportunity Finders
[Business:Customer-Service] Customer Service is the science of making Opportunity from Challenges. Read here for "making the most" from what you deal with every day!
- Leadership, Sponsorship and Your Responsibilities
[Self-Improvement:Leadership] So, what do your people want? They want sponsorship in lieu of punishment, listening in lieu of opinion and understanding in lieu of obstinacy. Read here to learn how to get this done.
- What Would a Customer Service Professional Do? They Know What to Do When Things Don't Work Out
[Business:Customer-Service] A Professional knows that not everything they do will work out. "What? Are you kidding me? This means that we all are human! Oh great. I just told my boss how wonderful I am. This is just perfect!"
- What Would a Customer Service Professional Do? They Don't Worry About What Goes Wrong
[Business:Customer-Service] A Professional does not worry about what went wrong. They identify what went wrong, devise a solution, take action and apply the fix. I prefer to call this the "Stop Standing Around Action Plan."
- What Would a Customer Service Professional Do? They Ask For Help
[Business:Customer-Service] A Professional will ask for help when they need it because they realize that they don't know everything, can't do everything and can't be everywhere. That's just the way it is. Read here about asking for help.
- What Would a Customer Service Professional Do? They Tell the Customer When They Don't Know
[Business:Customer-Service] A Professional will tell someone when they don't know and then tell them what they will do to find out. This is what we call "reasonable and considerate." Read here to start becoming a true Professional.
- What Would a Customer Service Professional Do? They Get to Know Their Customers
[Business:Customer-Service] A Professional knows everything there is to know about their Customer. Wow! A first for some of you! Read here about how to get to know your Customer!
- What Would a Customer Service Professional Do? They Know the Rules and How to Play the Game!
[Business:Customer-Service] A Professional knows the rules and uses them to help a Customer not deny a Customer. Knowing the rules is part of the game. Every organization has rules and regulations that have been written and implemented to do one thing. Protect the dollar. That's right. You heard it here first. Revelation time! So, if that is the way it works (and it does) what does the average Customer Service person working in Customer Service do or need to know?
- What Would a Customer Service Professional Do? They Use Tools to Help Their Customers
[Business:Customer-Service] What would a Customer Service Professional do? A Professional understands and uses whatever tools are available to help their Customer. These include "Hard" tools and the "Human" tools. Read here abut which tools are the best to use and why.
- What Would a Customer Service Professional Do? Professionals Become Experts in Their Profession
[Business:Customer-Service] What would a Customer Service Professional do? A Professional becomes an expert on how to help their Customer. Do you know why they are experts? Read here for the reason!
- What Would a Customer Service Professional Do? They Become the "Person With the Answers"
[Business:Customer-Service] A Professional has the answers before they are needed. Read here about becoming the "Person With The Answers."
- What Would a Customer Service Professional Do? They Are Excellent Question Askers Not Person Tellers
[Business:Customer-Service] A Professional is an excellent question asker and not a person teller. Now we are in the heart of Customer Service. Read about Professional questioning techniques.
- What Would a Customer Service Professional Do? They Build Relationships and Stop Taking Orders
[Business:Customer-Service] A Professional develops Customers by building relationships, not taking orders. Man, that is one sweet experience, isn't it? You are checking in to the hotel and you walk up to the front counter, and it is clean and well lit, and a smiling face greets you with "Good Afternoon, my name is Leonard and welcome to our hotel. Your name is?"
- What Would a Customer Service Professional Do? They Tell Their Customer Exactly What They Will Do
[Business:Customer-Service] OK sports fans, there is a key word here. The word is "exactly." Do you see it? This does not mean maybe, probably, possibly, could be, there is a shot or anything else that does not mean exactly.
- What Would a Customer Service Professional Do? They Notify Their Customer
[Business:Customer-Service] A Professional notifies their Customer what they can and will do. They take the time to tell their Customer what is going to happen and how they will make it happen. Read here about how to do this!
- What Would a Customer Service Professional Do? They Take Action and Follow Through
[Business:Customer-Service] Now, in theory, this is a simple enough statement. So, read on and find out what you can do to become Professional. In practice, however, it is one of the most difficult. Why? People don't follow through and do what they say they were going to do.
- What Would a Customer Service Professional Do? They Confirm to Eliminate Confusion
[Business:Customer-Service] What would a Customer Service Professional do? A Professional takes the time to confirm. It is the last step in Active Listening. This is the last chance to eliminate confusion. Read about Professional Customer Service skills here.
- What Would a Customer Service Professional Do? They Take the Time to Respond
[Business:Customer-Service] What would a Customer Service Professional do? A Professional takes the time to respond. In previous articles this was addressed as part of Active Listening, yet this really is a skill set on its own. Read on about the Attitude and what it takes to respond like a Professional.
- What Would a Customer Service Professional Do? They Take the Time to Explain
[Business:Customer-Service] What would a Customer Service professional do? A Professional takes the time to explain. They do this because they want the Customer to know what's going on. Read about Professionals and their explanations.
- What Would a Customer Service Professional Do? They Begin With the Listening Process
[Business:Customer-Service] What would a Customer Service Professional do? A Professional takes the time to listen. What does that mean, to listen? Read and begin to practice Active Listening.
- Becoming an Effective Listener in Customer Service - Part Four
[Business:Customer-Service] This is the last in the series on Effective Listening for Customer Service Professionals. Get ready to become the most interesting man...wait...that's not right. How about just becoming an Effective Listener? Would that work for you? OK then, read on!
- Becoming an Effective Listener in Customer Service - Part Three
[Business:Customer-Service] Welcome back for step number three in Effective Listening. By now, you must be overcome with suspense! Let's get to work on the third step. But, first, a quick recap.
- What Would a Customer Service Professional Do? They Get Prepared to Be Professional
[Business:Customer-Service] A Professional prepares for the day ahead before the day ahead and not during the day present. Now, why is this so important?
- What Would a Customer Service Professional Do? A Warm and Friendly Greeting is Where We Begin
[Business:Customer-Service] This the first in a series of articles designed to help you become more Professional in Customer Service. This article covers how we greet our Customers.
- Becoming an Effective Listener in Customer Service - Part Two
[Business:Customer-Service] Hey, you are back for step number two in Effective Listening Skills for Customer Service Professionals! Great! In step one, we talked about stopping what you are doing and paying close attention to what the Customer was telling us. We also talked about using eye contact, non-verbals and open body posture to signal we are listening. In step two, we will be discussing reflecting to confirm understanding. I know, it sounds complicated, and it really is very simple.
- Becoming an Effective Listener in Customer Service - Part One
[Business:Customer-Service] Customer Service Professionals interact with more people on a daily basis than most people in any industry in any company do in a week. And, the term Customer Service has broadened so much over the past decade or so that the term is somewhat out of date.
- Recognizing The Symptoms of When Things Go Wrong and What to Do About It
[Business:Customer-Service] In Customer Service either you get it right the first time, or you don't. Your Customer knows whether or not you got it right. The real question is, do you?
- Leaders Decision Tree For Correcting Mistakes
[Self-Improvement:Leadership] Mistakes are what keeps us Human. Correcting mistakes is what proves us Human. Read here about using a Decision Tree to correct a course of action or change a course of action.
- Leadership Mirror
[Self-Improvement:Leadership] Leaders know when to take a look into the "mirror" and see of they are on the right track. This article is an exercise in critical thinking designed to help you see the person in the mirror and make changes based on that view.
- Know, Love and Believe in Being a Leader
[Self-Improvement:Leadership] Leadership is a combination of several core elements. Know, Love and Believe come from the very heart of Leadership Knowledge. Get your inspiration here.
- Top 3 Leadership Challenges and What to Do About Them
[Self-Improvement:Leadership] Leadership involves a lot of preparation. It seems we are always getting ready for change, getting ready to do something, getting ready to end something or just getting ready. For what, we do not know.
- Leadership is Not an Act of Convenience
[Self-Improvement:Leadership] Leadership is not an act of convenience. It is an application of skills backed by a willingness to take action. The willingness of a Leader to master necessary skills and take action is what makes them a Leader.
- The Leadership Knowledge You Will Need to Succeed in the Years Ahead
[Self-Improvement:Leadership] Leadership is a knowledge based position. Without upgrading and learning, a Leader has little chance to succeed. Here are 7 areas to consider increasing your knowledge in.
- When Employees Make Comparisons and What to Do About It
[Self-Improvement:Leadership] When employees or others make comparisons we sometimes feel inadequate or helpless to respond. Here are Action Steps you can take to change your response and become a better Leader, Manager or Supervisor.
- The Top 50 Management Thoughts
[Self-Improvement:Leadership] Here are the Top 50 Management Thoughts. This list is a compilation of experiences, mistakes, knowledge and learning from myself and managers I have known.
- Love What You Do? Or Not? - The Difference and Why it is Important to Learn to Love What You Do
[Self-Improvement:Leadership] You may be a Leader who loves what you do. But if you don't, what can you do about it? Here are a few strategies to change your view and start loving what you do by learning to love what you do.
- How to Be Effectively Discontent
[Self-Improvement:Leadership] We can never be content in Leadership. With recognition for past accomplishments and a realization the future is being made now, we turn the bow back into the wind and hoist the sail. How to be discontented in Leadership is an exercise in critical thinking.
- Building Better Relationships With Your Customers Builds Your Future
[Business:Customer-Service] It's relationship, relationship, relationship! Building your business includes honoring the relationship between you and your Customer. Read about the steps you can take to begin the relationship building process.
- Harming Your Career and Others Through Poor Leadership and What to Do About It
[Self-Improvement:Leadership] "Nothing can work more damage except myself; the harm I sustain I carry about with me, and never am a real sufferer but by my own fault." St. Bernard wrote those words a very long time ago, yet they still say as much now as they did then in regards to Leadership. Are you in a Leadership role and sometimes carrying "harm" about yourself? Are you damaging your career? Are you harming others with poor Leadership decisions?
- Don't Be a Leadership "Alice"
[Self-Improvement:Leadership] Alice asked lots of questions that didn't help her at all. Don't be Alice. ASK your way to success in 2009.
- 4 Steps to Building a Powerful Mission Statement
[Business] Mission statements have been around for awhile. Nearly every organization these days has one, and if they don't, they are working on it. It is just as important for you to have a personal mission statement as it is for your organization. Read on about 4 Steps to building your mission statement.
- Developing Powerful Leadership Characteristics Within You
[Self-Improvement:Leadership] Not knowing where to look is only half the problem. Not knowing what to look for is the other half. This article gives you the basic steps to finding and developing powerful Leadership Characteristics Within You.
- Leadership Choices
[Self-Improvement:Leadership] It has been said that "the world is divided into haters and creators." In the world of Leadership, we must practice the role of creator, because we find ourselves besieged by haters. So, how do we become creators? Read on!
- 3 Steps to Building Your New Year's Vision
[Self-Improvement:Leadership] The New Year is nearly upon us. Use these last few days to plan your vision for next year using 3 simple steps.
- Leaders and Communications
[Business:Management] As Leaders we need to communicate effectively to convey our thoughts, ideas and feelings. If we are not effective, we are not very good Leaders. Here are 5 ways to start becoming more effective communicators.
- The Top 50 Thoughts on Leadership
[Self-Improvement:Leadership] Here are 50 Thoughts on being a Leader. 1. It is better to be respected than liked.
- 5 Simple Changes You Can Make to Improve Your Customer Service
[Business:Customer-Service] Customer Service can be improved in a hurry by making small changes. It is deciding what changes to make that prove the most difficult. Here are 5 areas you can try and how to do it.
- Top 5 New Year Action Steps For Leaders
[Business:Management] With the New Year fast approaching, our economy in turmoil and uncertainty everywhere, Leaders are being asked to visualize the future. Here are the Top 5 Action Steps to help you do that.
- 4 Tips to Get the Most From Attending a One Day Seminar
[Business:Management] Ever been to a seminar and wondered how you were going to get the most out of the day? Here are 4 tips you can use to make your seminar a worthwhile investment of your time.
- Taking Action With Positive Intent
[Self-Improvement:Leadership] Leaders Take Action With Positive Intent! It's what separates those who complete life fulfilled and those who complete life frustrated. Here are two stories. These stories illustrate the difference between taking action and doing nothing.
- 4 Simple Ways to Refresh and Restore After One Tough Week
[Business:Customer-Service] Stop! Take a breath Customer Service Professional! It's not the end of the world! You can turn it around with 4 simple steps to Refresh and Restore!
- Facing Challenges in Generational Communications? Here Are Practical Steps to Better Understanding
[Relationships:Communication] There are generational differences in the way we communicate. Learn how to meet these challenges and improve understanding and communication.
- The Path Ahead - Three Ways You Can Get More From Your Life
[Self-Improvement:Success] Are you wondering if it will be worth it in the end? Are you traveling through life wondering if you are on the right road? Is your journey everything you hoped it would be? Here are three ways you can get more from your life.
- Customer Service Credibility and Confidence - How to Build it in Three Easy Steps
[Business:Customer-Service] We want Customer Service Professionals to be credible and confident when we use their service. Here are 3 easy ways to build credibility and confidence that brings the Customers back!
- Life is a Challenge to Be Met, Not Ignored - Here Are 4 Ways to Make Your Life the Way You Want It
[Self-Improvement:Success] Changing our lives starts with the realization that it can be a life of our choosing. Here are 4 ways to make your life more of what you want it to be.
- Common Or Exotic Customer Service? Here Are 3 Common Practices and Why They Work
[Business:Customer-Service] It's never the exotic or the extravagant in Customer Service. It's the common, the garden variety that we crave and want. Read why this works and what to look for.
- Customer Service is a State of Mind - What State Are Your Customers In?
[Business:Customer-Service] Here comes our Customer and we can't tell their state of mind. Fearful, Confident or Confused? Here are several ways you can tell what state they are in and how to change that frame of mind.
- 50 Ways to Invigorate Your Customer Service
[Business:Customer-Service] Is your Service "In"? Are people "Into" what you have to offer them? Here are 50 ways to make your service the "In" place to be.
- Changing a Bad Experience Into a Great Experience, Language and Tactics
[Business:Customer-Service] Customer Service and the Cattle Prod Method. This is the most frustrating of all Customer Service experiences for most of us. It is a combination of poorly trained personnel and terrible responses that cause us to believe that the only way we can get Customer Service from the organization we are dealing with is to use a cattle prod. (Poke, zziittt.) Take a look at this example.
- Top Ten Signs of Poor Customer Service
[Business:Customer-Service] Here it is! The Top Ten Signs of Poor Customer Service, and what to do about them!
- Little Changes Make a Big Difference
[Business:Customer-Service] Little changes make a big difference over time. Have you ever seen the phrase "overnight sensation" or "overnight success?" I am always amazed when I see this phrase used, as I often wonder how many days and nights this person practiced their talent or craft, alone, without fanfare, or congratulations, in order to achieve "overnight success.
- Don't Be Afraid of Heights When Building Your Attitude
[Self-Improvement:Positive-Attitude] We often apply the brakes when we climb too high. Read about letting go and how to build your Attitude even higher.
- The 10% Factor in Customer Service
[Business:Customer-Service] It's always 10% of this and 10% of that. Read about the 10% factor and how it relates to Customer Service.
- Large Or Small, Customer Service And How It Relates To Size
[Business:Customer-Service] "Large or Small, We Have Created Them All." Knowing the difference between large and small Customer Service Organizations can make a real impact on personnel and how you service your Customer. Read about the differences.
- Line of Sight Management, Event and Response
[Business:Management] Line of Sight Management is a term that describes how a Manager "sees" and reacts to Events that happen in daily Operations. Events refer to anything that occurs in daily operations, whether or not a response is required. Line of Sight refers to how a Manager takes in Information about that event and then initiates a Response. It's the "Information" and the "Response" we will be addressing today.
- 5 Simple Steps To Improve Your Customer Service Right Away
[Business:Customer-Service] There are so many things we try to improve Customer Service. And the most effective are the simplest. Read about 5 ways you can improve right now!
- 5 Traits You Cannot Teach In Customer Service
[Business:Customer-Service] In a recent article I discussed 5 Simple Steps to take to improve Customer Service. In this article I discuss 5 Traits you cannot teach in Customer Service. Enjoy.
- Time For A Change? Make It Easy By Using A 4 Step Process To Eliminate The Fear And Ensure Success
[Business:Change-Management] It's all about the Communication baby! Use this 4 step process to make a change in the way you make a change in your organization!
- Providing "C" Level Service Is Easy If You Have The Definition
[Business:Customer-Service] Are you defining your Service Experience with the right Dictionary? Are you trying to provide C Level Service and you haven't taken the time to read the definition? Here are 5 C words you may want to read about and know before you make a change.
- Isn't It Obvious?
[Business:Customer-Service] Are all of the features and benefits that your company provides to its customers readily and easily accessible? More importantly, do all of your employees know what the features and benefits are? Can they tell your Customers why they should do business with you? Do they even know why your Company is the best at what they do? I bet they don't.
- 4 Ways You Can Handle Customer Service Better Than You Do Now
[Business:Customer-Service] Problem solving for Customer Service Professionals is really based on the attitude that you WANT to help the Customer. Without this attitude, it becomes impossible to help in any way and in most cases ends up making the Customer feel as if "you have done them a favor" which is, as we know, not at all what makes a Customer come back and ask for us by name. If your attitude is right, read on.
- 7 Tips For A Great 2008!
[Business:Top7-or-10-Tips] Will 2008 be GREAT for you? Here are 7 tips to get ready.
- Promotion Time! 7 Techniques To Make A Smooth Transition
[Business:Management] Promotion is an exciting time for anybody. Here are some questions to ask and techniques to make the transition smoother for the "promoter" and the "promotee."
- Signs Are All Around You - Are You Reading Them?
[Business:Customer-Service] Have you been paying attention to the signs that are in place? Have you been ticketed for not following their directions? Signs are there for our Customers and us. Have you been reading your signs?
- Speak Up! Your Company Needs To Hear Your Voice!
[Business:Top7-or-10-Tips] We have the opportunity to make changes in our lives and where we work. It only takes a Voice and the will to Speak Up!
- You Just Never Know
[Business:Customer-Service] Everyday we meet people from all walks of life. And many times, we just never know who is standing in front of us, or what challenges we might face today.
- What Do You Spend Your Time On?
[Self-Improvement:Success] There is a big difference in spending time and living time. Read about how to live time.
- This Article Is About You
[Business:Customer-Service] A management article about managers. Your department is exactly what you expected.
- Sometimes We Find What We Are Looking For Right At Home
[Self-Improvement:Positive-Attitude] All of the answers we seek may be right where they always were. We just have to listen to ourselves.
- More Management Malpractice
[Business:Management] Here are some more Management Malpractices. You plan minute to minute. If there is something that happens that is out of the ordinary, you are ill equipped to handle the situation, relying instead on the "Break Glass in Case of Fire option." Your shop is littered with broken glass.
- The Top Ten Reasons Why A Cat Is Better Than A Returning Adult Child
[Arts-and-Entertainment:Humor] There are so many reasons we like Cats.
- 4 Common Employees
[Business:Management] There are all kinds of people and they become all kinds of employees. Some become problem employees. Here are 4 of them and what to do with them.
- Whether You Are The Sender Or Receiver, It's All About The Information
[Business:Customer-Service] Communication is the key to great experiences and relationships.
- The Greatest Company To Work For - 10 Things Your Company Does Not Do
[Business:Management] The pastures are always greener, the weather always nicer, and the people always happier over there. Read about over there.
- What Does Success Look Like?
[Self-Improvement:Success] We sometimes lose sight of what we are reaching for and instead focus on "not failing."
- Making Personnel Changes The Right Way
[Business:Management] Sometimes people have to go. Here are 7 tips to do it the right way.
- Quotables For The Customer Service Professionals Day
[Business:Customer-Service] It's great to start the day off with a good quote. Here are a few I found interesting.
- 7 Ways You Can Empower And Energize Your Department
[Business:Management] Here are 7 ways you can Empower your Employees and bring Energy to your Department.
- Customer Service Satisfaction And Employee Satisfaction, Interest Level And Survey Construction
[Business:Customer-Service] Asking employees about their satisfaction is the key to determining your plan of action to improve Customer Service Satisfaction. Read about the Employee's Interest Level and Survey Construction.
- Cowabunga, Woohoo and Yippie Kay Yay! I'm On A Roll, So Get Out Of My Way!
[Self-Improvement:Inspirational] Got it going on? The future is so bright, you gotta wear shades? Read it baby, how to keep the ride on!
- Your Customer Is Afraid
[Business:Customer-Service] Customer Service is not just Fear Management.
- It's A Management Problem
[Business:Management] You know you have them, those poor mis-matched individuals, trudging through work and life at their desks, awash in self doubt, anger and fear, because YOU have them doing a job not suited to their natural strengths, Behavioral Style or skill set.
Here's what you can do about it.
- 7 Ways To Use A Simple Desktop Followup System To Keep In Touch With Your Customers
[Business:Top7-or-10-Tips] Using a desktop application service can really set you apart from other businesses. It's a very simple, fun and easy way to keep in touch with those you would like to do business with!
- 7 Tough Customer Service Questions
[Business:Customer-Service] Are you looking for ways to handle tough questions? There is a technique that anyone can use to handle those hard questions we face in Customer Service. Here are 7 of them and how to answer them.
- It's Time To Look At Our Attitude And How It Affects Our Customer Service
[Business:Customer-Service] America's pastime cannot be played without gravity. Our Customer Service cannot be provided without a Great Attitude.
- Serving With Positive Intent, Customer Service The Easy Way
[Business:Customer-Service] It's amazing what a little Positive Intent can do for your Customers Service Experience.
- 7 Management Malpractices
[Business:Change-Management] 7 different Management Malpractices and their cures.
- Gallery On The Beach
[Travel-and-Leisure] A small slice of art in an otherwise sunny, sandy world.
- What Is The Question To Start Asking Questions?
[Business:Customer-Service] The all time greatest question to ask to start making a difference.
- What's In Your Toolbox?
[Business:Customer-Service] It's time to check your toolbox and ASK what you might need to brush up on.
- Party All The Time!
[Business:Customer-Service] Great Customer Service is like having a party!
- A Reason To Celebrate
[Self-Improvement:Positive-Attitude] Think you need a reason to Celebrate?
- Bad Customer Service Does Not Happen Overnight
[Business:Customer-Service] There are areas to consider when addressing Bad Customer Service.
- Are You a Long Term Professional or a Passer By?
[Business:Customer-Service] It requires a "Personal Commitment" to stay in this profession.
- The "Convenience Factor"
[Business:Customer-Service] Are you suffering from a perceived lack of "Convenience"?
- Responding With Why Is A Sure Bet That You Won't Get To What, Where, When And How
[Business:Customer-Service] Explaining Why can only lead to disappointment. It's better to respond with What you can do, When you can do it, Where it will get done and How you are going to do it.
- My Tale of Two Dinners
[Business:Customer-Service] Dinner, Service and Expectations. How Good Service can make a meal taste better.
- Help! I'm From Another Planet and Have No Idea What Customer Service Is!
[Business:Customer-Service] If you have ever looked around your department and wondered if you were working with extraterrestrials, this article should help you pick them out. And if you are ET, this should help you work on your Customer Service skills.
- I'm Looking for a Skill Set in Communications
[Business:Customer-Service] Communication on a deep level starts with understanding yourself 1st and then applying it to others.
- The Questions We Face
[Business:Customer-Service] It's the second in a series of articles on communications.
- Co-workers, Bosses and Vendors, Oh My
[Business:Customer-Service] Communications. Contact sport or mental wizardry, You Decide!
- The 3 P's of Management in a Customer Service Department
[Business:Customer-Service] When looking for a place to start analyzing, why not start with one of the 3 P's?
- Hey, It's Your Attitude Man
[Business:Customer-Service] The tip of the ever growing poor Customer Service iceberg begins with Attitude.
- Barney or Training? Which is Better for Your Organization?
[Business:Customer-Service] Maybe you are thinking about your CSI index and wondering what to do. You have a choice, Barney or Training.
- If You are the CEO, What Do You Do?
[Business:Customer-Service] It's difficult to change a perception. If you gotta start changing, it should start at the top.
- If You Want to Hire Frogs, All You Have to Do is Croak
[Business:Customer-Service] Stop kissing frogs hoping for a prince or princess. Get the right people to apply for the right positions by asking the right questions.
- What Are You Measuring your Customer Service Department With? 7 Things to Look For
[Business:Customer-Service] Here are 7 ways you can measure your Customer Service Department.
- 2am Words On My Screen
[Self-Improvement:Inspirational] Sometimes you gotta get up and write about what is in you.
- Are Your Customers Keeping Score? You'd Better Believe It!
[Business:Customer-Service] Everyone keeps score, including your Customers and your Regulars!
- Are You A Dog Running A Cat Store?
[Business:Customer-Service] Sometimes we find ourselves looking at the world with the wrong set of eyes.
- The Balancing Act
[Business:Management] How are you managing your bucket? Is it too full or are you constantly stopping to give someone a drink?
Read about Bucket Management.
- Motivate or Cheerlead
[Business:Management] If you are motivating are you really leading?
- Simple Words
[Business:Customer-Service] By using simple and effective language you can set the tone for your Customer's experience.
- If You Have One Of These People-You Are Happy-If You Don't-You Can Grow Them
[Business:Customer-Service] People who make a difference in your business are hard to come by. Spot them, grow them and keep them.
- Meals, Feels And Wheels-Thought For The Customer Service Professionals Day
[Business:Customer-Service] If your thoughts are about things you love or like, you'll pass that on to everyone you meet today.
- The space race, Customer Service and monkeys flying rocket ships. 7 strategies for the New Year.
[Business:Customer-Service] If you think the space race and Customer Service Management have nothing in common, think again.
- 7 Tips for Managers in Customer Service for 2007
[Business:Management] We sometimes look past the biggest resource in Customer Service, our People. Inside this article you'll find 7 tips Customer Service Managers can use to help your business grow and improve the quality and professionalism of the personnel providing the service.
- The 3 V's, GIR and "Just the facts Ma'am" theory of communication
[Business:Customer-Service] Hey, you, psst Customer Service Professional, come over here and I'll show you my theory. Just be quiet about it ok. I don't want everyone to know about it. Just you.
- It's Not The Movies - It's Just Good Service
[Business:Customer-Service] If you were making a movie about Customer Service, would it be a mystery or a drama?
- This Call Is For You
[Business:Customer-Service] Rude and Angry customers are the perfect customers and I'll tell you why.
- The Big Secret For Staying Cool When The Action Is Hot!
[Business:Customer-Service] When the heat is high and the pot is boiling, here are a few simple tips to keep cool.
- Customer Service And The Difference Between Value And Worth
[Business:Customer-Service] If you could mathematically measure the difference between the value of your relationship with your Customers and what that relationship is worth, what would you end up with?
- Customers on Fire: How Good is My Suit
[Business:Customer-Service] When there is a fire in Customer Service, the best strategy is to run towards it!
- Breakfast Conversation - Mr. Demanding
[Business:Customer-Service] It's always nice to hear that you are not the only one who has difficult moments. Read about Mr. Demanding and the response.
- Tats, Dress and Fingerprints... Have You Looked at How You Look Lately?
[Self-Improvement:Attraction] Have you looked around at where you spend most of your time lately? You might be surprised to see how others see you.
- It's A New Day And A New Skill Set!
[Business:Customer-Service] Excellent Customer Service begins with us.
- Attitude and Skill Set: It's All You Got!
[Self-Improvement:Positive-Attitude] If you want to practice your attitude or skill set, just leave your clothes at home.
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