Category Archives: Quickies

Teaching Customer Service Skills

A reporter recently asked my thoughts on teaching customer service skills to employees with no previous experience. Thought you’d be interested in my comments.

Let’s assume the new Customer Service employees have participated in an effective and comprehensive orientation program about the industry, company and community. Then, they transitioned into an orientation about the Customer Service department, its mission, role, etc. Part of that orientation process should include: Read More »

I Don’t Get it – Work/Life Balance

My rant this month is about a cliché we all hear and many of us use – ‘Work/Life Balance’. I understand the concept but I Don’t Get … the words used. So please humor this incurable wordsmith a little. Read More »

Avoid these Customer Service Mistakes

Here’s a summary of my comments from a wide-ranging conversation with a blogger about mistakes employees make that prevent customer engagement and make them unhappy. Read More »

Overcoming Stage Fright?

How can people overcome stage fright or Presentation Anxiety (PA), the clinical term? Short answer – they can’t – it’s a perfectly normal human response to fear or stress.  But what I help my executive coaching clients accomplish is managing their PA through Minimizing and Masking techniques. Read More »

Dealing with Angry Customers

Of utmost importance is having a well-defined policy in place that senior management participated in creating and signed off on and that everyone who touches customers understands, embraces and follows consistently. Periodic re-training or review can be helpful. Components of that policy should include: Read More »

Ain’t Nothing’ Soft About It

Allow me another ‘I Don’t Get It’ rant. This time …  I Don’t Get ‘Soft Skills’. Read More »

Make One-on-Ones Work

Management-staff one-on-one meetings should be a regular component of any organization’s performance management system. They allow for maintaining professional relationships and providing constructive ‘Plus/Delta’ feedback. Read More »

My #1 Marketing Tip

In responding to a reporter’s request for my #1 marketing tip that is effective and profitable, I indicated mine is neither new, sexy or high tech. It’s old and simple, yet everything old is new again and simple is always good: Read More »

Another ‘Power Point’

Looks like my new Workplace Writing ‘Power Points’ feature is generating some nice buzz. Read More »

More Workplace Writing Power Points

Several months ago, we launched a new feature of brief Workplace Writing ‘Power Points’. Going forward, we’ll share more of these simple tips to help your writing pass the ‘7-C Test’  and become more Clear, Conversational, Concise, Consistent, Credible, Compelling & Correct. Read More »

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