By: John Ricco, CAE
I recently read a thought provoking Harvard Business Review article titled, “Tell Your Team What Customers Should Say About Them.” The customer service model outlined was basic, yet compelling. In addition, a recent personal experience confirmed the philosophy, but more on that later. What do you want your members to say when they walk away?
Continue reading What Your Members’ Say When They Walk Away.
By: Beth Evarts
No matter how big or small your company/corporation is, the heart and soul of any business starts with a simple face to face greeting and/or how you answer the phone. That one single moment in time sets the tone going forward and leaves the customerwith either one or two feelings:
The person with whom I am dealing with will and can help me, or
This person cannot or will not help me and I may need to speak with a supervisor who can make a decision to help me.
Continue reading THE HEART OF THE MATTER
By: Christina Welty
I was never a cheerleader. Perhaps it’s my lack of coordination (seriously, I won the Klutz Award at our office Christmas party!) However, I do understand the importance of cheering others on and recognizing people for the good work they’ve done.
Drawing attention to ourselves – whether as an individual or as a company – may be hard for some. We’ve been taught to be humble and not draw attention to ourselves, but let’s face it. The workplace (and life in general) is busier than ever and we need to take the time to be our own cheerleaders. Continue reading Give me an “A”!