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Reality Check: Are Your Words Building Connections or Creating Barriers?
In today’s Reality Check, we’re diving into the art of smart communication — from avoiding taboo words to harnessing the power of tone. What if you never had to apologize to a customer again, but instead had scripts at the ready to turn any potential inconvenience into an opportunity to...
Reality Check: Is this your biggest Customer Service weak spot?
Let’s face it—there’s no shortage of customer service advice out there. Break room walls are practically wallpapered with motivational posters and feel-good slogans that sound great but often miss the mark. Take this classic: “A satisfied customer is a loyal customer.” Sounds nice, right? But here’s the tough truth: satisfied...
Theme for 2025: Reality Check!
Reality Check 2025: Stop Hitting Snooze on What Matters Most Welcome to 2025, where AI is taking over, but your printer still says 'offline, customer service is still an Olympic sport and your assumptions about how things should work are officially expired. Yep, it’s time for a Reality Check. This...
Customer Service Week: Colleagues Who Go Above & Beyond
In September, I asked you to share nominations of colleagues and coworkers who go Above & Beyond to provide excellent customer service. Celebrating Customer Service Week shouldn't just be once per year, but if it helps your teams deliver unforgettable client experiences every single time, I'm more than happy to...
Customer Service Week – Lessons to go Above & Beyond
Are you ready for Customer Service Week (October 7-11)? This year, we're honoring all those customer service staff who go Above & Beyond to deliver excellent experiences, and I've shared six key ways to do just that. These lessons are valuable any time of year, but they're each a great...
Customer Service Week 2024 – Who Will You Nominate?
Every year, I look forward to Customer Service Week in early October. It's a chance highlight all the hard work and effort put in day-in and day-out to deliver excellent customer service to our customers, clients and guests. This year, its October 7-11 and the theme is "Above & Beyond."...
Five Years of The 10¢ Decision | Favorite Learnings and Lessons
It's hard to believe but August marks five years since the publication of my book The 10¢ Decision. Five years might sound like a long time, but the lessons and ideas in this book are evergreen. The book and lessons inside are full of ideas that are all about how...
Embrace Leadership: Revisiting Bust Out of Service Fatigue
https://youtu.be/n60Re7MQUe0 After re-reading my latest book, Bust Out of Service Fatigue, I was most struck by the chapter on leadership. I want to share a portion of the chapter and challenge you to think about what kind of leader you are and what example you're setting for your team. Plus,...
More in ’24: Save 24% On Trainings, Books and More
It's mid-year and I'm ready to help you level up your customer service game. While I'm on the road bringing my trainings and programs to teams across the country, you can get 24% off my virtual products and books, including the Bust Out of Service Fatigue toolkit. (Note: this excludes...
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