Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Whenever I’m in Carpinteria, I go […]
Customized Engaging Online Customer Service Training
Customer Service Week Day 4!
I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 […]
Customer Service Week Day 3!
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered […]
Customer Service Week Day 2!
Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today […]
Customer Service Week Day 1!
Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits. […]
New course! Managing to Eliminate Unacceptable Employee Performance
The most comprehensive training for preparing for performance conversations, validating employees, reeling in excuse-makers, ensuring you’re fair and consistent, and nipping unacceptable performance in the bud. Learn more or register!
How to Celebrate Customer Service Week (3 Steps)
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let […]
Don’t Apologize to Customers!
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different […]
here’s how to explain a credit card authorization to a customer.
People are funny when it comes to their money. I am too. When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can […]
I’m Grading Assignments in my Master Class
Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels […]
De-escalation Training for Customer Service & Soft Skills Training 