Soft Skills, Hard Results – Do Your People Measure Up?

June 27, 2018 | By:

Soft skills are intangible and difficult to quantify, unlike hard skills, which can be demonstrated and measured. Hard skills are the necessary abilities that are needed to simply get the job done. Soft skills are the personal a tributes that enable someone to interact effectively and harmoniously with other people. Soft skills include social ability,… Read Full Article

Zero Risk

Pizza Insurance? | Top 10 Customer Service Books

May 30, 2018 | By:

You’ve probably seen the new Domino’s Pizza Carryout Insurance commercials: Domino’s is now offering Carryout Insurance! “Free protection for your most delicious asset. Pizza accidents happen. That’s why we’re introducing free CARRYOUT INSURANCE® on all carryout orders. If damage occurs to your carryout order after you leave the store, just bring it back and we’ll remake it for free.”   Domino’s carryout insurance… Read Full Article

Good News Bad News

What Comes First, the Good News or the Bad News?

April 11, 2018 | By:

When you drop the ball at work or in your home life, how do you handle it? Whether you are delivering information to a client, co-worker, Customer, family member or friend, it is important you know how to navigate this conversation. When someone asks you, “What do you want first, the good news or the… Read Full Article

How to Retain Millennial Employees (coming from a Millennial)

March 14, 2018 | By:

For employers faced with high staff turnover, it can be easy to point the finger at millennials. Millennials have gotten a bad reputation for being entitled job-hoppers who constantly need praise and recognition. It is my duty as a hard working millennial to defy the stereotype and recommend retention guidance to my clients. In order to… Read Full Article

Using Surveys to Implement Future Strategy

November 08, 2017 | By:

In my experience, the biggest concern with revolutionizing Customer service in any industry has been how to successfully implement the new standards so that they stick and do not become just “flavor of the month”. The book What’s The Secret?: To Providing a World-Class Customer Experience outlines the X Commandment Methodology. Commandment VI, Implementation &… Read Full Article