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Hiring For Customer Service Positions? Look For Goldilocks!

Hiring For Customer Service Positions? Look For Goldilocks!

By Anne MacKeigan / June 30, 2016

Just like all the other areas of a company—the warehouse, the accounting department, shipping—customer care is a process. In fact, it typically involves a number of processes, such as incoming order processing, returns and re-stocking, setting up new accounts and solving customer problems. If a customer-care candidate does not already have a process orientation, it…

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Delivering Personalized Service For Exceptional Customer Care

Delivering Personalized Service For Exceptional Customer Care

By Markku Kauppinen / April 28, 2016

I recently shared my experience at a local car dealership with a friend and raved about the excellent service I had received.  Everything was exceptional.  From the first contact with Mike, the service advisor, to make an appointment to picking up my serviced car, I felt the experience exceeded my expectations. “Did you say his…

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6 Ways to Improve Customer Service

6 Ways to Improve Customer Service

By Dave Hiatt / April 24, 2015

You know good customer service when you experience it. It’s hard to explain at times when it’s not so great, but it’s easy to recognize when a customer service agent has gone above and beyond to make sure you’re satisfied. At some point, every day, everyone is a customer. A good customer service experience is…

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Why You Will Want to Adapt Your 30-Second Commercial

Why You Will Want to Adapt Your 30-Second Commercial

By Hamish Knox / April 17, 2015

All salespeople with a small amount of experience have a 30-second commercial (a.k.a elevator pitch, popcorn introduction, etc.) down pat. And that’s the problem. Ideally, a 30-second commercial gets us a conversation with a decision-maker, typically an executive. However, sometimes we must deliver a 30-second commercial to a non-decision maker, typically a front line employee who will likely…

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Do You Have A Fear of Asking Questions During Sales?

Do You Have A Fear of Asking Questions During Sales?

By Chip Doyle / April 13, 2015

I spend about 80% of my time working with sales professionals to perfect their ability to structure the questions that need to be asked. They all understand the importance of asking questions but need some assistance in creating their own tailored versions. Salesmen often enjoy the exercise of deciphering which questions uncover the compelling reasons…

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Ask

Ask “Why?” Five Times

By 英雄联盟竞猜视频比分 Training / May 29, 2014

There’s something to be said about children who continue to ask “why” about everything. When they ask and you respond, and they ask “Why?” again, it means they don’t have the complete answer to their question. They will continue to ask until they understand the entire concept or until the adult gets frustrated. In business,…

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How to Prepare for Departing Clients

How to Prepare for Departing Clients

By Dave Mattson / March 4, 2014

Nothing lasts forever, right? While it may seem pessimistic, having a plan for dealing with a client’s departure is sound advice when it comes to maintaining business and clients. We spend so much time building solid, trusting relationships with clients that it can come as quite a blow when news hits that your client contact…

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Voicemails: Old School or Still Appropriate? Results May Vary.

Voicemails: Old School or Still Appropriate? Results May Vary.

By Dave Hiatt / February 24, 2014

Like it or not, times have changed and the usefulness of a voicemail is up for debate. With email, text messages and Caller ID, some people find it irritating to see that they have a blinking red light or a notification alerting them to check their voicemail. And as sales professionals, the last thing we’re…

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Old Clients, New Business

Old Clients, New Business

By Dave Mattson / October 10, 2013

A mistake too many salespeople make is not keeping in touch with former clients. It’s not uncommon for past clients to come to a point where they need your product or service again but don’t remember how to get in touch with you. They are more likely to have your competitors’ information handy. (Your competitors…

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Are Your Customers Buying from Your Company or Your Salesperson?

Are Your Customers Buying from Your Company or Your Salesperson?

By Mike Montague / October 10, 2012

The good and bad of relationship-based sales. The Good Relationship-based sales methods are ideal. Most of the time those relationships are the only thing protecting you from competing solely on price. In sales training, we have a saying: “All things being equal, people buy from people they like. All things being unequal, people still buy…

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