When are people in charge of their lives and experiences? Chances are, not very often. So they seek to feel in control of their experiences and certainty in their knowledge of things in small areas, like their transactions with companies. For as many times as those in customer service have heard "the customer is always Keep Reading...
"Tell me and I forget. Teach me and I remember. Involve me and I learn." --Benjamin Franklin In our line of work, we often began our jobs with a specific course of training. Over time, we've likely done occasional case study challenges to refresh how we want to be approaching cases. These are both valuable Keep Reading...
In business, and especially in customer service, one of the most important skills to have is that of listening. It is an old cliche to say that you have two ears and one mouth, so you ought to do twice as much listening as you do talking. But what does it actually mean to listen? Keep Reading...
