Communication without words

Communication without words

It’s the art of non-verbal speaking and we are all experts in the sense that we do it naturally and unconsciously, transmitting information...
Resilient customer service

Resilient customer service

Anybody on the customer service ‘front line’ knows you need to be resilient. For every charming customer with a simple question or...
33 Ways to NOT be Assertive

33 Ways to NOT be Assertive

We’ve all heard somebody say, “I was too assertive.” Well, unfortunately for that somebody, there’s no such thing as too assertive.  Assertiveness...
First impressions count

First impressions count

We’ve all heard (and maybe dreaded) the phrase from a disgruntled customer, “I want to speak to your manager.” But if you’re the manager in...
Reception perfection

Reception perfection

Whether your customer service is good, bad or mediocre (guess which one of those should be your minimum standard?) depends to a large degree on...