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BLOG: Smart SenseAbilities by Kate Nasser

BS Mathematics, MA Organizational Psychology
The People-Skills Coach in this Technical World

Kate Nasser is smart, feisty, wise, down-to-earth, funny, and just wild and different enough to inspire growth in professional people-skills and improvements in communication, customer service and teamwork. “I have a natural GPS about people and have used it for 20 years to spring them to greatness”.

As a speaker on professional people-skills (also known as soft skills), Kate captivates and provokes audiences with energy, humor, caring and realism. She inspires them to action. “Your teams will take my messages of service and teamwork and act on them. I combine facts, insight, humor, and logic to deliver keynotes on customer service and teamwork that produce real change in behavior.”

As a trainer, Kate is the best at inspiring and teaching professional people-skills (changeability, customer service and teamwork). Read more…

She is credible to many diverse audiences because of a varied background. Special note: “IT teams, tech. support teams, Help Desks, scientists, doctors, lawyers, engineers have an extraordinary connection to my teamwork and service programs.” To read what others say about Kate’s programs and service, see the endorsements page on this website.

Prior to founding CAS, Inc. 20 years ago, Kate worked for Johnson & Johnson (IT Client Services) and American Home Products (IT Systems).  Her corporate client service and IT experience supplied a solid base for working with corporate and government organizations in various industries.

Have you found interacting with some people to be a strain, a pain, or just a stretch for you? It could be a coworker, boss, customer, or even a spouse (ouch!) Most likely personality type differences have reared their ugly head. Don’t panic, easy to use techniques …

View this keynote footage of Kate Nasser, The People-Skills Coach, on The Geography of Customer Service and Sales in America. Do your teams have the passion for serving customers?

Healthy teamwork has tight bonds that encourage ideas, embrace diversity, and welcome change. This produces agile teams that can respond to the changing economic times. When does a healthy tight bond become a clique with its destructive limiting force? Leaders, do you know the warning signs?

As we lead into National Customer Service Week (Oct. 4th, 2010), we can sharpen our learning as well as honor customers and all who serve them. Today’s topic is “The Follow of Being Defensive” and what to do instead!!

What two words do you think would develop and deliver the best people-skills (aka soft skills) for the 21st century? Try these two magical words or tell me your favorite two words for the best people-skills. Posted updated.

Have you ever been in a room with other team members when the leader explodes with disapproval at some of them but not you? What was your reaction? How did you feel? Did you say anything? Did your decision affect your subsequent teamwork? A few suggestions on what to do.

Recent customer service experience w/promoter of National Customer Service Week shed light on challenges of service & technical support in times of change. Here’s what happened and insights on change, change resistance, and rebuilding trust.

Nimble companies win business. Lumbering, slow companies lose. Agile companies empower employees to make quick decisions that meet customer’s high expectations and changing business conditions. What happens when an empowered employee resists change and stops the new revenue stream?

Even with professional people skills (soft skills) training, your mindset can determine success or failure w/other people at these 3 key moments. Remember …

Customer service means communication and the best language for delivering superior truly memorable customer service is …

Sales and customer service soar when you show the customers that you “get them”. Don’t insult your customers with fake imitation. Understand them and adapt to their cultural preferences. Read more …

Simple sincerity makes for the perfect apology. Yet it can go astray very quickly. What is the ONE word that destroys the perfect apology and what word saves it? Read more …

It is a myth that technical professionals are incapable of good to great people skills. Anyone can learn people skills and the value to the individual and the organization is immense. Here are tangible people skills tips for intelligent dedicated technical professionals including doctors, lawyers, IT, finance …

Does fear of emotion stop you from giving empathy especially to angry or irate customers that call? Lose your fear to build bonds in customer service, customer care, and tech. support. Here’s how.

Leader after leader asks “How can we motivate our reps to deliver better customer care?” In this post, Kate Nasser says forget motivation — try this inspiration!

I spend my professional life teaching, consulting, speaking, and coaching on people-skills (aka soft skills) in this technology filled world.  In fact my special niche for years has been delivering customer relations and teamwork training to technology organizations.  That’s no surprise since my first career was computer programming and systems analysis.   When I left to [...]

What are the dividends of people skills in the workplace? With diverse team members in one workplace or distributed in many workplaces around the globe, the value is becoming clearer. Read this article first published in Help Desk Institute’s Support World journal.

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