Ultimate Customer Service

Reverse Customer Experience: Retain Calm Customers!

When customer experience is going sour, do your calm customers have to raise their voice to get action? Do they think they must show anger to reverse customer experience from bad to good?


Reverse Customer Experience: Image is Iceberg Reflecting Deeper Trouble

Reverse Customer Experience: Don’t Drive Calm Customers Away Image by Drew Avery via Flickr.

Image by: Drew Avery via Flickr Creative Commons License.


Reverse Customer Experience: Don’t Drive Calm Customers Away

Consistently great customer experience requires may things. One often overlooked skill — hearing the urgency before the yell — is key. You can reverse customer experience midstream if you realize that not all dissatisfied customers yell.

Ask yourself, do your customers have to yell to:

  • Shake you out of your malaise? Calm customers often face lack of action or the dreaded defensive dribble of reasons why the experience is bad. Reverse customer experience from unimpressive to wow. Hear the urgency before the yell.

  • Hear some empathy from you? Empathy is that special connection with what a customer is experiencing. Can you hear their experience before they get upset? If not, you may lose calm customers to those businesses who give empathy before the yell.

  • Get you to explore alternate solutions? When the customer experience is bad do you stay safely in procedures — until the customers yell or tweet their anger?




Kate Nasser, The People Skills Coach™

1.5 min video message to reverse customer experience from bad to good.



The Story

I recently left a web hosting company because there was no response to trouble when I reported it without yelling. The rep actually said to me “There’s nothing we can do.” When I tweeted what he said to me, the response from the company via Twitter was immediate! They said, “we are working on fixing the trouble right now.” I had already faced the same trouble with little response over several months. Each time there was no attempt to reverse customer experience from bad to good — until I tweeted my displeasure. This is a sign of a company who doesn’t understand outstanding customer experience. They don’t live it or deliver it.



The Message

You can more easily reverse customer experience from bad to good IF you detect the trouble early. See beneath the tip of the iceberg. Don’t wait for customers to get angry. Hear their displeasure and their urgency even before the emotion and the yell.



When has a business failed to hear your urgency & displeasure? Share your story!



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
24 Tips to Make the Experience Easy for the Customer!
Does Knowledge & Experience Dull Our Empathy for Customers
Free Your Mind to Deliver Great Customer Service Experience

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Empathy: Key Thoughts to Boost Your Success

Empathy is one of the people skills that can make or break your business success. Career and business success is all about relationships and empathy is key. It replaces the distance of diversity with bonds of connection.



Image is: Diverse business people.

Empathy builds bonds of success. Image by: Maryland_GovPics

Image by: Maryland_GovPics

Empathy: 3 Key Thoughts to Boost Your Business Success

You can develop your empathy and increase your success. Empathy gets you out of your own head and into others. It allows you to step outside of your own perspective and see where others are coming from. It builds trust. It builds bonds with customers. It boosts your negotiation skills.

Key Thought #1:



Empathy: Image is quote Empathy is the connection before the solution.

Empathy is the connection before the solution. ~Kate Nasser





Key Thought #2:



Image is quote: Empathize before you analyze.

Empathize before you analyze. ~Kate Nasser





Key Thought #3:



Image is quote: Empathy and integrity build and rebuild trust.

Empathy and integrity build and rebuild trust. ~Kate Nasser



Empathy is the universal connector to the new and unexplored. It unites people to create success together — leaders and teams, business owners and leaders, sales reps and customers. It is one of the most powerful business people skills.




Get Started Now!

9 Hidden Places to Find & Develop Your Empathy



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Empathy and Integrity: 5 Keys to Rebuild Customer Trust

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Customer Experience: How to Improve It Quickly


Customer Experience Quick Improvements: Image is light shaped curve.

Customer Experience Quick Improvements. Image by Sam Delong.

Image by Sam DeLong via Flickr Creative Commons License.

Customer Experience: 6 Ways to Improve It Quickly

  1. Improve your welcome. That first impression sets the tone for the customer experience. As a brand, pick one word that defines how you want to come across to customers. Then have every employee the customer with a welcome that matches that image. The image is memorable so make it great.

  2. Listen for what the customers are not saying. You are already listening to what they are saying. To improve customer experience quickly, hear what they are not saying. It wows the customers and gives them the extra connection they love so much.



  3. Kate Nasser, The People Skills Coach™


  4. Think ‘yes’ and ‘how to’ vs. ‘that’s not the way we do it here.’ Customers don’t come to you to follow your process. They come to experience what they want!

  5. Ask how are we doing instead of how did we do! Every moment of customer interaction is a moment to learn and improve. Take the customer’s pulse sooner. Their vital sign is your vital sign.

  6. SHOW customers you care. They cannot observe your intentions. The experience is in the doing. It comes alive with your actions — not in what you are trying to do.

  7. Be very open to feedback. Any time you feel frustrated or annoyed with customer complaints, ask yourself: Would you rather they complain or leave without telling you why? Complaints are a sign of continued interest — the lifeblood of any business.



As a customer, what customer experience improvements do you want to see?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Experience: 24 Tips to Make It Easy & Valuable
Irresistible Customer Experience: What Every Customer Wants
Irresistible Customer Experience: DOs & Don’ts Part II

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 
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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Experience Dull Empathy or Strengthen It?

Former customer service agents and tech support reps often have empathy for current customer service and technical support teams. They remember the pressure and are considerate. It begs the question: Why do many customer service and tech support agents lack empathy for customers? Do they forget what it feels like to be a customer?

Likewise, does a leader’s current experience dull empathy toward their teams? Have they forgotten what it’s like not to be in charge?


Should knowledge and experience make it easier to give empathy?

Or Does Knowledge & Experience Dull Empathy?

 

Experience Dull Empathy: Image is T-shirt saying You're Stupid.

Experience Dull Empathy?

Image via Amazon.com


Does Knowledge & Experience Dull Empathy?

Knowledge and experience can blind customer service agents and tech support reps to customers’ …

  • Emotions when needing help
  • Fear of not knowing
  • Frustration of being delayed in lengthy procedures
  • Impatience with being routed and transferred
  • Anger at being trapped in the maze of customer support
  • Vulnerability of having to trust others with their success



Likewise, power, knowledge, and experience can blind leaders to employees’

  • Challenges of understanding leader’s vision
  • Struggles of accomplishing goals without authority
  • Personality type differences
  • Quest to acquire knowledge and experience to perform well
  • Pressure of dealing with under-performing teammates
  • Implementing solutions with limited time and resources


Experience and knowledge deliver confidence and a sense of control — the very things that reduce fear, stress, and obstacles.   Unfortunately for some leaders and for some customer service agents, their knowledge and experience dull empathy. Add the pressures of leadership and the stress of customer service work to the picture, and it makes them even less empathetic toward those they lead and serve.


Consider: When you are under incredible pressure do you care less about other things that normally bug you?  You just want to get rid of the big pressure and you overlook everything else? But what if those other things are still very stressful to those you lead and serve? Can you find it in you to empathize with them? Or does your knowledge and ability to fix the trouble bring you to label them as emotional or stupid? In these moments, your knowledge and experience dull empathy.



The best customer service reps overcome the dulling effects of knowledge, experience and pressure by:

  1. Being aware of how they feel outside of work when they are customers
  2. Remembering to focus on one customer at a time. This focus delivers empathy
  3. Realizing that their job is to deliver a wonderful experience while solving the problem. It isn’t just to solve the problem
  4. Embracing the true role of service and support — to make life easier for the customer and get them productive again



Respected well-liked leaders deliver empathy by asking themselves: What does it feel like to be this employee right now? Although knowledge and experience dull empathy in other leaders, they live by the motto …




Don’t let your knowledge and experience dull empathy. Channel your experience into empathy that spurs success in those you lead and serve!


Your turn: What else blocks empathy & how can you overcome the block?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leaders, Are You Helpfully Objective or Actually Indifferent?
Empathy & Integrity: 5 Keys to Rebuild Customer Trust
18 Things Respected Well-Liked Leaders Consistently Do

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Irresistible Customer Experience Loyalty – Do’s & Don’ts Part II

In part one of delivering irresistible customer experience, we focused on what every customer wants. The next step, irresistible customer experience loyalty comes with consistency in being irresistible! And yes, it is doable. Apple, Ritz Carleton, Nordstroms, Zappos, all deliver it through relationships!

Irresistible Customer Experience Loyalty: Image is a Magnet drawing things inward.

Irresistible Customer Experience Loyalty: Do’s & Don’s Part II



Do’s and Don’ts of Irresistible Customer Experience Loyalty – Part II

An irresistible customer experience:

  • Is pleasurable.
  • Makes customers feel wanted.
  • Gives customers something they really want.
  • Surprises customers with something positive that they didn’t even know we wanted.
  • Gets better and better each time.
  • Reawakens pleasant feelings they had before.
  • Prevents or relieves difficulty or pain.
  • Elevates customers in some way and puts them in a positive light.




DOs/Don’ts:

  1. Greet customers w/ zeal and focus. Don’t use robotic greetings that seem disinterested.
  2. Show individual interest in them. Don’t queue them up like transactions.
  3. Design online and mobile interaction from the customer perspective. Get their feedback and make changes! Give your employees access to the same views to easily assist customers who call. Don’t let the silos in your company sour the customer experience.
  4. Embrace negative feedback w/ empathy and resolutions. Don’t defend with explanations and excuses. Tell the customer why the experience doesn’t make it better and repels them.
  5. Trust each customer until you have data that says otherwise. Don’t use procedures that treat every customer as a potential criminal. Irresistible customer experience loyalty comes from a trusting relationship!!
  6. Train your employees on how to build relationships & empower them to do it. Don’t reserve this training for just the sales folks. No matter what employee your customer interacts with, that interaction must draw the customer in again and again. It must virtually say “we want you not just your money.”
  7. Be flexible and adaptive. This doesn’t mean offering 100 different options. It means adjusting what you do offer to make the experience irresistible to customers. Don’t allow your metrics to become the culture. Metric-focused organizations slide into a rigid approach in service to the metrics. Serve the customer not the metric. Serve the customer and you’ll meet the metric.




Let’s do a workshop to train, empower, and inspire your employees very soon.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
25 Worst Customer Experiences to Avoid Making the Same Mistakes w/ Your Customers
Customer Experience Superstars: Their Celebratory Give & Take!
11 Surefire Beliefs for Superior Customer Experience

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™


Expectations & Assumptions: JOIN us in #Peopleskills chat!

WHEN: Sunday April 12, 2015 at 10AM EDT. Hashtag: #peopleskills


Background on This Chat Topic: People Skills Expectations & Assumptions

Last Sunday in #Peopleskills chat, we discussed deepening connections. It raises additional questions about expectations and assumptions in human interaction.

Are expectations the hidden obstacle to great interactions? Or are they the force that brings people together in the first place? What about assumptions? Do they have a positive or negative effect? JOIN us this Sunday April 12th, 2015 at 10am EDT to discuss expectations & assumptions.



Expectations & Assumptions: Image is People skills logo

Expectations & Assumptions: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


People Skills Expectations & Assumptions

Very few people are free of expectations & assumptions. Perhaps no one. Given that, how do expectations & assumptions impact human interactions in business, leadership, teamwork, customer service and in life’s deep relationships?

Some questions to get us thinking in advance. Actual questions will post live during the chat.

  • Where do expectations come from?
  • When we expect a great deal of ourselves, __________________.
  • What would human interactions be like if we had no expectations?
  • Expectations are the _________ to great human interaction.
  • What are the advantages and disadvantages of leaders’ expectations of others?
  • What relationship is there between assumptions and expectations? Any?
  • How do our personal values affect assumptions and expectations of others?
  • What assumptions about others have helped humanity and which ones have hurt humanity?
  • Assumptions, gossip, and groupthink: Are they connected? If so, how can we stop the damage?
  • Does communicating expectations and assumptions make them OK? Or do they live on?
  • How can we capture the benefits of expectations and minimize the risks?
  • What are the key people skills for working through diverse expectations and assumptions?


So bring your personal perspective, your favorite beverage, and join me and the people skills global chat community this Sunday April 12, 2015 10am EDT on Twitter (hashtag: #peopleskills) to discuss people skills expectations & assumptions.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Special and continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday April 12, 2015 10am EDT/7am PDT to explore people skills expectations & assumptions.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. April 12, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: People Skills Expectations & Assumptions.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Difficult Customer Moments: Free Your Mind!


With more than twenty years of teaching how to handle difficult customer moments, I can attest to one eternal truth:

Both the obstacle and the pathway to handing difficult moments with customers are in the mind — our minds, not theirs.



Difficult Customer Moments: Image is sign that says free your mind now!

Free Your Mind to Deliver Superior Service in Difficult Customer Moments Image by: EnvironmentBlog

Image by: Environmentblog via Creative Commons License


In Difficult Customer Moments: Free Our Minds!

First and most importantly, let’s free our minds of the disdainful phrase — difficult customer — and replace it with the empowering phrase, difficult moment. This changes our outlook from one of resentment and disregard to empowered action. We don’t resent customers and who they are. We work to remedy the difficulty.

Secondly replace our desperate lament “Why Me”, with the mind freeing phrase “What If”.



What If …

  1. The customer has goals we don’t understand yet?
  2. The customer’s personality is different from ours?
  3. There’s an urgency we are not aware of?
  4. The customer has insight beyond ours?
  5. There are cultural differences causing stress?
  6. The customer simply feels confused and worried?
  7. The customer is pressed for time?
  8. Trust is still lacking?



And What If …

  1. We listen carefully to hear what the customer is saying and not saying?
  2. We adapt to the customer’s personality type to build the bond?
  3. We explore to detect the urgent pressure?
  4. We hear the need instead of an attack to learn the bigger picture?
  5. We let the customer set the cultural bent?
  6. We clear confusion to relieve the worry?
  7. We empathize and then get to resolving the issue?
  8. We do everything we can to rebuild trust?



The phrase “What if” lights up the creative parts of our brain freeing us from the emotional trap of defensiveness. When we free our minds of labels and blame, we see and hear invaluable information, alternate views, and previously undetected possibilities.

Open-mindedness transforms the difficult customer moment from heavy burden to superior customer service. Our adaptability and new thinking show the customer our professional care and that echoes throughout the customer’s community.



Action Summary
In difficult customer moments, silently ask yourself these what ifs. This mind freeing approach will:

  • Keep you calm and caring.
  • Stop you from telling the customer “calm down.” (Don’t ever say this!)
  • Tool you with great questions to ask the customer.
  • Improve your listening.
  • Fuel you with ideas on how to resolve the problem.
  • Lift your spirit and sustain your morale.
  • Wow the customer with care and great service recovery.



When have you received great care as a customer when you were upset?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
5 Powerful Beliefs & Actions to Win Over Rude or Angry Customers
24 Customer Service Tips to Make it Easy for Customers

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Great Customer Service Staff: Recruit These 15 Natural Traits

For years I have been able to spot job applicants who are naturally great at customer service. They excel at it. They have an ease, commitment, and skill that makes them great. They have a natural calling to serve others and they answer that call very well.



Recruit Naturally Great Customer Service Staff: Image is bright sun over ocean

Recruit Naturally Great Customer Service Staff. Image by Sea Turtle via Flickr.

Grateful for image by Sea Turtle via Flickr Creative Commons License.


Recruit Naturally Great Customer Service Staff

As more and more managers asked me how I picked naturally great customer service staff, I created this list of traits and behaviors. It was an interesting exercise to turn my people skills intuition into concrete traits you can unearth in interviews.

Here’s what the naturally great customer service staff do:

  1. Accept the absurdity of life without using sarcasm toward the customer.
  2. They easily adapt; their need for control is low.

  3. They listen with empathy.
  4. They brilliantly balance objectivity and caring.
  5. They initiate both caring and action. This is essential for dealing with upset customers.

  6. They know that they can’t change others — only their own perspectives and reactions. More importantly, they don’t want to change others.
  7. They love diversity. They are inspired and excited by it. They are non-judgmental.

  8. They exhibit a high sense of ownership and teamwork.
  9. They understand the big picture and show attention to detail; they follow-through.

  10. They see and hear far more than what the customer is saying and use it well.
  11. They continuously learn from interactions and quickly reapply this insight.

  12. They are self-confident not arrogant. They are comfortable with customers questioning their authority and influence appropriately.
  13. They have a thick skin and a warm heart. This makes them resilient and prevents them from burning out.

  14. They believe service and servitude are completely different. The first you choose; the second you don’t. They are proud to serve.
  15. They love to serve because of the giving — not to be liked or loved in return.


One caution: Be wary of job applicants who say they like customer service work because they like being appreciated. When the difficult customers are and the thank yous aren’t, these employees become frustrated and may do poorly. Customer service is about caring for others not about the customers caring for them.



Recruit and retain naturally great customer service staff by:

  • Understanding and believing that these people actually exist. Look in diverse pools of talent.
  • Using above list to hire friendly. Then train technically.
  • Giving them leeway in interacting with customers. Rigid scripts work against their natural talents.
  • Treating them with respect and trust. It sustains their natural talent.



You can easily trust and empower them to wow the customers. Since they are highly responsible and talented, the customer experiences the ultimate in care and action — in the moment, every time.

The consistently high quality service these great customer service staff deliver is your winning business advantage!



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Service Inspiration: The Secret Keys to Great Attitude
5 Powerful Beliefs to Win Over Rude Angry Customers
11 Wining Beliefs for Superior Customer Service Experience
Customer Service People Skills: 10 Non-Defensive Responses

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

It takes great people skills to succeed in business and it takes empathy to have great people skills. Have you discovered the full extent of your empathy? Without empathy — understanding and feeling what others are feeling — you fail to build trust and true connection.



People Skills Success Discover Your Empathy: Image is a humanoid w/ binoculars

People Skills Success Radar: Discover Your Empathy. Image licensed from Istock.com

Image licensed from Istock.com.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

Find your empathy to lead and engage employees, work with teammates, collaborate on projects, and succeed with customers. Give it even in the toughest moments. Your people skills success radar will help you find it.



Here is where empathy often hides:

  1. In what you are afraid to be. When people want to be seen as tough and strong, empathy hides to protect that image. Release and give your empathy. It shows that you are truly secure in who you are and confident enough to care for others. Inner strength is your billboard not fake toughness.



  2. In what you never received. Your empathy hides behind your unconscious scar of not receiving any. Find your empathy there and give it to others. It is the best way to get empathy and remove your scar.


  3. In the fear of failure. When people are afraid they will fail, they sometimes focus too much on themselves. Their fear hides their empathy. Uncover your empathy to uncover people skills success in business.


  4. In the myth that empathy makes others weak. Feeling what others feel doesn’t make them weak. Connection lifts people up. Your empathy makes them stronger as you light another way to success.


  5. In a logical focus. People who find comfort in logic — and discomfort in feelings — bury their empathy underneath analysis. Dig it up. Empathize before you analyze. It doesn’t bury you in feelings. Empathy is the connection before the solution. It is the secret to people skills success.



  6. Behind a wall of mistrust. When people are stung by an emotional manipulator, they sometimes put up walls to future connection. They don’t want to empathize and be stung by anyone again. Don’t hide your pain behind the wall. Call the stingers what they are — stinkers! Then share your empathy with the rest of the wonderful caring people in your world. Otherwise, the stinkers hide your people skills success behind the wall forever.


  7. In the wrong definition of empathy. Empathy doesn’t mean you agree with others. It simply says: “You matter, we matter, this matters, let’s find a solution.” You can empathize with someone’s feelings and yet not agree with their reasoning, conclusion, or solution. Share your empathy first to help them see a different view.


  8. In a judgmental ego. “I told you so” and “Everything that happened to you is your own fault” scream out your weakness. Quite ironic since these statements attempt to focus on others’ weakness! Silence your judgmental ego w/ a more powerful force — empathy. Then watch the magical power of connection bring you success.



  9. In a vengeful spirit. If you live a get even life, your empathy and success have difficulty living there too. And few will want to be there with you. Employees, colleagues, teammates, and definitely customers will keep their distance. Replace vengeance with forgiveness and move forward. Your empathy — not vengeance — will bring you people skills success.


Work and live the most basic human truth, success comes through connection. Empathy brings the magical power of connection to life. Find and share your empathy for people skills success.



What would you add to the list above? Is there a #10?



Let’s explore empathy in workshops with your teams and boost teamwork and business success!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
People Skills Philosophy 4 Keys to Agility & Success in Business
What Happens When Tough Leaders Show Empathy?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

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Communicate Clearly – Our People Skills global Twitter Chat Topic.

WHEN/WHERE: Join us Sunday Jan. 18th, 2015 on Twitter at 10AM ET. Hashtag: #peopleskills


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Communicate Clearly – Importance, Challenges, & Tips

Join us Sunday Jan. 18th 10am ET on how to communicate clearly. It is the ever present challenge with different people in different settings. Leaders, team members, teachers, public figures, sales reps, and healthcare professionals are all pressed to communicate clearly. Even in our personal lives, we sometimes struggle to communicate clearly.


Communicate Clearly: Image is People skills logo

Communicate Clearly: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Communicate Clearly: Benefits, Challenges, and Great Practices

Many things can prevent us from communicating clearly. Yet we also have the ability to overcome those challenges to reach our goals. Join us to explore this important topic of how to communicate clearly!

Here are some questions to get us thinking in advance:

  • What importance do you put on clear communication in your work/life? Why?
  • How do you feel when someone is not being clear?
  • When leaders aren’t clear, _________________________.
  • How do leaders know when they are communicating clearly?
  • What challenges and/or kills clear communication?
  • What do you do to communicate clearly?
  • How can we overcome assumptions and bias to communicate clearly?
  • Who in history do you consider a great communicator?
  • What will you do this year to communicate clearly every single time?



These are just some questions to get us thinking. Actual questions will post live during the chat.


Bring your experience, curiosity, a beverage, and join the community on Sunday Jan. 18th, 10am ET to offer your tips on how to communicate clearly.


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes for their time and contributions.






Hope you will all join people skills global Twitter chat (#peopleskills) this Sunday Jan. 18th, 2015, 10am ET/7am PT on communicating clearly.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.






TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. Sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Connect with you this Sun. Jan. 18th, 2015, in #peopleskills global Twitter chat 10am ET on how to communicate clearly.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Empathy and Integrity: A Must to Rebuild Customer Trust


Customers make a leap of faith when they first buy from a company. The trust they initially offer is a request for a respectful human bond.

When they are dissatisfied, do you respond with empathy and integrity? A broken trust can spread throughout social media and damage your business and your brand. Empathy and integrity can prevent that. It RSVPs the customers with the respect they want and deserve. Here’s why it works and how to do it simply and consistently.


Empathy and integrity: Sign saying they rebuild trust.

Empathy and Integrity: Keys to Rebuild Trust w/ Customers



Empathy and integrity rebuild customer trust because it stops the customer from feeling like a fool. They don’t have to doubt their choice nor their future decisions. They can trust their own judgment, trust you, and stay with you and your brand.


Empathy and Integrity: 5 Keys to Rebuild Customer Trust

  1. Empathize before you analyze. Once you hear that the customer is dissatisfied, give empathy to manage the emotion. Then move on to analyzing how to solve it. Analyzing before empathizing is one of the most common and worst mistakes you can make. While you are analyzing, the customer’s mistrust is building. They are wondering if you will care about them or will they feel like a fool for selecting your company?


  2. Transform with listening don’t defend with details. After you have offered empathy, wow the customer with more great listening. You will uncover the expectations you missed and how to please them now. If instead you defend your actions with details, the customers will think you are telling them you are right and they are wrong. Details seem like a defense of your ego. Which do you care more about — your ego or them?


  3. Apologize with no ifs or buts. Two words that destroy a heartfelt apology and trust are IF and BUT. “We are sorry IF we fell short.” The customers have already told you that you fell short. The word IF waffles with a gross lack of integrity. Why would they trust you now? “We are sorry but …” also cancels out the apology. No empathy, no integrity, no trust. It’s just that simple.

  4. Fix the problem and prevent the repeats. Follow through with the littlest details and communicate throughout the organization to prevent a repeat failure. When you fall short with a customer, they see a crack in your company’s effectiveness and they lose trust. If you prevent new or bigger cracks, you re-secure the trust.

  5. Show urgency. The longer you take to respond to customers, the faster their trust erodes. Even if it’s going to take time to fix the problem, respond early and keep the customer informed. Delays and lack of communication are the vacuums that suck customer trust away permanently.



It doesn’t take a huge mistake to dissolve customer trust. Regardless of the issue, view it as the customer. Empathize before you analyze, deliver what you promise, and rebuild trust with unparalleled integrity. It speaks volumes to the customer and to those they speak to!


As a customer, what would you add to the list above?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts
11 Surefire Beliefs to Win Over Customers
24 Tips to Make Sales & Service Easy for the Customers
What Destroys a Perfect Apology
Empathy and Integrity to Respond to Angry Customers

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

This Week’s People Skills Topic in Global Twitter Chat is Patience!

WHEN/WHERE: Join us Sunday Dec. 21, 2014 on Twitter at 10AM ET. Hashtag: #peopleskills


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People Skills Topic in Chat This Week is Patience

Join us Sunday Dec. 21st 10am ET to discuss the people skills topic of patience. As we near the holidays, we can practice our patience over and over! My wonderful co-host for this great topic is Jessica Roberts @connect2life. Thanks Jessica for suggesting this very timely holiday topic.


People Skills Topic is Patience: Image is People skills logo

People Skills Topic in Chat is Patience: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Join Us for People Skills Topic of Patience

Patience is a people skills topic we often take for granted. We only think about it when others lose patience with us or when we feel ours slipping away. Let’s spend our chat exploring patience in a more pro-active way.

Some questions to get us thinking in advance:

  • Patience is ____________.
  • Are some people born more patient than others? Is it inborn or learned?
  • Is patience a strength or a weakness? Pls. explain.
  • What taxes your patience?
  • When have you found it easiest to be patient?
  • How are empathy and patience related if at all?
  • What’s the difference between being patient and being apathetic?
  • Does patience feed or delay success?
  • Patient leaders ___________.
  • How important is patience with customers?
  • What else do we lose when we lose our patience?
  • How does age relate to patience if at all?
  • How do people skills increase or decrease patience?



These are just some questions to get us thinking. Actual questions will post live during the chat.


Bring your experience, curiosity, a beverage, and join the community on Sunday Dec. 21st, 10am ET in for people skills topic of patience in Twitter chat (hashtag: #peopleskills).


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

Special thanks to this week’s co-host Jessica Roberts @connect2life. Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes for their time and contributions.






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday Dec. 21, 2014, 10am ET/7am PT to share your insights and perspective the people skills topic of patience.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.






TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. Sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Connect with you this Sun. Dec. 21, 2014, in global #peopleskills Twitter chat 10am ET to explore the people skills topic of patience.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Franchisees must follow franchise rules. In fact, some brands actually look for frenchisees who are comfortable following rules.


Yet customers don’t care about the rules. They want a great experience and rules don’t deliver it. Here’s the question. Do the franchise rules stop super customer experience? They don’t have to.


Franchisees: Image is Customer Service Checklist Excellent Good Poor

Franchisees: Rules Need Not Stop Super Customer Experience

Image licensed from Istock.com


Franchisees: Amaze Customers With These Top Tips

Despite the franchise rules, you can wow customers with a great customer experience.

  1. Inspire service workers to care. Start each shift with a service motto. Use one example each day of how the workers make a difference! Inspire workers to care before you teach them to smile.

  2. Give each customer your full attention. Customers are becoming more and more insulted by distracted workers. At check out counters, workers are chatting with friends while scanning customer purchases. They are texting and talking on the phone while customers wait for service. Attention is one of the easiest ways to show customers you care. It is the first impression you give and sets the tone for the interaction.

  3. Smile. You’ve read it before and I say it again. Customers have chosen to come to your business. A smile says welcome and thank you. It defuses their tension. Everyone has struggles. You can lighten their load and make a difference.


  4. Listen. Make sure you know what customers want. Restate what the customer asks for. Listen for special requests. One drive-through customer stressed they didn’t want any ketchup on their burger. As they drove away and reached into the bag, they found a burger with ketchup. They came back with the burger — very upset.

  5. Double check before you deliver. Had the worker checked the order before giving the burger to the customer, they would have prevented the bad experience.

  6. Blame no one. In a family style chain restaurant, the customer at the table next to mine told the server he brought the wrong order. He then blamed the customer. “That’s what you pointed to on the menu.” Had he restated the customer’s order before sending it into the kitchen, he would have prevented the problem.

  7. Let the customers have their say. When customers are upset, don’t interrupt them. Don’t say calm down. They don’t take orders. Customers aren’t in your army. If you let them speak, they will come up for air. Then show them some empathy and work to resolve the problem.


  8. Franchisees: Quote says Everybody has their own struggle. So be kind.

    Be kind. It creates a great customer experience.

    Image via quoteeveryday.com



Successful franchisees strive and know how to create an irresistible customer experience despite the rules. Their customers rave about the service to their friends and family.


As franchisees, they inspire great service attitudes. So hire friendly employees. Model great service and train service workers to deliver it. Appreciate their work and recognize their efforts.

Franchisees: Caring Words Cost Nothing: Image is a poster with those words.

Treat employees well. Be the model of how to treat customers! Remember always that business rules need not stop a super customer experience.

From my professional experience to your success,
Kate Nasser, The People Skills Coach™


Let’s do a customer service workshop or webinar for your service workers. Together we can make a difference! Ph: 908.595.1515.


Related Post:
24 Customer Service Tips to Make It Easy for Customers
11 Surefire Beliefs for Superior Customer Experience

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Customer Experience Beliefs: 11 to Win Over Customers


If we want our customers to have a superior customer experience, we need to examine our customer experience beliefs. What we think affects what we do. This is true in every aspect of business. With customers, it’s even more important.


Customer Experience Beliefs: Image is the neon sign "belief".

11 Winning Customer Experience Beliefs. Image by Steve Rhodes via Flickr Creative Commons License.

Image by: Steve Rhodes via Flicker Creative Commons License.

11 Surefire Customer Experience Beliefs

  1. Customers cannot observe our intentions. Treat them well.

  2. The customer’s voice echoes forever. Of course they talk about us. What they say is actually up to us.

  3. Persist when you sense potential; shift and innovate when you see futility. Never let frustration with a customer stop you from giving great care and finding a solution!

  4. Make customer experience easy! Count the number of hoops you ask customers to jump through & you’ll find the places they may jump ship! Leave the hoops for basketball.

  5. Courtesy and civility do not undo our authenticity. They allow the customers to easily embrace it. Authenticity is not an excuse for being blunt or rude to customers. A smile can change everything.

  6. A customer’s trust is an invitation for a human bond. Our actions RSVP the truth about our integrity and foretell the customer’s next choice.


  7. There is a difference between service and servitude. The first you choose; the second you don’t. What choice will you make to deliver superior customer experience?

  8. A sincere apology is the quickest way to repave the road of customer trust. Waffling, defending, and delay leaves a trail of mistrust.

  9. Our future is behind every customer. The customer is the heart of our success. Their pulse is our vital sign. It beats for our future. Maintain heart health!

  10. When we hold resentment in our hearts, we deliver far below our capabilities. Learn objective caring to prevent taking customers’ criticisms personally.

  11. Choose to trust until there’s proof to mistrust. Check all your processes, procedures, and touch points. Do they communicate trust or mistrust of the customer? Then ask yourselves, if you were the customers, would you feel welcome?



Are your customer experience beliefs serving or sabotaging superior customer experience? Leaders, do you know what your teams think? Sit with them and ask “What are our customer experience beliefs?” You may be pleasantly surprised or jolted by the silence. In either case, this review is a no cost high return step to superior customer experience!


What winning customer experience beliefs would you add to this list?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
5 Powerful Beliefs to Win Over Rude or Angry Customers
Irresistible Customer Experience: What Every Customer Wants

©2012-2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Caring Words: No Cost & High Return in Business


Caring Words Cost Nothing: Image is a poster with those words.

Caring Words Cost Nothing. Image by Kate Nasser, The People Skills Coach™




Don’t mistake caring words in business as weak, risky, or beating around the bush. Caring words cost nothing and create infinite possibilities. Their power comes in what they do and don’t do.

Caring words & caring tone of voice …

  • Build trust.
  • Develop relationships between strangers.
  • Open closed minds with empathy & trust.
  • Strengthen relationships to ride through storms together.




Caring words & caring tone of voice don’t …

  • Insert scars into important business agendas.
  • Trigger defensiveness that slows down success.
  • Foment resentment that overshadows the true business purpose.
  • Create walls that obstruct & maybe doom future opportunities.




Caring words & caring tone of voice are emotional intelligence in action.

  • They are based on respect for all humans even in disagreement.
  • They require a positive self-image that doesn’t preach to others.
  • They call for a courageous choice of giving before you receive anything.


“Being deeply loved by someone gives you strength; deeply loving someone gives you courage.” ~Lao Tzu via Goodreads Quotes


“Kind words can be short and easy to speak, but their echoes are truly endless.” ~Mother Teresa via Goodreads Quotes


Leaders, use caring words and tone to inspire, engage, and buoy employees! Hire employees with the emotional intelligence and desire to care for others. Teamwork and collaboration ascend to new heights. Customer experience soars to loyalty.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
People Skills Missteps: Not So Friendly, Friendly Advice
3 Steps to Overcome Bias in Business
Emotionally Intelligent Teamwork: 10 Ways to Work w/ Immature Teammates

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

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