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Rapport is the artery to the heart of trust on the road to super customer experience. 6 key steps to improve rapport and a validation of what’s in it for you and your brand. Inspiration for all from leadership through the front line CSRs.

The very best customer service reps exhibit these outstanding people skills. Checklist from Kate Nasser, The People Skills Coach™.

Empathy is so important for business relationships and often missing. Does knowledge & experience dull empathy? Insights fr , The People Skills Coach™.

Customer experience superstars distinguish themselves in these 11 ways. Join them & wow the customers! Insight fr The People Skills Coach™ keynote.

Customer service managers, supervisors, team leads: you often get stuck in the weeds of daily management. Lead & inspire to breed success! Here’s a guide.

Leaders customer service is all about change. Every single customer call is to change the current situation to one more satisfying. Even a purchase is to change something in their work or life. Do you lead & engage all in this vision?

6 ways leaders unknowingly lower the bar of service excellence in customer care & IT technical support. Insight and solutions from customer service maven Kate Nasser.

Every moment with a customer is our chance to build care-filled loyalty. Every word we speak can either build harmony or harm the bond. Here are 5 seemingly harmless but harmful statements to replace with far more care-filled communication. Will you add yours to this list?

When agents, reps, & CSRs ask how to stay positive when customers take advantage, it’s time for leaders to establish a culture of super customer experience. Here’s the question we all need to ask to do just that!

When a company operates from its heart to the the hearts of its customers, it’s likely to deliver in an outstanding way. Then why isn’t there more super customer experience and service? How can we ensure that customer care radiates in every moment? Explore these 5 ways during this National Customer Service Week.

The essence of emotional intelligence (EI) becomes this fail safe guide to the ultimate customer experience & service. How well does your entire organization use EI to secure the brand reputation of WOW.

In the battle for customers, do your company’s pre-designed customer experience metrics close the door to the customers’ true opinions & repeat business?

There is one customer service recovery moment where many leaders, teams, and reps. falter. Here’s the trap, the reasons, the risks & a winning path to success for customer service, customer care, and technical support organizations.

Every service function has certain structure & limits. Yet when customers experience useless hoops to jump through they jump ship. Here’s how to keep ’em.

Generic routine service and rigid adherence to process kills customer experience. Here’s a patient experience story that offers 6 easy lessons for all service teams.