Customer Service Excellence
Customer service consists in the delivery of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on staff who can adjust themselves to the personality of the customer. Subsequently, “Customer Service Excellence” entails the ability to stand out and make a lasting impression that can change […]
Assertiveness & Self Confidence in the Workplace
“One of the ways you build self-esteem is by being self-assertive when it is not easy to do so. There are always times when self-assertiveness requires courage, no matter how high your self-esteem.” Nathaniel Branden There are solid links between self-confidence and assertiveness. People often say “be more assertive”; but, how do you actually do […]
Fundamentals of Crisis Management
“When written in Chinese, the word ‘crisis’ is composed of two characters. One represents danger and the other represents opportunity.” John F. Kennedy If a crisis is imminent, your company needs to move fast; and, in order to do that, the individuals in charge of managing the crisis need even faster insights to make the […]
Fundamentals of Crisis Management
“When written in Chinese, the word ‘crisis’ is composed of two characters. One represents danger and the other represents opportunity.” John F. Kennedy If a crisis is imminent, your company needs to move fast; and, in order to do that, the individuals in charge of managing the crisis need even faster insights to make the […]
Effective Speaking and Effective Listening
Our business world is more complex than ever and demand for our attention comes from different directions. Noise can lead to miscommunication especially in situations when time is of essence. Speaking and listening loud and clear is a priority for any person in the modern workplace. Good communication skills are at the heart of everything […]
Effective Speaking and Effective Listening
Our business world is more complex than ever and demand for our attention comes from different directions. Noise can lead to miscommunication especially in situations when time is of essence. Speaking and listening loud and clear is a priority for any person in the modern workplace. Good communication skills are at the heart of everything […]
Customer Problem Resolution
Sometimes workers feel like every customer they are interacting with is having a bad day. Sometimes, the feeling becomes a routine and staff members think they are constantly meeting individuals who seem to be selfish, stubborn, incorrigible, unhappy, too passive or too aggressive. And sometimes, employees can also be equally obstinate themselves. Even though the […]
Customer Problem Resolution
Sometimes workers feel like every customer they are interacting with is having a bad day. Sometimes, the feeling becomes a routine and staff members think they are constantly meeting individuals who seem to be selfish, stubborn, incorrigible, unhappy, too passive or too aggressive. And sometimes, employees can also be equally obstinate themselves. Even though the […]