Archive for tag: telephone training

It’s been quite a week. Nothing like a quote in the Wall Street Journal (http://on.wsj.com/16MzQjS) for adding some fun and excitement to life! My utmost thanks to WSJ journalist Anita Hofschneider (@ahofschneider) for a wonderful article and to my client and friend, publisher Patty Baxter of Metro Guide Publishing (http://www.metroguide.ca) for contributing her time and resources. Thanks also to all of you who have sent email, posted Tweets and LinkedIn updates. Much appreciated. And to all ...

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All week a story has been forming in my mind – another disappointing customer service story inspired by none other than musician John Fogerty. But I’ve decided to save that one for another day. Perhaps it will surface during a mid-winter’s chill and warm us with its humour. Instead I’m going to follow the lead of my colleague Steve Foran (http://www.giveraising.com) and share a bit of gratitude for those who have excellent phone skills and ...

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 “By failing to prepare, you are preparing to fail.” Benjamin Franklin  A variation of this quote is likely familiar to most of us. And most of us understand that preparation is an important and essential part of success. But … there are times when preparation prevents us from doing our best, particularly when it comes to conversations with our clients and potential clients.  This was clarified for me this past week in two ways. One was during ...

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