If you let them … instead help them with tools, training, and a process that works.

Nothing about difficult situations and angry people is ever simple.

Rarely is there one trigger and one solution. Nuance, exceptions, and the lack of anything resembling black and white all are factors in finding solutions to their problems. There is never just one or two sides to a story, there are usually forty-two sides!

This post is about a process, the tools, and the training required to anticipate, avoid, and ultimately how to deal with these situations when they occur.

Customer Service is not a Profit Center

Customer service is not a profit center. Ironically, quality customer service has more in common with advertising and marketing than most organizations realize.

Today’s post is about giving the people who dedicate their careers to solving problems for our clients and customers, the tools and support they need.

What are the things you don’t see?

A famous racecar driver once said that races are won by how fast you get through the corners, not how fast you go in a straight line.  Many organizations focus on the flash and sizzle of their worlds, ignoring at their peril the routine and perceived “basic” things.  Failure to acknowledge and overcome Organizational Vulnerabilities are the things that will cause your team to fail. 

A different kind of store …

Providing value for your customers; making the sales experience easy and hassle free; having integrity, building trust; respecting your customer … these are some of the key selling fundamentals on the path to on-line sales success.

Competitive Advantages 101 – The Secret of Your Success

To do more than survive, to succeed in any field of endeavour, you and your organization need to have as many competitive advantages as possible. Always being thinking about what makes you special, different, and better.