- Winning at Hiring
Call centers are the heart and soul of an organization. Customers form an impression of you and your organization within seconds based on the person on the other end of the line. If the first impression of a call center representative is positive, customers will be pleased and continue to do business with you. Their […]
- Making It Stick by Keeping It Simple
As speakers, we are actually training our audience to spread the “good news.” With a limited number of key points, listeners have a better chance of remembering what we have said, and they can accurately share that information with others who have decision-making power or with those who missed the presentation.
- The Big 5: Why Executives Table an Issue
Most people get what they deserve! If they do a good job of presenting their idea, they get what they deserve. If they do a poor job, they also get what they deserve. This is what one COO I have coached said. My question to you is did you get what you felt you deserved when you left a meeting with a senior leader. If not, perhaps you were doomed because of the Big Five, the top five reasons Executives say “No” or table an issue.
- Your Job Includes Being a Coach
Managers of phone reps all want to see their reps exceed customer expectations each day. But, today’s worker isn’t automatically committed to excellence. John Naisbitt in Re-Inventing the Corporation said: 88% of today’s workers want to work hard and do their best on the job. 55% said they had an “inner need” to do their […]
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