Your Customer Service Coach http://business.mainetoday.com/smallbusiness/service/ en-us davidlee@securespeed.us 2008-02-20T10:49:37-05:00 hourly 1 2000-01-01T12:00+00:00 Your Employees: Do You Appreciate Them or Take Them for Granted? http://business.mainetoday.com/smallbusiness/service/022584.html If you care about employee motivation and morale, this is an important question to ask…... 22584@http://business.mainetoday.com/smallbusiness/service/ 2008-02-20T10:49:37-05:00 When Humor And Customer Service Don’t Mix http://business.mainetoday.com/smallbusiness/service/020411.html Sometimes when doing customer service training, I’ll have a participant cheerfully describe their “cute” sense... 20411@http://business.mainetoday.com/smallbusiness/service/ 2008-01-05T12:49:26-05:00 Do You Make It Hard For Customers to Give You Money? http://business.mainetoday.com/smallbusiness/service/019929.html Do your processes support – or thwart – your customers’ attempts to do business with... 19929@http://business.mainetoday.com/smallbusiness/service/ 2007-12-20T12:17:13-05:00 Don’t Focus Only on The Customer You’re Waiting On: The Importance of Connecting with People In Line http://business.mainetoday.com/smallbusiness/service/019499.html Yesterday, I stopped into Whole Foods and went up to the meat and fish counter.... 19499@http://business.mainetoday.com/smallbusiness/service/ 2007-12-10T14:41:54-05:00 Do Your Staff Support - or Damage - Your Brand? http://business.mainetoday.com/smallbusiness/service/018951.html I just had an interesting - and frustrating - experience trying to buy some shirts... 18951@http://business.mainetoday.com/smallbusiness/service/ 2007-11-26T19:09:38-05:00 Indifference – The Ultimate Customer Turnoff http://business.mainetoday.com/smallbusiness/service/018622.html I had an experience moments ago with Staples that reminded me of the number one... 18622@http://business.mainetoday.com/smallbusiness/service/ 2007-11-16T09:27:23-05:00 Why You MUST Teach "Emotional Management" http://business.mainetoday.com/smallbusiness/service/018366.html Emotional Management is one of the components of Emotional Intelligence, which, research shows, accounts for... 18366@http://business.mainetoday.com/smallbusiness/service/ 2007-11-08T19:30:21-05:00 The Hidden Benefit of Empowering Employees http://business.mainetoday.com/smallbusiness/service/017658.html First off... sorry for the BusinessSpeak cliche "empowering", but it's the quickest way to get... 17658@http://business.mainetoday.com/smallbusiness/service/ 2007-10-24T14:50:59-05:00 Do You Make These "Constructive Feedback" Mistakes? http://business.mainetoday.com/smallbusiness/service/016472.html Your ability to give constructive feedback not only plays a huge role in your ability... 16472@http://business.mainetoday.com/smallbusiness/service/ 2007-09-27T12:00:27-05:00 How to Reduce Employee Turnover http://business.mainetoday.com/smallbusiness/service/016307.html As you know, it's hard to give great, consistent customer service, if you have high... 16307@http://business.mainetoday.com/smallbusiness/service/ 2007-09-24T13:53:52-05:00 How to Help Your CSRs build your brand http://business.mainetoday.com/smallbusiness/service/015808.html I had an experience at Staples today that was an excellent example of how "the... 15808@http://business.mainetoday.com/smallbusiness/service/ 2007-09-13T10:53:36-05:00 Do your staff know how to say “No” gracefully or do they do it with a big thud? http://business.mainetoday.com/smallbusiness/service/015557.html As I mentioned in my last post about Zuber… many if not most CSRs don’t... 15557@http://business.mainetoday.com/smallbusiness/service/ 2007-09-07T13:03:47-05:00 Do You Have Employees Like Zuber? http://business.mainetoday.com/smallbusiness/service/014902.html The other day I called Wild Oats to find out about whether an item was... 14902@http://business.mainetoday.com/smallbusiness/service/ 2007-08-22T09:12:29-05:00 What Do Your Employees Have In Common With Rats, Babies, and Chimps? http://business.mainetoday.com/smallbusiness/service/010566.html They (and you and I) all have a: Hard Wired Need For Control ... or... 10566@http://business.mainetoday.com/smallbusiness/service/ 2007-04-02T10:51:26-05:00 When Customer Service Goes Right... You Separate Yourself http://business.mainetoday.com/smallbusiness/service/010226.html I had an experience at Staples the other day that stands out in my mind... 10226@http://business.mainetoday.com/smallbusiness/service/ 2007-03-19T09:42:24-05:00