“Edith was really the original brander,” remarks Susan Claasen, a professional actress and the Artistic Director of the Invisible Theatre in Tucson, Arizona. She’s referring to the renowned costume designer, Edith Head, who provided costumes for 446 films and won eight Academy Awards. Susan should know. She spends much of her time bringing the icon
Don’t Let Difficult Questions or Participants Throw You Off!
One of a facilitator’s biggest fears is getting difficult questions and/or difficult participants (usually they are one in the same). But fear no more! These three techniques can keep you in control of the session and, with practice, take your confidence up a notch! Flip the question back to the participant. Say “That’s a great
5 Tips for Staying Positive at Work when Things are Tough
Things are tough in your personal life. Things are tough at work. Things are tough at home AND at work – oh no! How can you stay positive and focused at work when everything seems grim? Here are our — 5 Tips for Staying Positive at Work when Things are Tough 1. REFRAME – Sticking
Happy Customer Service Week!
Happy Customer Service Week! That’s right. The US Congress deemed the first week in October International Customer Service Week, a time to celebrate service excellence and the people who serve customers each and every day! It’s sponsored by the Customer Service Group. Of course, at Red Carpet Learning Systems we think every week is customer
Tips for Staying Calm in Stressful Work Situations
We’ve talked many times about how to help an angry or frustrated client. You TREAT them! T – Tune in and Listen R – Respond with Empathy and Regret E – Explore Solutions and Come to an Agreement A – Add a Little Extra Kindness T – Thank the Customer But often something gets in
What’s Your Body Saying?
I just finished facilitating a two-day course on presentation techniques, which reminded me that how you SAY something, is truly more important than what you say. For example, you can say “I’m not mad” many different ways, but what it will mean has everything to do with your body language and tone. What if you
Social Care – Social Media Customer Service
Imagine this scenario: a customer is in front of you making a complaint. You step away and then finally address the fuming customer after a few hours. That would never happen, right? Well, this is how many customers feel when they are expressing a complaint on social media and they don’t get a response for
Saying Thank You Even When You Don’t Have To
For various uninteresting reasons, my husband and I had to file for an extension on our taxes this year – something we will try to avoid in the future because it just prolongs my misery. (Can you tell I’m more of a words person?) We finally filed our taxes this week, and to celebrate we
Listen to Your Customers
There’s a lot of talk in the business world about listening to customers. Setting goals? Listen to your customers. Developing a product? Listen to your customers. Want to create a more focused mission statement? Listen to your customers! But what about listening on a smaller day-to-day level? Actually taking the time to listen to the
Labor Day Hikes in Asheville!
We have a new post about how taking a break can improve employee engagement and customer satisfaction and we thought we’d share how Donna Cutting, our wonderful CEO, spent her time over Labor Day weekend. The Asheville locals on our team are always encouraging friends and business associates to travel to Asheville. Once you see
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