Did you know that anyone can be a great leader? We are often told that to be a great leader one must have specific qualities – and if you don’t have those qualities, well then, you’ll be a so-so leader at best. I’m here to tell you that this simply isn’t true. Every single person has
Are you anybody? Assume that everyone is your best customer!
What not-so-recognizable actor at a movie premiere or member of a celebrity’s entourage hasn’t heard those dreaded words: “Are you anybody?” Ethan, an assistant to a very famous, Academy Award-winning movie star (who asked to remain anonymous) told me about the experiences he has had with some of the personnel in the shops on Rodeo
Wow Your Customers by Paying Attention
Like most people, I get my taxes done once a year – and every year I dread it! But, I don’t dread seeing my accountant. She is a lovely woman, who is great with numbers and makes my life a lot easier. She also wows me every. single. year. How? She pays attention. She remembers
Build Buzz with Social Media, Events, and Contributions
“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
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