A red carpet reality is that your customer service is only as good as your least engaged employee. As a leader, you want to set the stage for high engagement on your new hire’s first day at work!! A 2009 study done by the Aberdeen group of senior executives and HR managers showed that from
Hi everyone! It’s Chris, Director of Training for Red-Carpet Learning Systems. Here are your March tips to help you with your customer service skills training. Your participants are in your training to learn new concepts, skills and behaviors so being able to effectively set up an activity, skill practice, reel play (role play) or discussion is
When was the last time you told your co-worker they were doing a good job? Often when we think about employee appreciation, we talk about it in terms of manager to direct report. However, peer-to-peer recognition can also help people stay motivated and focused on common goals. The good news is…. Peer-to-Peer recognition isn’t difficult.
When it comes to employee training, how you set the stage can make it or break it! In the last post we talked about the importance of pre-session preparation and discussed tips on how setting up early can offset some possible glitches: Click this link for an in-depth look at how and why this is important.
When engaging your team to deliver consistently excellent red carpet customer service, it takes more than a program. It takes real organizational change. Which is why it’s no surprise that our clients are always asking, “how do we sustain the change?” You know the drill. Every year you look for a new “program” to focus
In my never-ending quest to grow my expertise in customer experience, leadership, employee engagement and change management, I’ve committed to reading one business book a month inclusive of those topics. When you invest in your own professional development, whether it be an investment of time or money, you expose yourself to new perspectives, improve your understanding, regenerate
Lately, I’ve been thinking about rituals and traditions in the workplace. As my company has grown, we’ve added more people to the team. Some of them live and work in Asheville, North Carolina, as I do, and others work remotely, many miles away. However, it’s important to me that I build a team of people,
Honored to be a guest on Shep Hyken’s show: Booked For Success for Citrix Go Assist. Listen in as I and my colleague Shep talk red carpet customer service, share customer service tips, and introduce my new book: 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get
If you’re like me, you spend a lot of time during the New Year holidays wrapping up the last 12 months and planning for the next. Perhaps, like many, you make New Year’s resolutions. Hopefully, you’re one of the few who keeps your resolutions. Most of us, however, do not. Which is why I was