by Glenn Pasch | Jan 21, 2011 | automotive customer service, Customer Service Training, internet reputation management, Management Training, performance consultant, Training
While preparing for my upcoming workshop for the 2011 Digital Marketing Strategies Conference, I continued to run across a common reluctance amongst businesses to change their focus from a defensive position to an offensive position when dealing with their online...
by Glenn Pasch | Nov 15, 2010 | automotive customer service, Customer Service Training, internet reputation management, performance consultant, Training, Uncategorized
I want to share something that happened the other day to demonstrate how even the most simple activity can be delivered in a very impressive way and in turn help your Online Reputation Management I needed to get my oil changed and having moved to a new area I was not...
by Glenn Pasch | Sep 29, 2010 | automotive customer service, Customer Service Training, internet reputation management, Management Training, performance consultant, Training
My last post discussed how your reputation online, begins onsite. I mentioned that I would discuss things that your could focus on that would immediately impact your customer’s experience. Here is one of the most overlooked employees in most businesses today. The...
by Glenn Pasch | Jun 28, 2010 | automotive customer service, Automotive Dealership Training, call center trainer, call center training, Customer Service Training, Management Training, performance trainer, Training
I just returned from a large Call Center Conference and many of the breakout sessions discussed the need for businesses to focus on “The Voice of the Customer”. This seems to be the new buzz phrase and I heard many different ideas on how a company can achieve this....
by Glenn Pasch | Jun 17, 2010 | automotive customer service, Automotive Dealership Training, call center training, Customer Service Training, Leadership Training, Management Training, performance trainer, Training
I know that sounds like an odd mantra to follow, but it depends on how you view failure. In your company is failure viewed as a disaster or as an opportunity for training? Every time we try something new, failure is going to be a part of it. We start off with great...
by Glenn Pasch | May 12, 2010 | automotive customer service, Automotive Dealership Training, call center trainer, Customer Service Training, Management Training, performance trainer, Training
Lately, I’ve been going to a lot of events. I just hit my 3rd in two weeks. At each event there are breakout sessions and roundtables to discuss relevant issues to business. I’ve been in sessions about Social Media, Workforce Management, Outsourcing, Inventory...
