by Glenn Pasch | Mar 21, 2010 | Call Center, call center training, Customer Service, Leadership Training, Management Training, Training, Uncategorized
I am sure we all have seen or heard about this new television show. The boss of a company dons a disguise so its employees won’t recognize him and he gets hired to work on the front lines of his company. The point is to see what working conditions the people in his...
by Glenn Pasch | Mar 8, 2010 | automotive call center training, automotive customer service, call center trainer, call center training, Car Dealer, Customer Service, Customer Service Training, Improved Performance, Management Training, Seminars, Training, Uncategorized
Howard Schultz, the CEO of Starbucks stated, “We are in the customer business serving coffee, not the business of coffee serving customers.”I think everyone who runs a business needs to understand what that means. If you asked your staff, would they say...
by Glenn Pasch | Mar 1, 2010 | Automotive Dealership Training, call center training, Car Dealer, Improved Performance, Management Training, Sales
Recent posts have discussed the impact management training and agent training has on results. In this post, however, the focus will be on demonstrating in cold numbers what the negative impact will be if you are not managing your lead pool effectively. The example...
by Glenn Pasch | Feb 16, 2010 | automotive call monitoring, call center training, Improved Performance, Leadership Development, Management Development, time management, Training, Uncategorized
One of the hardest things we all face is Time Management and trying to get everything thing done. In the workplace, it seems we never have enough time, especially whenever someone needs something from us and it always sounds like an emergency. Most of us tend to drop...
by Glenn Pasch | Feb 10, 2010 | call center training, Customer Service, Improved Performance, Leadership Development, Management Training, Training
You just found out your boss is being replaced with someone from outside your company. There were rumors going around that your department was under performing and upper management was looking to shake up its leadership. Once you get past the initial thought of...
by Glenn Pasch | Feb 2, 2010 | call center training, Improved Performance, Leadership Development, Management Training, Seminars, Training, Uncategorized
In many industries, companies pride themselves on promoting managers internally. There are many benefits to grooming managers from within: They already know the systems, are comfortable in the environment, and have proven they want to work for the company. The...
