by Glenn Pasch | Jul 20, 2010 | Automotive Dealership Training, call center trainer, call center training, Customer Service, Management Training, performance trainer
One of my first jobs was working with my father at a company that supplied stone, concrete and asphalt for construction sites. I worked in the labs breaking everything down to make sure the ingredients were correct. Imagine taking a cake and breaking it down to see...
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 | Jun 1, 2010 | Automotive Dealership Training, call center trainer, Customer Service Training, Leadership Training, Management Training, performance trainer
This is a very common question amongst managers. Call centers deal with this all the time because they are always battling high turnover. Even if your business offers commissions you still need to do more each month for your employees. Every manager training program...
by Glenn Pasch | May 25, 2010 | Automotive Dealership Training, call center training, Customer Service Training, Leadership Training, Management Training, performance trainer, Seminars
As a manager of a sales team or a team of supervisors, there will be a time when you need to bring a new member to the team. You have to cut the pile of candidates and resumes down to the final few. What criteria should you follow when you pick up the phone and call...
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...
