by Glenn Pasch | Feb 10, 2013 | Business Strategy, Customer Service Training, Management Training
Recently I was re-reading an article in Automotive News from December 31st, written by Diana T. Kurylko about how luxury brands are stepping up their customer service with new perks and staff training. What was interesting is that finally some brands were looking to...
by Glenn Pasch | Dec 5, 2012 | Business Process, Business Strategy, Customer Service Training
In the immortal words of Pete Townsend of The Who: Who are you? I really want to know Who are you? I bring this up because it still seems that businesses are heading into 2013 without any idea of how important constructing and controlling their online reputation will...
by Glenn Pasch | Nov 22, 2012 | Business Strategy, Customer Service Training
Happy Holidays!! Wishing you the best this season! Hope Your Days are filled with cheer! So say all of the holiday cards that adorn our refrigerators from friends and family. Same for the ones I receive at my place of business. We send them ourselves to our customers...
by Glenn Pasch | Sep 26, 2012 | Customer Service Training, Management Training Program, performance improvement, Training
Working with businesses as I do, I am confronted with a growing problem. Businesses are adding new technology to increase productivity, but the problem that is occurring is that their people don’t know how to use it to its full potential. I was in a business the other...
by Glenn Pasch | Aug 27, 2012 | Customer Service Training, Leadership Training, Management Training
Imagine you have a customer on the phone or right in front of you and they are not happy. This customer is looking for someone to help them. You feel that you are on the edge of a potential scene if you do not handle this correctly but you are not sure what steps to...
by Glenn Pasch | Aug 16, 2012 | Customer Service Training, Leadership Training, Management Training, Sales
I had an interesting conversation this week in regards to customer service, which then led to a big impression from an offhand comment. I was participating in an interview for a podcast for an automotive magazine focusing on customer service. One of the question asked...
