by Glenn Pasch | Jun 5, 2012 | Customer Service Training, Management Training Program, performance consultant, Training
I spent Memorial Day in CT and went with some friends to a beach with our families. It was a beautiful day and a lot of fun just relaxing. What stood out for me this day was the customer service delivered by an employee at the concession stand. The young lady...
by Glenn Pasch | Mar 31, 2012 | Customer Service Training, Improved Performance, Management Training
I was calling the other day to set up some travel and when I dialed I got a real voice versus an IVR.The funny thing was, I checked to make sure I dialed the rightnumber. Now how funny is that. We are so accustomed to getting a recording (you have reached…) or a...
by Glenn Pasch | Mar 26, 2012 | Customer Service Training, Leadership Development, Management Development, Training, Uncategorized
Let’s talk about why. So often we spend our valuable time with these questions: why do things happen? why do we do certain things? why don’t we achieve all of our goals? This list goes on and on. As we ask ourselves these questions, focusing on what we should do, and...
by Glenn Pasch | Jan 31, 2012 | Automotive Zero Moment of Truth, Customer Service Training, internet reputation management, Online Marketing, Uncategorized
Reviews are creeping up everywhere I was checking in online the other day for my trip to Digital Marketing Strategies conference and Continental had placed the following set of tabs at the bottom of my boarding pass. Here were their suggestions for restaurants,...
by Glenn Pasch | Dec 21, 2011 | Customer Service Training, internet reputation management, Management Development, Online Marketing, performance improvement
As we continue our conversation about Zero Moment of Truth, where customers research you and your products online, let’s not forget what the First Moment of Truth is: When people contact your business. I want to focus on what happens when customers get on site and how...
by Glenn Pasch | Nov 6, 2011 | Customer Service Training, internet reputation management, Leadership Development, Online Marketing, performance consultant
I was sitting in a meeting when my cell phone rang. I did not recognize the number so I let it go to voicemail. On my drive home I listened to the message. “This message is for Mr. and Mrs. Pasch. This is Amica Insurance…” I perked up and wondered, what is wrong, is...
