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 | Aug 4, 2010 | Automotive Dealership Training, call center trainer, Customer Service Training, Management Development, performance consultant, Seminars
I ran across a post on Facebook from a friend of mine, VJ Voelker and he was posing the question of why car dealers are looking backwards versus forwards in regards to their marketing. He was curious as to why dealers were hesitant to embrace Digital Marketing as a...
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 | Dec 26, 2009 | Call Center, Customer Service, Improved Performance, Leadership Development, Leadership Training, Management Development, Management Training, Results, Sales, Training, Uncategorized
I have worked in many different sales centers over the last 16 years. In each case, it was very easy to see, within minutes, if the center was successful even before hearing a single call from a sales representative. Here are some vital questions you can ask yourself...
by Glenn Pasch | Oct 22, 2009 | Improved Performance, Leadership Development, Leadership Training, Management Development, Management Training, Retention, Training, Uncategorized
I just returned from the American Teleservices Association’s (ATA) convention in New Orleans where I had many discussions about issues facing the Call Center and Contact Center Industry. I will be writing about a few of these issues over my next few blogs. Topic:...
