by Glenn Pasch | Apr 9, 2013 | Customer Service Training, Management Training
There is an age-old truth in business that it is easier to keep a client than to find a new one. The one problem is that no one took the opportunity tell you how to keep the client. Many say, “What can I do besides delivering my service or product as expected?” And...
by Glenn Pasch | Mar 19, 2013 | Business Strategy, Customer Service Training, Management Training, Social Media
For many of you who have followed my writings or have seen me speak, you have heard me talk about the Zero Moment of Truth. For those who may not know what that is, it is based on a book by Jim Lecinski for Google coining this term as the space between initial...
by Glenn Pasch | Mar 12, 2013 | Business Strategy, Customer Service, Management Training
According to Wikipedia the definition of customer service is: “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” Although...
by Glenn Pasch | Feb 21, 2013 | Business Strategy, Management Training, Training
Are you blinded by efficiency? Look at your team. Let me describe one of your members and see if you can spot them. They are not the most vocal of the group. They are on time, they complete their work correctly they are self-managed and self-motivated. They seem to be...
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 | Jan 28, 2013 | Business Strategy, Leadership Training, Management Training
I want to speak to the managers of departments or teams for a moment. Have you listened to your team’s vocabulary recently? Not product knowledge, but what they are saying in terms of what has to get accomplished. We take our vocabulary for granted at times. We do not...
