by Glenn Pasch | Aug 25, 2010 | Automotive Dealership Training, call center trainer, Customer Service Training, management coaching, performance consultant, Training
Have you ever been in a situation where you have to explain to someone what he or she needs to do? They look at you and you see them nodding, but you are not sure they “get” what you mean. From their perspective, the commentary in their head is saying,” I hope he does...
by Glenn Pasch | Aug 19, 2010 | Automotive Dealership Training, Automotive SEO, Automotive SEO Study, Car Dealer, Improved Performance, performance consultant, Seminars, Training
Have you ever joined a project or group and you got the feeling it was going to be special? Today I sat through orientation for a new Automotive SEO study program given by PCG Digital Marketing and Driving Sales. he study will give 100 automotive dealers free access...
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 | 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...
by Glenn Pasch | May 4, 2010 | automotive customer service, Automotive Dealership Training, call center training, Customer Service Training, Management Training, Training
I was having lunch with a friend who is a National Sales Manager and we were discussing the areas of his business that he wants to improve. I uncovered a common structural flaw that many companies have. Not all of the processes for employee job responsibilities are...
