By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training
We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.
Decided to make a quick list of a few common sense things that aren’t so common.
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Coaching: The Power of Questions
Coaching is a large and complex subject. But at its heart lies effective questioning skills. This program provides your managers with practical illustrations of how to use questions to help people think through a problem or a task for themselves. If it is a manager’s intention to coach the other person, the type of questions they use will be different from those questions designed simply to elicit information.