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Appointment-Driven Communications

Phone Skills Training

Gain a 5-Star Online Reputation

Real Reputation Management

Creating an Appointment Culture

Creating an Appointment Culture

Leading an Appointment Culture

Leading an Appointment Culture

Avoiding Snake Oil

Avoiding Snake Oil

Leading Multiple Teams

Leading Multiple Teams

Overcoming Objections: Phone

Overcoming Objections On The Phone

Managing Customer Expectations

Managing Customer Expectations

Recent Posts

Steve’s Memes: Everyone Only Has One Head






Today’s Lesson: They Have Just One Head & One Heart…   Whether you’re the manager “correcting” your employees or a salesperson going in for the kill, everyone only has one head and one heart. If your long-term goals depend on them, you’d better hope you didn’t take off their head or rip out their heart already.(…)






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The Customer Experience (PART 11)






The Customer Experience: How To Wow Your Customers (PART 11) TRANSCRIPT: “Steve, I’m doing it. Steve, I’m doing it, I’m empowering the frontline.” Great. If you are like a lot of the call centers that I work with, you are rewarding the wrong metrics. See, you need to remove incentives that value speed over quality. It’s(…)






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