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Steve’s Memes: The Customer is NOT Always Right






Today’s Lesson: Drop the attitude and lead with solutions.   The customer is not always right, but they are always the customer. If you want your angry customer to completely flip out, just keep telling them all the things they did wrong and all the reasons you can’t help them. TODAY’S LESSON: In customer confrontations,(…)






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Steve’s Memes: Those Closest To The Customer Have The Answers






Today’s Lesson: Go ask those on the front lines.   There’s a reason large retailers with multiple locations continue to struggle with customer service. Hint: You cannot solve this with another meeting in the corporate office. TODAY’S LESSON: Those closest to the customer have all the answers; and they’re just waiting for someone to care enough(…)






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Steve’s Memes: Crap Rolls Down Hill






Today’s Lesson: If your team hates your company, they’ll hate your customers.   Years ago, I wholesaled products to a miserable company that was universally hated by customers and vendors alike. I didn’t understand why until I watched a miserable regional VP berate a miserable store manager in front of his miserable subordinates. As soon as the miserable VP(…)






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Steve’s Memes: Your Online Reputation






  Today’s Lesson: Just stop being a rat bastard…   Why are you spending thousands to “fix” your online reputation when you’re unwilling to change for free offline? TODAY’S LESSON: You cannot be a Saint online if you’re a rat bastard offline. Consumers aren’t that dumb.






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Steve’s Memes: Real Customer Service






Today’s Lesson: Great Customer Service Means Never Having To Say You’re Sorry   Some managers are experts at “customer service” … they love putting out fires. Today’s Lesson: Real customer service is never having fires in the first place.  






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Receptionist Training: How to be the Best Receptionist Ever!






  Receptionist Training: How to be the best Receptionist Ever! TRANSCRIPT: Listen, if you answer phones and/or greet guests for your company, you are the one person who will be making a first impression on almost everyone your company ever does business with. You are the public face of your company! This makes you the(…)






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Appointment-Driven Communications – Part 8






Appointment-Driven Communications – Part 8 TRANSCRIPT: As you may recall, earlier in the training, I talked about how today I’m going to tell you what to say; how to say it ; but, more importantly, why we want to say the things we’re going to say to try to drive appointments. Why it’s important that we(…)






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