Customer Service

Customer Service, General, Training and Coaching

Identifying Needs

Mike Miller / January 25, 2018

When you are building rapport with someone, you are doing one of the most important steps in the process. This sets the tone for the rest of the call or meeting. Now you face one of the biggest steps in the process – identifying the needs of the person sitting in front of you.

Customer Service, General, Mystery Shopping

If I had Only Known

Mike Miller / November 28, 2015

Elmo, owner of Elmo’s Pizza Shack, opens up his local newspaper Saturday morning and is surprised to find a review of his restaurant; he had no idea a critic had come into the place. Unfortunately, he is shocked even more by what the critic has to say.