Fan the Flame of Great Customer Service

Customer Service Training

A barely lit fire feels different than a blazing bonfire, doesn’t it? The degree of warmth, the smoke blowing around it, the sparks and crackles. In some customer service situations, environmental factors like wind and rain are beyond our control, yet we can change our focus to build the fire up or keep the fire under control. The energy we … Read More

Exercise Your Empathy

Empathy - Customer Service Representative

Empathy is the ability to recognize and understand the feelings of others and is a muscle that must be stretched and built. Everyone possesses the ability to empathize, but how strong that muscle is varies greatly. There are three main types of empathy: cognitive, emotional, and compassionate.  Compassionate empathy is what we generally understand and define as empathy in Customer … Read More

Tips for Giving Feedback in a Remote Work Environment

Giving Feedback

At this point, most of us have adjusted to working from home. We’re familiar with the ups and downs, the technical glitches (which always seem to happen when you’re making a brilliant point on your Zoom call, right?), the restructured routine, and the challenges of electronic communication.   As a leader or teammate in a remote environment, have you noticed greater … Read More

Ignite Your Training with the Power of Fun

Think back to the last time you went to an amusement park. Fun was all around you – food, rides, themes, music, thrills and laughter. Roller coasters towered above your head with their steep hills and big loops and the log flume taunted you with the opportunity to make a big splash. There were games and surprises around every corner. … Read More

The Show Must Go On: Take Onsite Training Online

Empty Stage

Training is a lot like show business. A venue is chosen, the star of the show sometimes travels cross-country to perform, and crowds of people gather in anticipation. Regardless of what unexpected things might arise, whatever show has been planned still has to be staged for the patrons. The show must go on! Live shows are fun, interactive, and engaging, … Read More

Benefits of Live Remote Training

Customer service rep working on online training

Whether you’ve got team members in offices across the world or remote workers in home offices, live remote training can offer your team what they need to grow and develop.  Live remote training offers benefits like convenience, flexibility, and interactivity that can be a great fit for any team. Plus, it’s a fun way to learn and engage with other … Read More

Bonfire Training Deeply Impacts and Inspires Trainee

We recently received a message from a former trainee (way back when we were known as PhonePRO) that we knew we had to share. Darilynn Godfrey has given us permission to share her touching story with you.  We were inspired and humbled to hear that our teachings stuck with Darilynn throughout her career and even through a personal tragedy. We … Read More

The Process of Breaking Bad Training Habits

Habits can both help and hinder. The trick is to determine which habits are the helpful ones and which habits are the ones that don’t help. For example, if you routinely take part in items in the “Don’t” category of training presentations, you may want to consider breaking those habits. Here are tips to jump-start your journey to making sure … Read More