DISC Behavioral Styles: A Learned Superpower

Wouldn’t it be great if you could predict others’ behavior? It turns out you don’t need a superpower to it, you just need some training, DISC training to be exact. With DISC you can learn not only your own patterns of behavior, but you and your team can learn to recognize those patterns in others.  With DISC training, your employees … Read More

Case Study: Improving the Service Culture

One of our clients in the shared services/financial division of a global medical supplies organization knew they needed to improve the customer service culture of their division. Since the organization employed approximately 700 staff in three U.S. locations, they sought Bonfire’s guidance and training.  The customers of this division were often internal customers (coworkers), with some departments working with both … Read More

Don’t Turn Your Holiday Workers into Grinches

Training Your Seasonal Employees in Effective Communication Skills Is Still Mission Critical. It’s probably your busiest time of year. It’s always an opportunity not only to make sales but also to cement new relationships, creating new customers and loyal followers for your brand to last throughout the year. Depending on your business model, however, you may be leaving most of … Read More

Emotional Intelligence: Personalize Your Customer Service

Emotional Intelligence

There’s a large misconception of the term intelligence in our society. The idea of intelligence goes beyond aspects of analytical thinking like test scores, thinking ability, and IQ. Above and beyond the traditional notion of intelligence, you can also gain emotional intelligence. We recommend that anyone who works in customer service gets proper training in this type of “smart.” Why? … Read More

Stop Calling Me “Hon”

Angry caller

“How can I help you, hon?” “Can I get you anything else, dear?” “Have a good day, sweetheart!” These are the kinds of phrases and pet names you might expect to hear from your significant other, but they would probably be uncomfortable to hear from a complete stranger. Yet, these and other terms of endearment are used by customer service … Read More

Positive Voices Create Positive Customer Experiences

Happy customer service rep - Positive Voice

We’ve written about why customer service representatives need proper training to become effective and knowledgeable ambassadors for your products, but equally important is the way they communicate this information. Specifically, there is likely room for improvement in your employees’ tone of voice when speaking to customers.  According to Psychology Today, a generalization can be made that 55% of communication consists … Read More

The Advantages of Customer Service Training

Customer service training

Whether or not you believe the old adage “the customer is always right,” the customer service experience your business provides has a substantial effect on your reputation and bottom line.