F. Scott Fitzgerald described it best when he wrote, “Life starts all over again, when it gets crisp in the fall.” And with the holidays upon us, are you taking the time to enjoy every moment or has the season become an impossible juggling act of managing work responsibilities with family obligations and tasks? At the very least, take a … Read More
Customer Training Is A Daily Carousel
You’ve made the decision. You’ve set the plan into motion, bridging the gap between goal and reality. You’re ready to move your leaders and your staff to the next level with cost-effective customer service training that will boost employee engagement, systematize real-time communication skills and provide your team with the competitive edge necessary to stand out in a crowded consumer … Read More
It’s Not About The Fries – Showing Compassion On A Call
Bonfire trainers have worked with a lot of different types of companies and organizations. And we mean a lot. We’ve traveled the country and provided virtual training for contact centers that serve and support such products and services as: Shoes Beverages Insurance policies Discount consumer goods Biomedical products Cell phone minutes Apparel Checking and savings accounts Electricity and water Transportation … Read More
How To Treat Them Right On The Telephone
Originally posted in March of 2003 for the Journal of Accountancy: Monthly Checklist Series Treat Them Right on the Telephone Fostering a long-lasting client relationship starts from that very first contact someone makes with your firm. Here are 10 phone-etiquette tips to make sure you and your employees give all callers the five-star treatment. Give a warm welcome. Be sure … Read More
Gold Stars Are Free! Employee Recognition and Empowerment
When you were little, remember the teacher saying, “Good Job!” And remember how you felt when your test came back with a BIG GOLD STAR? WOW! Recognition! It’s one of the most powerful motivators we have. Your employees may have certificates, trophies, and plaques all over their desks and walls. But why does it seem that it is typically the … Read More
Have Your Employees Lost That Lovin’ Feelin’?
What makes an employee happy? What makes them miserable? To a great extent, the answer to both questions is their own attitude. Beyond that, it’s Management’s attitude. Patrick Lencioni, author of the New York Times best selling book “The Three Signs of a Miserable Job”, provides insight into how the attitude and actions of the management team impacts whether an … Read More
5-Step Process for Handling Profanity
A while back, Lisa Rike gave some great information about how to deal with difficult customers in our Free LIVE! Webinar Handling Difficult Callers. Recently, Heather Bond emailed us a question about profanity and we want to share the answer. “I enjoyed your webinar about how we can change the way a difficult call can be handled. At the very … Read More
Engaging the New Millennial (Gen-Y) Workforce
I am going to confess up front that I’m a Baby Boomer. I like being known as the group that questioned authority and highly influenced corporate reform. I enjoy being a member of a group that is strong in number and continues to impact and redefine how life is lived. We are the largest group in the workforce….uh, until now. … Read More