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

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

Infographic: Customer Service Essentials

Now, more than ever, improving customer satisfaction should be a top priority for organizations. Customer experiences influence everything from: Buying decisions Repeat purchases Spend amount  Customer loyalty If your organization is looking to improve your customer service and spark meaningful change, then you need tailored and engaging training. Learn more about the impact of customer service on an organization’s bottom … Read More

Do You See 2020 in 20/20?

Setting New Year’s resolutions for your organization is a great exercise in growth, though keeping them can take real effort. As you look into the coming year, make sure you’re viewing your organizational goals with 20/20 vision.  Instead of looking outwardly at how a shiny new software could help your sales, you may think about improving your internal assets: your … 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

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