How to Communicate with Confidence

Like all skills, communication can be taught.  What can’t be taught though is the confidence it takes to communicate fearlessly and effectively.  That said, a few key thoughts can help you build better rapport with others and over time, this rapport can give you the...

10 Steps to Take Before a Tough Customer Call

This company would be better off without Customers” But sometimes is feels that way doesn’t it? If you’ve ever had to take that tough customer call, you were probably torn between telling them to get lost and possibly handing them everything they...

How to Say Yes

Last week we learned why it’s so important to say no. Today, we need to figure out how to say yes. I’ve been wrestling with this a bit as I’m helping a company develop a customer service initiative. I know this sounds simple, but it’s really not. Anyone can say yes...

Just Say No

One of the hardest words any of us have to say is the word no. There are reasons of course. We don’t want to make others feel bad. We want to fit in. We don’t want to look mean. The sad part is that even though we say yes, we’re still not happy and resentment builds....