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Public Speaking – Preparation Part 1

According to a survey by the Sunday Times, 41% of people list public speaking as their biggest fear. Forget small spaces, darkness, and spiders – standing up in front of a crowd and talking is far more terrifying for most people. However, mastering this fear and getting comfortable speaking in public can be a great […]


Following up With a Customer Once You Have Addressed Their Issue

“Customer satisfaction is worthless. Customer loyalty is priceless.” Jeffrey Gitomer The difference between having a customer who is satisfied and a customer who will remain loyal can be determined in the steps you take to follow-up with that customer. Once you have resolved a customer’s issue, before you end the transaction, take a moment to […]


Sensitivity in Dealing with Customers

“I am everyday people.” Sly and the Family Stone Customer service professionals will inevitably interact with customers who provide specific kinds of challenges. Becoming sensitive to the types of customers you will deal with and developing strategies for specific customer situations will make those difficult customer situations less challenging. This module offers examples of the […]


Dealing with the Customer in Person

“Your most unhappy customers are your greatest source of learning.” Bill Gates When you interact with a customer in person, you have both greater challenges and greater opportunities to build a rapport with that customer than you have when speaking with them over the phone. Consequently, nearly everything said about handling a customer over the […]


Dealing with the Customer Over the Phone

“Remember that a person’s name is to that person the sweetest and most important sound in any language.” Dale Carnegie When you eliminate one of your five senses, your other senses tend to become sharper. This is an important fact to consider when working with a customer over the phone. Since you cannot see the […]


Why Are Some Customers Difficult?

“All happy families are alike; each unhappy family is unhappy in its own way.” Leo Tolstoy While many of your interactions with customers will be pleasant and positive, inevitably you will have to interact with customers who are difficult in some way. Keep in mind that just as all your emotions communicate to you so […]


Stress Management (External Stressors)

External stressors can often be a source of frustration. You have limited control over the things that come at you in life. When managing stress caused by external stressors, adaptability and understanding what you can control are vital. Manage Your Work Space An uncomfortable work space can be a constant form of stress. Sometimes the […]


Stress Management (Internal Stressors)

“Knowing your own darkness is the best method for dealing with the darkness’s of other people.” Carl Jung Life is dynamic and constantly changing. This simple fact creates emotional, mental and physical stress. It’s not possible to avoid stress entirely. Instead, you must learn how to manage stress and navigate through the situations that trigger […]


Handling Difficult Customers

Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude you can effectively deal with the […]


Skills in Emotional Intelligence

Developing successful Emotional Intelligence begins by understanding your emotions and their meanings. With this understanding, you must uncover productive ways to manage your emotions, then use them to the benefit yourself and others. How to accurately perceive emotions The words that people say are only half of the message they are trying to get across. […]


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What our clients say...

“Karen Froud-Murray has mentored me in my current role of Regional Sales Manager for over two years. As with any role involving people management and leadership, there have been various situations where it has been necessary to seek advice from a third party:  luckily for me that was Karen. Karen’s mentoring skills are excellent and she really makes you challenge yourself and the way that you think about situations, ensuring that the skills and attributes required to be a strong leader are continually developed. Karen is energetic and persistent in her approach, she encourages and fosters an environment of self-development and self-discovery and she has played a fundamental role in my development as a Regional Sales Manager and leader.”

Jane, Regional Sales Manager