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Category: Customer Service

What Should I Do to Diffuse an Angry Customer Over The Phone?

It’s just an average day at work when all of a sudden, you hear the sound of a ringing phone. […]

Compassion Is Key

Dealing with infuriated customers is no fun. When I was a service manager, handling phone calls with angry customers required me to employ the behaviors of rational thought and self-control. […]

Thirteen (13) Things NOT to Do on a HVAC Service Call — Part 1

Over my relatively long life, I have learned a few things. Some things were learned by reading, or through training, while many others were […]

Technology Can Strengthen Your Leadership

This article originally appeared HERE From training to efficiency to retention, technology can boost abilities across the board and create […]

Enjoy the Benefits of Rebates and Tax Incentives

For homeowners, rebates and tax credits for eligible equipment purchases are great ways to help reduce the overall expense of […]

Service & Emotional Intelligence

The best service professionals have intuition that enables them to quickly size up both a situation and the people involved.  […]

Answering Customer IAQ Concerns with Proven Methods

Customers’ interest in cleaner air continues to grow as they become savvier about how and what they breathe impacts their health and daily living.

Customer Service Culture and Management

During onsite client visits, I gain direct access to what happens inside of a service organization. One key phenomenon that […]

Sponsored Content: Maintaining Contracts the Right Way

Does your business offer preventative maintenance contracts to homeowners? A maintenance or service agreement should always be a part of […]

Sponsored Content: 9 Ways To Reduce Customer Hold Times

Having high customer hold times is a lose-lose situation for businesses and their customers. Discover these nine tips that will […]

Cognitive Capture, Mind Drift, and Biases

During my seminars, attendees learn numerous relationship-building skills and one of the most vital skills is listening.  Unfortunately, our smartphones […]

Do Life and Work Skills Begin at Home?

At the start of 2019, I send you my best wishes for much good health, passionate customer relationships and business […]

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