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Jana Love

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15 Customer Service Mistakes

Jana Love | Aug 14, 2018 9:14:00 AM

It's no wonder that I own a company that evaluates service performance as one of our main jobs. Service delivery has always held my interest. I am simply unable to have a service encounter without completing my mental check list of, "Did right, and/or did wrong" evaluation. Here is a great quote by Bill Gates that all businesses should have their eye on and thrive on: 

BillGatesQuote

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Topics: Customer Service Skills, Being Attentive, Exceeding Expectations, Customer Experience

Two-Minute Tune-Up: Answer the Question

Jana Love | Jul 24, 2018 9:04:00 AM

TwoMinuteTuneUp (072418)

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Topics: Memorable Interactions, Being Attentive, Communication, Follow-Up

Are You Really Customer Centric?

Jana Love | Jul 3, 2018 9:04:00 AM

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Recently, I personally had a not even close to satisfying customer service experience at a place where they boast they deliver, "The Luxury Hotel Experience," with "Unparalleled Service." Sadly, they over promised and way under delivered. This experience (or lack there of) has left me searching for the businesses that get and deliver a Customer Centric Experience. (The sad puppy eyes tell all...)

Do I start with what Customer Centric means, because I feel like there are a lot of companies out there that give this responsibility to the sales and customer service departments only, when in fact, this is the mistake. Real customer-centric businesses invest the whole team focus on supporting their prospective and existing customers. 

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Topics: Memorable Interactions, Customer Experience, Customer Lifecycle

Sleek, Fresh, and Improved = ProSolutions

Jana Love | Jun 12, 2018 9:12:00 AM

Firework rebrand

Hey, check out what’s “new” with ProSolutions!  Over the course of 2 years (much longer than we thought), we have been working on a re-brand. This is the second re-branding experience that we have taken ourselves through in our “almost” 30-year run. These experiences give you permission, and require you, to explore the “what if’s.” What if we told our story in a different way, what if we brought in fresh new colors into our look, what if we changed our logo, what it we simplified, what if…. 

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Topics: Branding, Passion, Growth

Say This, Not That: Respect Your Customer

Jana Love | May 22, 2018 9:06:00 AM

SayThisNotThat (052218)

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Topics: Customer Feedback, Communication, Demonstrating Consideration

Are You Ready For Your Future Customer?

Jana Love | May 1, 2018 9:03:00 AM

Where are you in the spectrum of being ready for your 2020 customer? Over the last few weeks I have heard so many people talking about "time." "Where did April go?" and "Didn't we just celebrate the arrival of 2018?" Although I feel much the same way, the speed in which time is passing panics me a little bit, but also motivates me. There are so many items on my "to do" list that I want to accomplish before we celebrate 2019's arrival and that gets me going! 

In your business world, what gets your attention, or gets you moving on your initiatives? Perhaps it will be the info graphic that I just read powered by Provide Support. Source: Customers 2020 Report by Walker Information. 

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Topics: Customer Service, Customer Experience, Hospitality Trends