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Katie Scheer

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Better Communication = Greater Customer Experiences

Katie Scheer | Feb 5, 2019 9:14:00 AM

CommunicationCommunication is a prime factor in shaping the overall customer experience. How and when you communicate, by which mode, and with what tone are of utmost importance to get right. Each customer has unique needs and preferences. Are you taking this into account when you are communicating? Here are tips for you on this and some communication standards for you to consider...

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Topics: Customer Experience, Communication

New Year, New Possibilities

Katie Scheer | Jan 1, 2019 9:19:00 AM

New Year 2019

A new year means new beginnings and new opportunities for success. We look forward to being a part of the wonderful possibilities that 2019 holds for you and your business. Happy New Year!

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Topics: Goals

Giving Thanks Isn't Just "Thank You"

Katie Scheer | Nov 20, 2018 9:07:00 AM

Thanksgiving 2018It's an obvious and fitting time of year to discuss "giving thanks." It's certainly a time of reflection as we pause and think of all that we are thankful for, both personally and professionally. In business, the #1 thing we should be thankful for is our customers. It should come as no surprise to you that we are thankful for them, but do they feel appreciated? A simple "thank you" to them has become such a habit and ordinary part of our scripts and emails, so do you really think they pause when they hear or read those words and think, "Wow, they really appreciate me and the business I am giving them"? 9.5 times out of 10, the answer is no. 

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Topics: Thanks and Appreciation, Loyalty, Customer Service, Being Attentive

HOSPITALITY IN THE NEW AGE

Katie Scheer | Oct 30, 2018 9:06:00 AM

 

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Serving the millennial generation calls for a change of routine, as they now represent the largest generation in the country. Millennials are known to be impatient yet pragmatic idealists, while also being known as authentic and transparent. These traits are what make them different from other generations and very unique customers. 

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Topics: Hospitality Trends, Millennials, Customer Experience

What Four Things Impact First Impressions?

Katie Scheer | Sep 18, 2018 9:33:00 AM

First impressions are paramount since they are highly accurate; how you are instantly evaluated can make or break your success. And you have heard before that a first impression is made within 5 seconds, but I believe it’s faster. Why? Personal experience– I get a feeling about something or a situation within 2 seconds (don’t you?). The science- 20 million billion bits of information move around our brains every second, and it calculates sounds, sights, smells, taste, touch, and thoughts in every moment at the same time (from The Phenomenal Experience). This means we need to up our game and make sure that we control the impressions that we are making.

Dale Carnegie- 4 ways evaluated

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Topics: Communication, First Impressions and Greetings

5 Customer Service & Sales Steps to Success

Katie Scheer | Aug 21, 2018 9:26:00 AM

Proof is in the putting!You only get out of it what you put into it. So how much effort are you putting into making sure that your customer service and sales practices are top notch? Do you have training and quality assurance measures in place?  If not, you might be losing out on untapped revenue.  Never fear- we have some delicious ideas for your "pudding" so you will know what to do to make sure that you are putting in what it takes to make a difference (difference= more revenue!).  

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Topics: Customer Service Skills, Customer Service, Quality Assurance, Customer Experience, Sales and Selling

Tips and resources on how to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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