Home / About Us / ProLearning Blog

ProLearning Blog

Jana Love

Recent Posts

SAY THIS, NOT THAT: LEARN HOW TO TALK POLICIES

Jana Love | Feb 19, 2019 9:48:00 AM

Blog SayThisNotThat Policies

Read More

FIVE KEY HOSPITALITY TRENDS FOR 2019

Jana Love | Jan 22, 2019 9:04:00 AM

light-bulb-3667333_1920Each new year we like to review and highlight any significant trends surfacing in the industry. To help us this year, Sommet Education  released a report that identifies the top trends that will influence the hospitality industry in 2019. Sommet examines 5 key areas discussed below, and the full report is linked above. Sommet says, "Despite the increasingly traversal nature of the hospitality industry, the importance of retaining the human touch and a customer-centric approach remains a common thread running through the key trends of 2019." I couldn't agree more. Personalized interactions should always be a company focus. 

Read More

THE ART OF LISTENING & COMMUNICATING

Jana Love | Dec 18, 2018 9:08:00 AM

meditation-567593_1920

In the workforce, one of the most important things we need to be constantly working on is bettering our communication. This entails both listening and making sure that you are being correctly heard. A company cannot run without streamlined communication as it’s the foundation of success. Whether you are in a management role, or you are an employee, it is important to hone in on your communication and listening skills.  

Read More

Topics: Being Attentive, Listening, Communication

THE INSIGHT OF KINDERGARTENERS: Customer Service 2018

Jana Love | Dec 11, 2018 9:04:00 AM

From the mouths of babes... For the last 5 years we have provided you with this segment during the holidays, and each year those darling 5 to 6 year old children give us, the Professional Customer Service people, a fun moment of pause. Their insights on the service industry are light, uncomplicated, and usually spot on. So, sit back and enjoy the innocent perspective of what a kindergartener thinks of customer service:

Read More

Topics: Customer Service Skills, Customer Service, Humor

HOW ENGAGED ARE YOUR EMPLOYEES?

Jana Love | Dec 4, 2018 9:06:00 AM

When evaluating an employee’s performance, it is also important to reflect on how they are being treated. The way in which an employee is valued can directly correlate to how they perform on a daily basis. This is especially true with the new generation of employees who view jobs as a means to a lifestyle and not a lifestyle itself. 

Read More

Topics: Job Satisfaction, Leadership and Management, Loyalty

Say This, Not That: Lost in Translation

Jana Love | Nov 13, 2018 9:07:00 AM

What we say and what our customers hear can have two totally different meanings. Be aware that many phrases that are used daily might need to be considered as to whether or not what's being said is leaving the best impression. Here is an example—the customer is paying for their purchase and says to the person handling the check out, "thank you."  Sadly, 9 times out of 10 the person checking them out will say, "you're welcome" and leave it at that. Isn't this backwards? The customer is thanking the seller?! This is such a pivotal moment in leaving the best, last impression. Although, "you're welcome", is a nice phrase, if the customer does not receive a sincere, "thank you", the "you're welcome" feels like and sounds like, "NEXT." 

When considering how all team members represent your business by what they say and how they say it, these statements below offer some reflection on what not to say. 

Read More

Topics: Communication, First Impressions and Greetings, Demonstrating Consideration

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.

Subscribe to Blog Updates

Recent Posts