Tips for Customer Service Excellence

Everyone is your customer: clients, vendors, and colleagues. Workplace satisfaction improves when we extend respect to internal customers – colleagues and supervisors.

How do you do this? The answer is customer service excellence. Two communication strategies from the TopLine Patient Experience training help us deal with even the most frustrating internal customers: Empathy and Heart-Head-Heart Communication™.

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Step Up with Julia Harper: Blame it on Your Brain!

Julia Harper, PhD, MS, OTR/L is a psychologist, life coach & mentor, occupational therapist, business owner, speaker and writer. She is also a mother and wife. She brings all of these roles together to serve her mission of helping all people to live their lives beyond limitations.

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Reputations: Negative Online Reviews and How to Manage Them

What’s in a name? Your reputation is your legacy and bottom line. Today’s clients choose us way before they meet us. They consult people they trust, then go online to check our reputations. A single negative review can cancel out any positive personal recommendation.

“I’ve worked for years to build my reputation, only to have one unhappy client trash it online in a second.”

What do you do? Two myths and one reality exist about what to do about a negative online review.

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Crack the Code for Dealing with Difficult People

Do grumpy, bossy, fussy, energy vampires exist in the world of insurance? Yep! Be the best of the best in business by gracefully managing even the most difficult people.

Insurance professionals seek customer service excellence. This can be illusive given the crankiness inspired by ever-changing insurance processes, deadlines, pricing, and wishful thinking.

Difficult people are everywhere —at work, at home, in traffic, and even on vacation.
Clients want more for less without sticking to enrollment deadlines. Colleagues get angry; they whine, cry, curse, avoid work, know it all, and become moody. Business owners hire poorly, fail to set clear expectations, miscommunicate, change their minds, grump, demean, and forget to give kudos when due.

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Thank Heavens for Difficult People!

Red Shoe Strategies for Dealing with Difficult People
Rumor has it, that even in the Renal World, difficult people roam the earth.

Say it ain’t so! Yet, where would we be without difficult people?

Difficult people are irritants. They can help us make pearls.” My mother, Beba G. Gurri, said when we came across difficult people. Without these people, we would not hone our personal power and Red Shoe Attitude or Skills. Somehow, I have faith that we have all taken turns creating and harvesting a long string of pearls. Here’s some salt-free food for thought.

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