Step Up with Mike Cameron

LOOKING FOR A PROVEN LEADER TO INSPIRE YOUR PEOPLE IN AN ENVIRONMENT OF CHANGE?

Michael David Cameron is a Canadian author, entrepreneur, philanthropist and advocate against Gender Based Violence. Cameron is known for his compelling speaking engagements, seminars, and various writing projects.

Mike is also the founder and managing partner of Axiom Mortgage, One of Canada’s largest independent brokerage firms. He is an active philanthropist, partnering with organizations such as Stop Abuse in Families (SAIF) society, and the White Ribbon Campaign. He is the Founder/Race Director of the Ignore No More Run for Respect, an awareness building, fundraising event focusing on engaging men and boys to open the discussion on healthy relationships.

www.mikecameron.ca

Customer Service Tips: Magic Phrases

When it comes to customer service, we think of clients, vendors, and community partners. We skip over internal customers such as colleagues, supervisors, and supervisees. Both are crucial to respectful, productive, inclusive workplace cultures.

Too often, we feel thrown under that proverbial blame bus by a colleague or customer. Too often we pass the buck and are quick to shift the responsibility to others. We can do better.

Customer service is simple, not easy. Internal and external customer service failures are inevitable and a great opportunity to create trust. Some magic phrases, said sincerely, are key. A sarcastic tone, eye roll, or impatient gesture cancel the magic.

 

 Magic Phrases

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Gold is a Very Rich Color: A customer service story about accountability

When we first came to this country as refugees from Cuba, my parents set about creating a new life for the four Gurri kids. This included buying a television.

My dad, who loved America, the pope, and Sears, headed to his favorite department store. We walked in to discover that there were no “TV experts” on the sales floor. As we turned to leave, a young employee in an ill-fitting suit hurriedly stepped up.

“How may I help you?,” asked Mr. Spiro.

Knowing nothing about electronics, Mr. Spiro couldn’t answer Dad’s questions. But with hoped-for authority, Mr. Spiro pointed to a big gold TV console in the sale section and said, “Gold is a very rich color!”

Amused and moved by his passion to be of service, my father bought a TV. No, it wasn’t the gold one.

Our family still quotes the earnest Mr. Spiro as a rallying call to be our best. In times of service failure in any department, customer service excellence strengthens customers, teamwork, and organizations.

What would you do?

Read moreGold is a Very Rich Color: A customer service story about accountability

Amanda Abella: Make Money Your Honey!

Featured in Forbes, The Huffington Post, Inc, and Business Insider, Amanda Abella has created an online community where millennials can learn how to make money online and actually enjoy their financial journeys. Her ever growing community is currently made up of over 30,000 individuals across social media and email subscriber channels.

Read moreAmanda Abella: Make Money Your Honey!

Customer Service Tips for 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.

Read moreStep Up with Julia Harper: Blame it on Your Brain!

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.

Read moreCrack the Code for Dealing with Difficult People