Imagine reading one business skill-building book with a goal of obtaining three take-aways? Imagine doing this once a month for 12 months? With 36 new skills sets in one year, imagine the goals you could achieve, the raise you could get, or the new job you could obtain? Skills are transferrable from one job to the next. It all starts by cultivating a mindset to acquire new business skill sets! If you don’t know where to start, then we suggest you start With Dale Carnegie’s book entitled “How To Win Friends & Influence People.”

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Our fast-paced business world is moving further away from this principle. What would happen if we made a deliberate effort to talk with our customers? It's a simple question about a lost art! We encourage you to carve out some time to bond with your customers. They will love it, and you will pick up many, many ideas that can be used for continuous improvement!

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Imagine a high school football team that never practices, and only shows up to the games. They would be a disaster. Now replace the football team with your customer service team. Why do we let customer service reps play the game, without practicing with them to ensure they are creating positive customer experience experiences? Role-playing is like practicing. It is essential for success. When will you start role-playing with your team?

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