Category: Training

Business Caribbean Customer Service Employees Learning & Development Training

Business owners…..Make your employees soar. Train them!

June 18, 2023June 18, 2023Michelle L. McDonald

As the description in this video says, well trained and knowledgeable employees make all the difference to a business’ revenue and profit. It’s no wonder that the best companies have…Continue readingBusiness owners…..Make your employees soar. Train them!

Bank Caribbean Customer Service Emotional Intelligence Grenada Jamaica Service Excellence Skills Training

Service requires empathy…..and patience!

February 16, 2019September 22, 2021Michelle L. McDonald

It was the typical scenario…..peak period in the bank and only 2 Tellers out of a possible 5 working. There was a Greeter who was asking people in the packed…Continue reading<font size="4"><strong>Service requires empathy…..and patience!</strong></font>

Customer Service Service Excellence Training

Kudos to Automotive Art for excellent service 👍🏼👍🏼

January 17, 2018October 5, 2018Michelle L. McDonald

As a trainer, I view service interactions through a critical lens. Did the attendant greet me first? What is their non-verbal communication conveying? Do they need training? The employees of…Continue readingKudos to Automotive Art for excellent service 👍🏼👍🏼

Caribbean Employees Service Excellence Service Failure Service Recovery Training

Responsiveness

April 16, 2015September 22, 2021Michelle L. McDonald

One of the five dimensions of the SERVQUAL model of Service Quality is Responsiveness. The usual explanation of this dimension is “the willingness to help customers and to provide prompt…Continue reading<font size="4"><strong>Responsiveness</strong></font>

Engagement Motivation Productivity Training

Do You Care About Your Career?

April 5, 2015April 5, 2015Michelle L. McDonald

I was going through some picture files on my phone and found one I had taken of a magazine article from a Self magazine entitled “The New Ambition”. Not sure…Continue reading<font size="4"><strong>Do You Care About Your Career?</strong></font>

Caribbean Customer Service Employees Engagement Motivation Training

Do you say any of these to your employees?

April 20, 2014April 20, 2014Michelle L. McDonald

Entrepreneur magazine published this article by Lindsay Broder which discusses 7 things you should never say to your employees. Be honest. Have you ever said any of them in the…Continue reading<strong>Do you say any of these to your employees?</strong>

Airlines Caribbean Customer Service Employees Training

Empathy in Customer Service

April 16, 2014April 16, 2014Michelle L. McDonald

I was on a flight within the Caribbean, and observed a very interesting exchange between a Flight Attendant and a young mother, which could be used as a case-study in…Continue reading<strong>Empathy in Customer Service</strong>

Customer Service Engagement Training

What’s the vision for your service?

March 20, 2014March 20, 2014Michelle L. McDonald

Business owners, especially those who are in a manufacturing type company, may focus all their energies on the product, from design specifications to manufacturing processes. How much time is spent…Continue reading<strong>What’s the vision for your service?</strong>