Web Extras – Skill Sharpener

The following materials compliment your current issue of SkillSharpener.


April 2015

Promote reps’ loyalty-building efforts — Customer service author and consultant Chip R. Bell wants companies to put more effort into connecting with customers. These links will help:

February 2015

How to avoid saying “no” — According to Richard Gallagher, positive experiences are the rule when reps can turn a “no” into a “yes.” Learn more.

January 2015

Search for customers’ unspoken needs — Getting at customers’ unspoken needs is not always a matter of asking them directly, says Rick Delisi, co-author of The Effortless Experience. But using this metric can help.