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    The unconscious bias that lurks in customer service
    Sharon Oatway
    • Jan 14
    • 5 min

    The unconscious bias that lurks in customer service

    When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
    Strategies for Managing Stress at Work
    Sharon Oatway
    • May 5, 2021
    • 10 min

    Strategies for Managing Stress at Work

    No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
    Top 10 Customer Service Skills for 2021
    Sharon Oatway
    • Jan 22, 2021
    • 8 min

    Top 10 Customer Service Skills for 2021

    Do your CSRs have the skills needed to deliver an experience that reflects your brand at its best. Check out the Top 10 CS Skills for 2021
    Sympathy vs. Empathy ... and why empathy matters
    Sharon Oatway
    • Oct 21, 2020
    • 4 min

    Sympathy vs. Empathy ... and why empathy matters

    Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
    How to Leverage Questioning to Deliver Tailored Advice
    Sharon Oatway
    • Feb 21, 2019
    • 5 min

    How to Leverage Questioning to Deliver Tailored Advice

    Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.
    Want to learn more?

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