Sharon OatwayJan 145 minThe unconscious bias that lurks in customer serviceWhen we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...
Sharon OatwayMay 5, 202110 minStrategies for Managing Stress at WorkNo matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.
Sharon OatwayJan 22, 20218 minTop 10 Customer Service Skills for 2021Do 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
Sharon OatwayOct 21, 20204 minSympathy vs. Empathy ... and why empathy mattersBoth empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
Sharon OatwayFeb 21, 20195 minHow to Leverage Questioning to Deliver Tailored AdviceEffective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.