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Role-Play as a Training Tool

It’s no secret that most of us learn best by doing as opposed to merely watching, which is why so many trainers recommend using role-play to teach customer-service and sales techniques. As an article at Ready Training Online explains, “Think back to how you learned to drive a car and…
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Creating Your Company Culture

The late Peter Drucker—regarded by many as the founder of modern business management—used to say that, “Culture eats strategy for breakfast.” In other words, the collective expression of values is more important than plans of action. As The Management Centre explains, Drucker “didn’t mean that strategy was unimportant—rather that a…
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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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The Value of Competitive Mystery Shopping

One of the services that The Brandt Group offers is something called competitive mystery shopping. Often when our prospective clients reach out to us for the first time, they’re delighted by this idea. To the business owners and managers who find themselves unaware of what this means, this blog is…
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The Phone Is Still King

Nicola Brookes, writing for Vonage, included a series of fascinating infographics in her article, “The Multibillion Dollar Cost of Poor Customer Service”. Among these graphics, we can see that the company uncovered that businesses lose some $41 billion dollars each year due to poor customer service—in part due to the…
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Does Your Business Offer Enough Upgrades?

Unless you’re running a charity or volunteering, most business owners are in the game to make a profit, and most of your employees work to earn a salary. Enhancing your business’s sales are crucial to making both goals a reality, so let’s take a look at how you can encourage…
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Good Habits Are the Fuel that Drives Your Success

As George Brontén states in his article, Why Your People Keep Missing Quota—And What to Do About It, “goals are more often missed than attained.” He explains, “Goals, without underpinning habits” are “bad for you.” Why are they bad? The Problem of Goals Without Habits To summarize, Brontén argues that…
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