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Craig Harrison's Articles

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  • Stellar Service Requires A "Bias to Action"
    There are two types of people in world: Those who make it happen (demonstrating this bias to action) & those who let things happen to them. Peak performers & high achievers have a bias to action. Make sure your service staff & sales professionals are from this group
  • How To Make “The Ask!” - Tips for Effectively Recruiting Your Team
    Many times you make requests of others: to join a group, committee or team, to perform a task or to assist with a project. How do you make the ask is often the key to getting “Yes” as an answer. Tips to hear those magic words: "YES, I'd be glad to!"
  • Saluting the Squawkers: Complaints Often Key to Improving Sales, Retention and Loyalty
    In customer service complaints are key to improving sales, retention and loyalty. A complainer is doing a favor by providing invaluable, often real-time feedback on what isn't working in your business or your relationship with them.
  • Become a Credible Communicator: Make Honesty Your Policy!
    To command attention when you speak, you have to be credible. Credibility in the workplace means believability. Are you striving to be a credible communicator, here is the right way to speak and write.
  • Silly Service has its Serious Side: Test Your Customer Service Knowledge!
    Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are correct.
  • Sales Through Storytelling: Story Tell, Story Sell!
    Sell skills, values and experience with short, powerful success stories that showcase your skills, experience and values
  • Turning Customer Service Inside Out!
    While companies focus on external customer service little attention is being paid to the effect poor internal customer service has on customer satisfaction. By improving customer service within the organization you can enhance the customer service your external customers receive.
  • How to Avoid "A failure to Communicate"
    Communication skills do not require a graduate degree, just some common sense, a bit of homework and a better understanding of the role communication plays. It can open many doors, both within and beyond the workplace.
  • The Voice of Customer Service
    Customer service is about more than mouthing the words customers want to hear in a manner so as to convey our inflection. It is important to understand where in a sentence we put the emphasis. Using a pleasant tone, effective intonation, and empathic emotion our voice can go a long way toward helping customers feel heard, valued and cared for.
  • Getting Past Gatekeepers: Don't Get Left At the Gate When Calling on Decision Makers
    DOES IT SOMETIMES SEEM AS THOUGH DECISION MAKERS are residing in a gated community? Learn how to bypass gatekeepers (GK) — those professionals who “guard” the decision makers and often run interference for them — to get in front of decision makers (DM).
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