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The 7 Skills of Critical Thinking (BI001)
Business Innovation
The 7 Skills of Critical Thinking (BI001)
The philosophies of history’s great thinkers have been the starting point for much of the innovation we take for granted now. Without them, we might never have had cell phones, computers, or even electricity! See, critical thinking is the...
Asking the Right Questions (CE005)
Coaching Essentials
Asking the Right Questions (CE005)
Have you ever been on a date with someone that did nothing but talk about themselves? Yep, we’ve all been there. They may have impressed you with funny stories, but they didn’t ask you any questions or take an interest in your life. Of...
Using the Right Language (CSA01)
Customer Service Applied
Using the Right Language (CSA01)
Using the right language is like, really important man. ’Cos if you don’t then people might not respect you and stuff. That’s right. People will perceive you differently depending on the language you use. Be too conversational and relaxed,...
Practicing Positivity (CSA03)
Customer Service Applied
Practicing Positivity (CSA03)
Positivity is great! When you’re positive, you lift everyone around you. You create positive energy that affects everybody you interact with, making everything you do seem easier. The opposite is also true. Negativity will make you unhappy and...
Achieving Clarity (CSA04)
Customer Service Applied
Achieving Clarity (CSA04)
Information is difficult to understand when it’s not presented clearly. But it’s so much easier to understand when it is. When you present information, do it with clarity. If you don’t, you just won’t get the right message...
Maintaining Composure (CSA05)
Customer Service Applied
Maintaining Composure (CSA05)
Dealing with people can sometimes be stressful, especially in customer service. Your customer could be frustrated, angry, or even upset. And sometimes, when they need to complain, it’s going to be you they’ll complain to. When you’re faced...
Maintaining Customer Service Across Channels (CSE01)
Customer Service Essentials
Maintaining Customer Service Across Channels (CSE01)
“Should we be focusing on customer service or customer experience?” That might sound like a trick question, but customer service and customer experience are two very different parts of the same puzzle. Understanding how the two terms...
The Importance of Brand (CSE02)
Customer Service Essentials
The Importance of Brand (CSE02)
Know your brand. Would it surprise you to learn that knowing your brand is one of the best ways to provide top-notch customer service? A brand isn’t only a logo, a quirky name, or a social media presence – it’s also the knowledge and...
Customer Relationships (CSE03)
Customer Service Essentials
Customer Relationships (CSE03)
When you’re trying to solve a customer’s problem or make a sale, it can be a challenge not to focus on your own agenda. You have quotas to meet and metrics to beat. But handling a situation incorrectly or in a pushy manner will not...
Effective Problem Solving (CSE05)
Customer Service Essentials
Effective Problem Solving (CSE05)
You’re most likely familiar with this scenario. A difficult issue or unreasonable request comes up during the 5 minutes before the end of your shift. You’re tempted to shoot off the first response that comes to mind just to get the customer...

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Use a different term and try again.