by Terri Klass | May 5, 2019 | Communication, Customer Needs, Leadership Development
Although leaders connect with customers internally and externally daily, not all customer experiences are equal. In fact, there can be a large disparity in the way our customers feel after they interact with us. Sometimes our customers can walk away sensing that we do...
by Terri Klass | Mar 10, 2019 | Building Trust, Customer Needs, Leadership Development, strategic listening
It was a challenging interaction with a client this week. I have been working with them for years in helping them develop their leadership pipeline and something felt off. Maybe it had to do with their new HR Director or the overwhelming workload that their leaders...
by Terri Klass | Dec 2, 2018 | Appreciation, Customer Needs, Leadership Brand
They are so precious to us and yet sometimes leaders make mistakes when working with their customers. Our missteps are not deliberate but often a result of juggling too many projects at the same time. Whether we work within a large organization, on a smaller team or...
by Terri Klass | Oct 15, 2017 | Business Development, Career Development, Customer Needs, Leadership Development, Open-Minded
As a leadership skills consultant I am often the one to be sharing a strategy or tip to help leaders grow. It makes sense that as the facilitator of a leadership workshop I roll out beneficial knowledge needed for leaders to advance in their careers. In turn, I attend...
by Terri Klass | Aug 20, 2017 | Customer Needs, Empowerment, Leadership Development, leadership qualities, Management Development, Negative self-talk, Storytelling
This past week I experienced a customer service nightmare. After waiting two hours in a phone store to get help transferring my data from one device to another, I made the biggest mistake of all- I paid cash for a cover for my device. The reason it was a major error...
by Terri Klass | Sep 25, 2016 | Appreciation, Customer Needs, Leadership Brand, Leadership Development, strategic listening
These past few weeks I have been working with a vendor to set up an online assessment for one of my clients. Although I have administered this assessment for a long time I never dealt with this vendor. I was uneasy at first to connect with a new supplier, but kept...
