“Can you hear yourself?”

… we usually ask someone this when they’ve said something we don’t agree with. But I mean it in the literal sense. In other words, can you hear your own inner voice? My theory is: Genuinely empathic writing that is aimed at an audience won’t work without a...

Planning Soft Skills Training for Customer Care Teams

Training customer care teams is a tough job: there’s so much to cover — systems and processes, products and services, all the different touch points (company web site, FAQs, app, social media)… This article is here to offer some help with the most important...