Identifying communication styles for better self-awareness and understanding

You probably already know whether you are an introvert or extrovert, your preferred love language, and what Harry Potter house you would belong to,…

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Active listening is more than just a soft skill

With distractions all around us, it is no surprise that many people struggle to remain focused and actively listen to conversations at hand. In fact,…

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Assessing the Impact of an Effortless Experience

We’re delighted and honored to share our silver Stevie Award for being one of the Customer Service Training Teams of the Year! I’ve decided to share…

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What Your Customers Want . . . TODAY

FACT: We all feel different as customers today than we did two years ago. Personally, my patience is thinner than ever, and it makes sense when we…

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Crawl, Walk, Run Customer Service

A close cousin of the statement that “doctors make the worst patients” might be that “customer service professionals make the worst customers.”  I…

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How to avoid the Great Resignation with Good Engagement

In Gartner’s recent 2021 Customer Service Rep Role and Experience Survey, data shows that only one in three reps are actually engaged; the remaining…

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What is the most over-used customer service skill?

The Effortless Experience™ team here at Challenger often hears from senior leaders within customer service organizations that they want to develop…

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When seeking support, your customers need a consultant

Customer service training has historically been focused on soft skills—teaching reps to be polite, warm, and empathetic to customers. But as our…

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Creating momentum and reducing friction to motivate organizational change

In my previous blog on organizational change, we proved that change is hard to do. Organizations can’t just will their employees to change; they…

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The 3 Things That Bad Customer Service Coaches Do

Are you convinced that coaching is a waste of time because it doesn’t move the needle on performance? If so, then inadequate coaching is to blame.…

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