Contact QSM:

Best Business Gift Ideas for Managers, Mentors, Colleagues, and Clients

Posted by sybil | On: Nov 18 2014 | In Customer service, Engagement, Training & Development
“People who are successful are often crazy about reading. They make time for that because they understand how important it is … kind of like a secret weapon.” Ben Eubanks We all know people who love learning new ideas to make the workplace better for their customers...

Please Pay Attention If You Really Want to Learn: Guidelines for Respectful Engagement

Posted by sybil | On: Nov 04 2014 | In Engagement, Training & Development
The multi-tasking attendee is a challenge for professional speakers and trainers. So whenever I give a training workshop or conference presentation, I respectfully request my audiences’ complete attention so they can fully engage in discussion and applied learning. Attendees...

Top Three Employee Engagement Challenges and How to Overcome Them

Posted by sybil | On: Oct 28 2014 | In Engagement, Training & Development
This weeks marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. I’ve been honored to speak with thousands of business and nonprofit professionals in the U.S. and abroad since my book’s publication, including...

Great Customer Service Quotes for Training

Posted by sybil | On: Oct 21 2014 | In Customer service, Engagement, Training & Development
“It’s risky to underestimate the benefit of exceptional [customer] service; it’s equally risky to overestimate the level of customer service that you are currently providing.” Unknown I often use this quote in the beginning of my customer-focus workshops...

Culture + Brand = Passion for Engagement: Volunteers in Medicine

Posted by sybil | On: Oct 14 2014 | In Engagement, Marketing
The value of having a favorable brand is that it inspires public trust and confidence – the stronger the brand, the more likely people will associate with it. A most important contributor to brand strength, and one that is difficult to duplicate, is the organization’s...

A Customer Never Forgets–3 Customer Stories and What They Mean

Posted by sybil | On: Oct 07 2014 | In Customer service, Training & Development
Impressions of customer service — good and bad — can be long lasting as these three stories illustrate. In this post my marketing colleagues and I share special situations we experienced as customers more than 20 years ago. “A legendary service experience that touched...

Continue Learning to Continue Leading

Posted by sybil | On: Sep 30 2014 | In Engagement, Marketing, Training & Development
“The best leaders are insatiable learners,” according to author and Fast Company co-founder Bill Taylor. He explains ”the challenge for leaders is not to out-hustle, out-muscle, or out-maneuver the competition. It is to out-think the competition in ways big and...

A Social Community Gives Back: BlogPaws Interview

Posted by sybil | On: Sep 23 2014 | In Engagement
It was my second year as a speaker at BlogPaws’ 2014 conference. BlogPaws is a social community that includes pet owners, pet lovers, pet bloggers, animal welfare nonprofits (including animal rescues and shelters, American Animal Hospital Association, and the Human Animal...

Happy Working Parents Day!

Posted by sybil | On: Sep 16 2014 | In Engagement, Musings
That’s right, it’s Working Parents Day. Celebrated every year on September 16th, here’s what this “holiday” represents: Working Parents Day gives recognition to moms and dads who work hard to provide for their children. Every day dad, and often mom,...

Engaging in Work and Life: How to “Live Fully”

Posted by sybil | On: Sep 09 2014 | In Engagement
For World Suicide Prevention Day on September 10th, employee engagement thought leader David Zinger advocates helping “all employees live fully at work – with a full life and a life full of meaning and mattering. We need to recognize when employees are struggling and what...