All Episodes
Displaying 1 - 20 of 30 in total
Episode 30: Problem Resolution That Builds Trust
Smoke Break - Episode 30: Problem Resolution That Builds Trust Episode Duration: 6 minutes Join host Mike Hernandez as he reveals the counterintuitive truth that well-...
Episode 29: Ethical Upselling and Cross-Selling
Smoke Break - Episode 29: Ethical Upselling and Cross-Selling Episode Duration: 6 minutes Join host Mike Hernandez as he transforms upselling and cross-selling from po...
Episode 28: Making Personalized Recommendations
Smoke Break - Episode 28: Making Personalized Recommendations Episode Duration: 6 minutes Join host Mike Hernandez as he reveals how to transform basic product suggest...
Episode 27: Building Customer Rapport
Smoke Break - Episode 27: Building Customer Rapport Episode Duration: 2 minutes Join host Mike Hernandez as he reveals how building genuine customer relationships tran...
Episode 26: Handling Challenging Customer Scenarios
Smoke Break - Episode 26: Handling Challenging Customer Scenarios Episode Duration: 7 minutes Join host Mike Hernandez for the conclusion of the communication series a...
Episode 25: De-escalating Tense Situations
Smoke Break - Episode 25: De-escalating Tense Situations Episode Duration: 6 minutes Join host Mike Hernandez as he reveals essential de-escalation techniques that tra...
Episode 24: The Power of Empathy in Communication
Smoke Break - Episode 24: The Power of Empathy in Communication Episode Duration: 6 minutes Join host Mike Hernandez as he reveals how empathetic communication transfo...
Episode 23: Clear and Concise Communication
Smoke Break - Episode 23: Clear and Concise Communication Episode Duration: 6 minutes Join host Mike Hernandez as he reveals the essential communication skills that ma...
Smoke Break - Episode 22: The Art of Active Listening
Smoke Break - Episode 22: The Art of Active Listening Episode Duration: 6 minutes Join host Mike Hernandez as he reveals the difference between simply hearing customer...
Episode 21: Putting It All Together - Creating the Ultimate Customer Experience
Smoke Break - Episode 21: Putting It All Together - Creating the Ultimate Customer Experience Episode Duration: 6 minutes Join host Mike Hernandez as he demonstrates h...
Episode 20: Reading and Responding to Customer Cues
Smoke Break - Episode 20: Reading and Responding to Customer Cues Episode Duration: 6 minutes Join host Mike Hernandez as he reveals how to interpret and react to the ...
Episode 19: The Power of Empathy in Customer Service
Smoke Break - Episode 19: The Power of Empathy in Customer Service Episode Duration: 8 minutes Join host Mike Hernandez as he shares insights on developing and fosteri...
Episode 18: Common Customer Needs in Convenience Stores
Smoke Break - Episode 18: Common Customer Needs in Convenience Stores Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down the fundamental customer ...
Episode 17: Understanding Different Customer Expectations
Smoke Break - Episode 17: Understanding Different Customer Expectations Episode Duration: 8 minutes Join host Mike Hernandez as he shares insights on recognizing and ...
Episode 16: Product Knowledge - Your Secret Weapon
Smoke Break - Episode 16: Product Knowledge - Your Secret Weapon Episode Duration: 8 minutes Join host Mike Hernandez as he shares strategies for developing comprehen...
Episode 15: Time Management - Balancing Service and Operations
Smoke Break - Episode 15: Time Management - Balancing Service and Operations Episode Duration: 8 minutes Join host Mike Hernandez as he shares practical strategies fo...
Episode 14: Building a Customer Service Dream Team
Smoke Break - Episode 14: Building a Customer Service Dream Team Episode Duration: 8 minutes Join host Mike Hernandez as he shares essential strategies for developing...
Episode 13: Turning Unhappy Customers into Loyal Fans
Smoke Break - Episode 13: Turning Unhappy Customers into Loyal Fans Episode Duration: 8 minutes Join host Mike Hernandez as he shares proven strategies for transformi...
Episode 12: The Art of Customer Service
Smoke Break - Episode 12: The Art of Customer Service Episode Duration: 8 minutes Join host Mike Hernandez as he shares essential strategies for creating and maintain...
Episode 11: Building a Culture of Safety and Compliance
Smoke Break - Episode 11: Building a Culture of Safety and Compliance Episode Duration: 8 minutes Join host Mike Hernandez as he shares essential strategies for creat...