All Episodes
Displaying 1 - 20 of 30 in total
Episode 30: Problem Resolution That Builds Trust
Smoke Break - Episode 30: Problem Resolution That Builds TrustEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals the counterintuitive truth that well-ha...
Episode 29: Ethical Upselling and Cross-Selling
Smoke Break - Episode 29: Ethical Upselling and Cross-SellingEpisode Duration: 6 minutesJoin host Mike Hernandez as he transforms upselling and cross-selling from pote...
Episode 28: Making Personalized Recommendations
Smoke Break - Episode 28: Making Personalized RecommendationsEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals how to transform basic product suggestio...
Episode 27: Building Customer Rapport
Smoke Break - Episode 27: Building Customer RapportEpisode Duration: 2 minutesJoin host Mike Hernandez as he reveals how building genuine customer relationships transf...
Episode 26: Handling Challenging Customer Scenarios
Smoke Break - Episode 26: Handling Challenging Customer ScenariosEpisode Duration: 7 minutesJoin host Mike Hernandez for the conclusion of the communication series as ...
Episode 25: De-escalating Tense Situations
Smoke Break - Episode 25: De-escalating Tense SituationsEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals essential de-escalation techniques that trans...
Episode 24: The Power of Empathy in Communication
Smoke Break - Episode 24: The Power of Empathy in CommunicationEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals how empathetic communication transform...
Episode 23: Clear and Concise Communication
Smoke Break - Episode 23: Clear and Concise CommunicationEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals the essential communication skills that make...
Smoke Break - Episode 22: The Art of Active Listening
Smoke Break - Episode 22: The Art of Active ListeningEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals the difference between simply hearing customers ...
Episode 21: Putting It All Together - Creating the Ultimate Customer Experience
Smoke Break - Episode 21: Putting It All Together - Creating the Ultimate Customer ExperienceEpisode Duration: 6 minutesJoin host Mike Hernandez as he demonstrates how...
Episode 20: Reading and Responding to Customer Cues
Smoke Break - Episode 20: Reading and Responding to Customer CuesEpisode Duration: 6 minutesJoin host Mike Hernandez as he reveals how to interpret and react to the si...
Episode 19: The Power of Empathy in Customer Service
Smoke Break - Episode 19: The Power of Empathy in Customer ServiceEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares insights on developing and fostering...
Episode 18: Common Customer Needs in Convenience Stores
Smoke Break - Episode 18: Common Customer Needs in Convenience StoresEpisode Duration: 8 minutesJoin host Mike Hernandez as he breaks down the fundamental customer nee...
Episode 17: Understanding Different Customer Expectations
Smoke Break - Episode 17: Understanding Different Customer ExpectationsEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares insights on recognizing and ada...
Episode 16: Product Knowledge - Your Secret Weapon
Smoke Break - Episode 16: Product Knowledge - Your Secret WeaponEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares strategies for developing comprehensiv...
Episode 15: Time Management - Balancing Service and Operations
Smoke Break - Episode 15: Time Management - Balancing Service and OperationsEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares practical strategies for m...
Episode 14: Building a Customer Service Dream Team
Smoke Break - Episode 14: Building a Customer Service Dream TeamEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares essential strategies for developing an...
Episode 13: Turning Unhappy Customers into Loyal Fans
Smoke Break - Episode 13: Turning Unhappy Customers into Loyal FansEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares proven strategies for transforming ...
Episode 12: The Art of Customer Service
Smoke Break - Episode 12: The Art of Customer ServiceEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares essential strategies for creating and maintaining...
Episode 11: Building a Culture of Safety and Compliance
Smoke Break - Episode 11: Building a Culture of Safety and ComplianceEpisode Duration: 8 minutesJoin host Mike Hernandez as he shares essential strategies for creating...