Explore the Cheerleader leadership style with special guest Rafael Perez! This powerful approach builds trust, boosts morale, and turns teams into communities. Learn how positivity and encouragement drive motivation and success, because when teams feel valued and energized, they don’t just work—they thrive.

Join us and guest Josh Price as we break down what it really means to lead like a coach—from building trust to personalizing recognition and guiding growth. Real talk. Real tips. Real leadership.

Join Frances and Carolyn as they dive into the exciting world of customer advocacy! Discover how going beyond basic customer service can transform your business, build lasting relationships, and create loyal customers. Tune in for actionable tips and inspiring examples that will elevate your customer interactions to the next level!

Drawing from her background in Client Services, guest speaker Maria Elias shares excellent tips for personalization, intentionality, and asking the right questions so that we can be "Above and Beyond" with our customer service.

Frances Otaño and guest Luciano Carneiro explain how we can deliver the perfect apology in our recipe for World Class Customer Care interactions.

Continuing our discussion on empathy (see episode 2 "Empathy vs Sympathy"), this bite-sized episode is jam-packed with empathy statements that will drastically improve customer experiences.

"Empathy vs Sympathy" covers the difference between empathy and sympathy, and why we should strive to achieve empathy in our daily interactions. Join Frances Otano, Carolyn Voigt, and guest Andrew Byers as they share tips and tricks while discussing our growth blueprint.

Engaging Conversations covers two common pitfalls of dialogue, why these behaviors negatively impact our relationships, and how we can implement key strategies to drastically improve engagement in our future conversations. Join Frances Otaño, Carolyn Voigt, and guest-star Ana-Cristina Contreras as they discuss our growth blueprint. Instagram: @Inktelld

YouTube: The L&D Blueprint