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Do This, Not That: Thank The Customer First

Posted by Jana Love

Aug 8, 2017 9:03:00 AM

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Topics: Memorable Interactions, Being Attentive, Communication

Say This, Not That: Find a Better Way to Deliver "No"

Posted by Jana Love

Jul 25, 2017 9:14:00 AM

SayThisNotThat (072517).pngWhen dealing with customers, you can clearly convey "no" without ever having to say the word. For example, iInstead of "no, we don't have that," try saying, "I certainly see how that would be useful and helpful, but I'm afraid we don't have that at this time," or "While we don't currently have what you are looking for, we appreciate knowing what you want so that we can continue to improve our service." Positive language, delivered correctly keeps the door open for future customer interactions, and the customer will not feel as though it was a waste of their time. 

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Topics: Memorable Interactions, Customer Service Skills, Communication

ProTip: Fixing a Communication Breakdown

Posted by Michelle Nitchie

Jul 11, 2017 9:04:00 AM

Failed Communication.pngOne of the most effective approaches is to take full responsibility for the lack of communication.  After all, it may well be that your question was unclear.  Why not give the other person the benefit of the doubt?  You might confess you don't remember whether she gave you the information you needed...or acknowledge that you may not have grasped her explanation.  Unless the person is being evasive, she'll be glad to comply.

- Jo-Ellan Dimitrius, Ph.D., and Wendy Patrick Mazzarella, Reading People

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Topics: Problem Resolution, Teamwork, Communication, Etiquette, Difficult Situations

Questioning Skills: Learn How To Work Smarter, Not Harder

Posted by Jana Love

May 16, 2017 9:04:00 AM

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Not all questions are created equal. Learning how and when to utilize different types of questions and questioning techniques will mean the questions do the heavy lifting for you. You need to think: work smarter, not harder. 

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Topics: Communication, Discovery and Questioning Skills, Qualifying

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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