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ProTip: Timing Your Smile

Michelle Nitchie | Jan 14, 2016 10:00:00 AM

Smile.jpgWe know from the latest neuroscience research that our brains are programmed to "catch" the other person's delight and happiness whenever we see a genuine smile.  So…wait until you've been introduced, then as you shake your new acquaintance's hand and say her name, you smile broadly.  Body-language-savvy alpha leaders know this trick - it's as if you and your name brought a smile to their face.

- Janine Driver, You Say More Than You Think

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Topics: Rapport, Confidence, Communication, First Impressions and Greetings

ProTip: Put Out the Welcome Mat

Michelle Nitchie | Aug 27, 2015 10:00:00 AM

Welcome_Mat

Think about the businesses you recently walked into that made you feel welcome.  What did the employees do that made you feel welcome?  What aspects of the appearance of the business made you feel welcome?

-Renee Evenson, Customer Service Training 101

 


 

Why is the welcome mat such a ubiquitous item?  The mat itself is just functional, but the words on it are there because ultimately, we all want to feel welcomed in wherever we go.  This is especially true with a business: are you losing potential business before you even get your customers in the door, both literally and metaphorically, because they don't feel that sense of welcome? 

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Topics: Customer Experience, First Impressions and Greetings

Your Love Affair with the K.I.S.S. Method of Customer Service

Katie Scheer | May 19, 2015 10:00:00 AM

 K.I.S.S._Method_of_CSSome of you may recall when we introduced this concept nearly a year ago, and we are re-introducing it due to some great love for it and since we want you all to have the freebie that we are including. 

So you ask: what does KISSing have to do with customer service? A LOT!  For those of you who don't know, K.I.S.S. stands for "Keep it simple, stupid."  Implementing good, basic customer service practices is not hard (in fact, it's rather simple!), and for many people, it comes naturally once they are given a gentle nudge to embrace these skills.  What simple (K.I.S.S.) customer service standards and practices should we all embrace, no matter what business we are in?  Just nail these 4 skills...

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Topics: Customer Service Skills, Customer Service Skills List, Listening, Customer Service, Problem Resolution, First Impressions and Greetings

ProTip: One Easy Step to Improve Any Customer Inquiry

Michelle Nitchie | Apr 30, 2015 10:00:00 AM

SayYesICanRespond to your customer's opening statement with an assurance that you can help.  Say something like, "Absolutely.  I can help you with that."  Even if you are going to refer the customer to another department or employee, you can give an assurance.  Say, "I'm going to transfer you to the department that can take care of this for you, but I will stay on the line until someone answers."

- Renee Evenson, Customer Service Training 101

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Topics: Customer Service Skills, Customer Service, Customer Experience, First Impressions and Greetings

5 Simple Steps for Sales Calls

Katie Scheer | Mar 24, 2015 10:00:00 AM

5The surest way to grab a sale is to make a great impression from start to finish. To ensure you get it right through and through, if you simply follow our "5 Simple Steps for Sales Calls," you will have a head start on reaching the sales finish line.  Then, if you incorporate some intuitive skills, like positive energy, an engaging personality, and a genuine desire to discover and meet the customer's needs, your customer will always want to buy from you.  

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Topics: Sales and Selling, First Impressions and Greetings, Discovery and Questioning Skills

The Four Things that Impact First Impressions

Katie Scheer | Oct 14, 2014 10:00:00 AM

First impressions are paramount since they are highly accurate; how you are instantly evaluated can make or break your success. And you have heard before that a first impression is made within 5 seconds, but I believe it’s faster. Why? Personal experience– I get a feeling about something or a situation within 2 seconds (don’t you?). The science- 20 million billion bits of information move around our brains every second, and it calculates sounds, sights, smells, taste, touch, and thoughts in every moment at the same time (from The Phenomenal Experience). This means we need to up our game and make sure that we control the impressions that we are making.

dale_carnegie_quote_about_being_evaluated

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Topics: Communication, First Impressions and Greetings