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Everyone can benefit from a few "tune-ups" here and now. This new ProSolutions series will help do just that. We will carefully look at service opportunities that, in many cases, have easy fixable solutions that just need to be implemented into daily operations. Keep a lookout for the next two-minute tune-up in a few weeks!
Topics: Being Attentive, Customer Experience, Communication
Think about the last three times you became upset about something in your personal life. It's almost a certainty that at least one of those situations was caused by the fact that your limits were crossed. You probably didn't articulate those limits in advance. For example, your neighbor comes over unannounced to chat. You have only a few minutes to spare, but you fail to tell your visitor. Out of kindness, you listen while your blood pressure rises as the neighbor talks for an hour.
-Michael C. Donaldson, Negotiating for Dummies
Topics: Managing Stress, Communication, Demonstrating Consideration, Difficult Situations, Self Improvement
When handling a customer inquiry, it's our response that can often make or break a customer's experience or opinion of the experience. A delayed response, or no response, is also very dangerous when talking with a customer. Luckily, positively acknowledging the inquiry and stating an eagerness to assist is very simple. Most often, you can follow this formula, as shown above, to easily inform the customer that you understand and will assist, which is all they want to know.
Topics: Being Attentive, Customer Service, Communication
The preceding experiments will help you determine when you should use each of the variety of nods with a date mate, the boss, your kids, or the judge. Try them out and see what works for each individual.
- Janine Driver, You Say More Than You Think
Topics: Rapport, Listening, Communication
