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Acknowledge, Then Take Action
Once you’ve received acknowledgement from the listener that you’ve understood all of their concerns, now you can take action. Remember, even a small gesture of conciliation goes a long way in the...
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Toro! Toro! Toro: Phrases That Make Customers See Red
When it comes to effective customer service over the phone, you can’t afford anything less than empathy, understanding and action. For those reasons, there are certain phrases that even when delivered...
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Customer Service: Get The Competitive Edge
According to an August 2013 study, over 92% of companies surveyed reported a decline in overall customer satisfaction, with their consumers stating inconsistent service was the main or major reason...
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Customers Pay More When Customers Feel Valued
When it comes to providing all the newest bells and whistles, many companies excel. And yet, the most financially successful and enduring businesses, time and again, are those that offer a positive...
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Part 2: Make a Resolution to Start Coaching!
Great job making a resolution to start coaching! We are now ready for Part 2! Our next topic is discovering how a coach develops staff by giving feedback on performance. In order to give quality...
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The Difficult Caller: Turn a Grinch into a Gift
“Hello? I’d like to order a fruitcake – the one with the pecans.” “What’s that? You’re sold out?” “You gotta be kidding me…..What do you mean I should have ordered it earlier?” And so it goes. For...
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Active Listening Makes a Difference
Have you ever tried to explain something to a friend, spouse or family member, and noticed after a few sentences that even though they say they’re listening, their attention is obviously wandering?...
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First, pay attention
It may sound elementary, but it’s easy to get off task when someone else is talking, particularly for more than 30 seconds through a telephone. Now is not the time to prepare a counter argument in...
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Second, demonstrate you’re listening
Notice this isn’t the same as providing criticism, or an answer to, or commentary on what they’re saying. It’s not time for that yet, when the speaker is still talking. As they’re telling their...
View ArticleSummarize What You’ve Heard
Once the speaker is finished talking, summarize what you have heard, without criticism or judgement, and repeat it back to the listener. Now is the moment to address and validate their feelings, not...
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