Open-ended and Closed-ended Questions “The key to wisdom is knowing all the right questions.” ---John A. Simone, Sr., Writer We...
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Blog
Writing is part of almost everyone’s work day. It’s a task that is harder for some and easier for others,...
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Irate, rude, unhappy and sometimes abrasive customers can drain you emotionally. Do any of these challenging customer interactions sound familiar?...
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Wasting time online is one of the primary ways workers can drain productivity from your team. Some employees kill time...
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Effective teamwork is critically important for excelling in a highly competitive marketplace. Dysfunctional teams are bad for business. Not getting...
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"The customer is always right" is an instructive saying that directs those dealing with the public to make customer satisfaction one...
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Today’s post is first in a two-part series with Nancy Friedman, speaker, author, customer service expert and president of “the Telephone...
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The goal of every customer interaction is to have a positive outcome, keep the customer’s business, and have them tell...
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Rude behavior is the enemy of good customer service. It hurts interactions with both external customers and internal customers: your...
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Give your team the tools to master these communication concepts:
- 4 steps to handle & defuse angry, upset and irate customers
- Recognize & capture cross-selling opportunities
- How to compose an effective customer service email
- Business communication for phone, email, face-to-face & chat
- How the power of attitude helps resolve challenging situations
- Essential office etiquette & workplace manners strategies
- Effectively managing differences between the generations
- Replacing Five Forbidden Phrases® w/ Positive Alternatives
- Best practices for email subject lines and address fields
- Handling ethical dilemmas the moment they appear
- The six cardinal rules of customer retention and loyalty
- The importance of delivering Business Friendly℠ service
- How to respect & communicate effectively with co-workers
- Contrasts between passive, average & proactive service
- 6 ways to improve listening skills and deliver better service
- The personal philosophies of six service superstars
- How service after the sale builds customers for life
- When to use open-ended, closed-ended, probing & echo questions
- Deploying the Power of You during interviews & appraisals
- Why bringing an ‘observable level of enthusiasm’ is so important
- The distinction between features and benefits
- To be truly sensitive and empathetic to customer needs
- Management skills to better lead, coach and mentor others
- How to conduct more effective & engaging meetings
- Avoiding weak, wimpy words in business communication
- The relationship between internal & external customer service
- plus hundreds more skills, strategies & techniques!