Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or - as...
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Are you a customer? The answer is obvious, but you might not think about yourself and your colleagues as each...
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The following is an excerpt from our RIO of Soft Skills White Paper. If you want to read the entire...
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As we interact with customers, it's important to build an atmosphere of agreement. One effective way to do this is...
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Introduction Since the inception of business, customer service has fallen into three categories: passive, average and proactive. Passive and average...
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Email communication is a fundamental component of everyday business. Email is ubiquitous and we easily forget that it has only...
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You’ve probably heard the saying, “Life is a series of roles.” What does that mean exactly? It means we act...
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Do you remember the old adage, "Actions speak louder than words"? That saying rings true, because it is. What we...
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When you take the "friendly" out of Business Friendly, the only thing you have left is business - business as usual....
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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!