Questioning Techniques
Open-ended and Closed-ended Questions “The key to wisdom is knowing all the right questions.” —John A. Simone, Sr., Writer We each ask dozens of questions every day, but how many...
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How to Be Business Friendly
When you take the “friendly” out of Business Friendly, the only thing you have left is business – business as usual. And we all know that’s just not good enough. You...
Learn More Great Customer Service Starts with You
Do you remember the old adage, “Actions speak louder than words”? That saying rings true, because it is. What we do tells our customers and our prospective customers a lot...
Learn More KILLER WORDS OF CUSTOMER SERVICE
You’ve probably heard the saying, “Life is a series of roles.” What does that mean exactly? It means we act and speak in different ways when we face different situations....
Learn More Email Matters: The Art of Better Service
Email communication is a fundamental component of everyday business. Email is ubiquitous and we easily forget that it has only been with us since the mid-90s. Before email existed, customer...
Learn More Soft Question Selling
Introduction Since the inception of business, customer service has fallen into three categories: passive, average and proactive. Passive and average people wait for things to happen, and, in general, do...
Learn More 60 Second Service Lesson℠ | The Value of Tie-Downs
As we interact with customers, it’s important to build an atmosphere of agreement. One effective way to do this is to master the skill of using “tie-downs” in our conversations....
Learn More How Effective Communication Skills Improve Bottom Line Results
The following is an excerpt from our RIO of Soft Skills White Paper. If you want to read the entire paper, complete this form and click “submit” for an immediate download....
Learn More 10 Great Customer Service Reminders
Are you a customer? The answer is obvious, but you might not think about yourself and your colleagues as each other’s internal customers. That’s right. We are even customers within...
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