A phone communication ban? What?!? How challenged would you feel if phone communication was banned for 24 hours? No texting. Zero calls. Nada voice mails. Social media via your smart phone = nope. Would you twitch? Feel poorly accessorized? Perhaps feel lost? Maybe even naked? I know this week's tip is a real challenge
The tip this week is DON’T ASSUME when you are communicating. Click here (Connecting with Communication: Don't Assume) to watch the video and then keep reading for more communicating practice. Now, we have probably all heard the adage “When you assume, it makes an A@@ out of U and ME.” Let’s not take it that far.
Happy New Year! Welcome to the revitalization of Connecting with Communication where you receive communication tips in 90 seconds or less! To kick of 2017, my tip is BE MINDFUL with your communication. Click here (Connecting with Communication: Be Mindful) to watch the video and then keep reading for a little more. What does “Be
No one likes waiting to be noticed, acknowledged, or helped … that is why RESPONSIVENESS is so critical to achieving customer satisfaction. So, what exactly is RESPONSIVENESS anyhow? It is our “willingness to help the customer promptly.” It can be challenging to be responsive when you have multiple customers waiting in line or hundreds of
When it comes to customer service and EMPATHY, the definition changes from the one many of us have learned: “putting yourself in someone else’s shoes.” EMPATHY in achieving customer satisfaction is the individual caring and attention you give to your customer. It is what we do to make a customer feel special, unique, and as
How important is RELIABILITY when it comes to customer satisfaction? Very important! Customers expect you to deliver what you promise. Here are some promises companies commonly offer: Quick Service … it better be quick. Best Prices in Town … prices better be negotiable if it is cheaper somewhere else. In my last two blog posts
Customer service requires meeting customer expectations. It's really that simple. The research of Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry in the 1980s found customers measure their expectations of service with the actual service provided to them. If you meet or exceed their expectations, they feel you are interested in them and they will be
Marriage isn't just for couples anymore! Marriage is important to excellent customer service too. What I mean by that is this -- to provide outstanding customer service we need to provide BOTH procedural prowess and personal play. This video will explain more. I shot this week’s tip from my car. Why? About 2 ½ weeks ago
Conflict and Perfection: what's it all about? It's certainly not about the hokey pokey! Welcome back to our final week on conflict using this book …. We end the series with the person whose intent is to get it right because they need perfection. For these people it is easy to be thrown off when
Conflict and Approval: who needs it? The answer to that question is ... a lot of people! Some people, when feeling threatened, are going to try to get along at almost any cost because they really want to feel your approval. They are wonderful people who really prefer it when things are peaceful in the
