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
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
Conflict and appreciation: an interesting pair! There are people, who when feeling threatened, are going to try to get you to show your appreciation for them, because they have a need for attention. Lots and lots of attention sometimes! Brinkman and Kirschner describe this behavior as requiring "a higher level of assertiveness and a people focus, in
Oh, conflict and control. What a task to successfully navigate controlling behavior! The good news is, it can be done! With the help from this book, “Dealing with People You Can’t Stand,” by Dr. Rick Brinkman and Dr. Rick Kirschner, you can hone your skills when working with someone who appears to be controlling. Brinkman and
https://youtu.be/N8FtCU8mtEo
