Last week we delineated between Intrinsic and Extrinsic motivation. This week we use what we learned and apply it to common situations in which we need to motivate ourselves. Situation 1: Wake up on wrong side of bed. Sometimes we simply wake up in a bad mood. If we don’t shake it, we carry our
Complaints are a customer’s gift to you. Huh? When customer’s complain, they give you the opportunity to make things right. Using the 7 Steps to Customer Service Recovery will increase your likelihood of regaining the customers’ trust and confidence. Apologize. Apologizing does not meet you are admitting guilt; it simply means you are acknowledging they
So much of what we read and learn about customer service is about external customer service. A quick Google search of “external customer service” returned “about 7,500,000” hits. When searching “internal customer service” the number of hits dramatically decreased to “about 471,000”. This is pretty telling in my opinion. Does your company have the knowledge
Last week we began our month-long series on Customer Service by defining customer satisfaction. This week, we are going to look at what your customer’s really want. 1) RELIABILITY. Providing what was promised to your customer dependably and accurately. e.g. When the repairman gives you a window of 9 am and 12 pm, does he
Communication can be difficult. It is especially difficult when one or both people in an interaction aren’t adept at communicating. Few of us are taught how to communicate effectively with co-workers, customers, family, or people we happen to meet daily. Arthur Bochner and Clifford Kelly sought to determine what makes an individual a competent communicator.
Are you where you want to be in your life? Many people who answer “No” to that question do so because they are controlled by fear. Fear of failure. Fear of change. Fear of the unknown. Fear of even, yes, success. It is sometimes easier to stay with what we know and where we at.
1) Just because someone in your audience is doodling doesn’t mean they aren’t listening. In fact, some learners need to doodle to stay engaged. 2) Eye contact isn’t really eye contact. If it were, we would stare into each other’s eyes … and that is plain creepy. A more effective approach is “eye to face
In every occupation we interact with customers. For some the interaction is primarily with internal customers, and for others the interaction is mostly with external customers. In either case, new challenges are presented when the interaction is fueled with anger . Controlling another person’s anger is impossible; however, staying in control of the interaction IS
Don't worry - you are not alone. Many employees feel misunderstood or struggle with believing other people just "don't get them". I prefer to chalk those kinds of feelings up to being unique. The challenge is, in business we need to find a way to make sure people "get us". So what can we do? One of the
