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
To begin our month-long series on motivation, I think it is important to start with foundational information we can build on over the next three weeks. So, let’s begin! Motivation can be categorized into two basic types: intrinsic and extrinsic. What is Intrinsic Motivation? Sometimes referred to as ‘internal motivation’, this type of motivation is
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
A great way to differentiate your company from others is through the service your employees provide. The quality of your service is directly tied to the attitudes of your employees. Customer service employees are constantly balancing wants, needs, personalities, and emotions. It can be extremely challenging to maintain a positive attitude … especially in stressful
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
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
Are you where you want to be in your life? Many people who answer “No” to that question 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. But easier is not
Why do so many of us fail to achieve the goals we set out to achieve? Here are a few reasons why - First, we struggle because our goals are too vague. Take this goal for example: To improve employee engagement. Second, we don’t know when we have achieved our goals. Third, we are unsure how
