Seek to Understand Before Seeking to be Understood

June 15th, 2012 (No Comments)

Want to be GREAT at something?  Try being GREAT at customer service.  It starts with listening.  Listen more than talk; ask more than pontificate.  Learn before sharing your insights.

Learn a Lesson from Sports Teams

May 10th, 2012 (No Comments)

Successful sports organizations have everyone on the same page (management, players, coaches, trainers, even business operations); if they had different objectives, they’d eventually fail.  Find common goals with co-workers.

Get Complainers to Respond to You

May 10th, 2012 (No Comments)

They’re complaining again!  To end conversations more quickly, gain control of the conversation – professionally.  Have them respond to your questions so you don’t have to react to their criticisms.

Learn How to Find Information Quickly

April 18th, 2012 (No Comments)

Responsive people can find and relay information quickly.  Can you quickly find specific e-mails, project or issue documents, softcopies of reports, resolutions to past issues?  If not, get organized!

Make Them Know You Care

April 18th, 2012 (No Comments)

Do you care about your co-worker or customer?  If so, great!  But it’s equally important FOR THEM TO KNOW YOU CARE.  So how do you show that you care?

Tell Them What They Told You

March 15th, 2012 (No Comments)

People like to feel that you are trying to understand them, that you’re empathetic.  One way to do this is to paraphrase what they just said; try it…they’ll like it.

Solicit Complaints…Kind of

March 15th, 2012 (No Comments)

Stat of the Day – Customers who complain and get complaints resolved quickly are 9 times more likely to stay with a business than if they didn’t complain at all.

The Definition of “Active Listening”

March 9th, 2012 (No Comments)

The difference between listening and active listening is – in active listening – the other person KNOWS you’re listening because you’re asking questions, clarifying, confirming, and using appropriate body language.

Do It, and Then Tell Them You Did It

March 9th, 2012 (No Comments)

One great way to have others view you as “responsive”…Couple every action to complete something for someone with a communication stating that you completed it.

Avoid the Fight

February 29th, 2012 (No Comments)

“Are you with me or against me?”  Many upset customers and co-workers have this attitude when an issue arises.  To help them feel you’re “with them,” empathize.