Nuggets

Seek to Understand Before Seeking to be Understood


Want to be GREAT at something?  Try being GREAT at customer service.  It starts with listening.  Listen more than talk; ask more than pontificate. Read more

Learn a Lesson from Sports Teams


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. Read more

Get Complainers to Respond to You


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 Read more

Learn How to Find Information Quickly


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 Read more

Make Them Know You Care


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 Read more

Tell Them What They Told You


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 Read more

Solicit Complaints...Kind of


Stat of the Day - Customers who complain and get complaints resolved quickly are 9 times more likely to stay with a business than Read more

The Definition of "Active Listening"


The difference between listening and active listening is - in active listening - the other person KNOWS you're listening because you're asking questions, clarifying, Read more

Do It, and Then Tell Them You Did It


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 Read more

Avoid the Fight


“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 Read more

Care Without Words


Convey that you care with a voice that shows interest and concern, with body language that shows openness and understanding.  Convey you care in Read more

Be Close-ended, Not Close-Minded When Addressing Complaints


To diffuse the upset customer, ask close-ended questions - the yes/no questions or those requesting facts/figures.  Avoid open-ended questions that result in longer responses Read more

Get Organized


Being organized is not magic.  You can do it.  Many people judge your level of service by your level of responsiveness, and organization helps Read more

Don't Talk Much; You'll be a Better Conversationalist


When talking with someone, if you spend more time listening and asking questions than talking about yourself, others generally think you’re a good conversationalist. Read more

3 Steps to Responsiveness


To convey you're responsive to needs/issues, (1) End discussions by restating what you'll do next. (2) Do it. (3) Tell them that you did Read more

Employee and Customer Satisfaction are Linked


Studies have shown a direct link between employee satisfaction and customer satisfaction; that's especially true when the co-worker is the customer.  Want to help Read more

Convey You're Listening


The person you're talking with wants to feel they're being listened to; the operative word is "feel."  So don't just listen; CONVEY you're Read more

Tell Them You Care


To convey you CARE about the other's need, restate it to them.  Also, literally tell them that "I WANT to help…" or "I HOPE Read more

Don't Ignore Their Emotions


When dealing with somebody arguing, upset, or irate, try to defuse them emotionally.  It's easier to deal with the issues if you can lower Read more

Show Your Empathy


To appear empathetic to the other person, try to understand and restate the other's situation, clarify their feelings, and nod Read more

Care Without Words

Posted on by edgagnon in Nuggets Comments Off on Care Without Words

Convey that you care with a voice that shows interest and concern, with body language that shows openness and understanding.  Convey you care in a way that goes beyond words.


Be Close-ended, Not Close-Minded When Addressing Complaints

Posted on by edgagnon in Nuggets Comments Off on Be Close-ended, Not Close-Minded When Addressing Complaints

To diffuse the upset customer, ask close-ended questions – the yes/no questions or those requesting facts/figures.  Avoid open-ended questions that result in longer responses and can build emotion.


Get Organized

Posted on by edgagnon in Nuggets Comments Off on Get Organized

Being organized is not magic.  You can do it.  Many people judge your level of service by your level of responsiveness, and organization helps to drive responsiveness.  Get organized.


Don’t Talk Much; You’ll be a Better Conversationalist

Posted on by edgagnon in Nuggets Comments Off on Don’t Talk Much; You’ll be a Better Conversationalist

When talking with someone, if you spend more time listening and asking questions than talking about yourself, others generally think you’re a good conversationalist. “Less (talking) is more (appreciated).”


3 Steps to Responsiveness

Posted on by edgagnon in Nuggets Comments Off on 3 Steps to Responsiveness

To convey you’re responsive to needs/issues, (1) End discussions by restating what you’ll do next. (2) Do it. (3) Tell them that you did it. That last point is key.


Employee and Customer Satisfaction are Linked

Posted on by edgagnon in Nuggets Comments Off on Employee and Customer Satisfaction are Linked

Studies have shown a direct link between employee satisfaction and customer satisfaction; that’s especially true when the co-worker is the customer.  Want to help improve morale?  Treat co-workers as customers.


Convey You’re Listening

Posted on by edgagnon in Nuggets Comments Off on Convey You’re Listening

The person you’re talking with wants to feel they’re being listened to; the operative word is “feel.”  So don’t just listen; CONVEY you’re listening.


Tell Them You Care

Posted on by edgagnon in Nuggets Comments Off on Tell Them You Care

To convey you CARE about the other’s need, restate it to them.  Also, literally tell them that “I WANT to help…” or “I HOPE we can help…”


Don’t Ignore Their Emotions

Posted on by edgagnon in Nuggets Comments Off on Don’t Ignore Their Emotions

When dealing with somebody arguing, upset, or irate, try to defuse them emotionally.  It’s easier to deal with the issues if you can lower the emotional level.


Show Your Empathy

Posted on by edgagnon in Nuggets Comments Off on Show Your Empathy

To appear empathetic to the other person, try to understand and restate the other’s situation, clarify their feelings, and nod when you understand.