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

Make it Your Job

Posted on by edgagnon in Nuggets Comments Off on Make it Your Job

There’s a big difference between “that’s not my job” and “let’s see what we can do for you.”  In the second example, the customer feels you care.


Be Self-Aware

Posted on by edgagnon in Nuggets Comments Off on Be Self-Aware

You have the power with your body language and tone of voice to convey respect to the other person…or not.  Use these non-verbal characteristics wisely.  Be self-aware.


Passive = Poor Customer Service

Posted on by edgagnon in Nuggets Comments Off on Passive = Poor Customer Service

Passive people are generally poor at customer service.  Be active.  Anticipate.  Perceive.  Listen.  Act.  Respond quickly.  Adopt these characteristics of customer service stars.


Be Clear with the Customer

Posted on by edgagnon in Nuggets Comments Off on Be Clear with the Customer

Since 40% of customer dissatisfaction is because an organization overpromised or didn’t meet the minimum expectations, be very specific when communicating with others what they should expect and by when.


Initiate the Bad News

Posted on by edgagnon in Nuggets Comments Off on Initiate the Bad News

If you learn some bad news, share it with the customer before they find out by some other means and complain; it puts you in control of the conversation.


Confirm or Fear the Unknown

Posted on by edgagnon in Nuggets Comments Off on Confirm or Fear the Unknown

Ask for customer feedback. Before ending conversations, ask “did that answer your question?” or “is this what you were expecting?” or “is there anything else I can do for you?”


Customers Will Give You a Break if…

Posted on by edgagnon in Nuggets Comments Off on Customers Will Give You a Break if…

The more that people like you, trust you, and respect you, the more “slack” they’ll give you when something goes wrong.


Be a Great Listener

Posted on by edgagnon in Nuggets Comments Off on Be a Great Listener

98% of conversations end quicker if the employee listens well and establishes a rapport up front. Do more listening and less talking up front; it can save you time.


Let Them Vent

Posted on by edgagnon in Nuggets Comments Off on Let Them Vent

To diffuse the upset customer, let them vent at first – don’t argue or interrupt; this lets them blow off steam and bring down their emotion.


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