Use Probing Questions To Improve Service
Sometimes, you ask an open-ended question but need a bit more information in order to sort things out. That's when Probing Questions come into play!
Communications Skills
How to Be Business Friendly
Five important concepts every customer-facing team member should be aware of!
Understanding Customer Needs
The key to service and sales is recognizing a gap between where your prospect or customer is currently and where they'd like to be. Once you understand their needs you can then get to work on suggesting solutions your organization offers.
Practice Being Positive
Most people don't purposefully set out to come across as negative. Sometimes human nature and social chatter cause us to inadvertently put down our organization. This awareness building video clip illustrates and addresses just such issues.
Handling Rejection
If you're in the business of proposing ideas or solutions to customers, then occasional rejection comes with the territory. They keys are to understand it and not internalize it.
Avoid Weak, Wimpy Words
Something as simple as word selection can be the difference between projecting confidence and sounding meek and unsure of yourself. Knowing the difference is key.
Your Customer Service Strategy
Reprinted with permission, Marketing and Management expert Seth Godin shares his thinking on the topic of customer service as a strategic marketing investment.
That Paperwork Will Wait
Meet Bob Backwards. He's a charter member of the Customer Service Hall of Shame. Bob failed to understand one of the most important Cardinal Rules: People BEFORE busywork. Hint: Don't be like Bob!
Diversity At Work
This popular Houndville animated lesson drives home the point that respecting and embracing diversity is a critical component for today's enlightened workforce.
Use S.M.A.R.T. Objectives
Achieving individual objectives is critical to overall organizational performance. This video learning lesson describes the importance of deploying S.M.A.R.T objectives.
Build Respect at Your Workplace
The landscape in the workplace has changed significantly in a multitude of ways over the last few decades, which makes training employees on respect in the workplace more important than ever.
How to Improve Customer Service
Here's What You Need to Know About Boosting Employee Customer Service Skills
Research shows that up to 90 percent of Americans use customer service as a factor in deciding whether or not they will do business with a company. It is not hard to see why: as a customer, what stood out the most ...
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