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Re-think Customer Complaints

October 14, 2021
Each time a customer makes the effort to complain, it’s a chance to make things right. Even those customers who are frustrated or angry often want to keep doing business with your company otherwise, they wouldn’t have bothered to complain. Knowing that can help you stay in the right frame of mind — positive, proactive,…Continue reading

 

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Shift Your Style For Better Communication

October 1, 2021
As a service professional you’ve worked with all kinds of customers — some make quick decisions, while others take more time. Some want a lot of information, others need just an overview. Some want to socialize, others want to get to the point quickly. When you're dealing with a customer whose communication style is similar…Continue reading

 

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The Customer Communicator, September 2021

September 1, 2021

• Shared communication styles build strong relationships

• Shift your style for better service

• Keep conversations stress free

• Pop Quiz

Service News: A monthly roundup ...

• Ask the Panel: What metrics should I be tracking?

More than a number

Try using the Golden Pause

Convey confidence as you buy time

Is a difficult customer ruining your day?

Try teaching

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What’s Your CQ?

August 12, 2021
Everyone is familiar with the concepts of IQ and EQ but what about CQ? According to Nance Guilmartin, author of The Power of Pause, CQ or Communication Quotient is the ability to “speak clearly, listen closely, rephrase with an open mind, and take responsibility — up front — for being understood.” If you have a…Continue reading

 

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Paraphrase to Build Customer Rapport

July 30, 2021
There are two ways to paraphrase, says Dianne M. Durkin, a trainer and consultant. One is to listen for and repeat a customer’s key words and phrases. “We all have key words and phrases that we use on a regular basis,” says Durkin. “Listen for these and use them when you respond to a customer’s…Continue reading

 

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Resolving Conflicts with Customers

June 17, 2021
For better or worse, conflicts are an everyday occurrence when serving customers. Handling those conflicts skillfully can mean the difference between losing a customer and gaining a long-term partner who knows that you, and your organization, can be counted on. For almost 50 years James Creighton, Ph.D. has been training people to resolve conflict in…Continue reading

 

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9 Tips for Moving BACK to the Office

June 4, 2021
Is your team moving back to the office this month? Or next? Randi Freidig, an expert on business relationships, offers the following gentle reminders for getting along in close quarters. Courtesy and respect are the basis for all of her suggestions: Keep your voice low when talking to visitors or on the phoneEnter a coworkers…Continue reading

 

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