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 high CQ,…Continue reading
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
While asking questions is often useful, it’s easy for customers to become annoyed if they think they have already answered, are being asked too many questions, or are being asked questions that are personal or inappropriate.Your tone of voice — and the way you ask the questions — can go a long way toward eliminating…Continue reading
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 their…Continue reading
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 space…Continue reading
"Reverse paraphrasing" is a technique reps can use to make sure they’ve been understood. Instead of paraphrasing what the customer has said, ask the customer to paraphrase something you have said.Nance Guilmartin, author of The Power of Pause, recommends using this technique when you are passing along important information or instructions, or if you think…Continue reading
Sometimes, the best way to meet customer expectations is by NOT doing certain things. Here are some ideas for creating a personal not-to-do list. A list like this is a useful tool and refresher for starting each day.DO NOT get distracted when talking to customers. DO NOT interrupt before the customer has completed their thoughts.…Continue reading
When your job involves serving customers, you listen to problems and deal with negative situations every day. And, it’s human nature to remember the bad things — lost orders, delayed shipments, incomplete paperwork, and angry customers. To overcome the inevitable slump you may experience from time to time, create a folder (physical or electronic) labeled…Continue reading
Unfortunately, there are customers who try to dominate service calls. They want to control the situation and intimidate the rep into giving them what they want. They can be rude and manipulative — and they assume that the only way to get results is by threatening.What can you do? According to communication expert Robyn Hatcher,…Continue reading
No one wants to hear the word "No." And with service consultant Richard Gallagher’s can-can approach you can say "no" without ever uttering that dreaded word.Here’s how it works:The can-can is a two part response in which you acknowledge what you can acknowledge and offer what you can offer.For instance, if you were working in a retail setting and a customer…Continue reading
