January 2015

Search for customers’ unspoken needs — Getting at customers’ unspoken needs is not always a matter of asking them directly, says Rick Delisi, co-author of The Effortless Experience. But using this metric can help.

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March 2014

Are you an effective listener? — To be able to listen effectively is a critical skill for customer service people. To assess your skills, try this listening skills self-quiz and keep in mind the recommendations of Joe Takash, author of Results Through Relationships.

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