Happy New Year from the People at Improving Communications

Posted by & filed under Business Writing, Customer Service, Diversity, Grammar Rules, Human Resource References, Leadership & Management.

Happy New Year from Jen Glantz

Well lookie here… the Earth has revolved around the Sun once again! Three hundred sixty-five days have elapsed (or as the cast in the musical Rent would sing, “525,600 Minutes”). A year is a good marker for progress made. Once it’s completed, it all starts again.  Happy New Year.   Two thousand seventeen has been Improving Communications’ best year yet. We owe… Read more »

Listening: One Cohesive Unit (Rod Morgenstein)

Posted by & filed under Customer Service, Leadership & Management, Music, Networking.

Rod Morgenstein

NOTE: As you read, apply Rod Morgenstein’s message of listening to your profession by substituting the discussion of “music” with “work,” and terms related to “musician” with “colleague.” Listening is the practice of being in the moment, in touch with my surroundings, and fully aware that I am part of a creative process that involves… Read more »

ME First! Me First!

Posted by & filed under Customer Service.

Me First, Me First

We see it all the time, people focus on their own needs first. That leaves the needs of others come in somewhere after. Unfortunately, that does not always work in when you are a Customer Service professional, and not the customer. “It’s all about ME!” “ME first! ME first!” “The most important person in the whole… Read more »

Nick Beggs on Listening

Posted by & filed under Customer Service, Leadership & Management, Music.

Nick Beggs on Listening

Nick Beggs is an English musician, noted for playing the bass guitar and the Chapman Stick. He is a member of Kajagoogoo and formerly Iona and Ellis, Beggs, & Howard. Nick has worked through the years with Steve Hackett and Steven Wilson. His current project is The Mute Gods. Listening Means Understanding Relationships There are… Read more »

Emotional Intelligence

Posted by & filed under Customer Service, Leadership & Management.

Emotional Intelligence

What do selling superstars excellent customer service agents brilliant leaders have in common?   Emotional Intelligence is the ability to perceive, assess and positively influence one’s own and other people’s emotions.  Emotions are habits, as old as the user. Emotional Intelligence Includes: Self-awareness – knowing your own feelings. Managing emotions – despite fear or anger. Self-starting… Read more »

Customer Exit – Customer Service for the “Goodbye”

Posted by & filed under Customer Service.

Customer Exit

We have talked about the importance of the first impression for a customer that walks into your business.   We create a POSITIVE service image by being friendly and interacting appropriately. GREETING people. Making eye contact. Always maintaining a positive, courteous, helpful tone. Being honest. Caring. Listening. Responding effectively. Resolving complaints. And finally, NEVER blaming… Read more »

What Is a “Bad Attitude”?

Posted by & filed under Customer Service, Leadership & Management.

Bad Attitude

Attitude – noun Etymology: French, from Italian attitudine, literally, aptitude, from Late Latin aptitudin-, aptitudo fitness; a mental position with regard to a fact or state; a feeling or emotion toward a fact or state Have you ever eaten in a restaurant and realized along the way that your server had a bad attitude? It is not… Read more »

Pitfalls of Customer Engagement

Posted by & filed under Customer Service.

Customer Engagement

When you say ‘customer engagement’ you are describing the customer’s direct interaction with your company. Sometimes it makes no difference how good your product is or how strong your staff is, customers always remember their communications with your company. When you’re finished speaking with a customer, that is when s/he starts talking. The question is, what will this customer… Read more »