Should your business’s policies always be applied, in all cases, for all customers? Only company leadership can decide that. The most important thing when making business decisions is putting yourself in the customer’s position. Determine if these policieswill invite people to return, buy more, and become fans; or drive customers away to seek other providers. […]
The Quieter You Are, the More You Will Hear Carl Palmer is one of the most respected rock drummers to emerge from Great Britain in the 1960s. He is a veteran of Emerson, Lake & Palmer, and Asia. Listening is what the world is all about. We listen to people cry out for help, to […]
At Improving Communications, we ask professional musicians to tell us about their “money maker;” their ability to listen and interact well with others. We ask these gifted artists to teach us more about listening so that in business, we can use similar practices to be more successful. Below is what Jordan Rudess had to say […]
What is proper Business Phone Behavior? Have you ever made a phone call to a business and gotten the answer, “So-and-so isn’t here right now. Can you call back in 15 minutes?” Do you find anything wrong with that? In a tennis game, when a player hits the ball, the second player hits it […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]