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 On >
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 On >
Every time you meet a new person, whether in person or on the phone, you are checked-out and immediately evaluated. Right then and there, that person forms an opinion. It all works the same whether it is in the work setting or in your social life, and you only get one chance. Do you know … Read On >
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 On >
Listening Is a Lot of Detective Work Steve Morse is a guitarist best known as the founder of the Dixie Dregs; and since 1994, the guitar player of Deep Purple. He was briefly a member of Kansas in the mid 1980s. Morse’s career has encompassed rock, country, funk, jazz, classical, and fusion of these musical genres. The … Read On >
Nothing says “We don’t care about you” more than the phone-spam call I got last week from one of the businesses that I use. The company provides real estate tax reduction. The way it works is, you hire them and they advocate in court for a reduction of your taxes. When they are successful, you … Read On >
Acknowledge. Many times, problem-solving interactions in businesses are moved directly to “the fix.” For some people, that is fine. After all, the customer approached the company to get a solution. Examples include: Something that was missed or overlooked. (“I ordered three copies of the book, but only got one.”). A harm done to the customer. … Read On >
Think about the last time you were in an airport, waiting in line to go through TSA security screening. In most cases, you knew everything you needed to know before getting to the area where it happens. Because of good information–signs and speech–it is made clear to all that shoes have to be off, gels … Read On >
Gratitude, Defined This week’s reminder comes from the Merriam-Webster Online Dictionary. It’s the definition of “Gratitude.” How you look at the world will affect the amount of thankfulness you have. Take a look at this definition and remember what you’re grateful for in your life. gratitude noun grat·i·tude \ˈgra-tə-ˌtüd, -ˌtyüd\ Definition: a … Read On >