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 On >
Me first? A service professional has to care about the experience of the customer and work at enhancing it.
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 On >
What do selling superstars excellent customer service agents brilliant leaders have in common? Emotional Intelligence (EI) 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. EI Includes: Self-awareness – knowing your own feelings. Managing emotions – despite fear or anger. Self-starting … Read On >
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 >
A first impression takes only seconds to form, and can be very difficult to change. Most importantly, that first interaction will set the tone for any opinion or relationship that may follow. Be prepared.
Sometimes it makes no difference how good your product is or how strong your staff is, customers always remember their communications with your company.
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 >