|
|
CHANGE LEADERSHIP
The L.E.A.D.E.R. Way INTRODUCTION In June 1997,the Prime Minister of Singapore unveiled the Government’s vision of ‘Thinking Schools, Learning Nation’ (TSLN). This vision was forged to improve Singapore’s education system in the light of the...
Human Resource Communication Pays Off
Human Resource Communications and Corporate Communications – are they one in the same? Both plan and develop written communication strategies to further the understanding and perceptions of their audience. Both provide counsel and editorial...
Sweat the Small Stuff for Great Customer Service
Undoubtedly you’ve heard about the popular book series that started with Don’t Sweat the Small Stuff, followed by Don’t Sweat the Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of...
The Biggest Crime In Small Business
The biggest crime in small businesses today goes unnoticed by most outsiders. It is not reported in the media. There are no police reports filed and companies do not even mention it on their websites. People don't talk about it on the street and...
Turbo Charge Your Career With The Most Powerful Leadership Tool Of All: The Leadership Talk
To develop and deliver a great Leadership Talk, you must understand that every Talk has three important parts. (1) Audience Needs. (2) Strong Belief. (3) Action.
(1) Audience needs: The first step in putting together a Leadership Talk is to...
|
|
|
|
|
|
|
|
Check Yourself for Outstanding Customer Service
How many times have you heard something similar to this in a customer service situation?
Customer: “Why don’t you just do it this way, and it will take care of the situation.”
Customer Service Person: “I understand what you are saying, but we can to do it this way.”
Then the situation magically goes downhill from there and it is difficult to win back the customer.
What Happened?
The customer service person used the one word that has a powerful negative effect when dealing with customers. The one word, if you can imagine, brings out the horns on the customer’s forehead, turns his face red, tightens his teeth, and clinches his hands…the word is but.
This is because but is an exclusive word. The use of but negates everything that was said previously by the customer. The customer then feels alienated and disrespected. It says to the customer, “You discounted or ignored everything I just said and you are going on with your agenda. Well, you don’t respect me, so I won’t respect your solution.”
The Solution
Replace the use of but with this powerful, positive word that will make the customer feel like he is are a part of the solution, put a smile on his face, and change the mood to the positive…the word is and. And is an inclusive word. If you think about it, and in math equals the function of addition. The use of and says to your customer, “I value what you just said, and we will take that into consideration as I share my solution with you.”
Remember, 90% of satisfying the customer is making
the customer feel like you are listening to them. The use of and says to the customer I am listening to your input.
Lets apply this to the above scenario:
Customer: “Why don’t you just do it this way, and it will take care of the situation.”
Customer Service Person: “I understand what you are saying, and we can to do it this way.”
As you can see it is a more positive response to the customer’s feedback. Instead of the customer being on the opposite side of your solution by using the word and you create a bridge for the customer to cross to consider your solutions. Bottom line, your customer is more likely to quickly accept your solutions.
So, if possible, record yourself in a conversation so that you can see where you are using but. Then work at substituting and in place of but. It may feel a little awkward at first. However, the more you use and the smoother it will sound and you will see immediate results. The benefits are less stress for you, positive customer service situations, and happier customers. Remember, leave your buts behind and you, too, will provide great customer service.
About the Author
Ed Sykes is a professional speaker, author, and success coach in the areas of leadership, motivation, stress management, customer service, and team building. You can e-mail him at mailto:esykes@thesykesgrp.com, or call him at (757) 427-7032. Go to his web site, http://www.thesykesgrp.com, and signup for the newsletter, OnPoint, and receive the free ebook, "Secrets, Stories, and Tips for Marvelous Customer Service."
|
|
|
|
|
The Art and Science of Leadership |
The very essence of leadership is that you have to have a vision. ... Leadership Development Outline - contains the leadership guide listed to the right, ... |
www.skagit.com |
  |
LeadershipJournal.net | Church Leaders & Leadership Training |
Leadership's award-winning and relevent editorial provides timely insights on critical issues facing today's pastors and church leaders. |
www.christianitytoday.com |
  |
Leadership - Wikipedia, the free encyclopedia |
Leadership can come from an individual, a collective group of leaders, ... Though advocates of the "big man" school of visionary leadership would have us ... |
en.wikipedia.org |
  |
Leadership - Forbes.com. |
Careers, Jobs, Management, Money, Compensation, Salary, Bonuses, Corporate Citizenship, Corporate Responsibility, Corporate Social Responsibility, ... |
www.forbes.com |
  |
LeadershipNow - Leadership Development - Main Page |
A source for free articles and shopping for leadership resources. |
www.leadershipnow.com |
  |
Leadership University |
Collection of articles in PDF format for distribution to classes, leadership teams, or outreach audiences. Sponsored by Campus Crusade. |
www.leaderu.com |
  |
Center for Creative leadership: leadership at CCL.org, leadership ... |
leadership at CCL.org. Specializing in leadership development, leadership training, executive coaching at CCL. |
www.ccl.org |
  |
U.S. Senate: Senators Home > Senate Leadership |
It shows the Senate's relationship to other branches of the Federal government and provides a quick view of Senate leadership, officers, and committee ... |
www.senate.gov |
  |
Leadership |
Quick Search This Journal:. Leadership. Sign up for SAGE Email Alerts today! Select an Issue from the Archive February 2005—November 2006 ... |
lea.sagepub.com |
  |
Leadership |
Describes programs, products, and services of the Covey Leadership Center, The goal of which is to help solve personal, professional, and organizational ... |
www.ncrel.org |
  |
Academic Leadership |
Articles and Essays for those in academic leadership roles - from unit coordinators to university presidents. |
www.academicleadership.org |
  |
United States House of Representatives, 109th Congress, 2nd ... |
Leadership Offices. Office of the Speaker · Office of the Majority Leader · Office of the Democratic Leader · House Majority Whip · Democratic Whip ... |
www.house.gov |
  |
Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson |
Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson by Rudolph W. Giuliani,Ken Kurson. |
www.amazon.com |
  |
Leadership.com |
Welcome to Leadership.com: Shaping the leaders of the Internet era ... Leadership.com offers several modules that empower leaders to build more effective ... |
www.leadership.com |
  |
Leadership Network |
Identifies and connects innovative senior pastors in the US and Canada through Leadership Communities and other events. |
www.leadnet.org |
  |
Educational Leadership |
Selected responses will be included in either the print or online versions of Educational Leadership. The deadline for this special section is December 8, ... |
www.ascd.org |
  |
The Leadership Trust - Excellence in Leadership Development |
The Leadership Trust has launched a new leadership development programme specifically ... The Leadership Trust recently welcomed The John Smith Fellowship ... |
www.leadership.co.uk |
  |
Progressive Policy Institute: Defining the Third Way |
Progressive Policy Institute, Democratic Leadership Council Home ... It is time for progressives to fill the leadership void on energy policy by offering a ... |
www.ppionline.org |
  |
Business Leadership Skills - Leadership Development Training ... |
Inc.com's Leadership Resource Center covering topics such as leadership development training, business leadership training, and business leadership skills. |
www.inc.com |
  |
Leadership |
These pages aim to expand the readers knowledge and understanding of the continuing debate in management studies about the role of leadership in the ... |
www.ee.ed.ac.uk |
  |
|