|
|
A Few Words on Affiliate Team Building
It might have been Vince Lombardi or some other famous coach who said, "There is no I in team." ( I was too lazy to look up the source of the quote;) I think that this is as true in business as it is in sports. Especially in a business like...
IS A BUSINESS PARTNERSHIP RIGHT FOR YOU?
I meet prospective entrepreneurs all of the time - through my church, at my health club, and even at my neighborhood block party. One of the most common topics they want to discuss is whether they should look for a partner to help them start and...
Techniques of Youth Motivational Speakers
It's a special breed of human being that can speak effectively
to large groups of teenagers and young adults. Speaking at
schools, sporting events, teen churches, or wherever else young
people congregate, youth motivational speakers employ an...
Turnover is Not a Problem
“Ha!” you say. “For someone to make a statement like that, they obviously haven’t worked in the real world and certainly have never had to run a company.” Well, let me assure you. In my past I’ve not only run companies, but spent many years...
Why Great Companies Survey: Martian Logic!
If an alien civilization from Mars was planning a friendly takeover of our planet they would seek to make sure they understood our way of life and our way of thought.
The only way they could accomplish their objective would be by asking...
|
|
|
|
|
|
|
|
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."
|
|
|
|
|
Motivation - Wikipedia, the free encyclopedia |
Article giving an overview of the concept. Includes history, information on human psychological drives, and applications in business and education. |
en.wikipedia.org |
  |
Motivation 123. Motivation Techniques & Tips for Your Happiness ... |
Free Motivation Kit, techniques, tips, and ideas to help you achieve greater happiness and success. |
www.motivation123.com |
  |
Motivation - the international disability charity Motivation |
Motivation and other international organisations convene in Bangalore this ... Motivation is an international disability and development agency working in ... |
www.motivation.org.uk |
  |
Motivation |
Goal Setting is extremely important to motivation and success. So what motivates you? Why are you in college? If you are in college because that's what your ... |
www.d.umn.edu |
  |
Employee motivation. Motivation in the workplace- theory and practice |
Employee motivation in the workplace article. This article focus on aspects of employee motivation, theory and practice as applied to in the workplace and ... |
www.accel-team.com |
  |
Motivation |
Motivation Notecards pad. 6 notecards with envelopes pad ... Motivation Desktopper pad. Black brushed-aluminum frame with glass. (5"x7") pad ... |
despair.com |
  |
Motivation Point. Motivation Advice for Your Achievement and Success |
Motivation techniques and advice to help you achieve greater personal success in your life. |
getmotivation.com |
  |
The Motivation Tool Chest |
Motivation tips on self-development, workplace, leadership, at-risk youth, education. Example: People who have a vision control their destiny and lifestyle. |
www.motivation-tools.com |
  |
Seven Rules of Motivation |
Set a major goal, but follow a path. The path has mini goals that goes in many directions. When you learn to succeed at mini goals, you will be motivated to ... |
www.motivation-tools.com |
  |
Motivation |
MOTIVATION CHECKLIST. The following checklist may prove helpful in getting at the ... If you want to improve your motivation you may want to choose a ... |
www.ucc.vt.edu |
  |
GENERAL PRINCIPLES OF MOTIVATION |
Basic principles of motivation exist that are applicable to learning in any ... In a general learning situation, self-motivation without rewards will not ... |
honolulu.hawaii.edu |
  |
TIP: Concepts |
Weiner (1990) points out that behavioral theories tended to focus on extrinsic motivation (i.e., rewards) while cognitive theories deal with intrinsic ... |
tip.psychology.org |
  |
Motivational Quotes, Motivational Quotations, motivation quotes ... |
Motivational Quotes, Motivational Quotations, motivation quotes, inspirational quotations from Motivating Moments. Updated 2 times a week, ... |
www.motivateus.com |
  |
Motivation - Atom Wiki |
Motivation. Why are you doing this? RSS is [WWW] over five years old. It was designed for news sites, a way for them to list the stories they had. ... |
www.intertwingly.net |
  |
Motivation & Inspiration from The Daily Motivator® |
A brief, daily message of motivation and personal development, with an archive of more than 2000 previous messages. A positive approach to successful ... |
greatday.com |
  |
Pages tagged with "motivation" on del.icio.us |
by blowski to folksonomy marketing internet user generated content motivation theory business blog ... saved by 124 other people ... 3 mins ago ... |
del.icio.us |
  |
Motivational and Inspirational Resources, Quotes, Short Stories ... |
Free daily motivational & inspirational, quotes, short stories, messages, articles, thoughts, and poems designed to help you lead a happy and healthy life. |
www.motivational-messages.com |
  |
Mental Help Net - Psychological Self-Tools - Online Self-Help Book ... |
Methods For Changing Your Identity and Your Motivations ... There are two types of animal motivation: the motivation to approach something, ... |
www.mentalhelp.net |
  |
Teambuilding Inc. Article - Team Motivation |
Probably the first question to be answered in a discussion of motivation is ... Motivation in this case was lacking because the team’s purpose was not in ... |
www.teambuildinginc.com |
  |
Learning Skills Program - Increasing Motivation |
Motivation is a complex issue, with a number of causes and solutions -- many of which are of interest to university students, who usually know what they ... |
www.coun.uvic.ca |
  |
|