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How To Stop Spam (Especially If You’re Already a Victim)
Spam. Those annoying, time-consuming emails that clog your Inbox and ruin your day. You wonder: How did it ever get so bad? While it's not possible to completely eliminate spam, there are quite a few things you CAN do about the problem to reduce...
Laws of Marketing – The 10 Immutable
Most marketers believe that anything is achievable if you are energetic, creative or determined enough. But laws of marketing follow laws of business, and if you violate them, you risk your marketing dollars. The conventional answer to all...
The Key to High Productivity is Energy Management
One of the issues most often raised by my clients is better time management. People have tried prioritizing tasks, blocking out parts of their day for certain tasks, implementing new systems and getting better at delegation. While all of those...
"The Little Corporation Who Cried Wolf" Part 2
So...are you guys all revved up and ready to go? Are you committed to doing whatever it takes to motivate your staff and create a super-charged, mega-energized department?? As we discussed last time, your attitude and motivation level is absolutely...
What Is YOUR Excuse For Failing?
Would you intentionally set out to fail?
It's hard to believe anyone would, but sometimes we do sabotage ourselves by not wanting to succeed in the first place.
Yes you heard me right, some of us actually think hard of reasons to justify...
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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."
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| 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 |
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| Motivation 123. Motivation Techniques & Tips for Your Happiness ... |
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| Motivation - the international disability charity Motivation |
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| Motivation |
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| www.d.umn.edu |
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| 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 ... |
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| Motivation |
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| Motivation Point. Motivation Advice for Your Achievement and Success |
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| getmotivation.com |
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| 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. |
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| Seven Rules of Motivation |
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| www.motivation-tools.com |
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| 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 |
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| 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 |
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| 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 |
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| Motivational Quotes, Motivational Quotations, motivation quotes ... |
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| 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 |
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| 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 |
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| 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 ... |
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| 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 |
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| 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 |
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| 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 |
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