We're often appalled; puzzled or irritated when we see people behaving differently, because it's easy to expect that any group of people would behave ...
I believe that the customer has the right to quality service. I am proactive. I am confident. I am empathetic. I’m convinced I am part of the solution...
One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. D...
If your vocabulary is limited, nuance goes out the window. It’s not only about using professional jargon (every industry, trade and occupation has its...
Self-confidence is the ability to believe, realistically and constantly, that we possess the necessary resources to face any situation with ease. It’s...
We all know the importance of first impressions. We also know that we will never have a second chance to make a good first impression and that impress...
Do you demonstrate your interest in the client?Do you ask the right questions and do you listen carefully?Are you patient, understanding and helpful?A...
You may be so busy answering calls from your customers that you don't have time to think of the service you offer. Take time to listen to your custome...
Demonstrate sincere interest by actively listening to the whole message that the other person is trying to communicate. • Listen with your ears - What...
The use of technology to excess can blur the line between what is the message and what is the medium. "Death by PowerPoint", or "Prezi Vertigo" are al...
The customers are the judges. These judges expect you to score high in your performance. If you are to successfully score 10’s with your customers, yo...
At the end of a conversation, a few courtesies are required. Thank the customer for calling.Let the customer know that you appreciate him doing busine...
Professional individuals are always polite, courteous and eloquent, regardless of the situation. Being professional means to keep calm in all circumst...
A customer is angry due to a problem. Self-assurance allows you to avoid taking this anger personally. Keep in mind: You are not part of the problem, ...
Many people look for a magic formula to achieving something worthwhile in their life, but there is no magic formula, there is no secret. To achieve yo...
A professional knows how to positively influence his surroundings. But to gain the right to influence, one must gain respect and appreciation from the...
Sometimes, you will need to put a call on hold. Before doing so, make sure to explain to the customer the reason of this waiting and to ask his permis...