Ask “What Can I Do To Make You Happy?”

Ask “What Can I Do To Make You Happy?” Customer service is really put to the test when something goes wrong. What makes an exceptional business better than the rest is the ability to recover from these setbacks.  In the past I made an online purchase and received a package with missing parts. I immediately emailed the company’s customer service department. I got an email response from a customer service representative within the hour. “Please just let us know what you would like us to do and we will happily be of service,” the representative wrote. In other words: “What
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Give Team Members Something to Remember

“Three to Remember” I’m a strong believer in the KISS Rule: Keep It Simple Silly. It is easier for our team members to remember our priorities for Out-Of-This-World Customer Service if we keep our expectations simple and clear. I developed our “Three to Remember” to reinforce the most important principles for serving our clients. We share these often with our team members. Team members learn our “Three to Remember” their first day on the job and will see the “Three to Remember” time and time again in internal emails, company newsletters and repeated in our team meetings.  Our “Three to
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Get Your Point Across Quickly in Emails

Get Your Point Across Quickly in Emails Email is virtually inescapable, especially in the professional world. In many organizations, it’s essential. Ideally, you should keep yours as concise as possible. Here are some tips for getting your message across efficiently and effectively: Start with a salutation. When beginning a message chain, especially in the morning, a little “hello” or “TGIF” goes a long way. Choose one topic and stick to it. For example, the central topic here is Paul’s vacation; the offshoots are the delegated responsibilities: Hi, all. Reminder that I will be on vacation next week. In my absence:
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Build Team Spirit in Your Workforce

Let’s Build Your Team Spirit! Employees don’t work in isolation, whatever their jobs are. They’re part of a team, large or small, and your efforts to motivate them should be team-based. Emphasize the connections among individual employees and between employees’ home and work lives. Here are three ways to accomplish this:   Build high opinions of one another’s skills and strengths. Encourage your staff to praise their colleagues at meetings with questions like, “Who helped you out this week?” Public praise from peers redirects focus away from the boss/worker relationship and extends accountability to the entire team, which in turn
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Greet Clients by Name

Something so simple goes a long way. It’s one of the first words we hear and one of our favorite sounding words: Our own name! When you greet a client by name — and continue using it throughout your conversation — it puts them at ease and sends the message that you care about them both personally and professionally. Be careful, though, of being too familiar too quickly. It is generally safe to call clients Mr. Jones or Ms. Smith but it may seem rude to refer to them as just John or Mary. Be especially aware if you are
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Position Yourself as an Expert Source

We’ve got some tips on how to establish your position People respond to authority. You’ll be able to persuade them more easily if you can position yourself as an expert in your field or industry. Here are some tips for establishing your credentials:  Cite the experts yourself. Show people you’ve done your homework. Quote authoritative sources of information that they already trust, and you’ll build your reputation as a reliable resource. Highlight your qualifications. Don’t beat people over the head with your degrees and accomplishments, but do look for ways to remind them of your expertise and knowledge. “When I
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Be a Better Listener

Being a good listening is essential for every business! Read on for tips!  Tax Season is a time when we tend to take more appointments than normal. Being a good listener is vital, not only to services, such as tax preparation, but to the long term relationship with our clients. Do you give clients equal talk time or are you a conversation hog? Pay attention to how much time you spend talking. What is your talk-listen ratio? Being a better listener is key to providing Out-Of-This-World Customer Service.  Here are some tips for using your ears to the advantage of
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Build Templates and Automate Communications to Make Everyone’s Workday Easier

If you want to make everyone’s workday easier?  Then read on!  Person to person communication can be a bit nerve-wracking. If you’re a new salesperson, the first sentence of your pitch is the hardest. If you’re in customer service, trying to explain your company’s portal over the phone can seem impossible. Sometimes the problem is that you’re not sure if you’re working with a friendly audience: indifferent leads and irate customers aren’t going to make communication easier for you. But a large part of the problem is if you’re starting with a blank slate. Once you get started it’s easier to keep going,
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Be a Great Leader with This Communication Advice

Having Good Communication Skills is Important to Any Leader When you think of great leaders in business, politics, sports, or any other field, you probably remember how their words affected and motivated you. Communication is a central leadership skill, one you can’t neglect if you want to succeed in your career. Here are some tips for getting your messages across:   Get personal. Let people know what you think. Don’t parrot your organization’s press releases nor try to hide your true opinions with vague language (“mistakes were made”). Honesty will earn people’s trust. They’ll accept what you say because they
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