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Critical Telephone Skills
The telephone is often the first and
most lasting impression. Customers will judge, wrong though
it may be, the quality, stability and professionalism of the
business by the response they receive on the first phone call.
Here are some tips to insure that the phone is one of our
greatest assets.
Read
more >From Good To Great
Once every five to ten years, a business book is published
that can make a significant difference for organizations.
Jim Collins, after five years of research, has written such
a book, Good To Great; Why Some Companies Make the Leap…
and Others Don’t. (Harper Business, 2001) I have just
completed the book and encourage you to pick it up ASAP.
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Managing Your Email - Part One
I have heard from a number of you that you would like more
information on dealing with and controlling email. Here
are some tips and keep your suggestions coming, they are
extremely helpful.
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more >
Managing Your Email - Part Two
There is an old rule in time management
that says, “handle each piece of paper once. The “Four
D’s” Do it, Delegate it, Delay it or Delete it,
can help you do that with email.
Read
more >The Art Of Listening
One of the most useful tools in customer service and business
in general, is often overlooked, the art of listening. Study
after study has concluded that good listeners are more effective
with customers than poor listeners. Here are some tips on
being a better listener.
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more >
The Power Of First Impressions
What can we do to insure that our company makes a positive,
lasting first impression? These ideas can make a difference.
They are all simple , but not always easy to do.
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more >
Effectiveness Or Efficiency?
Effectiveness or efficiency, which
term describes you? Understanding the difference between those
words is a key to the management of that critical resource,
time.
Read
more >Red Skelton's Pledge Of Allegiance
Thank you for all your comments and feedback. As a result
I thought I would post the following Red Skelton monologue
from about 30 years ago would be appropriate as we face
these difficult times.
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Solving Customer Problems
You can't have customers without encountering a problem
once in a while. We are all human and mistakes happen, but
it's how we respond that makes the difference of keeping
or losing a customer.
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Resistance To Change
You've heard them all before - the top 50 excuses for a
closed mind.
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Quotes On Customer Service
Here are some simple but powerful reminders of the importance
of the customer.
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more >
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