Inflection Matters!
A voice with inflection is captivating and motivating. It commands attention and makes people want to hear more. A voice without inflection is flat, a monotone. An uninteresting voice bores annoys and confuses those having to endure it. As you consider how you might...
Connection Matters
How you relate to others matters when making a face-to-face presentation. What creates a connection with any executive, manager or peer, first and foremost, is strong eye contact. Sustained eye contact should begin the minute you walk in the door. With solid eye...
Put That Smile Back on Your Customer’s Face!
Customers today are busy; some are overwhelmed by the myriad of tasks they now have to perform. By the time they call your help desk or customer care center, they are often frustrated and anything but pleasant. You can put that smile back on their face, and here is...
Guidelines for Great Large Group Presentations
What is the difference between your audience and an elephant? An elephant never forgets; an audience occasionally remembers. You go to a lot of trouble to prepare for a large group presentation. You want it to be a success and people to feel their time was well spent....
Globe Smarts for Virtual Presentations
Communicating with any team via teleconference or web session is challenging. When the team is spread across the globe, your task as a presenter requires real ‘globe smarts.’ Do not overlook the importance of adapting your message and slides to the audience...
Being as Good as the Big Guys
We have all heard speakers who are exceptional – their message is clear and it is delivered in a compelling manner. People like Steve Jobs, CEO of Apple Computers, Steve Ballmer CEO of Microsoft and John Chambers, CEO of Cisco Systems fall into this category. However,...
Need Influence? Read Below!
How often have you heard someone say to you, “You need to be more influential?” When we hear that request, often we don’t know how to address the issue. From a communication standpoint, three issues are critical to making a powerful impression on others. People need...
The Problem with NOT Pausing
Pausing is the most under-utilized tool that a speaker has. Most people who use the phone to conduct business only concern themselves with their message. For example, they want to explain a product, fix your software or update you on month-end results. They forget...
Do You Ask a Variety of Questions or the Same Old Ones?
As inside sales representatives, the way we close business is by asking questions. Often, we ask the same questions of each customer. Sometimes, these questions move people to make decisions, but at other times, they don’t, leading us to wonder “what happened?”...
Quick Tips for Handling Loose Cannons!
Individuals who seem attacking can disarm even the most experienced speakers. When statements start with an accusation or an acerbic tone of voice, it is hard to keep your composure, especially if others are witnessing this attack. Difficult individuals or...
Attentive Listening
Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking. Before: Listening before responding...
Promise Never to Commit these Presentation Crimes
They say there are three presentations we give: The one we planned to give, the one we actually gave, and the one we wished we would have given. A lot of us leave a presentation wishing for a “do-over.” What can destroy a good outcome are the following “Presentation...
How You Keep People Engaged in a Virtual Meeting
Virtual meetings are a perfect storm. Since attendees know they are not seen, they are often tempted to do additional things. People check email and voicemail. Some even let the dog out or do laundry! If you are the host, multi-tasking attendees are not what you want....
Why I Simply Can’t Trust You
The aim of any presenter is to be trusted. Yet, time after time, listeners aren’t sold. Many even comment, “You know, there is something about that guy that I just can’t trust.” What you say and how you say it is critical to establishing trust. Albert Mehrabian,...
The Storyteller’s Checklist
People are moved by their heads and their hearts. Data alone won’t convince people. Knowing this, many companies have adopted a storytelling approach with their customers. An engaging story helps to deepen the human connection and increase the likelihood of ideas...
Did You Have Them at Hello: Your Tone of Voice is What Counts!
A good portion of anyone’s day is spent on the telephone. Everyone wants to make a good impression, but it’s the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner or whether they will trust and believe...
Defending Yourself Against the Mad Caller
Picture that you’ve answered the phone and the caller begins with a raised voice. Without any seeming provocation, the person on the other end of the line starts making threatening statements and even swearing. How do you defend yourself against this mad, out of...
Presentations Are Out: Sharing Your Story Is In!
Customers are not crazy about formal presentations. They complain that presentations often seem prescriptive and downright boring. When surveyed, one of our clients said, “The last thing I need in my day is one more salesperson doing a dog and pony show. What happened...
Add Up to Real Value
When that great opportunity finally comes along to make a presentation to a potential dream client, you want to be successful. The question many of us have is “What is the trick?” As simplistic as it sounds, the key is in adding value. The more clearly you can...
Want People to Return Your Voicemail? Here’s How!
Most of us are forced to leave voicemail messages constantly. In today’s business world, it is almost a rarity to speak to a live person. When we go to the trouble of leaving a voice message, our expectation is that we will receive a “call back.” The vexing part is...
Giving an Update? Tell Me What’s New and What’s to Do
Are you one of those people that has to give periodic updates? If so, you had better make it worth your listeners’ time because nobody relishes a meeting that’s “just an update.” In fact, in many people’s eyes, an “update” meeting is the one to miss when your schedule...
What Kind of a Listener Are You — It Matters!
Approximately eighty percent of our waking hours are spent listening. You would think, by the sheer fact that so much of our time is devoted to listening, we would be fantastic at it, real superstars. The reality is not very many of us are good at listening because of...
Reach, Teach and Touch – 3 Requirements for Any Presenter
Selling your ideas isn’t easy, especially in today’s dynamic business climate. Listeners go from meeting to meeting. They are on information overload. Without Reaching, Teaching and Touching your listeners, it is likely your content will be overlooked. The question is...
Your Voice Affects How People Perceive You
Fact: Your voice affects how people perceive you over the phone. Fact: If there is any inconsistency between your words and your tone of voice, 85 percent of the time, listeners will trust what they hear in the tone of your voice, instead of your actual words. Fact:...Establish Credibility by Being a Trusted Advisor
What business person wouldn’t covet being thought of as a trusted advisor! Obviously, customers would act on your recommendations and refer you to other business acquaintances. They would turn to you first to improve the quality of their business and sign contract...You’re the Host of Your Teleconference – So Act Like One!
Instead of face-to-face meetings, many of us facilitate teleconferences or meetings over the phone. Without seeing people’s responses to our points, teleconferences can prove to be challenging. To be successful, one has to think of being the host of his or her own...Quick Tips for Creating Slide Shows
Almost all of us use slides as we present to our bosses, customers, peers or direct reports. However, not all of us create them effectively. Rather than aiding comprehension, slides can erode meaning and cause confusion. Often, they consist of boring bullet point...Hanging on by a Thread? How You Can Help
Franklin Delano Roosevelt once said, “When you get to the end of your rope, tie a knot and hang on.” It sounds like sage advice. However, many people working in customer support will point out that they have been doing that for quite a while. They wonder how much...You Can’t Leave Your Communication Skills behind Just Because You Are at Lunch
Many professionals conduct business outside of the office over lunch. The atmosphere is often more relaxing and conducive to discussing important matters privately. However, the business lunch can erode the impression of you as a consummate professional if you leave...Sell Value and You Will Close the Sale; Sell Me Stuff and You Won’t!
Business professional today are busy – really busy. They have a million things to do before they end their day. The last thing they want is to be interrupted by a call from a salesperson trying to sell their latest product or service. Inside Salespeople need to...Making Training Stick
Customer service organizations spend thousands of dollars each year on training. The hope is to improve skill sets, increase productivity, close more business or create customer loyalty. While typically there is a “bump” in improvement after any class, over time, the...What Tony Hayward Should Learn about Handling Tough Questions
Tony Hayward, CEO of BP Oil, has become a punching bag for Gulf Coast residents, as well as newscasters. His penchant for making insensitive and misleading statements may have done irreparable damage to his reputation and the reputation of BP Oil Corporation. Some of...Listening X’s 3
Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking. Before: Listening before responding...Connection is Everything
How you relate to the audience affects the outcome of the meeting. People more readily accept information and close business with those they like and trust. So how do you build a relationship and still get your points across? What creates a connection, first and...Lessons Learned from Toyota about Customer Complaints
For many years, Toyota enjoyed an irrefutable reputation in the US as the maker of reliable, fuel-efficient cars. Sales were double those of Honda, and Toyota rivaled GM and Ford for the #l spot. However, in 2010, things changed. A problem with a sticking accelerator...Pre-game Jitters When Presenting to the Boss
Presenting to the boss is a double-edged sword. On the one hand, it is an opportunity to show what you know, to be the next MVP. On the other hand, if the boss thinks poorly of you or hates what you say, you may be forever sitting on the sidelines or worse yet, sent...Why Your Tone of Voice is a Problem
When callers hear your voice on the other end of the line, they imagine the person behind the voice. If they like what they hear in the tone of your voice, chances are they will perceive you as knowledgeable and confident. If they don’t like your tone, they may want...2010 The Year of Relationship
The economic situation has impacted all of us, regardless of our job or industry. Many of us have seen dramatic layoffs, leaving some of us doing several jobs at one time. The pressure to succeed and exceed expectations is unbelievable. In these down times,...When You Can Only Influence
Robert Cialdini, the author of Weapons of Influence and The Psychology of Persuasion, is a leading expert in the area of influence and influencing. In his books, he identifies critical principles that generate desirable change. We have grouped his key points under...There is a Lesson to be Learned from a “Bad Call”
How many times have you had to placate an irate or distressed customer in a day? For many of us, that number is too large to calculate. Most often, we are successful in de-escalating an upset caller, but on occasion, we have a “bad call” from hell....Top Reasons Calls Get Escalated
Customers today seem quick to voice, “I would like to speak to a supervisor,” if they are unhappy with the service they receive. What is particularly vexing about these escalated calls is that as many as 85% of them could have been resolved with the initial phone rep....
What It Takes to be a Master Speaker
Malcolm Gladwell in his book Outliers says 10,000 hours is the magic number for true expertise. He sites examples of composers, basketball players, skaters, concert pianists, chess players and fiction writers who achieved greatness after 10,000 hours of hard practice....My Face—Your Face. Is Face to Face Communication Necessary Today?
Social media, e-mail and other advancements in technology seem to suggest that face-to-face communication in the business world is “old school,” that people do not miss or desire in person communiqués. One businessman, I called recently had this recorded message on...Things Never to Say to a Customer
The health and well being of your organization depends on the service your customers receive. If they receive stellar service, then customers smile and stay loyal. If they are not impressed, they begin to look elsewhere. There are some phrases inside sales, technical...What is the Most Important Skill for a Customer Care Representative?
Our organization is often asked, either by managers, interviewers or call center representatives, “What is the most important skill a customer support representative needs to ensure their success?” Is it the ability to handle irate customers or to resolve issues...Build Credibility with Every E-mail You Write
E-mails can either build or erode credibility. For e-mails to differentiate you in a positive light, take the time to write them clearly and concisely. Make sure to focus them on the recipients and their needs. Lastly, plainly define any follow-up actions. When...Winning at Telephone Interviews
Almost every company today uses telephone interviews as a way to screen potential job candidates. Being successful in this initial screening is critical to moving to the next step in the hiring process. To insure your success, please consider the following tips. Have...Clarity—It’s Rule #1 in Writing!
Clarity should be a writer’s highest priority. While everyone nods in agreement, miscommunication is rampant. How many of us have had the unsettling experience of trying to assemble a child’s toy, only to be thwarted by unclear directions. Anyone interested in healthy...Your Tone of Voice is a Door Opener
How many times have you fantasized the face behind a voice that you hear on the radio or television? Almost all of us have. Sometimes, we picture the speaker as honest and trustworthy, like Walter Cronkite, the news broadcaster. When he died, reporters described him...Cardinal Rule #1—End on Time
Repeat after me, it is not okay to end meetings late. When moderators say, “I am sorry we ended 15 minutes over time, but I hope you found it valuable,” it is not really all right. People have commitments. Sometimes, they are rushing to airports or to pick up children...Thinking on Your Feet—It’s not Impossible!
If you think it is impossible to think on one’s feet, you are not alone. Many business professionals dread speaking to senior level executives or important customers for fear their brains will freeze and decision makers will see them as the village idiot. There are...Here’s How to Slash Motivation or Things Managers Should Never Say
Now more than ever, managers and supervisors need to motivate their inside salespeople or their customer service representatives. Obviously, the more motivated people are the better sales and approval ratings will be. What managers and supervisors don’t often remember...The Magic Formula When Answering an Inbound Call
Within the first ten seconds of a call, customers form an impression of the organization and the person on the other end of the line. If the customer doesn’t like what he or she hears, sometimes they will disconnect or asked to be switched to another representative....Emotion—the Fast Lane to Motivating Listeners to Take Action
Can you remember a time when you attended a meeting, only to be lulled into an occasional listening mode because of one dull fact after another? Just like you, your listeners will tune out quickly if you don’t capture and hold their attention. After all, most business...Reasons Why I Hate Calling Customer Support
There are a lot of reasons why I hate calling Customer Support. It doesn’t matter what company. The issues remain the same. If I had a wish list, these are the things I would like to see changed- immediately! The first thing that bugs me is long waits with a message...Presenting—A Transference of Enthusiasm
Presenting your ideas so that people are motivated to take action requires a transfer of enthusiasm. From your first words, you must demonstrate you believe in what you say. You must show true gusto in your body language and voice. Anything less seems incongruous, and...What It Takes to Make Your Points Stand Out
Winston Churchill once said, “If you have an important point to make, don’t try to be subtle or clever. Use a pile driver. Hit the point once. Then come back and hit it again. Then hit it a third time– a tremendous whack!” Most speakers want their points to come...Surviving the Hard Times with Your Customers
Many of our existing customers are no longer able to make their usual purchases or upgrades. They can no longer provide training for their employees. The temptation is, of course, to move on to those who are able. However, ignoring our existing customers in difficult...Delivering Bad News Messages
The economic downturn has affected all businesses. Consequently, many of us are now in the position of delivering bad news messages. It is not easy, but the way that message is communicated is critical. It leaves a lasting impression of you and the company. People who...Motivating the Team When Times are Tough
Everywhere you go people are talking about the economy and its effect on them personally. On a recent business flight, the person sitting next to me mentioned that seven members of her family are out of work. At my aunt’s 90th birthday party last week, the...Out of Work? Changing Jobs? Better Do Some PR!
Are you out of work or thinking of changing jobs? Before you do anything, perform some PR on yourself. Assess what the Perception of you as a communicator, versus the Reality. We can see ourselves as a highly polished, competent business professional, but if the...Extraordinary Service in Extraordinary Times—What It Takes
When a sales or service center is deemed or reported world class by such organizations as JD Powers or The Association of Support Professionals, the sales or service representatives themselves attribute it three key factors. They are: Knowledgeable Committed Empowered...If You Rest, You Rust!
Helen Hayes (1900-1993) was the quintessential actress of her day. When asked why she continued to act well into her seventies and eighties, she said, “If you rest, you rust.” As speakers, we can’t assume our communication skills are good enough. Miscommunication is...Stay In Touch with Your Customers
Inside sales representatives beware! In this uncertain economy, there is a tendency to overlook existing customers who have put the skids on purchasing. Even if a customer isn’t buying today, eventually they will. If you stay in touch, your customers will remember....Listening—A Critical Skill in Challenging Times
A tough economy puts a lot of pressure on everyone. Clients are more and more demanding, especially when doing business over the phone. Good listening skills are essential. Yet, most people do not excel at listening. Researchers tell us that people listen effectively...Selling Yourself in A Down Economy
As the economy continues to plummet, businesses weigh every internal and external decision very carefully. To save money internally, decision-makers are looking closely at their own headcount. Non-essential jobs and marginal performers are being eliminated quickly....Three Cardinal Sins That Will Derail an Executive Conversation
Most business people make presentations to executives, whether it is internally to senior managers for status updates or externally to clients or customers for purchase approval. Often, these are one-time golden opportunities. They require careful planning and...A Difficult Economy Requires Extraordinary Communication Skills
The effects of the down economy are being felt all around the globe. The “R” word is being said out loud. Every corporation in almost every industry is feeling the pinch of the recession no matter where they are located. In tough times, the frontline people, those...How to Improve Your Telephone Voice
Many people think they have a bad telephone voice. While it’s true that not everyone’s voice sounds like a radio announcer’s voice, very few people have a terrible voice. What they have is a badly produced voice. To sound confident and be perceived in a professional...
Your Tone of Voice Affects How People Respond to You
When customers hear your voice on the other end of the line, they imagine the person behind the voice. If they like what they hear in the voice, chances are they will perceive you as knowledgeable and confident. If they don’t like your voice, it makes them want to...- Learn the Secrets of the Pros
The key thing to adding value is know your audience and to show the link between your solution and the needs of the individuals. Listeners don’t like to work at understanding, and they don’t like to feel their issues were unnoticed. The more clearly you show value right from the get-go by reiterating known and unknown issues and by providing examples and stories to prove that your product or service solves these problems, the more likely you are to being successful.
- How to Coach for Results
People always wonder about the best way to coach phone reps so that their organization can deliver world-class customer service. If you want your reps to improve, you must understand the performance issues, know how to break down any problems into manageable steps and then encourage the reps on their path to improvement. The key […]
- Rarely Make Presentations? It’s No Excuse!
Don’t think because you rarely make formal presentations, your boss or your peers will forgive you for doing a poor or mediocre job. They won’t! Their expectation is that if you asked them to listen, you will make it worthwhile. Their time is too valuable to be bored or to try to make sense out of something that seems disjointed. Although you may think it is impossible to master the art of presenting with limited opportunities, here are some simple suggestions that will help you succeed.
- What to Do When the Customer Will Not Let You Talk
How many times have you had customers who seem like they are on a rampage. They won’t let you talk or try to resolve the problem. They seem to repeat the same story over and over. Understanding why that happens is the first step to dealing with the issue. Typically, it is the result of four critical missteps on the part of the customer service or technical support person.
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