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- Zoomed Out? Some Tips July 1, 2020
- Laid Off? Furloughed? Here Are Some Imperatives! July 1, 2020
- Virtual Meetings, the New Normal April 1, 2020
- Communicating in the Age of the Pandemic April 1, 2020
- Tips for Leading the Remote Team January 1, 2020
- Some Resolutions Executives Wish You Would Make January 1, 2020
Blog Archive by Category
- Shut Up and Listen!
The number one complaint customers express about any call center representative is reps don’t listen. When asked what reps should do differently, responders say “Shut up and listen!” Listening is a critical skill for anyone in the service industry. Yet, most people are not very good listeners. People ignore, misinterpret or forget 75% of the things […]
- The Scoop to Building Relationships on the Phone
A lot of us speak quickly when we are on the phone with our customers or clients. Sometimes it is because we have so many calls in cue or because we feel pressured to get on to the next call. Whatever the case, it is a habit that can cost us business. Why? When we […]
- Listening, the Key to Your Success on the Phone
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 only about 25% of the time. When customers feel heard, they are […]
- How to Unlock Your Vocal Power
Our voice is our calling card when we conduct business on the phone. If we want to make a positive impression, our voice should communicate warmth, friendliness, sincerity and confidence. The question is how can we do it? The source of our vocal power is breathing. How deeply we inhale and how freely we exhale […]
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