- Service Has a Feeling
People who rave about the service they receive from an organization expect more than the resolution of a problem. They want to “feel” valued as a customer and to be given special treatment. For customers to conclude the service has been excellent, phone reps need to focus on conveying warmth and concern, in addition to […]
- Here’s How to Leave a Killer Voicemail
In today’s business world, it is almost a rarity when people answer their phone. Mostly, we reach people’s voicemails. This is extremely frustrating for those of us who need information or want answers. What compounds the issue is that when we leave a voicemail, people seem to ignore it. The original design for voicemail was […]
- It’s Ok to Say “No,” But It’s How You Say It That Matters
Saying “No” to a customer is difficult. If it is done in the wrong manner, it can mean escalating a problem or even losing a customer. There are two things to consider before you do say “no” – why and how. Why Are You Saying “No” Before “no” escapes from your lips, examine why saying […]
- Who Do You Trust?
Trust and credibility is essential for anyone selling an idea. To insure that people believe your words, make sure that the tone of your voice is not an issue – that it supports and matches the words you are saying. It is your best tool for persuasion.
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