How to Mold Outstanding Reps
Nobody is born as a peak performer. Just ask Serena Williams or Simone Biles. They achieve excellence by being coached and by practicing. They never accept that they are “good enough.” They strive to get better. To coach peak performance in a call center environment,...
Motivating Your Team is Everything
Success in today’s pressure-cooker workplace depends on high functioning teams. The question that befuddles many managers and supervisors today is how to motivate their inside sales or customer service teams to exceed customer expectations. Three key elements seem to...
Tips for Motivating Your Team
Success in today’s pressure-cooker workplace depends on high functioning teams. The question that befuddles many managers and supervisors today is how to motivate their inside sales or customer service teams to exceed customer expectations. Three key elements seem to...
The ABC’s of Coaching Peak Performers
Nobody is born a peak performer. Just ask any professional athlete. They achieve excellence by being coached and by practicing. They never accept that they are “good enough.” They strive to get better. To coach peak performance in a call center environment, the...
Feedback—What Are the Problems
George Bernard Shaw said the problem with communication is the illusion that what has been said has been understood and accepted. People are often given “suggestions” on how to do their jobs faster, better, or cheaper. Yet, many of those suggestions fall on deaf ears....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...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 Storyteller’s Checklist
People are moved by their heads and their hearts. Data alone won’t convince people. Knowing this, many companies have adapted a storytelling approach with their customers. An engaging story helps to deepen the human connection and increase the likelihood of ideas being remembered. It also distinguishes the presenter from others. If your company has embraced this approach, the Storyteller’s Checklist will ensure your success.
- 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. Another way is to allow your spontaneous sense of humor and playfulness to surface during the conversation. Finally, connection also comes from being observant and using the person’s name.
- 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.
- Intentional Listening: A must for Salespeople
Strong listening skills are a must. Customers judge people who are trying to sell their ideas or services on the phone by how well they pay attention to them. They expect phone reps to find solutions to their business issues and to anticipate their ever- growing needs, and that is no small order. “Listen to […]
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