In the old days, managers saw their direct reports daily. They may even have eaten lunch with them or been on the same company bowling team. However, today, managers often oversee people around the globe, in places as far away as India, Kuwait or Korea. The days of...
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,...
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...
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...
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...
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....
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...
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...
Do people ask you to repeat a lot? Do they tell you to slow down? If so, you are a fast talker. It might be alright to be a fast talker at home or with friends and family, but it is definitely not okay on the job, especially if your primary communication with others is […]
When that great opportunity finally comes along to make a presentation to a potential dream client, you want to be successful with a winning presentation. 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 demonstrate that your […]
Do you speak too fast? Does everyone tell you to slow down? Do you also have a lot of “filler” or “crutch” words? Inevitably, if you speak quickly, there will be lots of “ums, ahs and you knows.” If this is you, don’t ignore this issue. It is not okay to speak quickly. Listeners want to digest what you say, formulate their questions and maybe even take notes. It is important to speak at a rate people find comfortable.
Just as competitive athletes visualize the outcome of their performance before the game begins, it makes a lot of sense for you to do the same thing. Never go into a meeting with only a vague idea of what you want to accomplish. Know ahead what you want people to think or do differently after your meeting. Being unfocused wastes time and leads to disappointing results. With clarity about your objective, you can align your goals and discussion points with what is important to them.
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