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...
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?”...
Being a good listener is the most important tool anyone who works on the phone can have. The problem is that there are many times that listening is a challenge. We daydream. We get distracted by others or feel preoccupied with things in our personal lives. We feel...
Customers from Hell don’t start out as monsters. Something happens that makes them go ballistic. That “something” is often you. Customers have expectations about how they ought to be treated. If the treatment doesn’t measure up, they become agitated. To reduce your own stress and improve customer relations, take a moment to review what customers […]
Most people enjoy humor. They love to laugh. However, when it comes to the workplace, opinions vary. Some people feel it’s a good thing, others do not. Even in the camp that says humor is a good thing, a lot of folks would say, they are just not funny! Humor, if done right, can be a great tool for relating to your listeners whether face to face, on the phone or virtually.
Does this sound familiar? You pick up a call in the cue in your normal professional manner and the caller on the other end of the line explodes. The person has been in cue for ten minutes, and when he does get a live person—you, he starts ranting and raving about his delivery problem, the […]
Listening is the number one skill for success in business today. Poor listening skills make people angry and make them feel you don’t value them. They affect all relationships, especially business relationships. Most people think they are good listeners. In reality, we listen effectively only 25% of the time. In fact, most people only listen […]
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