Soft Skills and Hard Dollars
Do we really need soft skills training? The answer is yes. We all could use improvement with these attributes.
Walk-In Customer Service
Has your business thought about its walk-in customer service? Clients walk into businesses. Whether it is in a store, a doctor’s office, an insurance company, or even a communications skills training company—customers enter, conduct business, and then leave. The real level of service is found, not in how the providing staff solves problems. Service, on […]
Customer Service 101 (Part 2)
Customer Service 101. Serving people is not always easy. In fact, it’s a great challenge. Yet, in the final analysis, the customer is the most important person to a business. Why? Because that customer, spending money, helps to ensure that each job at the business is kept (and perhaps more will be created). After all, when […]
Customer Service Questions: Ask the Right Ones
I called my wireless service provider and spent 45 minutes on hold waiting to speak to a supervisor. I wish that statement above was the setup to a joke with a feisty and funny punchline. But it’s not. It’s part of a phone call that took up much of my Tuesday afternoon. When I finally […]
It’s an “Inside Job” — Internal Customer Service
What is Internal Customer Service? You are valuable and so are your coworkers. You all deserve to be in a positive work environment, where people are treated with respect.
Angry Customers: Steps Customer Service Can Take With Aggressive Calls
How to deal with Angry Customers: 3 steps Customer Service representatives can Take To Deal With aggressive calls. Frustration happens to everyone.
Our Customer Service Policy (Oh No!)
Should your business’s policies always be applied, in all cases, for all customers? Only company leadership can decide that. The most important thing when making business decisions is putting yourself in the customer’s position. Determine if these policieswill invite people to return, buy more, and become fans; or drive customers away to seek other providers. […]
Carl Palmer on Listening
The Quieter You Are, the More You Will Hear Carl Palmer is one of the most respected rock drummers to emerge from Great Britain in the 1960s. He is a veteran of Emerson, Lake & Palmer, and Asia. Listening is what the world is all about. We listen to people cry out for help, to […]
Jordan Rudess on Listening
At Improving Communications, we ask professional musicians to tell us about their “money maker;” their ability to listen and interact well with others. We ask these gifted artists to teach us more about listening so that in business, we can use similar practices to be more successful. Below is what Jordan Rudess had to say […]