Rude Business Phone Antics
What is proper Business Phone Behavior? Have you ever made a phone call to a business and gotten the answer, “So-and-so isn’t here right now. Can you call back in 15 minutes?” Do you find anything wrong with that? In a tennis game, when a player hits the ball, the second player hits it […]
Happy New Year from the People at Improving Communications
Well lookie here… the Earth has revolved around the Sun once again! Three hundred sixty-five days have elapsed (or as the cast in the musical Rent would sing, “525,600 Minutes”). A year is a good marker for progress made. Once it’s completed, it all starts again. Happy New Year. Two thousand seventeen has been Improving Communications’ best year yet. We owe […]
Listening: One Cohesive Unit (Rod Morgenstein)
NOTE: As you read, apply Rod Morgenstein’s message of listening to your profession by substituting the discussion of “music” with “work,” and terms related to “musician” with “colleague.” Listening is the practice of being in the moment, in touch with my surroundings, and fully aware that I am part of a creative process that involves […]
ME First! ME First!
Me first? A service professional has to care about the experience of the customer and work at enhancing it.
Nick Beggs on Listening
Nick Beggs is an English musician, noted for playing the bass guitar and the Chapman Stick. He is a member of Kajagoogoo and formerly Iona and Ellis, Beggs, & Howard. Nick has worked through the years with Steve Hackett and Steven Wilson. His current project is The Mute Gods. Listening Means Understanding Relationships There are […]
Emotional Intelligence
What do selling superstars excellent customer service agents brilliant leaders have in common? Emotional Intelligence (EI) is the ability to perceive, assess and positively influence one’s own and other people’s emotions. Emotions are habits, as old as the user. EI Includes: Self-awareness – knowing your own feelings. Managing emotions – despite fear or anger. Self-starting […]
Customer Exit – Customer Service for the “Goodbye”
Sending away a happy customer, with a pleasant “goodbye” and a promise of future business, needs to be a priority.
What Is a “Bad Attitude”?
Attitude – noun Etymology: French, from Italian attitudine, literally, aptitude, from Late Latin aptitudin-, aptitudo fitness; a mental position with regard to a fact or state; a feeling or emotion toward a fact or state Have you ever eaten in a restaurant and realized along the way that your server had a bad attitude? It is not […]
Making A Great First Impression
A first impression takes only seconds to form, and can be very difficult to change. Most importantly, that first interaction will set the tone for any opinion or relationship that may follow. Be prepared.