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 […]
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 […]
Digital First Impressions
We have gone over making a good First Impression, but there is another area that we should cover. Making good Digital First Impressions. First impressions matter. In the past, that first impression was formed by stepping into a room and greeting a new audience. Today, things are a little different. First impressions start before you […]
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.
Rapport (Relationship) – The Essential Ingredients of Leadership Development
During leadership development, it is important to create a bond with the people being lead. It is a great way to avoid encountering hostility and resistance.
Guitarist Steve Morse on Listening
Listening Is a Lot of Detective Work Steve Morse is a guitarist best known as the founder of the Dixie Dregs; and since 1994, the guitar player of Deep Purple. He was briefly a member of Kansas in the mid 1980s. Morse’s career has encompassed rock, country, funk, jazz, classical, and fusion of these musical genres. The […]
Acknowledge – an Important Customer Service Principle
Many times, problem-solving interactions in businesses are moved directly to “the fix.” For some people, that is fine. After all, the customer approached the company to get a solution.
Good Customer Service = Good Information
Effective Customer Service means giving people good information so that they know what to do to navigate well in your place of business.
What Do You Need – Leadership Characteristics
If you lead other people (and even if you don’t), there are a number of character traits worthy of attention and development to ensure the best possible relationships with everyone.