Summarize your Understanding
Gain Trust with Powerful Paraphrasing Techniques
Here’s an easy way to gain trust and influence with others – especially customers. As you would normally, ask the person questions to identify their needs. Then PROVE that you understand them by paraphrasing what they’ve said. For example, you might say to a customer, “Let me make sure I understand you. What you’re looking for is…” By summarizing, you demonstrate to the customer that no one else understands them quite as well as you. That gives you an instant competitive advantage – without costing you a cent!
Customer Service Training 3 Simple Steps
3 Steps to Improve Your Team's Skills to Grow your Business
In this video, I share a powerful customer service tool designed to help grow your business sustainably over the long term. One of the biggest challenges in training is that it often feels like a one-off event.
Catastophize and Take Responsibility
Turn Conflicts into Conversations: Admitting Mistakes Effectively
When you need to tell someone about a problem that could have been avoided, here’s a way to ease the pain for everyone. BEFORE you explain what happened, admit up-front how serious it is, that the other person has every right to be angry, and that you are accepting full responsibility. THEN, explain the problem. This approach often prevents the other person from over-reacting because they don’t feel obligated to point-out the ramifications or who’s to blame. You’ve already done that for them.
Team Building: How fancy meals can backfire vs. what actually works
Why Traditional Team Building Fails and What Actually Works
In this video, I discuss a common approach to team building that often proves counterproductive, and I share a more effective strategy to foster a cooperative, motivated, and content team. To build a truly cohesive team, prioritize shared goals and customer experience. Teamwork will follow as a natural byproduct.
Embracing Your Critics
How to Navigate Disagreements with Customers or Coworkers
When you disagree with a customer or co-worker, consider using the “feel, felt, found” formula, created by Ron Willingham. The way it works is that you respond to the other person’s opinion with, “I know how you feel, I felt the same way. And then what I found was… (then explain how you arrived at your conclusion).” “Feel, felt, found” enables you to redirect another person without harming their pride.
Start your Day Strong: Motivation Tip for a Positive Mindset
How to Work Smarter by simply Tweaking your To-Do List
In this video, I'll explain that focusing on the most impactful tasks at the beginning of your day, you set a positive tone for the rest of your day and ensure that you’re making meaningful progress.
Sales Technique that Backfires – Trying to Beat the Competition
Badmouthing the competition doesn’t increase sales. Instead, use this selling technique when referring to your competitors.
There are plenty more valuable tips waiting for you on my YouTube channel, click to subscribe
Say this to Sound more Helpful to Customers and Coworkers
Maximize your Impact at Work with Effective Communication
I’m just going to say it – I doubt you’re getting the credit you deserve at work. The reason, as I point out in my Trusted Advisor Customer Service seminars , is often work happens behind the scenes; beyond the view of customers and coworkers. That’s why the words you choose when actually talking with people at work has such an impact in their impressions of you.
Contrast for example, when a customer asks to speak with someone who isn’t available. A common response: “I’ll have to take a message”. A more impactful response: “I’ll be happy to take a message.” If you were the customer, which employee would you say provides better service and has a better attitude? It’s amazing how simply changing one word when communicating can have such an effect on customer perceptions.
How about you and your team? Could they use a refresh in their customer communication skills? Let me know if I can assist.
Written By Jeff Mowatt (original content – not AI generated)
Handling Angry Customers
How to Prevent an angry customer from becoming abusive
How to strengthen customer loyalty and prevent customers from becoming angry when mistakes happen. In this video, Jeff Mowatt shares a valuable tip for handling angry customers by considering what's at stake. Using a real-life example, he illustrates how a fast food restaurant's short-sighted approach to a customer complaint escalated into a national headline.
Which of these 2 Phone Greetings will Make the Sale?
Boost Customer Satisfaction with Effective Phone Techniques
Quick – when phoning a company, which of these two organizations would you prefer to do business with? The first one answers: “ABC Auto.” The second answers, “Thank you for calling XYZ Auto, this is Dale.” If you’re like most customers, the second company gets your business. Three reasons for the second greeting being more impactful:
- The person answering volunteered their name, indicating transparency – like they are OK being held accountable. They aren’t hiding.
- The second greeting did not add the word, ‘speaking’’ after their name. We want callers to remember our name and be encouraged to volunteer theirs. Since people remember the word spoken last, we want that word to be our name, not ‘speaking’.
- For the same reason, we don’t bother adding the useless, “How can I help you?” The caller will state why they’re calling if we let them. And we’ll have more positive energy with our greeting when it’s shorter - especially when we have to say it repeatedly.
Bottom line: when employees are trained on how to properly answer the phone, there’s a good chance in your customers’ minds, your employees are also trained to solve their problems. So simply providing some fundamentals on telephone communications creates an easy competitive advantage. How about your team - could they use a tune-up with customer communications? Let me know if I can assist.