Learn the five principles of IT customer service, plus emotional intelligence, how to deal with difficult customers, how to say "no" without alienating your customer, and stress management for IT professionals in this deck based on the one-day seminar "Customer Service, Compassion, and Computers: Making Them Work Together to Enhance Customer Relationships."
This document discusses the key aspects of providing a great customer service experience. It emphasizes that while any company can build a good product, great customer service is what keeps a business successful. It outlines several principles for achieving great customer service, including setting high standards, training employees properly, focusing on building a dedicated team rather than just hiring employees, listening to customers, and making the customer experience memorable. The overall message is that customer service should be a top priority in any business.
Life coaching helps people identify and achieve their goals in order to live a fulfilling life. Through regular sessions, a life coach works with clients to understand themselves better, set goals, and create a plan to achieve what they want in life and career. The coach acts as a partner to help clients think differently about their situation, overcome obstacles, and realize their potential so they can flourish. Coaching focuses on solutions rather than past problems and enables clients to make positive changes and get results in their life.
Read this paper to learn how to build a winning coaching program, select the right mix of coaching techniques, and measure the effectiveness of the coaching program.
7 C's of Effective Presentations & Sales SkillsTrevor Ambrose
To be an effective presenter, focus on using a conversational style by referring to your audience as "you" and "your", control the conversation by asking questions, and provide clarity by explaining the meaning and rationale behind your points. Also demonstrate your competence in the topic, keep your presentation concise by staying on topic and shortening sentences, speak with conviction by being passionate and knowing the facts, and present with confidence by thoroughly preparing and believing in what you are presenting.
The document discusses the GROW model of coaching which involves setting goals, checking current reality, exploring options, and determining the way forward. It emphasizes that coaching builds awareness, responsibility, and self-belief through transformational thinking like exploring new boundaries and dreaming big. Coaching uses the GROW model and SMART goals to help set short and long-term goals, understand the current situation, identify alternative strategies, and commit to a plan of action.
Learn the A to Z of How to Sell in Today's World - 2023
Today’s Market
Today's marketplace has changed dramatically. Buyers are more cautious and sophisticated.
The environment is competitive, challenging and constantly shifting
To grow and compete you need a new set of sales strategies and a new approach to growth.
In this high-energy workshop, we discover how to turn uncertainty into your competitive advantage. You will learn how to stay razor-like focused while remaining highly flexible, so you are prepared no matter what this marketplace does.
Sales Challenges
• Selling On-Line and Face 2 Face
• Failing to CLOSE Deals
• Inability to communicate VALUE to Buyers
• Hearing TIO - ‘think it over’ - all too often when you ask for the business
• Handling the Price Objection
Sales Modules
1. Understanding this VUCA world
2. Selling Face 2 Face
3. Prospecting & Cold Calling
4. Getting Qualified Appointments
5. Effective Telephone Techniques
6. Engaging the KDMs
7. Control with Questions and Active Listening
8. Open Questions to find the “PAIN”
9. Cross Sell & Up Sell
10. The Objection Handling System
11. Power Closes of a Champion
12. How to Motivate your way out of a Slump
13. Selling On Value and not Price
Michael Pace is a customer support and community management executive who shares information on his Twitter account @mpace101. He discusses topics like customer experience marketing, building customer loyalty over a long-term relationship, and the importance of customer retention for increasing average revenue and profitability per customer. Pace emphasizes organizing customer support to deliver value from the customer's point of view and empowering associates to act according to the company's vision of exceptional service.
This document discusses the key aspects of providing a great customer service experience. It emphasizes that while any company can build a good product, great customer service is what keeps a business successful. It outlines several principles for achieving great customer service, including setting high standards, training employees properly, focusing on building a dedicated team rather than just hiring employees, listening to customers, and making the customer experience memorable. The overall message is that customer service should be a top priority in any business.
Life coaching helps people identify and achieve their goals in order to live a fulfilling life. Through regular sessions, a life coach works with clients to understand themselves better, set goals, and create a plan to achieve what they want in life and career. The coach acts as a partner to help clients think differently about their situation, overcome obstacles, and realize their potential so they can flourish. Coaching focuses on solutions rather than past problems and enables clients to make positive changes and get results in their life.
Read this paper to learn how to build a winning coaching program, select the right mix of coaching techniques, and measure the effectiveness of the coaching program.
7 C's of Effective Presentations & Sales SkillsTrevor Ambrose
To be an effective presenter, focus on using a conversational style by referring to your audience as "you" and "your", control the conversation by asking questions, and provide clarity by explaining the meaning and rationale behind your points. Also demonstrate your competence in the topic, keep your presentation concise by staying on topic and shortening sentences, speak with conviction by being passionate and knowing the facts, and present with confidence by thoroughly preparing and believing in what you are presenting.
The document discusses the GROW model of coaching which involves setting goals, checking current reality, exploring options, and determining the way forward. It emphasizes that coaching builds awareness, responsibility, and self-belief through transformational thinking like exploring new boundaries and dreaming big. Coaching uses the GROW model and SMART goals to help set short and long-term goals, understand the current situation, identify alternative strategies, and commit to a plan of action.
Learn the A to Z of How to Sell in Today's World - 2023
Today’s Market
Today's marketplace has changed dramatically. Buyers are more cautious and sophisticated.
The environment is competitive, challenging and constantly shifting
To grow and compete you need a new set of sales strategies and a new approach to growth.
In this high-energy workshop, we discover how to turn uncertainty into your competitive advantage. You will learn how to stay razor-like focused while remaining highly flexible, so you are prepared no matter what this marketplace does.
Sales Challenges
• Selling On-Line and Face 2 Face
• Failing to CLOSE Deals
• Inability to communicate VALUE to Buyers
• Hearing TIO - ‘think it over’ - all too often when you ask for the business
• Handling the Price Objection
Sales Modules
1. Understanding this VUCA world
2. Selling Face 2 Face
3. Prospecting & Cold Calling
4. Getting Qualified Appointments
5. Effective Telephone Techniques
6. Engaging the KDMs
7. Control with Questions and Active Listening
8. Open Questions to find the “PAIN”
9. Cross Sell & Up Sell
10. The Objection Handling System
11. Power Closes of a Champion
12. How to Motivate your way out of a Slump
13. Selling On Value and not Price
Michael Pace is a customer support and community management executive who shares information on his Twitter account @mpace101. He discusses topics like customer experience marketing, building customer loyalty over a long-term relationship, and the importance of customer retention for increasing average revenue and profitability per customer. Pace emphasizes organizing customer support to deliver value from the customer's point of view and empowering associates to act according to the company's vision of exceptional service.
5 Steps Guide to Building a Customer Centric CompanyCustomericare
Many companies claim to be customer centric nowadays but very few really are. Here's a simple guide to help you be one of the few truly customer-centric companies out there.
Bonus: checklists to download, print and share (no email needed, just grab them in the slides)
This training guide provides strategies for handling difficult customers in 4 steps:
1. Listen - Allow the customer to vent without interrupting and listen carefully to understand the issue.
2. Acknowledge - Express empathy, apologize sincerely, and clarify the details of the problem.
3. Respond - Present positive solutions to the problem and ensure promises can be fulfilled to avoid further issues.
4. Thank - Express appreciation to the customer for their time, patience, and for bringing the issue to your attention. Role playing exercises demonstrate applying these techniques to customer service scenarios.
SuperStar Coaching: How to Create a High Performing TeamRick Conlow
Research shows that excellent coaching can improve employee productivity 88%. Too many managers say, "I don't have time to coach." This is an excuse. Most don't know how to do it well or focus only on poor performers. Elite performers in the Olympics for example, have coaches. Coaching is for everyone. Most people think they are performing better than they are. Most can perform significantly better than their current results. Learn a five step coaching model, why coaching works, qualities of effective coaches and more. Watch your leadership effectiveness soar.
The document provides guidance on key concepts for salespeople, including defining selling as a process to bring about desired changes in customer behavior using needs-based techniques. It discusses the salesperson's role in disturbing complacency and uncovering dissatisfaction to offer solutions. It also covers understanding customers' motivations, building rapport, asking open-ended questions, handling objections, and using trial closes to have customers consider if a product meets their needs, interests, and budget. The overall message is that sales is about understanding customers and helping products meet their needs.
Developing the Coaching Skills of Your Managers and Leaders | Webinar 06.23.15BizLibrary
What are the obligations of managers? It varies from organization to organization based upon a number of factors such as industry, culture, department, skill level of the team, etc. Regardless of the organization, at the very heart of this question lies a dilemma. In this webinar we'll discuss: why coaching skills are important, traditional coaching models and how we can improve them, emerging principles and competencies for managers and leaders, the difference between coaching and mentoring.
www.bizlibrary.com
Your Brand Studio is India's First and Only, One of its Kinds - Experiential Personal Branding Workshop that equips you with the tools that help you Discover and Communicate Your Brand
The document provides guidance on demonstrating empathy when interacting with customers. It emphasizes the importance of actively listening to customers, acknowledging their perspective through empathy statements, apologizing for any inconveniences, and setting realistic expectations. Some key tips include using words like "yes", "oh", and "I see" to show you are listening; conveying through empathy statements that you understand why the customer may be upset without agreeing or condoning their behavior; and following up empathy statements with actions to demonstrate sincerity.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
This document discusses the importance of shifting to a customer-focused mindset in sales. It identifies three common sales mindsets - transactional, product-focused, and customer-focused - and emphasizes cultivating the latter. The key to sales success is developing sales congruence by aligning one's view of selling, abilities, values, commitment to activities, and belief in the product in a customer-centric way. Achieving congruence releases achievement drive and motivation. The document provides tips for developing a positive view of selling and gauging one's current level of sales congruence.
This document outlines the agenda and content for a coaching skills workshop for managers. The workshop will address coaching fundamentals like the differences between coaching, mentoring and training. It will cover coaching principles such as learning styles and barriers. Various coaching methods like the GROW model and giving feedback will be taught. The workshop aims to provide managers with the skills to effectively coach their employees to improve performance.
Tonex offers a two-day business writing skills training course for $1,699. The course teaches effective business writing techniques and provides hands-on workshops. It covers topics like developing clear emails, reports, and executive summaries. Tonex has over 30 years of experience providing customized training to organizations. Student evaluations show a 98% satisfaction rate with their highly rated trainers. The business writing course helps professionals improve their skills in written communication.
Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefe...PeopleMetrics
This document discusses building a customer-centric culture. It introduces the 5 dimensions of a customer-centric culture: how a company hires, rewards and manages employees; how it makes decisions; how employees work together; what employees talk about; and what is expected of employees. It finds a strong relationship between customer experience, employee engagement, and culture. High-performing companies align their hiring, rewards and management practices to focus on customers.
Join CX University's Mohamed Latib and SPLICE Software's Janelle Boris as they share their expertise in creating a robust customer centric program within your organization that will increase positive customer and employee experiences.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
This document provides an overview of performance coaching. It defines coaching as a dialogue between coach and coachee to facilitate learning and change through practical actions. Performance coaching focuses specifically on improving work performance. The document outlines key aspects of coaching including how it differs from other approaches like mentoring or consulting. It also discusses the coach and coachee roles, benefits of coaching, and tools coaches can use like questioning, listening and challenge. Models for structuring coaching conversations are presented, including the GROW model which outlines setting a goal, understanding current reality, exploring options, and agreeing on actions.
Quản trị và phân tích số liệu Từ excel đến Business IntelligenceTuan Le
Trong khoảng 3 năm qua mà chúng ta được nghe loáng thoáng các từ như Big data, Data-driven marketing, Machine learning, AI…Nhưng ứng dụng trong thực tế thế nào, và DN vừa và nhỏ có triển khai được không? Mình không viết về những điều cao siêu, mà chỉ là những câu chuyện giản đơn, gần gũi về việc phân tích số liệu giúp ra quyết định trong thực tế kinh doanh tại VN để các bạn cùng tham khảo
"Số liệu là thước đo giá trị của Doanh nghiệp" “Số liệu là vàng" “Số liệu là cơ sở để ra quyết định” Những cái này chắc các bạn đã nghe quá nhiều rồi. Nhưng tóm lại thì Số liệu giúp gì cho công việc kinh doanh của tôi ?
Lời của Peter Drucker: “If you can measure it, you can’t improve it"
Còn Edward Deming “If you do not know how to ask the right question, you can discover nothing"
Cuốn sách sẽ giúp các bạn thực hiện những cách thức đơn giản và không đòi hỏi kĩ thuật cao siêu gì mà vẫn tìm ra được câu hỏi bí ẩn đằng sau các Số liệu
Ai sẽ phù hợp để đọc ebook này
Các bạn chịu trách nhiệm tăng trưởng cho SMB vừa qua được giai đoạn “sống sót", cần tìm thêm cảm hứng và ý tưởng để vươn xa
Các bạn đang kinh doanh truyền thống, mong muốn lên môi trường số để tăng trưởng bằng TMĐT.
Các bạn Digital Marketers cần tìm các ý tưởng và nguồn cảm hứng mới, thay vì quá tập trung vào Ads như hiện nay
Các bạn đang nóng lòng khởi nghiệp, cần tìm những ví dụ cụ thể để bắt tay vào làm
Nội dung cũng sẽ phù hợp nhất cho các Startup/ SMB quy mô từ 5 → 30 nhân sự, ngân sách hoạt động ở mức 500 triệu → 3 tỉ mỗi năm, và tăng trưởng dựa trên các nền tảng số (facebook, google, youtube, instagram, website, email…)
MUA SÁCH TẠI: https://a1grow.com/products/sach-quan-tri-va-phan-tich-so-lieu-tu-excel-den-business-intelligence
Instructions and examples of how a sales rep can create urgency in order to speed up a buying process and prevent the client to enter a procrastination mode.
Delivering an excellent customer service experience via one on-one interactionsDr. John V. Padua
This document discusses the importance of customer service and provides tips for effective customer service. It emphasizes that customers are the most important part of any business and the purpose of a business is to serve customers. The document then covers topics such as reasons why customers leave, handling complaints, cultivating relationships, and techniques for good customer service including listening actively and resolving issues. It stresses treating all customers with respect and focusing on meeting their needs and expectations.
If you are interested in learning to communicate better (clearly, concisely and crisply) and in learning to talk like an executive, this deck is a starter for you.
John Wooden was the legendary head basketball coach at UCLA from 1948 to 1975. He taught his players life lessons through principles like industriousness, friendship, loyalty, cooperation, enthusiasm, self-control, alertness, initiative, intentness, condition, skill, team spirit, poise, confidence, and competitive greatness. His 7-Point Creed emphasized being true to yourself, making each day your masterpiece, helping others, reading good books like the Bible, building for the future, praying daily, and giving thanks. Through these teachings, Coach Wooden led UCLA to an unprecedented 10 national championships in 12 years, including 7 in a row, cementing his status as one of the greatest coaches of all
7 Tips for Delivering a Winning Sales PresentationGnuCreations
Know how to effectively deliver a winning sales presentation. Get to the point within 5 minutes by focusing on the client's goals and challenges. Sell a vision for how you can help clients beat competitors and increase profits through stories, not data. Keep presentations short, simple and visually engaging using no more than one picture and sentence per slide. Maintain a clear agenda and structure and leave time for questions.
What to do When the Customer Isn't Right: Customer Service Training 101Don Crawley
We've all heard the expression "The customer is always right". The problem is the customer isn't always right, so what do we do to handle such situations in a way that produces a positive outcome?
This document discusses issues related to following up on patients after bariatric surgery procedures and reporting outcomes. It notes that unbiased population studies show poor results of RNY, while positive results are reported from centers performing RNY, suffering from "follow up effect" where successful patients are greeted warmly and follow up, while failed patients are tacitly sent away and not reported. It suggests now centers report only 30% follow up rates, not reporting weight regain, band erosion, or death if patients are not seen.
5 Steps Guide to Building a Customer Centric CompanyCustomericare
Many companies claim to be customer centric nowadays but very few really are. Here's a simple guide to help you be one of the few truly customer-centric companies out there.
Bonus: checklists to download, print and share (no email needed, just grab them in the slides)
This training guide provides strategies for handling difficult customers in 4 steps:
1. Listen - Allow the customer to vent without interrupting and listen carefully to understand the issue.
2. Acknowledge - Express empathy, apologize sincerely, and clarify the details of the problem.
3. Respond - Present positive solutions to the problem and ensure promises can be fulfilled to avoid further issues.
4. Thank - Express appreciation to the customer for their time, patience, and for bringing the issue to your attention. Role playing exercises demonstrate applying these techniques to customer service scenarios.
SuperStar Coaching: How to Create a High Performing TeamRick Conlow
Research shows that excellent coaching can improve employee productivity 88%. Too many managers say, "I don't have time to coach." This is an excuse. Most don't know how to do it well or focus only on poor performers. Elite performers in the Olympics for example, have coaches. Coaching is for everyone. Most people think they are performing better than they are. Most can perform significantly better than their current results. Learn a five step coaching model, why coaching works, qualities of effective coaches and more. Watch your leadership effectiveness soar.
The document provides guidance on key concepts for salespeople, including defining selling as a process to bring about desired changes in customer behavior using needs-based techniques. It discusses the salesperson's role in disturbing complacency and uncovering dissatisfaction to offer solutions. It also covers understanding customers' motivations, building rapport, asking open-ended questions, handling objections, and using trial closes to have customers consider if a product meets their needs, interests, and budget. The overall message is that sales is about understanding customers and helping products meet their needs.
Developing the Coaching Skills of Your Managers and Leaders | Webinar 06.23.15BizLibrary
What are the obligations of managers? It varies from organization to organization based upon a number of factors such as industry, culture, department, skill level of the team, etc. Regardless of the organization, at the very heart of this question lies a dilemma. In this webinar we'll discuss: why coaching skills are important, traditional coaching models and how we can improve them, emerging principles and competencies for managers and leaders, the difference between coaching and mentoring.
www.bizlibrary.com
Your Brand Studio is India's First and Only, One of its Kinds - Experiential Personal Branding Workshop that equips you with the tools that help you Discover and Communicate Your Brand
The document provides guidance on demonstrating empathy when interacting with customers. It emphasizes the importance of actively listening to customers, acknowledging their perspective through empathy statements, apologizing for any inconveniences, and setting realistic expectations. Some key tips include using words like "yes", "oh", and "I see" to show you are listening; conveying through empathy statements that you understand why the customer may be upset without agreeing or condoning their behavior; and following up empathy statements with actions to demonstrate sincerity.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
This document discusses the importance of shifting to a customer-focused mindset in sales. It identifies three common sales mindsets - transactional, product-focused, and customer-focused - and emphasizes cultivating the latter. The key to sales success is developing sales congruence by aligning one's view of selling, abilities, values, commitment to activities, and belief in the product in a customer-centric way. Achieving congruence releases achievement drive and motivation. The document provides tips for developing a positive view of selling and gauging one's current level of sales congruence.
This document outlines the agenda and content for a coaching skills workshop for managers. The workshop will address coaching fundamentals like the differences between coaching, mentoring and training. It will cover coaching principles such as learning styles and barriers. Various coaching methods like the GROW model and giving feedback will be taught. The workshop aims to provide managers with the skills to effectively coach their employees to improve performance.
Tonex offers a two-day business writing skills training course for $1,699. The course teaches effective business writing techniques and provides hands-on workshops. It covers topics like developing clear emails, reports, and executive summaries. Tonex has over 30 years of experience providing customized training to organizations. Student evaluations show a 98% satisfaction rate with their highly rated trainers. The business writing course helps professionals improve their skills in written communication.
Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefe...PeopleMetrics
This document discusses building a customer-centric culture. It introduces the 5 dimensions of a customer-centric culture: how a company hires, rewards and manages employees; how it makes decisions; how employees work together; what employees talk about; and what is expected of employees. It finds a strong relationship between customer experience, employee engagement, and culture. High-performing companies align their hiring, rewards and management practices to focus on customers.
Join CX University's Mohamed Latib and SPLICE Software's Janelle Boris as they share their expertise in creating a robust customer centric program within your organization that will increase positive customer and employee experiences.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
This document provides an overview of performance coaching. It defines coaching as a dialogue between coach and coachee to facilitate learning and change through practical actions. Performance coaching focuses specifically on improving work performance. The document outlines key aspects of coaching including how it differs from other approaches like mentoring or consulting. It also discusses the coach and coachee roles, benefits of coaching, and tools coaches can use like questioning, listening and challenge. Models for structuring coaching conversations are presented, including the GROW model which outlines setting a goal, understanding current reality, exploring options, and agreeing on actions.
Quản trị và phân tích số liệu Từ excel đến Business IntelligenceTuan Le
Trong khoảng 3 năm qua mà chúng ta được nghe loáng thoáng các từ như Big data, Data-driven marketing, Machine learning, AI…Nhưng ứng dụng trong thực tế thế nào, và DN vừa và nhỏ có triển khai được không? Mình không viết về những điều cao siêu, mà chỉ là những câu chuyện giản đơn, gần gũi về việc phân tích số liệu giúp ra quyết định trong thực tế kinh doanh tại VN để các bạn cùng tham khảo
"Số liệu là thước đo giá trị của Doanh nghiệp" “Số liệu là vàng" “Số liệu là cơ sở để ra quyết định” Những cái này chắc các bạn đã nghe quá nhiều rồi. Nhưng tóm lại thì Số liệu giúp gì cho công việc kinh doanh của tôi ?
Lời của Peter Drucker: “If you can measure it, you can’t improve it"
Còn Edward Deming “If you do not know how to ask the right question, you can discover nothing"
Cuốn sách sẽ giúp các bạn thực hiện những cách thức đơn giản và không đòi hỏi kĩ thuật cao siêu gì mà vẫn tìm ra được câu hỏi bí ẩn đằng sau các Số liệu
Ai sẽ phù hợp để đọc ebook này
Các bạn chịu trách nhiệm tăng trưởng cho SMB vừa qua được giai đoạn “sống sót", cần tìm thêm cảm hứng và ý tưởng để vươn xa
Các bạn đang kinh doanh truyền thống, mong muốn lên môi trường số để tăng trưởng bằng TMĐT.
Các bạn Digital Marketers cần tìm các ý tưởng và nguồn cảm hứng mới, thay vì quá tập trung vào Ads như hiện nay
Các bạn đang nóng lòng khởi nghiệp, cần tìm những ví dụ cụ thể để bắt tay vào làm
Nội dung cũng sẽ phù hợp nhất cho các Startup/ SMB quy mô từ 5 → 30 nhân sự, ngân sách hoạt động ở mức 500 triệu → 3 tỉ mỗi năm, và tăng trưởng dựa trên các nền tảng số (facebook, google, youtube, instagram, website, email…)
MUA SÁCH TẠI: https://a1grow.com/products/sach-quan-tri-va-phan-tich-so-lieu-tu-excel-den-business-intelligence
Instructions and examples of how a sales rep can create urgency in order to speed up a buying process and prevent the client to enter a procrastination mode.
Delivering an excellent customer service experience via one on-one interactionsDr. John V. Padua
This document discusses the importance of customer service and provides tips for effective customer service. It emphasizes that customers are the most important part of any business and the purpose of a business is to serve customers. The document then covers topics such as reasons why customers leave, handling complaints, cultivating relationships, and techniques for good customer service including listening actively and resolving issues. It stresses treating all customers with respect and focusing on meeting their needs and expectations.
If you are interested in learning to communicate better (clearly, concisely and crisply) and in learning to talk like an executive, this deck is a starter for you.
John Wooden was the legendary head basketball coach at UCLA from 1948 to 1975. He taught his players life lessons through principles like industriousness, friendship, loyalty, cooperation, enthusiasm, self-control, alertness, initiative, intentness, condition, skill, team spirit, poise, confidence, and competitive greatness. His 7-Point Creed emphasized being true to yourself, making each day your masterpiece, helping others, reading good books like the Bible, building for the future, praying daily, and giving thanks. Through these teachings, Coach Wooden led UCLA to an unprecedented 10 national championships in 12 years, including 7 in a row, cementing his status as one of the greatest coaches of all
7 Tips for Delivering a Winning Sales PresentationGnuCreations
Know how to effectively deliver a winning sales presentation. Get to the point within 5 minutes by focusing on the client's goals and challenges. Sell a vision for how you can help clients beat competitors and increase profits through stories, not data. Keep presentations short, simple and visually engaging using no more than one picture and sentence per slide. Maintain a clear agenda and structure and leave time for questions.
What to do When the Customer Isn't Right: Customer Service Training 101Don Crawley
We've all heard the expression "The customer is always right". The problem is the customer isn't always right, so what do we do to handle such situations in a way that produces a positive outcome?
This document discusses issues related to following up on patients after bariatric surgery procedures and reporting outcomes. It notes that unbiased population studies show poor results of RNY, while positive results are reported from centers performing RNY, suffering from "follow up effect" where successful patients are greeted warmly and follow up, while failed patients are tacitly sent away and not reported. It suggests now centers report only 30% follow up rates, not reporting weight regain, band erosion, or death if patients are not seen.
Leading With Heart: Incorporate Emotional Intelligence Into Your Leadership S...William DeFoore
The document discusses how leading with vision and positive emotional leadership can inspire loyalty and commitment. It explores different leadership styles and their emotional impacts, finding that styles with positive emotion resulted in better financial returns. The document then discusses theories of the triune brain and its reptilian, mammalian and neocortical parts, and how leading with both head and heart by addressing the needs of each brain region can create more effective whole-brain leadership.
The document discusses the history of understanding autism, from early definitions to current diagnostic criteria, and examines autism from neurological, clinical, and theoretical perspectives, proposing that autism involves deficiencies in social and emotional intelligence due to imagination disorders that make adapting to unfamiliar or stressful situations difficult. It also notes associated features like anxiety, routines, and dependence on caregivers, and debates classifications like Asperger syndrome.
It is a powerpoint presentation that discusses about the lesson or topic: Critical Listening and some Fallacies about Critical Listening. It also talks about the definition and different explanation about the topic: Critical Listening
The document explores the differences between soft skills and hard skills for project managers. Soft skills include communication, conflict resolution, and problem solving, which are important for managing people and relationships. Hard skills refer to technical abilities specific to an organization. While hard skills can be taught, soft skills are more difficult to measure. The nature of a project determines whether it requires more soft skills or a balance of soft and hard skills. Both skill sets are important for project managers, though soft skills may be more essential for leadership roles and achieving project goals that rely on teamwork and collaboration.
5 Ways to Listen Better — Julian TreasureSher Li Oh
This is a presentation based on the talk '5 Ways to Listen Better', originally conducted by Julian Treasure for the TED community. This set of slides was made for the School of Science and Technology, Singapore.
Self-esteem is a measure of how much you feel worthy and love yourself. Individuals with high self-esteem feel good enough without excelling at everything, are not afraid to speak their mind or admit failures, and are not devastated by failure. Insecure individuals are sensitive to criticism, withdraw socially, and often feel jealous or envious of others. Factors affecting self-esteem include the attitudes of adults towards a growing child, emotionally disastrous experiences, the status of one's social group, and one's role within the group. Tips for improving self-esteem include maintaining good hygiene, facing fears and learning from failures, avoiding negative people and thoughts, and learning to appreciate yourself without worrying
Self esteem refers to a positive overall evaluation of oneself and the feeling that one is competent and worthy. It is developed from both positive experiences like praise and success, as well as negative experiences like criticism or failure. Maintaining healthy self esteem involves pursuing accomplishments, focusing on strengths, and spending time with supportive people.
This document outlines important soft skills for employment such as honesty, teamwork, communication, positive thinking, and handling criticism well. It discusses soft skills like following rules, writing ability, attendance, common sense, appearance, completing tasks, and reading instructions. The document also emphasizes communicating effectively and being open to feedback without becoming defensive in order to improve.
This presentation is for for students, professionals and entrepreneurs to improve their soft skills. This is basic orientation in each area of soft skills. Trainers can use this presentation to build their content and span. Keep visiting the page for each area of soft skill in future.
Roi of emotional intelligence in leadershipjdjarrell
S+EI in Leadership discusses the ROI of social and emotional intelligence in leadership. It provides an overview of S+EI, including its 26 competencies across self and other awareness and management. Research shows S+EI enhances leadership skills, career advancement, and business results through increased productivity, employee engagement, customer satisfaction and profitability. Multiple organizations that implemented S+EI training and coaching programs achieved significant cost savings and ROI through reduced turnover, absenteeism and improved performance. S+EI is measurable, learnable and grounded in science, with personal benefits like better health, relationships and decision making.
This document describes several training games to engage participants at a workshop. Game 1, called "Push the Wall", teaches participants to focus on issues they can influence rather than issues outside their control. Game 2, "Don't Alaap Apna Raag", demonstrates the need for standardization and working towards a common goal. Game 3, "Sky is the Limit", shows participants they can achieve more than they initially think by pushing their limits. The document provides details on setting up and playing each game to convey the intended lessons.
This PowerPoint will walk you through important details about the human brain. This information will be useful to you as we read through Flowers for Algernon.
Teamwork involves people working together towards a common goal. It allows ordinary people to achieve extraordinary results when members create an environment where everyone can exceed their limitations. For an organization to be profitable, all members need to work together towards that shared purpose. Effective team building involves forming a group, learning to work through conflicts, developing shared norms, and ultimately high performance through cooperation, trust and good communication. Leading a team requires setting clear expectations, fostering commitment, and facilitating collaboration and creative problem solving. The benefits of teamwork include quicker solutions, improved productivity, shared workload, diverse ideas, better decision making and motivation.
The document contains a series of "icebreaker brain teasers" intended to engage readers through visual and linguistic puzzles. The teasers include spotting hidden words, counting letters, and recognizing optical illusions. The final sections provide information about a consulting firm called XONITEK that helps clients optimize business processes and leverage new technologies.
This document discusses visual puzzles and games that aim to exercise thinking. It describes ambigrams, which are words that can be read the same upside down or rotated. The document also covers designing puzzles to teach letter parts or typography concepts. Games are proposed that turn images like photos into interactive puzzles by having players find details. The goals are to design casual games for mental fitness as part of a healthy lifestyle using trends like social media and player-generated content.
The document discusses the benefits and importance of teamwork in the workplace. It notes that teamwork allows for shared workloads, building bonds between employees, increased work pace, reduced risks, learning opportunities, and mutual creativity which leads to first-rate output, job satisfaction, mutual organizational interests, and an improved overall reputation for the organization. Successful teamwork is built on trust and accountability between team members. The document provides guidelines for defining duties and expectations, setting time commitments, providing feedback and advice, and recognizing accomplishments to facilitate effective teamwork.
This document provides guidance on effective call control strategies for customer service agents. It discusses maintaining a positive attitude, properly greeting customers, projecting confidence, focusing on the customer's issue, avoiding trigger words, and determining resolutions. Specific techniques are outlined, including listening actively, asking probing questions, paraphrasing to confirm understanding, setting expectations, managing difficult customers, and eliminating dead air to keep the customer engaged and the call on track. The overall goal is to lower call handle times, improve customer satisfaction, and ensure the agent, not the customer, leads each call interaction.
This document is the first page of a 52-page self-empowerment guidebook. It includes a copyright notice and table of contents. The introduction discusses the importance of self-empowerment and lists some tips for empowering yourself, such as accepting yourself, treating failures as learning experiences, focusing on self-improvement rather than envy, and helping others to feel confident. It emphasizes that self-empowerment is a process that involves small, consistent steps over time.
The document discusses the concept of "choosing the right" and provides various definitions and examples. It defines choosing the right as having a moral code to distinguish right from wrong. It emphasizes that choosing the right may be difficult when friends encourage bad behavior. The document also discusses honesty as integral to choosing the right and lists examples of honest behaviors. It stresses considering consequences when making choices and provides ways to do good deeds for others.
The document discusses the concept of "choosing the right" and provides several definitions and examples. It defines choosing the right as having a moral code to distinguish right from wrong. It also discusses how choosing the right involves considering consequences of actions and doing good deeds. Examples of choosing the right include being honest, having good sportsmanship, showing respect, and helping others through charitable acts.
How to Win Friends & Influence People – Part 3 & 4Asad Ali
We've read and summarized the article by Dale Carnegie related to a phenomenal discussion on how to win over people by influencing one ideas to the masses.
The document discusses the importance of team building and working together. It provides tips for improving communication, boosting morale, learning strengths and weaknesses, and improving productivity through team building activities. Some key responsibilities for being a responsible citizen include being respectful, having integrity, and keeping the peace. The three main blocks to positive relationships are making assumptions, talking too much and listening too little, and jealousy. The document also discusses skills like listening, questioning, persuading, respecting, helping, sharing, and participating. It describes different personality types and how to deal with them, and provides reminders to look for ways to make others feel at ease and to treat others as you want to be treated.
Critical Thinking: An Introduction is a presentation about critical thinking. It discusses what thinking and critical thinking are, types of thinking, critical thinking standards including clarity, accuracy, precision, relevance, depth, breadth, logic and fairness. It also covers the benefits of critical thinking such as improved work performance and decision making. Barriers to critical thinking are examined like egocentrism and sociocentrism. Characteristics of a critical thinker are described as being honest, interested in others' ideas, and controlling emotions.
The document discusses consumerism and unrealistic standards of beauty promoted by marketing. It notes that having too much stuff leads to unhappiness, overspending, and debt. Competition is encouraged to boost sales, while cooperation is better for people. Most women do not feel beautiful or comfortable with their appearance due to narrow media definitions of beauty. The document encourages resisting buying into hype, speaking out against offensive messages, and focusing on inner beauty and strengths rather than physical appearance. It provides tips for using "super powers" like talents to help others, dealing with bullying, and building confidence and resilience in daughters.
This document provides qualifications and principles for success. It discusses 10 qualifications the successful person should have including vision, belief, responsibility, affirmation, commitment, setting SMART goals, planning and taking action, persistence, gratitude, and becoming a giver. It also discusses principles like having zeal, effort, commitment to the task, and wise investigation. Overall, the document emphasizes qualities like persistence, commitment, gratitude, and helping others that can help one achieve success.
Think BIG advises the reader to think positively and believe in themselves. It discusses how thinking big can help one overcome challenges like fear, excuses for failure, and negative self-talk. Specific tips include visualizing success, using empowering language, and surrounding oneself with others who think progressively. The overall message is that one becomes what they think - by thinking big about ourselves and our potential, we can achieve more.
Critical Thinking: An Introduction is a presentation about critical thinking. It discusses what thinking and critical thinking are, types of thinking, critical thinking standards including clarity, accuracy, precision, relevance, depth, breadth, logic and fairness. It also covers the benefits of critical thinking such as improved work performance and decision making. Barriers to critical thinking are examined like egocentrism and sociocentrism. Characteristics of a critical thinker are outlined.
The document provides 10 steps for coping with having a disability:
1. Get organized and find help for tasks you can't do yourself.
2. Exercise regularly in ways you're able through activities like wheelchair exercises or mental exercises.
3. Stay polite and calm when dealing with obnoxious people, and educate others about disabilities.
4. Allow yourself to grieve the changes from your disability.
5. Develop hobbies and interests to engage in for emotional well-being.
6. Seek assistance and support from disability communities and groups.
6 steps to triple your social confidence and meet new peopleAdrian Nqld Cahill
6 Steps to triple your social confidence and meet new people. Do we need to say any more? Learn a simple 6 step process to dramatically and naturally become a more sociable person.
This is like, how to win friends and influence people in 2015.
Meet men, meet women, make friends everywhere and enjoy the process. You can do this.
Demystifying Creativity: a handbook for left brainers.David Murphy
The document provides a framework for creative problem solving aimed at "left brainers". It begins by addressing common refrains from left-brainers that they are not creative. The goals are then to demystify creativity and provide a useful framework. This framework involves four steps: Define, Know, Collaborate, and Invert. Various techniques are described for each step, such as using the "five whys" to get to the root problem, gathering relevant knowledge from three categories, using a "six hat" team approach, and thinking about the problem from different perspectives. The document argues that creativity comes from structured processes and knowledge rather than being random or a "hollow exhortation".
Thank you for the summary. Here are a few thoughts:
- Focus on the key ideas and avoid directly copying text from the source. The summary should convey the essence without being a verbatim restatement.
- Keep it concise - aim for 3 sentences or less as requested. More detail was provided than needed for a high-level overview.
- Use your own words and sentence structure rather than directly paraphrasing long passages.
- Consider including only the most relevant ideas and examples rather than trying to summarize every point comprehensively. The goal is a brief high-level takeaway.
I hope these suggestions are helpful for crafting effective summaries going forward. Please let me know if you have any other questions
This presentation helps you to understand why right and positive attitude is important, how one can identify negative attitude, what are attitude changers, what is the impact of attitude. It also gives you a pledge to maintain a positive attitude. It also sums everything with a simple poem. The summation of attitude word with a full 100 score has also been shown.
Steve Jobs provided 10 golden lessons on success and life. The lessons included innovating to stay ahead as a leader, striving for excellence in all aspects, finding work you are passionate about, contributing value to others, maintaining a beginner's mindset, using technology intelligently, learning from mistakes, gaining wisdom from historical figures, making a dent in the universe with your talents, and living an authentic life true to yourself. Integrating these lessons can improve one's overall performance and life.
iCAAD London 2019 - Dufflyn Lammers - RESILIENCE GAMESiCAADEvents
RESILIENCE GAMES is an experiential workshop that creates an empowering journey guiding participants through the discovery of all four types of resilience
Critical Thinking: An Introduction is a presentation about critical thinking. It discusses what critical thinking is, types of thinking, critical thinking standards including clarity, accuracy, precision, relevance, depth, breadth, logic and fairness. It also covers the benefits of critical thinking such as improved problem solving and decision making. Barriers to critical thinking are examined like egocentrism and sociocentrism. Characteristics of a critical thinker are outlined.
This document provides guidance and questions for leaders to reflect on and improve their leadership. It discusses the importance of self-awareness, seeking feedback, learning from failures and disruptions, releasing anchors like perfectionism, and focusing outward on developing others. Leaders are encouraged to challenge themselves, evaluate their performance critically, and make progress through small actions. Regular reflection on questions like what employees experience working for the leader can help identify areas for growth. Overall it emphasizes that leadership development requires ongoing learning, humility, and courage to acknowledge shortcomings.
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New ethics review processes at the University of Bath. Presented at the 8th World Conference on Research Integrity by Filipa Vance, Head of Research Governance and Compliance at the University of Bath. June 2024, Athens
Colby Hobson: Residential Construction Leader Building a Solid Reputation Thr...dsnow9802
Colby Hobson stands out as a dynamic leader in the residential construction industry. With a solid reputation built on his exceptional communication and presentation skills, Colby has proven himself to be an excellent team player, fostering a collaborative and efficient work environment.
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Comparing Stability and Sustainability in Agile SystemsRob Healy
Copy of the presentation given at XP2024 based on a research paper.
In this paper we explain wat overwork is and the physical and mental health risks associated with it.
We then explore how overwork relates to system stability and inventory.
Finally there is a call to action for Team Leads / Scrum Masters / Managers to measure and monitor excess work for individual teams.
Org Design is a core skill to be mastered by management for any successful org change.
Org Topologies™ in its essence is a two-dimensional space with 16 distinctive boxes - atomic organizational archetypes. That space helps you to plot your current operating model by positioning individuals, departments, and teams on the map. This will give a profound understanding of the performance of your value-creating organizational ecosystem.
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During an organizational transformation, the shift is from the previous state to an improved one. In the realm of agility, I emphasize the significance of identifying polarities. This approach helps establish a clear understanding of your objectives. I have outlined 12 incremental actions to delineate your organizational strategy.
Sethurathnam Ravi: A Legacy in Finance and LeadershipAnjana Josie
Sethurathnam Ravi, also known as S Ravi, is a distinguished Chartered Accountant and former Chairman of the Bombay Stock Exchange (BSE). As the Founder and Managing Partner of Ravi Rajan & Co. LLP, he has made significant contributions to the fields of finance, banking, and corporate governance. His extensive career includes directorships in over 45 major organizations, including LIC, BHEL, and ONGC. With a passion for financial consulting and social issues, S Ravi continues to influence the industry and inspire future leaders.
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4. @doncrawley #custserv
• The Foundations of Service
• Practical Emotional Intelligence
• What to Do When the Customer Isn’t Right
• The Art of Listening Well
• Making Sure They Know You Care
• Communicating Through Email, Texting, and
Instant Messaging
• How to Say “No”
• Stress Management
The Agenda
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People will forget what you
said,
people will forget what you did,
but people will never forget
how you made them feel.
Dr. Maya Angelou
Page 9
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WIIFM?The WIIFM Factor (What’s In It For Me?)
• IT Help Desks with good customer service tend to resolve tickets
faster, thus saving budget dollars
• Having a reputation for great customer service can help protect
jobs
• Customers don’t try to solve their own problems, creating entirely
new problems.
• Customers don’t give up, thus neglecting new technologies that
could help them work better.
• They don’t bad-mouth us behind our backs. (We can help avoid
death-by-water-cooler.)
• Customers are open to learning new ways of doing things from us.
• Customers and management are more likely to be loyal to us.
• A common reason why people lose their job is because they don’t
get along well with others in the workplace.
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Think of your personal experiences
when you were receiving
customer service. On a piece of
paper, draw two columns. Label
one column Heroes and the other
column Villains. In the Heroes
column, write down your good
experiences receiving customer
service and, in the Villains column,
write down your bad experiences
receiving customer service.
8. How to Develop Deep Technical Skills
• Certifications (Take the preparation process seriously.)
• Experiment
• Buy used Cisco routers, for example, on eBay and set up a test network.
• Install VMWare, VirtualBox, or Hyper-V and experiment, explore
• Read
• Read anything and read much
• Attend training
• Commercial seminars and workshops
• Product demonstrations
• Attend conferences
• Take classes at the community college
• If you don’t want to pay the tuition or can’t afford it, see if you can
audit classes. Sometimes, you can audit a class for a greatly
reduced fee.
• Watch YouTube videos
• Meet with like-minded individuals
• Join users groups
• Find a Meetup
@doncrawley #custserv Page 11
9. Page 11
How to become more compassionate:
• Develop empathy for your fellow human beings.
• Focus on the alleviation of suffering.
• Instead of recognizing the differences between yourself and
others, focus on the similarities.
• Slow down.
• Hidden acts of kindness.
• Practice caring about those who mistreat you.
• Make all of this a daily practice.
• Do the Just Like Me exercise from Ode Magazine:
– Just like me, this person is seeking happiness in his/her life.
– Just like me, this person is trying to avoid suffering in his/her life.
– Just like me, this person has known sadness, loneliness and
despair.
– Just like me, this person is seeking to fill his/her needs.
– Just like me, this person is learning about life.`
10. Page 11
How to be More Empathetic
• Sometimes, it’s impossible to really feel what the other person is feeling.
In those situations, try to relate to how you would feel in a similar
situation or how you felt the last time you were sad, angry, jealous,
excited, or whatever emotion the other person is feeling.
How to Develop a Sense of Empathy
• Empathy is the ability to feel what another person is feeling, to see the
world through his or her eyes.
• Realize that the person you’re dealing with brings their own set of
experiences, some happy, some sad. For example:
1. Grieving the loss of a friend
2. Just got papers served
3. Needs someone to care
4. Got a call from the principal at his kid’s school with bad news
5. Just lost a job
6. Works two jobs to support her family
7. Just got a bad diagnosis from a doctor
8. Living in an abusive relationship
9. Just got out of the hospital
10. Lend a hand (be like Mitch Albom: Notice people who are hurting and try to
help.)
11. Page 11
Empathy statements that can help
diffuse emotionally charged
confrontations:
1. I understand.
2. I don’t blame you.
3. I’m sure I’d feel the same way if I were
you.
4. That’s terrible.
5. I’m going to do everything in my power
to solve this for you.
24. Page 11
“We teach our children that everyone is entitled to respect
and dignity. How pathetic it is when adults cannot abide
such as basic lesson in humanity. How unconscionable.”
--David E. Kelley (Alan Shore’s closing argument.)
To respect someone:
• We know of his/her accomplishments and/or beliefs,
therefore we make a decision to respect him/her.
To treat someone with respect:
• Treating someone with respect is not about that person, it’s
about us. It’s a reflection of how we feel about ourselves.
• Protect the relationship
• Don’t whine or complain
• Be punctual
26. Page 13
The Competency/Charisma Four Quadrant
Model
Definitions
Competency: Your technical skills and job-related
knowledge
Charisma: Your ability to understand, get along
with, and influence people
What are the roadblocks you create that prevent
you from reaching the upper-right quadrant?
What can you do today, right now, to move
toward the upper-right quadrant? Anything, no
matter how small, helps!
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Who are your customers?
• End-users
• Paying customers
• Colleagues at work
• Your boss
• People who work for you
• Customers are anyone with whom we
interact
Page 19
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• Our customers
• Our organization
• Our colleagues at work
• Ourselves
Who are the stakeholders?
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Three important points…
• Primum non no care
• Our goal is to achieve a positive
outcome for the four stakeholders
• Always be authentic
Page 21
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People are illogical, unreasonable, and self-centered.
Love them anyway.
If you do good, people will accuse you of selfish ulterior motives.
Do good anyway.
If you are successful, you will win false friends and true enemies.
Succeed anyway.
The good you do today will be forgotten tomorrow.
Do good anyway.
Honesty and frankness make you vulnerable.
Be honest and frank anyway.
The biggest men and women with the biggest ideas can be shot
down by the smallest men and women with the smallest minds.
Think big anyway.
People favor underdogs but follow only top dogs.
Fight for a few underdogs anyway.
What you spend years building may be destroyed overnight.
Build anyway.
People really need help but may attack you if you do help them.
Help people anyway.
Give the world the best you have and you'll get kicked in the
teeth.
Give the world the best you have anyway.
The Paradoxical Commandments
The Paradoxical Commandments are reprinted with the permission
of the author. (c) Copyright Kent M. Keith 1968, renewed 2001.
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For Reflection and Discussion
• When was the last time you actually worked
with the products you support?
• How have you shown compassion toward
others in the past week?
• When are you most compassionate? Least
compassionate?
• Can you be compassionate toward someone
you don’t like or respect?
• What can you do to be a better listener?
Page 23
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• Practice Compassion and Respect
• Practice Listening
• Forgive
• Seek to Understand
• What is Your Level of Competency and
Charisma?
• Take Action
• Be Early
To-Dos
Pages 24 & 25
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Module Two
“Never make major decisions while you’re experiencing emotional
extremes, either high or low.”
--Michael J. Costello
Practical Emotional Intelligence
Page 27
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• Ability to recognize emotions in
yourself and others
• Ability to respond appropriately to
emotions
• Ability to control your own emotions
• Ability to influence a desired
emotional response in others
The four characteristics
Page 27
36. Page 28
Start the process of
recognizing emotions
in others by being
aware. A good place to
start is facial
expressions.
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Recognizing Your Own Emotions
• Recognize emotions as soon as they
materialize. Express them assertively,
but not aggressively.
• Ask yourself throughout the day, “How
am I feeling right now?” Keep a
journal.
• Take ownership of your emotions.
Page 28
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How to Manage Your Own Emotions
Page 29
• Be aware of your emotions
• Be aware of your body
• Notice connection between emotions and behavior
• Don’t judge your emotions
• Watch for repeating patterns
• Be intentional
• Be intentional about influences
• Take ownership of your emotions
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• Work on mastering your own
emotions
• Show sincere empathy
• Take time with responses
• Think about long-term best interest
• Learn to maintain your calm
How to Influence the Emotions of
Others
Page 30
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Think of past times when your responses to emotions in others
have been ineffective
Student Exercise, Part 1
Page 31
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Think of ways you can make your responses to emotions in others
more effective in the future
Student Exercise, Part 2
Page 32
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An Amygdala Hijack
Page 33
Characteristics of an
amygdala hijack (a term
coined by Daniel Goleman):
• Strong emotional reaction
• Rapid onset
• Later, you ask “What was I
thinking?” (or others ask
that of you!)
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Management of feeling to create a publicly
observable facial and bodily display
--Sociologist Arlie Hochshield
(Putting on your game face.)
Emotional Labor
Page 34
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In the early 1990s, Italian neuroscientist Giacomo Rizzolatti, MD, along with colleagues
at the University of Parma in Italy, noticed that individual neurons in the brains of
Macaque monkeys fired both when a monkey grabbed an object as well as when a
monkey observed that action by another monkey. They conducted a research study,
which was published in 1992, in which they found that individual neurons would only
fire in response to very specific actions. For example, if a researcher were to pick up a
peanut, a specific mirror neuron in the monkey’s brain would fire. If the researcher,
however, put the peanut in his mouth, a different mirror neuron would fire in the
monkey’s brain.
How does this relate to humans? fMRI studies of human brains show similar responses
to the experiences with the monkeys. In a study at the University of Groningen in the
Netherlands, researchers observed that similar areas of the brain became active when
participants were touched on the leg or when they observed someone being touched
on the leg.
Experimental Brain Research (Vol. 91, No. 1, pages 176-180)
Neuron (Vol. 42, No. 2, pages 335-346)
The science behind social intelligence
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When you encounter an emotionally-
charged situation
• Red means stop
• Yellow means think
about possible
responses
• Green means choose
the best one
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A regular practice of
mindfulness meditation
can help you develop an
abiding sense of calm.
When you meditate,
close your eyes and focus
on nothing but your
breathing.
Even doing it for a few
minutes a day will help.
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When we’re calm, we make better
decisions. Not only that, our calm
demeanor has a calming effect on those
around us.
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5 Steps to Managing Your Emotions
1. Wait to react
2. Believe in something bigger than
yourself
3. Put things in perspective: See a bigger
picture
4. Breathe
5. Forgive
Page 40
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For Reflection and Discussion
• When have you let your emotions control
your actions to your detriment?
• When have you felt proud of your ability to
maintain your composure?
• Are there times when it’s appropriate to let
your emotions dictate actions?
• Ever misjudged another’s emotional
state?
Page 41
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To-Dos
• Reflect on when you’ve reacted poorly to
others emotions. Write down better ways
to react in the future.
• The next time you feel yourself getting
emotional (anger or sadness, for example)
try to remember to pause before you react
• Try meditation for 8 days.
• Try yoga for 6 days.
Page 41
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Module Three:
“Clever men are impressed in their differences from their fellows. Wise
men are conscious of their resemblance to them.”
R.H. Tawney
What to do When the Customer Isn’t Right
Page 41
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• Maxim of Quality
• Maxim of Quantity
• Maxim of Relation
• Maxim of Manner
Gricean Maxims
Page 45
Created by Professor Paul Grice
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Maxim of Quality
• Do not say what you believe to be false.
• Do not say that for which you lack adequate evidence.
Maxim of Quantity
• Make your contribution as informative as is required (for the current purposes of the exchange).
• Do not make your contribution more informative than is required.
Maxim of Relation
• Be relevant.
• With respect to this maxim, Grice writes, "Though the maxim itself is terse, its formulation conceals a number of problems that exercise me a good
deal: questions about what different kinds and focuses of relevance there may be, how these shift in the course of a talk exchange, how to allow for
the fact that subjects of conversations are legitimately changed, and so on. I find the treatment of such questions exceedingly difficult, and I hope
to revert to them in later work."[1]
Maxim of Manner
• Avoid obscurity of expression.
• Avoid ambiguity.
• Be brief (avoid unnecessary prolixity (verbosity).
• Be orderly.
Gricean Maxims
Created by Professor Paul Grice
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First Steps When Someone is Angry
• Listen with empathy
• Apologize when necessary
• Headline (Tell what you’re going to
do.)
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• Pause and keep calm
• Don’t try to reason while they’re
angry
• Express empathy
Three Tips for Dealing with an Angry
Person
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• Respond quickly
• Adopt a can-do
attitude and
willingness to go
the extra mile for
the customer
• Positive attitude
How Responsive Are You?
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• Dependable and
reliable service
• Responsiveness
• Competence
• Empathy
• Professionalism
What customers Really Want
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If it’s a problem for the company (or even potentially
a problem), you need to be concerned about it.
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• Dude
• Bud
• Honey
• Sweetie
• Buddy
• Pal
• Son
• Young man
• Young lady
• Hoss
• Bro
Terms of non-endearment…
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Don’t get hung up on this rule. It’s a good rule.
It’s more important to be passionate and
enthusiastic about the products and services
you offer and possess a powerful desire to care
for your customer.
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Flow for Handling customer Calls
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Always get a callback number, just in case.
Sometimes, it helps to explain the process.
Watch the video:
https://youtu.be/OiC4gUa3xak
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Dealing with Difficult Customers
• Most people are fundamentally
reasonable
• People get angry because some part
of our core service has failed (or is
perceived to have failed)
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Why Situations Go Wrong
• We seem like we don’t care
• We don’t listen (or we didn’t listen)
• We let the customer upset us
• We use the wrong words
• We focus on ourselves instead of
seeing it from the customer’s point of
view
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When You Make a Mistake
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Admit it as soon as possible.
Be prepared to put in extra
time to fix it.
Do NOT try to hide it!
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Be careful about the use of jargon
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Watch the Retro Encabulator video: https://youtu.be/RXJKdh1KZ0w
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For Reflection and Discussion
• Have you ever gotten disconnected?
• Did you ever receive support for the
wrong version?
• Did a support person ever end a
session without confirming
resolution?
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To-Dos
• Set up a test lab with the software or
hardware you support
• Work on self-monitoring your conversations
to ensure you’re practicing the Gricean
maxims for cooperative conversations.
• Work on self-monitoring your customer
calls and visits to ensure you’re including all
six steps.
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Module Four:
“Most people do not listen with the intent to understand; they listen
with the intent to reply.”
--Stephen R. Covey
The Art of Listening Well
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How to Achieve Empathic Listening
• Be patient
• Talk less and listen more
• Listen with the intent to
understand, not just respond
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Courageous enough to listen
“Courage is what it takes to stand up
and speak; courage is also what it
takes to sit down and listen.”
--Winston Churchill
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For Reflection and Discussion
• Have you ever been talking with
someone who was texting or
Facebooking?
• How would you listen differently to
someone if you wanted to truly
understand that person?
• Has anyone ever finished sentences for
you?
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To-Dos
• Truly listen to a friend who feels differently
from you on an important issue
• Ask someone close to you how their day
was and really listen to their response
• The next time someone wants to talk with
you, stop what you’re doing and really
listen
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Module Five:
“People don’t care how much you know until
they know how much you care.”
Rev. Dr. Martin Luther King, Jr.
Making Sure They Know You Care
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• Deep technical mastery
• Compassion
• Empathy
• Treating our customers with dignity
and respect
• Being a good listener
How to show we care
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1. Be on time
2. Be polite
3. Dress professionally
4. Carry yourself with confidence
5. Be a good listener
6. Follow through
7. Clean up after yourself
8. Do good
8 Ways to Show You Care
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The 7-38-55 Rule
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7%
38%
55%
Words
Tone of
Voice
Body
Language
(Non-
Verbals)
When conveying
feelings or attitudes…
Mehrabian, Albert (1971). Silent Messages (1st ed.). Belmont, CA: Wadsworth
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The 7%-38%-55% Rule
In communication in general…
Ensure that your body language and
tone-of-voice are consistent with the
words you say
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Do people think you’re rude, even when you’re trying
to be helpful? Maybe you’re too “strictly business”.
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• Include a courtesy greeting and
closing in your emails.
• Add a signature.
• When you’re on the phone or in
face-to-face situations, smile!
Ways to lighten up
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• Review your past emails
• Review your phone calls
• Conduct a survey
• Ask a trusted friend or colleague
• Ask your boss
How to Learn How Others Perceive You
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For Reflection and Discussion
• Have you ever dealt with someone
who was strictly business?
• How might negative thoughts affect
other aspects of your life?
• Has anyone ever tried to be funny with
you and failed?
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1. Descriptive subject lines
2. Personalize
3. Re-read the customer’s original email
4. Never assume a level of knowledge
5. Anticipate related issues
6. Bullet-point your response
7. Number your instructions
8. Use proper grammar and spelling
9. Proofread
10. Use emoticons (but don’t go overboard)
11. Include your contact info
12. When emailing to a group, use BCC unless it’s necessary for all
group members to communicate with one another
12 Rules for Email Communication
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Which is wrong?
1. Your very good at grammar.
2. Your parents are coming for a
visit.
3. You’re expected to be on time.
4. Your car needs an oil change.
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Which is right?
1. Me and Ellie are going out tonight?
2. Justin is cooking dinner tonight for
you and I.
3. Sara and I went to the art gallery
today.
4. Dane and me are two of a kind.
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Which is wrong?
1. Their car broke down on the
highway.
2. Their going to buy a new car.
3. That’s their car over there.
4. They’re not very happy with that
car.
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• Your and You’re
• There, Their, and They’re
• Accept and Except
• Affect and Effect
• All right or Alright?
• Assure, Ensure, or Insure?
• I or Me?
• Its or It’s?
Commonly Misused and Abused Words and Phrases
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Communic8ing via Texting
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• Know who is on the other end
• Text transmissions are not 100% reliable
• Texting can be expensive
• Texting is great for short messages
• To let someone know you’re on the way or delayed
• To set up a meeting time
• To check on availability for a phone call or meeting
• To ask quick questions requiring short answers
• To send a quick update
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Communicating via Chat
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1. Introduce yourself and include your contact info at the beginning of
the session
2. As with texting, think short.
3. Be careful what you write. Anything you say can be saved and
circulated.
4. Give the other person time to respond.
5. Keep it light and professional. Avoid criticizing in IM/chat.
6. Be careful about using common chat and texting abbreviations.
7. Use emoticons to convey emotion, but don’t go overboard.
8. Write your chat messages in a professional manner.
9. Use an away message when you have stepped away from your desk.
127. @doncrawley #custserv
For Reflection and Discussion
• Is your method of communication appropriate for
everyone?
• Recall the last time you tried to find contact information
for a business or a person, but couldn’t find it anywhere
• Ever dealt with a support rep who assumed you had a
particular level of knowledge?
• Ever dealt with a support rep who was too casual for a
business setting?
• Think about your own pet peeves that may not
bother other people and vice versa
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To-Dos
• Create a customized email signature
for yourself
• Review past communication looking for
grammar and spelling errors
• Ask a colleague to review your past
communication
• Review the section on common errors
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Module Seven:
“Good judgment comes from experience, and experience—well, that
comes from poor judgment.”
--Aesop
How to Say “No” Without Alienating
Your Customer
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How to Say “No” Without Alienating Your Customer
• Realize that the word “no” is, by its nature
negative
• Offer an alternative, never leave the customer
feeling neglected
• Explain why you have to say no
• Offer to escalate
• Try to understand the business reason(s)
behind the request
• Offer an empathetic word or phrase
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When to Say “No”
• Do you have time to complete the request?
• Does your schedule allow for a custom solution?
• Do you have the resources?
• Are you qualified?
• Do you have the authority?
• Are you authorized to abandon policies?
• Is the request within your scope of
responsibility?
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Considerations Before Saying “No”
• Who is making the request?
• Do you fully understand the request?
• Evaluate the request
• Craft your answer
• Offer your explanation
• Be proactive
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• Has anyone ever told you “no”
without offering an explanation or
alternative?
• What about when you were offered
an explanation or alternative. How
did you feel then?
For Reflection and Discussion
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• Think about when you’ve had to say no.
What were some possible alternatives or
workarounds?
• What are some of the language choices you
could make to soften your response?
• What might you do in the future to prevent
a customer from feeling like you left him or
her hanging?
To-Dos
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Intensity vs. Duration
• Distress (Usually Bad)
– Low intensity, high
duration
– Relationship problems
– Financial problems
– Family problems
– Job problems
• Eustress (Usually good)
– High intensity, low duration
– Preparing for a test or
athletic event
– Preparing to give a speech
– Narrowly averting an
accident
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The Senness Stress
Management Equation
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A: Stress Activators
B: Personal Beliefs and/or Behaviors
C: Personal Consequences
141. @doncrawley #custserv
Personal Belief Set A
• It’s a black and white world
• You’re either with me or
you’re against me
• You’ve got to stand your
ground, no matter what
• Other people need to
understand where I’m
coming from
Personal Belief Set B
• The world is comprised of
varying shades of gray
• You and I may not agree on
everything. We both understand
that there are often several
correct paths to a destination
• As we receive new information,
sometimes a course correction is
necessary
• Seek first to understand, then to
be understood
Personal Beliefs
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Personal Behavior Set A
• Get in your face and tell you
what I think
• Work long hours and be a
martyr
• Gossip
• Agree to everything, but do
nothing
• Make arbitrary decisions
Personal Behavior Set B
• Respectfully say you disagree
• Document and discuss
• Inform yourself and stop gossip
and innuendo
• Respectfully discuss
issues
• Ask for help in deciding
what to cut
Personal Behaviors
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Grant me the serenity
to accept the things I cannot change;
courage to change the things I can;
and wisdom to know the difference.
The Serenity Prayer
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Dealing with Stress
• Identify what’s within your control and what’s not. Deal with what is and let go of what’s not.
• Go into another room or even the bathroom or closet if you just need to get away for a few minutes.
• Rinse your face with cool water.
• Walk around the building or the block.
• Push back from your desk. Do shoulder rolls, head rolls, and ankle rolls.
• Close your eyes and breathe deeply.
• Unload on your spouse or a close friend (but avoid unloading about work
problems at work)
• Laugh
• Find a distraction (join a group, play music, take a class)
• Are you too focused on your own problems?
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Check Your Posture
Page 92
Sitting up straight gives you
more energy and stamina.
Notice the organist’s back is as
straight as an arrow. This
allows her to play in rehearsals
and performances for 12-14
hours per day.
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Freedom and Liberty
• You have the freedom to choose your
response to any situation
– (Freedom is a condition of the mind; liberty
is a condition of the environment.)
• Focus on things within your control
• Change your vocabulary from “If I only
had…” to “I can be…”
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The Importance of Breathing
• We normally breathe in short, shallow
breaths
• When you feel stress creeping up on you,
stop and take some deep breaths
• Try controlled breathing.
– Breathe in to a count of five
– Breathe out to a count of five
– Repeat
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Get Out of Stress Free Card
• On a blank 3 x 5 card or sheet of paper,
list:
– Things that make you happy
– Things that make you peaceful
– Pictures of people, places, and things that
bring you joy
• Keep it in your desk and when things
get stressful, take it out and look at it
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Watch Your Diet
Focus on fruits, vegetables, whole grains, and fish.
Avoid soft drinks, sugar, caffeine, fat, and processed foods.
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For Reflection and Discussion
• What causes you stress? What can you do
about it?
• Read and study about people who are
worse off than you.
• Look for models and mentors who don’t
seem to be affected by stress.
• Find ways to accept the things you
can’t control.
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To-Dos
• Create a Get Out of Stress Free card
• Journal your diet
• Enroll in a yoga class, a meditation class, or
an exercise class
• Go for a walk in a park
• Volunteer at a homeless shelter
• Mentor a high school kid
• Listen to calming music
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People will forget what you said,
people will forget what you did,
but people will never forget how
you made them feel.
Dr. Maya Angelou
154. @doncrawley #custserv
For more info…
• www.doncrawley.com
• www.doncrawley.com/facebook
• www.doncrawley.com/videos
• www.doncrawley.com/books
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