Communications

Don’t forget to add the magic

Posted: 28th March, 2022 in Case Studies, Communications, Customer Service, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

If I had a penny for every time I heard “our policy is…” I would be a rich woman. It’s a phrase that’s said far too often. And when you really think about it, it’s very helpful.

From a customer service perspective, many of us would consider it a “trigger word” – an unfriendly and unnecessary phrase guaranteed to annoy customers.

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Quit selling and help people buy

Posted: 27th October, 2015 in Case Studies, Communications, Customer Service, Marketing Services, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

You know that feeling when you pop into a shop with the full intention of buying something. You might have even carried out research beforehand and know the specific item you wish to buy. Other times, you may know you want a particular type of product, but you are unsure which one to choose.  So, we rely on the salesperson we meet. 

Yet, we don’t always get exactly what we need.  And sometimes we don’t realise it, until it’s too late.

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Does age and experience equate to great customer service?

Posted: 29th September, 2015 in Case Studies, Communications, Customer Service, Marketing Services, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

Recently whilst giving a training course in Customer Service and Complaint Handling, a participant raised the point that sometimes experience and maturity can help when dealing with difficult situations and awkward customers.  It led to a very interesting conversation.  

Most people agreed that we are probably better equipped to deal with difficult situations if we have experienced them before.  We probably have more confidence and self-assurance the older we get too.

Looking around the room at the smiling faces of our younger audience I was reminded that this is not always the case.  So I posed the question.  Surely younger people’s open-mindedness and eagerness to learn, coupled with a dedication and motivation to please customers should not be discounted?

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Help make decisions easier for customers

Posted: 27th August, 2015 in Case Studies, Communications, Customer Service, Motivation, Personal effectiveness, Sales , Tips & Tricks, Training and mentoring

Have you ever walked into a shop or rang a company looking for advice and are left feeling more confused or unsure than you did when you first called in?  What is it that makes us feel this way?  Is it us or is it the person serving us that makes us feel even more baffled and disillusioned? 

What exactly are we looking for when we are looking for advice or buying a product or service?

As customers, we often find it hard to make decisions when seeking advice.  We need clarification, information or assurance when pursuing help to choose the right option.  So, we look to the service provider for this guidance.

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Getting out of our comfort zone, setting challenges & overcoming fears

Posted: 28th July, 2015 in Case Studies, Communications, Motivation, Personal effectiveness, PR & press, Sales , Tips & Tricks, Training and mentoring

I remember reading a quotation by Eleanor Roosevelt that said, “Do one thing every day that scares you”. The quote struck a chord with me.  Like many other people, I often find that I get caught up with the day-to-day routine.  I often stick with what I know and what I need to do. 

With busy schedules, I realise we cannot always do something new every day. However, we need to set challenges for ourselves every so often.

So it got me thinking.  How many of us get caught up with routines?  How often do we set challenges for ourselves? And when we decide on a goal, do we really move out of our comfort zone, by aiming to achieve something that is difficult but also attainable with a bit of hard work? 

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