Tips & Tricks

Take charge of unwanted interruptions

Posted: 14th July, 2021 in Customer Service, Tips & Tricks, Training and mentoring

There is nothing better than the feeling of giving to others, rather than receiving. However, as a wise man once said “You can’t drive on an empty tank”. When we give too much, we pay the price. The secret is getting the balance right.

Many of us are “givers” and have allowed ourselves to be at the beckon call of other people. We allow continuous interruptions to happen throughout our day. We don’t know how or when to say no, to the detriment of our own work.

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Don’t take things personally

Posted: 22nd June, 2021 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

Recently, I noticed a lot more front-line staff are feeling overwhelmed and stressed. Their customers are becoming exasperated and sometimes demanding, leading to more difficult conversations. 

I decided to research some useful techniques to manage these situations, when I came across a very interesting video entitled “Don’t take it personally”.

I was captivated by the short yet practical clip by a lady called Xandria Ooi; a well-known Malaysian writer, motivational speaker, TV and radio host. Ooi’s sums up her advice by giving three reasons why we should not take things personally when someone criticises, insults or gives us a backhanded compliment. Then she breaks them down one by one.

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Familiarity breeds complacency

Posted: 24th May, 2021 in Customer Service, Sales , Tips & Tricks, Training and mentoring

As a customer, how many times have you been in a situation where the salesperson or server came across a little too cocky? They lacked a sense of empathy? You felt like a number? They spouted off information without checking the details and oblivious to the fact that they could actually be making a mistake?

I am sure we all have experienced scenarios like these. One could argue these things happen. We’re human. Everyone has bad days and can make mistakes. But how many people stop, think and pay attention to what they say?

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Dealing with price early in the conversation

Posted: 15th February, 2021 in Case Studies, Sales , Tips & Tricks, Training and mentoring

When it comes to selling, how comfortable are you when asked about the price? Are you nervous or are okay with it? Do you answer straight away? Or do you deflect from the question?

Many salespeople feel a little on edge when dealing with the price. Some admit they stumble at this first hurdle and get straight into the price. Others begin by asking the customer how much they want to spend or they may defend and justify the price.

We can all relate to these situations both as buyers and sellers. And it’s fair to say many of us have been caught out by price at some stage. But it doesn’t need to be a stumbling block.

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