Frustrated? Don't call me
Have you ever been so frustrated that you were paralyzed, not knowing what you should do next? I am currently experiencing a level of frustration beyond my wildest dreams. I am feeling paralyzed, angry, scared and stupid. Stupid because I don't know what else I should be doing, since what I've been doing hasn't been getting me anywhere. I am a specialist in communications, yet I have been hitting brick walls at every turn. I've even started to feel like a professional fraud. I am a communications ...More of "Frustrated? Don't call me"
I don't know
For Christmas this year, I found one of those "Page a Day" calendars - "For Women Who Do Too Much". My husband thought this gift was not only appropriate, but very funny, too! Apparently, I try to do too much! Anyway, last week one of the pages stood out a little more than the others: The most difficult words in the English language (and the most powerful!) are:
"I don't know." I've just finished teaching quite a bit of Customer ...More of "I don't know"
Red Light...Green Light Words
I've been spending a lot of time recently with Customer Service training, whether it is face to face or over the telephone. During that training we spend some time discussing how our customers interpret different words as well as the potential impact those words have. I use a traffic light analogy. When you are communicating with another person it is like there is a series of traffic lights between you. If everything in that communication is positive and going well, it is a clear stream of green ...More of "Red Light...Green Light Words"
Want Good Service? Follow the Golden Rule
When I'm teaching any of my Customer Service series of workshops,
I almost always use a quote from Tom Peters
(In Search of Excellence, Thriving on Chaos etc. from the mid-1980's). "96% of the labour force is involved in service positions,
either internally or externally." Now when that was released, 96% was considered a very high and even controversial statistic. That was before what I call "The Customer Service Revolution." Back ...More of "Want Good Service? Follow the Golden Rule"
All Roads Lead to the Customer
I am in the middle of one of the worst customer service examples I could possibly imagine. The Christmas vacation that has been booked for eight people has just been cancelled, a mere three days prior to our scheduled departure. There are now four very upset children, four very angry adults, one very confused dog and a completely invisible vacation management company. Why is it that some people are unaware of the impact their actions cause to others? Why do other people always come up with an ...More of "All Roads Lead to the Customer"
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