To Succeed more you need to fail more!

attitude January 27th, 2008

When I first heard the words “In order to succeed more, you need to fail more” I did’nt get it?
Now I am beginning to understand that people who succeed are the people who have learnt the most through failure.
If you do not ever fail, then your goals are not nearly ambitious enough. If you do not come across new challenges on a regular basis, your abilities and effectiveness will become stale and weak. read more.

Training is an event, Learning is a process.

attitude January 27th, 2008

We rarely learn anything, beyond a fact or morsel of knowledge in an event or moment in time. Real useful learning comes from a process of doing, trying, experiencing and applying. Despite this fact we continue to seek the “event” that will transform our performance. Remarkable learners consider the event the spark for, rather than the completion of, the learning. read more

Customer service ABC’s

attitude January 11th, 2008

What makes for outstanding customer service in your business? Follow some of these alphabetical tips to provide high quality service, along with a dash of fun for customers. read more.

Customer service training – Dealing with complaints – face to face.

attitude January 4th, 2008

Next time you find yourself face to face with a complaining customer, you might like to try these simple techniques

1. Make immediate eye contact and give the customer your full undivided attention.

2. Speak calmly, slowly and show sincere care and consideration.

3. Use the persons name often and personalise the communication by using the words I instead of we, I understand how you must feel at this point.

4. Listen actively, nod often and show empathy.

5. Ask questions to confirm what is being said.

6. Ensure you hear the customer out completely before offering a solution.

7. Offer the solution that is in the customers favour, remembering that your most important goal is to preserve the business relationship.

8. If the solution is not satisfactory to the customer, then ask what is it that you can do for them that is fair for the both of you.

9. Follow up to see that any arrangements have been made.

10. Thank the customer for the opportunity to solve their complaint.

Do You Make These Ten Management Mistakes?

attitude December 23rd, 2007

I have often said that making mistakes is a good thing providing you don’t make the same mistake twice. Most managers find themselves spending 80% or more of their time “reacting” to business events and very little time in preventing those same events from occurring again. If this sounds familiar then you may be making some of these management mistakes: read more from Customer Service Manager.

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