An empathy test: Stop and Think!
An empathy test
According to a recent report, there has recently been high-level debate in Namibia regarding ways to reduce the elephant populatio...
Jenny discovers the wishy-washy words that make “no” sound worse
Saying no to customers is one of the hardest things in customer service. Many struggle with it and try to soften the blow by adding wishy-wa...
Colin discovers the antidote to "It's against company policy."
Customers can become very aggravated when told, "It's against company policy." It can feel like a fob-off and make them want to speak to a higher a...
The moment Jasmin realised that she'd got empathy all wrong...
Jasmin was always empathic when with her friends but she stopped short of emphasising with difficult customers.
Until she learned the reason why....
RTFM! (Read the flipping manual!)
If you're an employee of a company, it's essential to read the customer manual - even if you think you know everything there is to know about the p...
Good, Better, Best. The essence of How to control your elephant.
A customer asks for something that she’s not going to get:
“I WANT COMPENSATION FOR LOSS OF EARNINGS!”.
Here are three possible responses.
Why a positive attitude makes a successful home demonstration
A positive attitude is crucial in most everything. That’s why this blog takes a look at why a positive attitude makes a successful home demonstrati...
As soon as possible - four words that can ruin your business and your customer service reputation
How to lose control of your time
As soon as possible – four words that can ruin your business and your customer service reputation in a heartbeat....
Andy’s Snickers bar experience shows us why customers can drive us nuts
There is, of course, a big difference between an anaphylactic shock as a result of eating nuts and the hurt you get from a customer who drives you ...
What the flight safety briefing can teach you about how to deal with an emotional customer
If you find yourself paying little attention to the flight safety briefing you may be missing out on some excellent customer service advice.
The n...
TIP: Be animated when demonstrating a new home
It’s so easy to stand in one place and point at things. Don’t!
Make sure you go up to the items you are talking about, open, close them, operate t...
Why short home demonstrations will cost you time
You might think you’re covering everything when you do your home demonstrations. But, if they’re only taking you 30-40 minutes to complete then the...
