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 a Rushed Home Demonstration Will Cost You More in the Long Run
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...
Improve Customer Communication with Clear Timeframes and Precise Dates
Be clear with all times and dates is one of the mantras from my How to control your elephant training course.
The time-based phrase which winds me...
The Value of Investing Time in a Comprehensive Home Demonstration
Despite customers asking, ‘Why will it take so long? And why do they need to set aside so much time?’ We say it’s crucial for them to understand ho...
How to Build Trust in Customer Service with Consistent Answers
Whilst non-stick makes cooking easier, in the world of customer service it has the opposite effect. “Teflon” answers are a recipe for disaster.
Th...
TIP: Best way to demonstrate a new home and its products
A simple short mnemonic to help – EDIP.
What does it represent? Explain – Demonstrate – Imitate – Perform. You can’t use EDIP on everything, but w...
TIP: Don’t use jargon with your customers
When you’re demonstrating something to your customers, avoid using jargon and technical terms. Yes, it makes you sound knowledgeable, but a majorit...
How to Build Empathy in Customer Service and Manage Emotional Reactions
... especially when you read that elephant hunting is likely to begin again in Botswana
Empathy is one of the most significant subjects we cover o...
How to Say 'Sorry' In Customer Service Without Appearing Insincere
A slight shrug says "I don't care". Read this post and you'll never shrug again!
When "sorry" looks like this, we neither mean it not care
"You B...
Improve Customer Communication with a Simple Stop and Think Technique
This simple idea can completely change the way you communicate with your emotional customers.
Putting your pen in your other hand, makes you...
TIP: Choose not to!
"That customer makes me so angry!" is the wrong thought.
You are choosing to allow that customer to make you angry.
