Theodore Roosevelt was quoted as saying, “People don’t care how much you know, until they know how much you care”. With more consumer choice than ever before, our world is becoming increasingly customer focused. Successful companies are prioritising the value of soft skills. It’s all very well to have the technical or complex product knowledge, but if you are unable to communicate that knowledge effectively to your customer in a way that they … [Read more...]
Telephone Talk
Ava Lucanus from Edge Communication was honoured to be featured in this month's issue of workforce development magazine, IMPACT. Many businesses do not recognise the importance of getting it right over the phone. Even though the telephone is often the first point of contact for your customers. That means when you answer the phone or make a call, you are responsible for the first impression of your company, in your customer’s mind. It takes … [Read more...]
How to Manage Customer Complaints and Stay Well
Anyone who works in a customer service role will know it to be a very stressful working environment. Meeting the constant demand of customers can cause overwhelming stress, and complaints are reported as a major source of workplace stress. If not managed effectively, they can too easily take their toll on your personal wellbeing. Customer feedback comes in all shapes and sizes and is not always positive. It’s easy to listen to glowing feedback … [Read more...]
How to convert online reviews into loyal customers.
Even though the internet hasn’t been around for that long, it has fast become our most powerful marketing tool in business. Potential customers searching for your product or service will simply google it, and if you’re smart your business will show up on the first page. But here’s the thing. Most companies are not too smart when it comes to managing online feedback. You may have a marketing person/department that proudly creates regular posts on … [Read more...]
The one word you should avoid
In my workshops I talk about the words that can create obstacles in your customer’s mind and trigger negativity towards you. There's one word in particular that just won't go away. I hear it every day, in just about every service interaction I encounter and it's increasing in popularity. I’d like to share a short story about this word. On the last day of a recent trip to Melbourne my partner Mark and I were looking for somewhere nice for … [Read more...]
Do you commit this mortal sin on the phone?
Those of you who have worked with me will have heard me say that the voice tone you project over the phone accounts for more than three quarters of your communication. We all have bad days. But when your customer is at the receiving end of your bad day, they only have your voice tone to go by so will automatically make an assumption about your attitude and that of your company. To avoid fueling a dissatisfied customer, or even worse losing … [Read more...]
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