Even though the internet has allowed businesses to communicate with staff and customers in many ways, the telephone still plays a vital role in business. Many industries still rely on phone calls to do business, and many customers simply prefer to pick up the phone. We look at seven industries where telephone skills stay play an essential role in business communication: 1. Investment and Finance Investors are particularly interested in … [Read more...]
5 Things That Turn Your Customers Off
By Ava Lucanus Businesses are becoming increasingly technology driven with automated systems designed to improve customer experiences. But when things don’t go as planned and the human connection is the only way to resolve the situation, customers are feeling increasingly let down in the experiences they are receiving. The human connectionThe human connection is becoming more important than ever and it’s crucial that your people … [Read more...]
How to Polish Your Telephone Skills and Sound More Professional to Your Customers
Even with the widespread popularity of digital communication platforms, most people still contact businesses by phone. And with younger generations entering the business world with minimal telephone skills, professional telephone skills are not only a valuable asset, but also a worthwhile investment. Focusing on the improvement of your team’s telephone skills is a smart business decision that will reward you with a substantial return. So to help … [Read more...]
Customer Service is Not Just a Department
No matter what business you're in, this article is relevant to your business. Whether you call it a customer service department, a client help desk, a support line, or reception, it's likely you have one, two, or a team of people who are responsible for the delivery of your customer service. But it's not just their job. For your customer to have great experiences that they will rave about to others, every single person in your … [Read more...]
Customer Service in A Virtual World
It was Friday 13th March 2020. A Black Friday beyond imagination! I was in Adelaide at the Professional Speakers Association annual convention with 200 other speakers and trainers, possibly the last conference ever before Covid-19 erupted and Australia was locked down. As the convention weekend progressed, our phones buzzed constantly with text messages and emails cancelling our gigs for the rest of the year. The speaking industry was hit hard … [Read more...]
Is The Customer Always Right?
If you are in the service industry…and if you’re reading this, you most likely are…you will have heard the universal law of customer service, ‘The Customer is Always Right’. This phrase was made famous by Harry Gordon Selfridge , a successful retailer over 100 years ago, who learnt early in his career that the success of his department store depended on the happiness of his customers. Swiss hotelier César Ritz, founder of Ritz Carlton … [Read more...]
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