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Tone of voice and gestures are important for successful interactions with clients. But don't forget about what you say.  several words and phrases convey to customers when you utter them. key word that you can use to help you justify to your customers both your solutions and your limitations.   AVOID WORDS SUCH AS Can't Do This Have you ever had someone say to you, "I can't do it"? When you say, "I can't do it," the listener naturally thinks, "Why not?" "I can't do it" focuses on the negative rather than what you have to offer.   *Can Do That What you should do is turn it around and take the opposite tack. Say, "Let's see what we can do." This focuses everyone's attention on possible solutions.   *Won't Do It When you say, "I won't do it," the customer focuses on the negative emotion and your resistance rather than on the content of what you have to say. You want yo...

Facts about customer experiences and referrals 1.      96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back –   1 st  Financial Training services 2.      A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people.   – White House Office of Consumer Affairs 3.      Happy customers who get their issue resolved tell about 4-6 people about their experience. –   White House Office of Consumer Affairs 4.      Happy customers who get their issue resolved tell about 4-6 people about their experience. –   White House Office of Consumer Affairs 5.      70% of buying experiences are based on how the customer feels they are being treated –   McKinsey 6.      55% of customers would pay extra to guarantee a bet...

Keeping Promises No matter how positive an interaction you have with a customer, the most important action is following up on a promise. Promising but not following up, is the #1 capital offense for anyone providing customer service.   *Being Accountable In order for any company to succeed with its customer service program, it must make every employee accountable for their promises, even if the responsibility moves out of their hands.   *Following Up Even when you cannot provide the total solution, you can follow up to make sure the ball hasn't been dropped — and that you have a customer who is pleasantly satisfied even in the face of initial disappointment. This is crucial because lack of follow-up leads customers to think less of you and your company.   *Following Up Shows Appreciation Everybody wants to be appreciated for his or her actions. Appreciation is conveyed through follow-up. Customers spend their money where they feel appreciated. And today, th...

There is only one boss. The customer! And he can fire everybody in the company, from the chairman on down, simply by spending his money elsewhere." — Sam Walton, founder of Wal-Mart   Who's Really the Boss? Actions also paint a picture for your customer. When a sales person fails to acknowledge a customer, the customer often feels unwanted. Unfortunately, this happens all too often. The best way to avoid angry, annoyed, or irritated customers is to treat each and every customer like your boss.   The Customer is Boss If your boss drops by when a customer's on the phone, ask your boss to wait until you're finished with your customer. Customers should be regarded as having higher priority than your boss. If you treated your customer as a boss, would you chew gum while speaking to him, or not look up when he approached you?   No Customers Means No Jobs The bottom line is that the customer deserves the same treatment and respect you would give your boss. Becau...

I greet you all, hope today's message finds you our esteemed bloggers in good health. I have been asked a very wonderful question by one of our readers as to who is supposed to have good customer care. Of course my answer was everybody who owns a business and all those working for organizations. Whether you are a cab driver, a market vendor ,a doctor or even a chapatti maker and a bodaboda cyclist ,the way you treat your customer today determines whether they will come back tomorrow or not. Imagine a cab driver who says hello to his passenger as soon as they see them at the air port ,then he goes ahead to ask where are heading today madam? As soon as the passenger takes her seat he plays nice soft music as they travel and finally he offers his business card to the passenger and says any time you need him, he is only a phone call away. We decided to use a rare example to show that customer care goes beyond organizations to as far as personal services and individ...

  oh yeah this is another very interesting aspect as far as customer care and treatment is concerned. Attitude is a very unique element and the reason for this is that its all expressed by humans and humans vary in so many ways. Whether on phone or face to face conversations ,attitude is very important a factor to watch. But what does attitude really contain; Bringing It All Together If you are on the phone without the proper attitude of acting in the spirit of service and understanding, then you will not be projecting the proper pacing, volume, inflection, and intensity called for by the situation.   *Inviting with a Smile When the phone rings, always smile when you say hello. The difference in the position of your lips will greatly affect your perceived attitude. A smile helps you say hello in a relaxed manner that acts as an invitation for the customer to come into your world.   *A New Attitude A terse hello represents a small crack in the door through wh...

Having looked at the first set of elements yesterday,here is another coverage of inflection and emotions towards a customer or client. Inflection simply means the variation of tones when talking to a customer. Emotions is the behavior exhibited before a customer in form of attitude. HERE IS A CLOSER LOOK AT EACH : Paint with Inflection Monotones Are Boring Would you want to listen to someone who spoke in a constant monotone? Your words can paint pictures for people and convey reassurance or helpfulness through your voice   inflection   — the highs and lows in your voice.   *Not Inflected Imagine hearing this phrase with all the words being communicated the same way.... "I really like you."   *Inflected Now, imagine hearing the same phrase with the word   really   being said in a manner that reflects a stronger sense of urgency.... I   really   like you!   *Inflection Conveys Interest Inflected words indicate your l...

Pacing Your Speech How you pace your speech helps to paint a picture in your client's mind. Speaking too fast is an indication that you want to get off the phone and you really don't care whether the customer understands you. What you may consider as speaking too slowly may be considered as too fast by people from different parts of the country and world.   *Matching the Pace It's important that you match your pace to the pace of your customer. If you and your customer are both communicating at different rates, the communication probably isn't going to be successful Not Too Loud, Not Too Soft Your volume needs to be adequate for you to be clearly understood, not over-exaggerated or yelling. However, raising your voice, modestly, at certain times serves as a tool for reinforcing a theme and expressing enthusiasm for an idea Having these elements at the back of your mind is very important,do not ignore any of them.Next we shall discuss the element of inflect...

Your Tone Is Important Think of your voice as being the music played by your vocal cords. The tone of your voice is like the tones in music. Customers will be able to identify the mood you are in and the message you are trying to convey by your tone.   Elements of Your Tone These are the critical elements that affect the overall tone of your voice: Pace Volume Inflection Intensity Attitude                                                      By Mwebya Fred

Have you ever been in a situation where if the customer would only listen to you, his problem would be solved? You probably wondered what prevented that customer from paying attention to your words. Many times, the most important thing is not what you say, but how you say it. Researchers have discovered that in actual face-to-face contact, the success of communication is broken down into three components — words, tone of voice, and gestures or body language.   Conversations with your customers are like concert performances — preparing your delivery, tone of voice, and gestures help your audience, your customer, take an interest in what you're saying. Preparing your style will make interactions with your customers positive and focused. In this course, you will learn tips for improving your communication with customers, including adjusting your tone of voice, using meaningful words, recognizing customers' styles, resolving conflict, and writing with a purpose.