HOW INFLECTION AND EMOTIONS ARE CRUCIAL IN BUSINESS?

-
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 level of interest in the customers' problems. Use a variety of inflections to adequately paint the picture you want your customer to see. Inflection is another way to convey your interest in your customer. Do you see and hear the difference between the inflected and noninflected? 

*Inflection
A good customer service representative adjusts her pace or speed of talking to match the pace of the customer.
She adjusts the volume to ensure the message is heard, uses inflection to signify highs and lows, maintains intensity to give the highs and lows the proper effect, and makes sure her attitude is proper at all times. 
: Levels of IntensityEmotion
Different situations call for different levels of emotion.
A customer who has just had a catastrophic experience with your product will probably show a great deal of emotion.
If you respond in a really low-key manner, your customer may think you don't care. 

*Match Level of Emotion
Just as you must match the volume to the situation, you must also match the emotion to the situation. Otherwise, you're singing a different tune from the one your customer is giving you. 

While you should display a caring emotion for your customer, don't get caught up in their hysteria.
When you have an attitude of calm grounded in concern and a willingness to help, your calm won't be mistaken for lack of concern. 

 we shall look more at how attitude is a very important element as far as customer care is concerned.


                                                By Mwebya Fred

Comments

Post a Comment

Popular posts from this blog

Six Qualities that Make You a Good Youth Mentor

-
Image
Mwebya Fred: As I personally prepare to attend the fourth coming CIP hands on holiday program this September 5 th to 7th 2016 at Kitante Primary School, I found it important to share what I think are the major important qualities of a good youth mentor. CIP is a Career Imagination Program that is set to inspire a generation of Ugandan youths to use their natural talents, inspirations, passions and determinations to become business leaders and entrepreneurs of tomorrow. Young people agree that you are more likely to influence their life path if you possess the following six qualities. 1. You are Supportive By far, the most important role of a mentor is to support and encourage young people, particularly as they struggle to overcome obstacles and solve problems. When young people feel down, upset with their families, or unhappy in their life situations, mentors are beside them, letting them talk about anything and reminding them of their innate value. 2. You are an Active L...
Read more

Trends That Will Influence The Real Estate Sector in 2016

-
Image
Lamudi Uganda shares with you the top real estate trend that will influence this year. Last year proved to be a challenging year for the real estate sector in Uganda but this year we are bound to see the rewards of all the hard work that was put in. One of the main reasons as to why 2016 will be a good year for real estate is that we expect more cash flow in the economy due to more employment opportunities. Shakib Nsubuga, Country Manager of Lamudi in Uganda, said: “With 2016 here, there are many opportunities to be ceased especially in the real estate sector. An increase in employment opportunities means that we will have more people investing in the real estate sector.” This week we share with you the real estate trends that will influence the real estate sector this year. Growth in property sales and prices Property sales and prices will experience a healthy and steady growth due to the investments that will be seen in the sector. This will bring back a consistency an...
Read more

#UgamanHealthWednesday: 10 Great Dental Hygiene Tips

-
Image
  Everyone wants to have a great smile, the reason good oral hygiene is important! Having poor oral hygiene can lead to a variety of dental and medical problems in the future such as gum disease, infection, bone loss, heart disease, strokes and more. Regular checkups and cleanings can prevent these problems as well as provide you with good oral hygiene. Here is a list of 10 Dental hygiene steps you can take to promote great oral hygiene. 1.   Proper Brushing One of the easiest steps to keep your teeth clean. When brushing your teeth, position the bristles at an angle of 45 degrees near the gum line. Both the gum line and the tooth surface should be in contact with the bristles. Brush the outer surfaces of the teeth using a back-and-forth, up-and-down motion, making sure to be done gently in order to avoid bleeding. To clean the inside surfaces of the teeth and gums, place the bristles at a 45-degree angle again and repeat the back-and-forth, up-and-down motio...
Read more