- Your Job Includes Being a Coach
Managers of phone reps all want to see their reps exceed customer expectations each day. But, today’s worker isn’t automatically committed to excellence. John Naisbitt in Re-Inventing the Corporation said: 88% of today’s workers want to work hard and do their best on the job. 55% said they had an “inner need” to do their […]
- Credibility Busters
Listeners on a call or web session make instantaneous decisions about the speaker’s trustworthiness. In fact, they often feel they have a clear read within seconds. Be aware the following missteps can be costly and can inadvertently “bust” your credibility.
- How to Understand Your Customer
Customers today are a lot more demanding and a lot savvier than they used to be. They know they have many choices. They are often in a hurry, confused, multi-tasking or have English as a second language. When they get you on the phone, their expectation is that you will: Fix the problem quickly. Make […]
- The Global Audience Shouldn’t Feel Undervalued
Hosting a meeting with a team located around the globe is challenging. People come from different cultural and language backgrounds. Often, those located away from the parent company feel like stepchildren who are tolerated, but certainly not prized. When meeting with your global team on a conference call or a virtual session, your responsibility is […]
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