Archive for tag: customer service

I want to thank my dear friend Janet E. Bardon,  HR Administrator,  Department of Psychiatry,  Dalhousie University for this week’s post. One of my core values in phone communication is we must always speak so that our customers “hear” our desire to be of service. The importance of this is beautifully illustrated in a post by Capital Health that Janet took the time to share with me. It takes less than a minute to read but ...

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It is vital in any business, whether in a face-to-face meeting or over the phone, that we learn more about our prospects and customers. How can we truly be of value to them, serve them, if we only work with our preconceived notions or assumptions of what they need or want? In order to learn more, we have to deeply engage in – and inspire -  conversation. Questions have to arise out of the conversation; they ...

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Happy New Year everyone! I’m certainly looking forward to an abundant and joyful 2014 and am so pleased I can share it with you. My holiday, which was perfect, did provide this week’s phone story. Our days of family, friends and food meant we did have more dishes and laundry to do, and the need to keep our home warmer than usual (my husband and I tend to ramble around in fleece pullovers and down vests). As ...

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If you or your team are responsible for reaching business decision makers by phone, you need to acknowledge the subtle shifts that have taken place in the past two years. And then you have to adapt … or see both revenue and morale falter. The first and most important change is – it is absolutely true that decision makers are more difficult to reach by phone today than they were one year ago, perhaps even six ...

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Recent work calling into Vancouver has provided a great story of how not to answer the phone: At one association I was greeted by what I’ll call an “unengaged” receptionist. She wasn’t unpleasant, but she wasn’t welcoming either. She did not use her name when she answered the phone and her voice was without warmth. I asked for the Executive Director by name to which she responded “May I ask who’s calling please?” This is an oft-asked ...

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Driving home from Guysborough last Tuesday I had ample opportunity to listen to Toronto Mayor Rob Ford’s apology statement. It played on the radio  several times and, of course, there are lots of similarities between radio content and a phone conversation.  While I could comment on many things about the ridiculous situation in Toronto politics, what struck me most was Rob Ford’s  choice of words. Consider these statements: “I know I have embarrassed everyone” “I will forever be ...

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Telephone communication – the how and why we reach and speak to each other – has changed. Even in the past year subtle shifts have taken place that we must embrace or … we’re going to miss out on opportunities – and so will our customers and prospects. I encourage you to start using a “retro” phone skill. To illustrate: Those of you of a “certain age” can think back to your first answering machine. I remember mine. ...

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There’s no doubt we are struggling to communicate with each other. I don’t mean that we are having a hard time understanding each other, although that certainly happens. I mean we are having troubling connecting, knowing which medium to use to reach which audience … and get a response! Whether it is a “yes” to a proposed meeting date, the return of a signed form or a customer’s thoughts on a product,  it is sometimes ...

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I’ve been contemplating some criticism I received back in August about how I handle incoming calls. The Wall Street Journal article had just been published and there were people from all over the world reaching out to me. And for many of them their expectation was – because I’m The Phone Lady – that I would answer my phone every time it rang. I was startled by this expectation but I did miss a few business ...

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If you want to test out, practice or stretch your phone skills, I have a challenge for you this week. I’ve been asked the question “Why the telephone?” a lot in the past few weeks. And while I’ve been contemplating the many different answers, I thought about my mom. Our family home was in Timmins, Ontario, far away from the majority of our extended family and many of my mom’s closest friends. She, and the women of ...

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