Customer Service by Shay

Because I can not be a guest or at this time send a recorded voice bite. I would like to send my advice for the blogtalk show December 3, 2009. I chose this advice because lately I been hearing and seeing Bad Customer Service in many businesses. Why, Not Sure because Customer Service is the Life Blood of any business. Last week I called to discuss a concern on one of my account. You would think, that the person would greet you with some Telephone Etiquette, WRONG! This young lady was in a bad mood from the beginning and I said to myself Shay Do your thing and show her what you Know!

First and Foremost I always wait until they pull up my account before I begin talking, this way we both are on the same page. Oh, before I call I always have my information in front of me and that way I know exact what I’m talking about. As you get older your mind does wonder…LOL

Now to make a long story short I use some of my best Telephone Business Etiquette and in hopes she would catch a hint! I think she did, because by the time I finish we were laughing and leaving with a greeting Have A nice Day!

OK Here are a few Telephone Etiquette I would like to advise for the year 2010!

1. Use proper manner when speaking with someone: The act of using the telephone and speaking someone through the phone line is so common, such that most people fail to practice proper manner when doing this familiar act.

2. Prepare yourself before the call: During your preparation, you have to specifically focus on what you need to say to avoid missing out on any information. This is specially true when making business phone calls, avoid speaking without thinking about what you are about to say.

3. Start the Conversation with the right words: You can use variety of polite greetings and introduction that will impress the person you are speaking to. But most importantly, you have to do this genuinely, Your ability to showcase a positive attitude during a phone call is first and foremost evident in your choice of language to use. Thus, choose those words correctly.

4. Speaking Clearly: Your ability to speak clearly and get your message across is important to ensure a successful communication system. Despite the advancements in communication technology, your ability to speak clearly is the most focal point in being fully understood.

5. Establishing Rapport: The more they feel comfortable speaking to you, the more interested they’d be with what you have to say. Voice toning is a nonverbal factor that reflects your personality to the person you are speaking with on the phone, as well as affect your ability to communicate effectively.

6. Listen Attentively: One of the most unethical practices one could exhibit during a phone call is failure to listen to what the other is saying on the phone line. After all, you would not want it for them to not listen to you while you are speaking.

The six practical tips I have listed above concerning the proper etiquette when speaking on the telephone, it all boils down to the golden rule. Try to treat others via phone the way you would want them to treat you. Putting forth the need to establish respect and dignity is even more important if you are making phone calls for business reasons.

I hope my six tips can help make your 2010 a Great One!

Peace & LuV,
Shay
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Wright Place on Blog Talk Radio

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3 Powerful Exercises to Use When You Feel Doubtful, Stuck Or Overwhelmed in Your New Business

In my work as a psychotherapist, I give my clients cognitive-behavioral strategies to conquer depression and anxiety. I have found that many of these cognitive-behavioral strategies translate well to my coaching practice.

The women small business owners I coach, especially those who are new, can sometimes hit blocks that leave them doubting their abilities, feeling stuck or overwhelmed. I find that these three cognitive-behavioral exercises work well to move them forward.

3 Powerful Exercises to Use When You Feel Doubtful, Stuck Or Overwhelmed in Your New Business
By Kate Sanner

1. Look for Clues – When you begin to doubt your abilities to succeed, it’s time to look for clues. Look in the recent past for the times when you did solve a difficult problem, when you succeeded despite the odds, when you were able come through at the last minute. Acknowledge your abilities, your ingenuity and your resourcefulness. Write these down – this is your list of successes to read over whenever you feel self-doubt. Keep adding to the list every new accomplishment and breakthrough.

2. Rate Your Performance in a Different Light – Let’s say you have been struggling with a project and you feel as if you’ve hit a wall. It’s time to rate your performance…but in a whole different light. On a scale of 0-10, zero being no progress and ten being the completed project, rate your progress so far. Let’s say you rated yourself a 3 out of 10. Now ask yourself why you rated yourself so high? In doing so, you will see the three in a positive light…after all, it’s not a zero. Then ask yourself: “What skills did I use to get me to a three?”, “What resources did I access to get me that high?”, “What personal qualities did I draw upon that made me get to that number?” Write these down. Now ask what you can do to get to a 4 out of 10…don’t focus on the 10, just focus on getting to one point higher.

3. Partialize and Prioritize – Often times when you are in the midst of a big project for your business, you can find yourself overwhelmed by the enormity of the task. Break down the project into more manageable parts then prioritize the tasks in each part in terms of importance. Concentrate on one part at a time and do the most important things that will give you the biggest rate of return on your time in each part. You’ll feel a sense of relief as you watch your to-do list of tasks begin to be ticked off one-by-one.

Being a new small business owner can bring special challenges that can keep you stuck, overwhelmed and frustrated. Having a business coach can be an invaluable asset. Kate Sanner is the CEO and founder of Vivacity. As a coach and consultant, Kate helps a woman on the verge of doing great things to take the leap into the life she has been dreaming of…whether it’s starting a business, writing a book or fulfilling a life long ambition. Once a woman has made the jump, Kate then provides tools and resources so that a woman can continue to take herself to new levels and to maximize and monetize all her efforts for continuous growth, financial gain and success. To get a FREE copy of Vivacity’s “The Think and Play BIG System”?, a 10 Step, 46-page guide,- a $57 value – that shows you how to bring your vision for your enterprise into reality and onto new levels, go to http://vivacitynow.com and fill in your first name and primary email address in the box in the upper right hand corner, then click on Yes, Send My System Now.

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