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Sometimes, it’s necessary to deliver bad news to a customer or end user. For example, an order might not be ready when it was promised, a project might end up costing more than was projected, or a software application might not be ready for installation according to schedule. Regardless of the nature of the bad […]
5 Rules for How to Deliver Bad News Read More »
The Importance of listening in business communication can not be overstated. In fact, one of the five principles of customer service success is to be a good listener. Good listeners don’t assume they know what a customer is going to say. They’re always respectful of a customer, even when the customer is saying something the
The Importance of Listening in Business Communication Read More »
What can you do if a customer is reluctant to try a new product? Customer care skills often hinge on being aware of the psychological and social needs of our customer or end-user. In a recent training session, several of the students (client service agents) talked about a user who might sound familiar to you.
If a Customer is Reluctant to Try a New Product: How to Support the Reluctant User Read More »
When we’re talking with an end-user or a customer, we want to ensure our conversations are effective, that they make good use of our time and that of our customer or end-user. One way to ensure that conversations are effective is to ensure they are cooperative, a process of give-and-take. Paul Grice was a professor at the University of California at Berkeley and a philosopher of language who identified four maxims of conversation that describe the elements of successful conversation.
How to Be a Better Conversationalist: Are Your Conversations Cooperative? Read More »