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Leaders and managers, have you ever wanted to tell employees to grow up? You’re not alone. Even companies as a whole report that recent graduates and new hires don’t have sufficient critical thinking and teamwork skills. These are but two aspects of employee maturity. 


The truth is, for employees to contribute maturely leaders and managers must mentor a mature understanding of the business and of the collaboration needed to succeed.


Saying “grow up” won’t do it. Reflecting what you want them to do is the first step to great mentoring. Ask yourself what were they doing that brought you to say grow up? Itemize what you want them to do.



Nine Chances to Cultivate Maturity Image by:J.G. in S.F.

Image by JG in SF via Flickr Creative Commons License.

9 Chances to Cultivate Employee Maturity

Maturity is about balance, readiness, consideration, and confidence. It’s about attitudes as well as skills.

  1. When addressing employee concerns and complaints, always speak about the impact on the business. Today it’s popular to focus on changing the workplace to engage employees. If you want maturity in the workplace, balance caring for them with expectations of them.

  2. Illustrate the difference between honesty with diplomacy and rude bluntness. The former is a sign of maturity for it balances the message and the impact when selecting the words. The latter is a sign of selfish immaturity.

  3. Applaud, highlight, and reinforce excellence. When you set and reward a high standard, you mentor and develop that level of mature commitment. If you treat basic behaviors (like meeting objectives or showing up on time) as something special, you keep many in the weeds.

  4. Replace the misguided adage “treat each other like customers” with the more mature team mantra “grow and change to reach a shared success and common goal”. Team maturity has a deeper honesty and type of trust that surpasses that of a business and its customers. Cultivate it from the beginning and you cultivate maturity.

  5. Frequently ask, “what are we each doing to be ready for tomorrow?” When leaders pose this question, it asks employees to initiate some of their own growth. It is a call to maturity. Provide training and opportunities for them to develop further.

  6. Within a certain sphere, make it OK to make mistakes. Confidence grows when mistakes are lessons learned. Sometimes maturity comes from jumping a hurdle and knowing how to prevent a crash next time.

  7. Maturity owns the impact of behavior. Show them how to do it even in difficult moments. Related post: The Perfect Apology and The ONE Word That Destroys It.

  8. Give them access to situations that cultivate a mature open mind. In silos, employees continue to focus on their own jobs or possibly on the silo they are in. When you break through the silos and have employees see the bigger picture, their view of their own job matures. Now they can contribute to the whole not just to the silo..

  9. Think out loud. Employees learn critical thinking by hearing it and participating in it. If you want to speed this aspect of maturity, show them how you arrive at decision vs. just telling them the decision.


Most of all leaders, continue to evolve your self-awareness and maturity. Your growth spurs theirs. It expands this list of nine chances all the way to infinite. Highlight and applaud growth. You get what you focus on. If you want employees to stretch and grow, recognize and reinforce growth. If you focus only on results, who are you actually leading and mentoring to achieve those results?



What other ways can you develop employee maturity?



From my experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Employee Appreciation: Be a Buoy to Be Appreciated
5 Immature Extremes That Harm Teamwork

©2011-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Team Dynamics: Extremes That Harm Teamwork People Skills


Team Dynamics: Image is stormy waters on rocks.

Team Dynamics: 5 Extremes That Harm Interaction & People Skills

Image by Daniele Berlucci via Flickr Creative Commons License.

Team Dynamics: Eliminate These 5 Extremes for Great Interaction

  1. Labels and fixed definitions. Sometimes team members thinking gets stuck on labels and fixed definitions. As teams try to innovate and deal with change, individuals who think literally or hold on to their fixed definitions unsettle team dynamics. Example: I wrote a blog post, Holacracy: Why Employees Like Hierarchy, and two people lectured me on how I didn’t understand holacracy. They were stuck on a fixed definition of holacracy and couldn’t see past it. If they did that to their colleagues in a team meeting, you can imagine the tension between those who were stuck in their definition and those who wanted to explore the topic.

  2. Gotcha behavior. Leaders and team members who revel in pointing out others’ mistakes damage trust. Some even go so far as to set people up to see if they make mistakes. If they do, the gotcha gang points out their errors. They then take credit for educating them. Trust and team dynamics suffer.

  3. Sidelines driving. Picture one team member handling a difficult situation. Other team members who are not directly involved criticize from the sidelines. Share your knowledge but don’t tell others what to do. It’s not just what you say that matters — it’s how you say it. Team up don’t gang up!


  4. Hearing either/or when it doesn’t exist. Team interaction thrives on great listening. When team members hear and think either/or when others are not saying it, it harms team dynamics. Example: In a Twitter #DareToBe chat on curiosity, I tweeted “self-reliance fuels a curious mind.”

    Someone responded directly to me, “I respectfully disagree. Collaboration feeds curiosity, helps it grow, deepens questioning.” Interesting comment. I never said, “self-reliance, alone, fuels a curious mind.” She heard an either/or that I never implied. I believe there are many things that fuel curiosity and I nicely tweeted that back to her.


  5. Absolutes and know-it-all behavior. Rigid team members who insist that their views or positions are right damage team dynamics and results. Their behavior is the opposite of teamwork. Great listening and adaptability is the hallmark of positive team dynamics.



How can leaders help teams prevent or minimize these extremes? Invest time in having the team define positive team behaviors. Discuss what to do if extremes develop. Use team role plays to help each team member become more accountable for their own extremes and self-correct them. I would be pleased to deliver these sessions and work with your teams on positive team dynamics.


Your turn: What other extreme behaviors damage interaction and team dynamics?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
11 Steps to Be Authentic & Not Scare People Away
Leadership: 18 Things Respected Well-Liked Leaders Consistently Do

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Customer Experience: How to Improve It Quickly


Customer Experience Quick Improvements: Image is light shaped curve.

Customer Experience Quick Improvements. Image by Sam Delong.

Image by Sam DeLong via Flickr Creative Commons License.

Customer Experience: 6 Ways to Improve It Quickly

  1. Improve your welcome. That first impression sets the tone for the customer experience. As a brand, pick one word that defines how you want to come across to customers. Then have every employee the customer with a welcome that matches that image. The image is memorable so make it great.

  2. Listen for what the customers are not saying. You are already listening to what they are saying. To improve customer experience quickly, hear what they are not saying. It wows the customers and gives them the extra connection they love so much.



  3. Kate Nasser, The People Skills Coach™


  4. Think ‘yes’ and ‘how to’ vs. ‘that’s not the way we do it here.’ Customers don’t come to you to follow your process. They come to experience what they want!

  5. Ask how are we doing instead of how did we do! Every moment of customer interaction is a moment to learn and improve. Take the customer’s pulse sooner. Their vital sign is your vital sign.

  6. SHOW customers you care. They cannot observe your intentions. The experience is in the doing. It comes alive with your actions — not in what you are trying to do.

  7. Be very open to feedback. Any time you feel frustrated or annoyed with customer complaints, ask yourself: Would you rather they complain or leave without telling you why? Complaints are a sign of continued interest — the lifeblood of any business.



As a customer, what customer experience improvements do you want to see?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Experience: 24 Tips to Make It Easy & Valuable
Irresistible Customer Experience: What Every Customer Wants
Irresistible Customer Experience: DOs & Don’ts Part II

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 
QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Success: The Real Challenge is Balance Not Achievement


Which one of these images do you picture when you think of leadership success?



Leadership Success: Image is cross beams in tall building.

Leadership Success: Balance Beam Not Mountain Top. Image by Ben Rogers via Flickr.

Leadership Success: Not Just Mountain Top






















For many it is getting to the mountain top. Everyday phrases like, at the top of your game and reach the summit, express what many believe about leadership success.

They focus on initiative and drive which are necessary and valuable. Yet the real challenge in leadership — and life — is balance. Achievement is easy compared to balance.


Leadership Success: Think Balance Beam Not Just Mountain Top

  • Consider the greatest challenge for most businesses — managing growth. This is an issue of balance: projections, investment, supply, demand, etc… Yet many continue to act as if they’re still in start-up mode and focus on climbing to the top.

  • Consider one of the greatest global challenges of any business — optimizing diverse cultures. This too is about balance. Understanding, embracing, and adapting to all factors that can enhance or topple success.

  • Developing high performance teams is about balance. Leaders must get diverse personality types, occupations, ages, and educational levels to work together.

  • Engaging employees for ownership, accountability, and commitment, requires balance. Leaders must balance telling and asking. Great leaders know when to do each.

  • Balancing humility and signs of outward strength is essential. Too much strength and leaders seem domineering. Too much humility and they seem weak. If you struggle with the idea of humility in leadership, read: Never confuse humility for humiliation.

  • In communicating to improve employee engagement and commitment, leaders must balance candor and care. High level leaders often need to add more care to their candor. Front line leaders often need to add more candor to their care.



Unfortunately, somewhere many have learned that focusing on balance is the same as maintaining the status quo. It isn’t! When you have balance, you can move faster, perform better, and adapt to change more easily — without tumbling down.


Essential list of things to balance for leadership success:

  • Intuition and data
  • Safety and risk
  • Big picture and details
  • Creative thinking and critical thinking
  • Practicality and inspiration
  • Reflective listening and active expression



What else do leaders need to balance? Please add your perspective to this list.



You can ascend and master the balance beam of leadership success. Develop it throughout your career long before you have the title of leader!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Moderation Doesn’t Mean Mediocrity!
Leadership Success: 18 Things Respected Well-Liked Leaders Consistently Do

Mountain top image licensed via Istock.com.
Balance beam image by Ben Rogers via Flickr Creative Commons License.

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.




QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Introverts and Extroverts: People Skills Global Chat Topic.

WHEN: Sunday June 21, 2015 at 10AM EDT on Twitter. Hashtag: #peopleskills


Background on This Chat Topic: Interaction Between Introverts and Extroverts

There are many myths about introverts and extroverts as well as challenges when they interact. JOIN us Sunday June 21, 2015 10amEDT as we explore communication between introverts and extroverts.



Introverts and Extroverts: Image is People skills logo

Introverts and Extroverts: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Introverts and Extroverts: Myths, Truths, and Interaction

JOIN us in #Peopleskills global Twitter chat to explore interaction between introverts and extroverts.

Here are some questions to get us thinking in advance. Actual questions will post live during the chat.

  • What is an introvert? Extrovert?
  • I identify myself as an introvert, extrovert, or ______________. Why?
  • I am happiest when ____________________.
  • What are some assumptions about introverts and extroverts?
  • Where is extroversion helpful? When is introversion helpful?
  • They say opposites attract. Is this true w/ introverts and extroverts?
  • What are some advantages of interacting w/ people different from you?
  • What are the challenges of interacting with different types?
  • How can introverts and extroverts learn more about each other’s type and preferences?
  • Considering personality type and job success, are there certain jobs that are a better fit for each? Pls. explain.
  • How do people skills help you adapt to different types?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday June 21, 2015 10am EDT in Twitter (hashtag: #peopleskills) on introverts and extroverts.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Special thanks to generous chat moderators Dave Moore, Hoda Maalouf, Jandis Price, Chantal Bechervaise and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday June 21, 2015 10am EDT/7am PDT to share insights on introverts and extroverts.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. June 21st, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Interaction Between Introverts and Extroverts.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Leadership Agility Remember: Consistency & Agility Are NOT Enemies

Leaders, when you think of agility do you picture inconsistent results? Perhaps you picture lack of logic, erratic changes, and confusion. If yes, you may well be thinking that consistency and agility are opposites — even enemies. They aren’t. Yet thinking they are can be the enemy of your enterprise’s success.



Leadership Agility: Image is a slinky.

Leadership Agililty: Consistency & Agility Are NOT Enemies. Image by Tim Ebbs via Flickr.

Image by Ma Tim Ebbs via Flickr Creative Commons License.


Leadership Agility: Consistency & Agility Are Not Enemies

How do managers and leaders go astray? They often mistake consistency for constancy (everything staying the same) or uniformity (everyone and everything being the same). Then they see leadership agility and consistency as opposites, even enemies.



Business conditions change. Customers’ needs change. Business goals change. Workforce trends change. Keeping everything in the business the same — constant and uniform — is enterprise suicide.



Leadership agility fosters consistent success by …

  • Consistently communicating in a clear way
  • Consistently engaging employees ideas
  • Consistently encouraging innovation
  • Consistently igniting collaboration & thinking
  • Consistently creating high quality results


Leaders surrender leadership agility to constancy and uniformity because …

  1. Agility and change feel uncertain
  2. It is easier to reproduce the known than to create the unknown
  3. Constancy and status quo feel less risky
  4. Uniformity is easier to measure


HOWEVER




Keep leadership agility alive in everyday ways:

  • Seek different views.
  • Uncover status quo assumptions with excellent questions.
  • Replace the statement “the process is” with the intelligent question “how does the process apply here and how should we change it?”
  • Don’t put a process in place to deal with an immature workforce. Processes won’t make them mature or create success. Engage them, teach them, ignite their thinking. Processes can’t replace the success of thinking.



Leadership agility creates consistency of success. Never confuse it with constancy and uniformity.


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leadership Agility: Is Habit Stopping You?
Leadership Agility: Persistence vs. Resistance to Change
Being Process Driven Squeezes People Out

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.




QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Change Leadership: How to Sustain Morale When Aborting a Difficult Project

When you read this title, you might be inclined to think everyone would be relieved to see the difficult project disappear. Why would you need to address and sustain morale? In very difficult projects, employees who endure and perform well do so with deep commitment. When you pull the plug and abort the project, their morale can crash.



Change leadership addresses morale to re-inspire employees for the next challenge.



Change Leadership: Image is an electric cord unplugged.

Change Leadership: Addressing Morale When You Pull the Plug

Image by Kipp baker via Flickr Creative Commons License.


Change Leadership: What do employees feel and how can you help them?

When a very difficult project is cut short, the employees who were truly committed can feel:

  1. Used like rats in a maze
  2. Sacrificed for nothing
  3. Cheated from the finish line
  4. Unappreciated for their extra effort
  5. Failure and responsible for it
  6. Angry over being excluded from the decision

If you want your change leadership efforts to be successful in this moment, you must address these feelings and what leads up to them.



What Happens to Employees Psychologically During a Very Difficult Project

Employees who rise to a difficult challenge, endure, and perform well do so by believing that:

  • Nothing is impossible
  • Teamwork can conquer any challenge
  • Sacrificing their comfort and personal time will be worth it at the end
  • They will all share in the sweet rewards of success

In other words, they rule out the possibility of failure to keep themselves going. Think of the US Marines motto: “Surrender is not in our creed.” Many times employees have subconsciously adopted this belief. Then suddenly you abort the project and their morale crashes.



Change Leadership: Steps to Address Morale

  • Most importantly, communicate through the project so that employees’ expectations adjust along the way. More information, more reality, less shock.
  • Do not blame the team. Sometimes leaders will blame a whole team when slackers slowed success. Yet great leaders address under-performers along the way. They don’t wait and they don’t blame the whole team.
  • If possible, let them be involved in or at least have access to the decision making process.
  • Draw everyone together and discuss what has happened. Often issues were beyond their control. Get their thoughts. Highlight the talents and efforts applied and ask them to add their kudos of each other to this discussion.
  • In a separate team meeting, discuss the lessons learned. If you do the lessons learned in the first meeting, they may interpret it as “failure analysis”. Much better to let them heal with a celebration of talent and then look at lessons learned after that.
  • Use this change to explore, teach, and develop the team’s agility. I can help you with this!


Great change leadership stems from emotional intelligence that inspires and cares for employees. It’s not fluff. It’s the tangible steps to re-inspiring and re-engaging employees after a crushing blow. Pull the plug without unplugging employees’ drive and resilience!



Your Turn: What other change leadership actions will sustain morale?



How can these difficult moments build a team’s agility?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts
10 Ways to Ignite Greatness Without Leaving Scars
Thriving in Change: 7 Certainties to Replace Every Regret
5 Steps to Develop Emotional Intelligence

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Experience Dull Empathy or Strengthen It?

Former customer service agents and tech support reps often have empathy for current customer service and technical support teams. They remember the pressure and are considerate. It begs the question: Why do many customer service and tech support agents lack empathy for customers? Do they forget what it feels like to be a customer?

Likewise, does a leader’s current experience dull empathy toward their teams? Have they forgotten what it’s like not to be in charge?


Should knowledge and experience make it easier to give empathy?

Or Does Knowledge & Experience Dull Empathy?

 

Experience Dull Empathy: Image is T-shirt saying You're Stupid.

Experience Dull Empathy?

Image via Amazon.com


Does Knowledge & Experience Dull Empathy?

Knowledge and experience can blind customer service agents and tech support reps to customers’ …

  • Emotions when needing help
  • Fear of not knowing
  • Frustration of being delayed in lengthy procedures
  • Impatience with being routed and transferred
  • Anger at being trapped in the maze of customer support
  • Vulnerability of having to trust others with their success



Likewise, power, knowledge, and experience can blind leaders to employees’

  • Challenges of understanding leader’s vision
  • Struggles of accomplishing goals without authority
  • Personality type differences
  • Quest to acquire knowledge and experience to perform well
  • Pressure of dealing with under-performing teammates
  • Implementing solutions with limited time and resources


Experience and knowledge deliver confidence and a sense of control — the very things that reduce fear, stress, and obstacles.   Unfortunately for some leaders and for some customer service agents, their knowledge and experience dull empathy. Add the pressures of leadership and the stress of customer service work to the picture, and it makes them even less empathetic toward those they lead and serve.


Consider: When you are under incredible pressure do you care less about other things that normally bug you?  You just want to get rid of the big pressure and you overlook everything else? But what if those other things are still very stressful to those you lead and serve? Can you find it in you to empathize with them? Or does your knowledge and ability to fix the trouble bring you to label them as emotional or stupid? In these moments, your knowledge and experience dull empathy.



The best customer service reps overcome the dulling effects of knowledge, experience and pressure by:

  1. Being aware of how they feel outside of work when they are customers
  2. Remembering to focus on one customer at a time. This focus delivers empathy
  3. Realizing that their job is to deliver a wonderful experience while solving the problem. It isn’t just to solve the problem
  4. Embracing the true role of service and support — to make life easier for the customer and get them productive again



Respected well-liked leaders deliver empathy by asking themselves: What does it feel like to be this employee right now? Although knowledge and experience dull empathy in other leaders, they live by the motto …




Don’t let your knowledge and experience dull empathy. Channel your experience into empathy that spurs success in those you lead and serve!


Your turn: What else blocks empathy & how can you overcome the block?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leaders, Are You Helpfully Objective or Actually Indifferent?
Empathy & Integrity: 5 Keys to Rebuild Customer Trust
18 Things Respected Well-Liked Leaders Consistently Do

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

End Bullying is People Skills Twitter Chat Rally – Sunday May 31, 2015 10am EDT.

Hashtag: #peopleskills

Here’s a time converter to assist all of you around the globe in converting 10am ET to your local time.

Background on People Skills Chat – Rally to End Bullying

Once each quarter we dedicate our #Peopleskills global Twitter chat hour to end bullying.

In this rally, we use our intellect, hearts, and voices to explore the more subtle aspects of bullying to end it in its tracks. Please spread the word and invite others to join us on Twitter Sunday May 31, 2015 10am ET using Hashtag: #peopleskills.


End Bullying: Image is People skills logo

End Bullying: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


People Skills Twitter Chat – Rally to End Bullying

Bullying continues to affect everyday life in deep ways. It changes organizations, leaves scars on individuals, and creates a culture of negativity even hatred. Think about all the positive moments we miss in this life because of bullying. Let’s explore the more subtle aspects of bullying so we can make strides to end this plague.



Here are some questions to get us thinking in advance …

  • What picture does bullying bring to your mind?
  • How do you define bullying?
  • What mindset(s) drive bullying?
  • Why does it persist?
  • We often think of bullying as physical. What are the more subtle types?
  • How do conflict and bullying differ?
  • How are gossip and bullying connected if at all?
  • Societal pressures: Do they feed bullying?
  • Is there any correlation between resistance to change, groupthink, and bullying?
  • What steps can we take in the workplace to define and reduce bullying?
  • Can people skills make a big impact to end bullying? How?



Final versions of these questions will post live during the chat. If you cannot attend this Sunday at 10am ET, please help us promote it on your social streams with hashtag #Peopleskills. Many thanks!

End Bullying: Image is sign stop bullying.

End Bullying: JOIN #Peopleskills global Twitter chat rally!




So bring your heart and your focus and join us from around the globe this Sunday in people skills global Twitter chat — May 31, 2015 10am ET (Hashtag: #peopleskills) — our online rally to end bullying.


We have one rule in People Skills Chat: Respect even when we disagree.


I also invite you to continue this chat by joining our Google+ People Skills Community, our Facebook Group People Skills That Really Matter and our LinkedIn Group People Skills Succeed to contribute and learn 24×7. Get your people skills community member badge here.



Shout Outs of Gratitude

Continued thanks to generous people skills community moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price, Tracy Shroyer and Tom Rhodes for their time, generosity, insight, and contributions.




Thanks to all committed community members who participate in our people skills global Twitter chats (#peopleskills) and online groups. Last, but not least, a warm welcome to newcomers who continue to join our community.






Hope you will all join People Skills global Twitter chat #peopleskills this Sunday May 27, 2015 10am ET/7am PT for our online rally to end bullying!







How to Participate
If you have never been in a Twitter chat, you may find it helpful to log on to Tchat.io, Tweetchat.com or Twubs.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. May 31, 2015 10am ET in People Skills global Twitter Chat (#peopleskills), for our online rally to end bullying.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Holocracy & Flat Organizations Reveal Human Truths

You would think that a holacracy, a truly flat organization with no tiers of management, would be every employee’s dream. It isn’t. Holacracy presents many challenges for employees. In fact, holacracy reveals why many employees like well-run hierarchy.



Holacracy: Image is blank field of snow.

Holacracy: Why Employees Like Hierarchy Image by Martin Beaumont via Flickr.

Image by Martin Beaumont via Flickr Creative Commons License.

Holacracy: What Employees Like About Hierarchy

Holacracy, like at Zappos and other lesser known companies, is revealing much about what many employees find so comfortable about traditional management structures. Some of these are surprising and others rather evident. The list holds great lessons for both styles of organization.

  1. In hierarchy, there is security. Holacracy feels scary and risky.
  2. In well-run hierarchy, there is clarity. In holacracy, everyone must clarify everything.
  3. In well-run hierarchy, decisions seem to happen more quickly. Holacracy feels time consuming and laborious.
  4. In hierarchy, influencing others and resolving conflict sits with management. In holacracy, employees face this challenge and without the helpful title of authority.

  5. In hierarchy, there is vertical career growth. The flatness of holacracy leaves many aspiring leaders flat. They must find a sense of worth in professional development and project achievements vs. titles.
  6. In hierarchy, management supposedly addresses egotistical and maverick behaviors. Without managers as buffers, all employees must handle this. It’s uncomfortable and challenging. It requires great people skills.
  7. Hierarchy and titles strengthen less courageous employees. I’ve witnessed employees resisting the wonderful leadership of a peer. They told the peer “we’re not strong like you.” The peer was promoted to being their leader and they followed without resistance. Organizational titles are the extra security blanket they love.
  8. In well-run hierarchy, employees can get things done through the management structure. In holacracy, employees must learn how to get things done other ways. They must develop and use skills to hit the bulls-eye without authority and formal power.



THE challenge for employees in holacracy:



In my workshops and coaching, we explore the people skills for great collaboration and teamwork. My next blog post will delve into these people skills for holacracy. In the meantime,



Your turn: What other challenges are there in holacracy?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
10 Ways to Work With Immature Teammates
The Surprising Secret Within Every Great Communicator
9 People Skills Tips for Potent Influential Communication
People Skills Philosophy For Success With Others
7 Pleasures That Calm When Dealing w/ Toxic People

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Love and Honor is our People Skills Global Twitter Chat Topic.

WHEN: Sunday May 24, 2015 at 10AM EDT. Hashtag: #peopleskills


Background on This Chat Topic: Love and Honor

Love and honor seem connected. Are they? Do they conflict at all? or Do we fear how much they are connected? JOIN us Sunday May 24th, 2015, Memorial Day weekend, as we explore love and honor.



Love and Honor: Image is People skills logo

Love and Honor: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


Love and Honor – A Deeper View

Love and honor are powerful emotions and momentous people skills. They have implications for our businesses, our careers, and our lives. The question is — Why? Where do they get their strength and power? Do they every conflict or are they naturally connected? JOIN us in this #peopleskills global Twitter chat to dig deeper on this topic.

Some questions to get us thinking in advance. Actual questions will post live during the chat.

  • What is honor?
  • How do values, society, and culture affect who/what we honor?
  • How are love and honor connected if at all?
  • Why are love and honor so powerful?
  • What brings people to feel love for others?
  • When are we most likely to express love to others?
  • Can honoring your own values stop you from loving others?
  • How do people skills affect our ability to love and honor others?
  • Should leaders and business love and honor their employees? Y/N/ Why/Why not? Pls. explain.
  • Is ‘honor’ something a person must earn?
  • How can we honor ourselves and is it important?
  • Whom would you like to honor today and why?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday May 24th , 2015 10am EDT on Twitter (hashtag: #peopleskills) to explore love and honor.


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Special thanks to generous chat moderators Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price, Chantal Bechervaise and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday May 24th, 2015 10am EDT/7am PDT to explore love and honor.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. May 24th, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Love and Honor.


Until then, as always, I wish you bonds of happiness and success!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Leaders claim objectivity is valuable in preventing emotionally skewed decisions. Yet if leaders detach to be objective or come across as indifferent, they disengage employees and results suffer.


Leaders, are you helpfully objective or actually indifferent?

Leaders, Are You Helpfully Objective or Actually Indifferent? Image by: HikingArtist.com

 

Helpfully Objectivity

  • Considers all perspectives to ensure accurate results
  • Researches what is behind emotion to unearth weighty factors
  • Gets close enough to find and see the truth
  • Respects passion’s lift more than it fears its drag
  • Boldly taps emotion to inspire and engage employees

 

Objectivity Turns Into or Seems Like Indifference

When leaders …

  • Glorify measurements over all other types of information
  • Distance themselves in the fear that getting close will limit their honesty and objectivity
  • Mislabel all passion as illogical
  • Act solo because they lack trust in those around them
  • Revel in the comfort and false security of their own views and personality type
  • Push aside diverse new views under the guise of tried-and-true ways
  • Hold their positional power and/or expertise as the ultimate factor in decision making








Objectivity requires a true and complete picture. It sees the value of emotion. It understands diverse factors and perspectives.

Meanwhile, fear, the comfort of habit, and love of data and procedures try to disguise indifference as objectivity. The disguise backfires and leads to a skewed view and poor decisions.


Identify what obstacles are keeping you from engaging with employees, from seeing diverse views, and from building closer relationships. Develop emotional intelligence to overcome those blocks! It is far easier than you think and the business rewards are great.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
5 Steps to Developing Emotional Intelligence
Leadership Engagement: How to Reach Employees Not Preach to Them
Want Engaged Employees: Don’t Confuse Contentment w/ Lack of Ambition

Grateful for the use of Image by: HikingArtist.com via Flickr Creative Commons License.

©2013-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Tough Mind Warm Heart: JOIN Us in People Skills Global Twitter Chat!

WHEN: Sunday May 17, 2015 at 10AM EDT. Hashtag: #peopleskills


Background on This Chat Topic: Developing Tough Mind Warm Heart

When people think of mental toughness, they don’t always picture a warm heart. Yet emotional intelligence and empathy are a huge part of mental toughness. JOIN us Sunday May 17th, 2015 as we explore developing tough mind warm heart.

My co-host is former FBI agent and mental toughness coach La Rae Quy She is author of the wonderful book Mental Toughness: 52 Tips to Recognize & Utilize Your Greatest Strengths. You can also tap her insights through her blog.



Tough Mind Warm Heart: Image is People skills logo

Tough Mind Warm Heart: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.


Tough Mind Warm Heart – Why and How!

Developing a tough mind warm heart life is very doable. In most cases, you can achieve more with emotional intelligence than with a hammer. In leadership, teamwork, sales, and your relationships, a tough mind warm heart approach combines the insight of a great mind with the power of heart.

Some questions to get us thinking in advance. Actual questions will post live during the chat.

  • Mental toughness – what is it and what you do imagine it does?
  • How is mental toughness different from hard-headed?
  • Tough mind warm heart – why does it sound contradictory to many people?
  • How can you have a warm heart without sacrificing critical thinking?
  • What are some examples of being warmhearted?
  • How can you develop a thick skin and a warm heart? Ag/Dis? Why?
  • How can you prevent your warm heart from weakening your mental strength?
  • What life events help/hinder developing a tough mind AND a warm heart?
  • When does a tough mind warm heart approach bring the most benefit?
  • How do people skills help develop a tough mind and a warm heart?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday May 17th , 2015 10am EDT on Twitter (hashtag: #peopleskills) to explore “tough mind warm heart.”


I also invite you to continue this chat by joining the Google+ People Skills Community and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global chat community on Twitter (#peopleskills), Google+, and LinkedIn. We welcome your suggestions for topics, offers to co-host, and most especially your individual insights.

Special thanks this week to LaRae Quy for co-hosting with me and continued thanks to generous chat moderators Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price, Chantal Bechervaise and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday May 17th, 2015 10am EDT/7am PDT to explore developing tough mind warm heart.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.







TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Twubs.com or Tweetchat.com, enter hashtag #peopleskills, and sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Chat with you this Sun. May 17th, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Tough Mind Warm Heart.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Mental Toughness: Starts w/ Emotional Intelligence!


Mental Toughness: Image is Book Cover

Mental Toughness: 52 Tips fr LaRae Quy




What do you think is the key to surmounting tough obstacles?

  1. Emotional Intelligence
  2. Relationships
  3. Positive thinking
  4. Mental toughness


The obvious answer is mental toughness.  Yet the truth is all of the above — because mental toughness actually requires emotional intelligence, honest relationships, and positive thinking.   So says former FBI agent LaRae Quy and author of Mental Toughness: 52 Tips to Recognizing & Utilizing Your Greatest Strengths.

As The People Skills Coach™, what struck me about LaRae’s new book was that the first section is all about emotional intelligence.  It’s not what most people consider when they think of mental toughness.



It makes sense explained LaRae in my recent interview and discussion with her.  She coaches many people to become self-aware.  “Know your hot buttons and how not to react.”  This has great implications for individual achievement AND people skills of interaction. Leading teams, engaging employees, productive collaboration, selling and serving customers, etc…

“You can master the majority of tough human interactions better with emotional intelligence than with a hammer and tough approach.  There are moments and exigent circumstances that require the gruff exterior yet it is not the norm.”


LaRae also highlights the difference between mastery versus success.  She stresses: “An attitude of success actually leads to mediocrity. We see it as a fixed arrival point that we never want to leave.  We RIP – retire in place or rest in peace depending on how you look at it. On the other hand, mastery is a growth mindset.  We focus on mastering that moment and then asking what’s next? Experimenting and learning brings clarity!”

SURPRISE: If you want to develop mental toughness, don’t think about success.  Focus on experimenting and mastery!


Q: So what are the specific benefits to developing mental toughness?

LaRae Quy: “Breakthroughs! The grit and resilience to know that you will prevail over the challenge instead of waiting for the circumstances to change.”

Whether it is workplace interaction issues, a project team facing seemingly insurmountable obstacles, a leader trying to reignite employees’ passion and commitment, start with La Rae’s top 3 tips for mental toughness:

  1. Become self-aware
  2. Develop healthy honest relationships to support each other
  3. Practice positive thinking. Neuroscience research shows that it takes five positive thoughts to overcome one negative.

This speaks to how important leaders’ inspiring words and positive attitudes matter to morale, engagement and performance.  Mental toughness is not about acting and talking tough.  It is rooted in understanding yourself and others to overcome obstacles and achieve some mastery.


Mental Toughness: Getting Started

To get started in developing your mental toughness, La Rae advises you to learn what mental toughness is and is not. Become self-aware, understand others, bring clarity to any challenge, and practice positive thinking.

I can’t think of a better way for you to do this than to buy and read La Rae’s refreshing and wonderfully written book Mental Toughness: 52 Tips to Recognize & Utilize Your Greatest Strengths.  I chose the Kindle version and digested it as quickly as my finger could swipe each page.

You can also connect with LaRae on her blog, on Twitter, and LinkedIn to engage her insights and gritty experience.



Thanks LaRae for this great book and the interview!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
5 Steps to Develop Emotional Intelligence
10 Steps to Emotionally Intelligent Teamwork

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Irresistible Customer Experience Loyalty – Do’s & Don’ts Part II

In part one of delivering irresistible customer experience, we focused on what every customer wants. The next step, irresistible customer experience loyalty comes with consistency in being irresistible! And yes, it is doable. Apple, Ritz Carleton, Nordstroms, Zappos, all deliver it through relationships!

Irresistible Customer Experience Loyalty: Image is a Magnet drawing things inward.

Irresistible Customer Experience Loyalty: Do’s & Don’s Part II



Do’s and Don’ts of Irresistible Customer Experience Loyalty – Part II

An irresistible customer experience:

  • Is pleasurable.
  • Makes customers feel wanted.
  • Gives customers something they really want.
  • Surprises customers with something positive that they didn’t even know we wanted.
  • Gets better and better each time.
  • Reawakens pleasant feelings they had before.
  • Prevents or relieves difficulty or pain.
  • Elevates customers in some way and puts them in a positive light.




DOs/Don’ts:

  1. Greet customers w/ zeal and focus. Don’t use robotic greetings that seem disinterested.
  2. Show individual interest in them. Don’t queue them up like transactions.
  3. Design online and mobile interaction from the customer perspective. Get their feedback and make changes! Give your employees access to the same views to easily assist customers who call. Don’t let the silos in your company sour the customer experience.
  4. Embrace negative feedback w/ empathy and resolutions. Don’t defend with explanations and excuses. Tell the customer why the experience doesn’t make it better and repels them.
  5. Trust each customer until you have data that says otherwise. Don’t use procedures that treat every customer as a potential criminal. Irresistible customer experience loyalty comes from a trusting relationship!!
  6. Train your employees on how to build relationships & empower them to do it. Don’t reserve this training for just the sales folks. No matter what employee your customer interacts with, that interaction must draw the customer in again and again. It must virtually say “we want you not just your money.”
  7. Be flexible and adaptive. This doesn’t mean offering 100 different options. It means adjusting what you do offer to make the experience irresistible to customers. Don’t allow your metrics to become the culture. Metric-focused organizations slide into a rigid approach in service to the metrics. Serve the customer not the metric. Serve the customer and you’ll meet the metric.




Let’s do a workshop to train, empower, and inspire your employees very soon.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
25 Worst Customer Experiences to Avoid Making the Same Mistakes w/ Your Customers
Customer Experience Superstars: Their Celebratory Give & Take!
11 Surefire Beliefs for Superior Customer Experience

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.



QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™


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