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Superior Customer Service: Think Care Not Guilt


I hear some customer service reps, agents, and analysts — even leaders — say that you shouldn’t say “We’re sorry” to customers because it means “we’re guilty.” There is even one consultant who has written a book with this same idea. The problem is, it is simply not true. It’s a myth and a costly mistake to make.


Sorry doesn’t mean guilty. It means we care. In fact if we are thinking about who’s guilty, we aren’t even in the zone of delivering superior customer service and customer experience.


Don’t picture this …



Superior Customer Service: Image is words Mea Culpa

Superior Customer Service: Sorry Doesn’t Mean Guilty Image via Istock.com





Picture this …



Superior Customer Service: Image is Balloons w/ Sorry Words Celebrating!

Superior Customer Service: Sorry Means We Care!

Grateful for both images from Istockphoto.com.



Superior Customer Service: Think Care, Not Guilt!

Superior customer service is never about guilt. It’s about responsibility, desire, and passion to serve and to care.

  • Sorry doesn’t mean guilty. When we offer condolences at a funeral, it doesn’t mean we are guilty. Sorry is one of the many ways to express empathy. We’re sorry for your _________ doesn’t mean we’re guilty of it.

  • When customers are upset with us, we are responsible (not guilty) for the less than satisfying experience they had. Let’s not back away or defend ourselves. Let’s make it an incredibly great moment that customers will remember. Studies show that outstanding service recovery skills often create some of the most loyal customers! Many customers believe that some mistake is bound to happen and they are wowed by great empathy and service recovery skills.

  • Thinking that sorry means guilty says we are thinking of ourselves instead of the customer. We have misinterpreted the customer’s outburst as an accusation against us. It isn’t. Customers want care and resolution. Give them an unadulterated full out “we’re sorry”. Give them full commitment to resolve the issue and loads of care.

  • Customers can get upset for many reasons. Don’t analyze whether they are valid reasons. Don’t analyze who’s at fault. Don’t act neutral. All of these are wasted time and effort. Go all the way and show them true empathy. Empathize emotions; don’t analyze them.


  • [Tweet “Empathize emotions; don’t analyze them! #custserv #NCSW14″]

  • Humility is not humiliation. Humility allows us to put the customers emotional needs ahead of ours. We are the professionals. This is not humiliation — the driving emotion behind the guilty/sorry debate. The debate is useless. It sidetracks us from the main goal of delivering superior customer service, memorable customer experience, and retaining the customers.

  • Live with accountability not blame. We are responsible for delivering superior customer service experience. This is a far cry from being guilty when we miss the mark.



Remember, if customers are complaining to us, they’re still interested in our business. We have a chance to show we care. A chance to wow. Don’t blow this chance by withholding empathy. Give a caring “we’re sorry”. It’s not a shameful “we’re guilty.”


Apologize to customers if they had a less than stellar experience. It is a chance for us to reaffirm commitment with true empathy. It’s a chance to show just how much we care about them. It’s a chance to improve our business and wow the customers even more.


Short 2 minute video with inspirational message for leaders and teams to deliver superior customer experience!


Replace guilt with care. Guilt doesn’t belong in superior customer service. Care does. Create a customer-centric culture that brings them back for more.


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

Related Post:
Leadership: Breed Accountability Not Blame
24 Customer Service Tips That Make Loyalty Easy
Superior Customer Service: 5 Ways to Stay Calm AND Caring w/ Upset Customers

©2013-2014 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.

Reduce Conflict: 5 Places to Hear the Urgency Before the Yell

As The People Skills Coach™, I often teach others how to deal with people’s anger in the workplace and reduce conflict. Does your boss yell? Has a team member suddenly become edgy with you? Has a customer surprised you with a yell?

Reduce Conflict: Image is bee w/ magnifying glass.

Reduce Conflict: Hear the Urgency Before the Yell Image: Istock.

Image licensed from Istock.com


If you don’t like to be yelled at, develop one of the most valuable people skills to reduce conflict:

Hear the urgency before the yell!



Often when the boss, a teammate, or a customer yells, you have missed the urgency they were communicating before the yell. It’s not your fault and this is not about blame. Yet hearing the urgency before the yell can give you what you want — less conflict!

In the face of urgency and a listener who doesn’t hear it, someone may resort to a yell. I am not speaking about people who yell all the time. I am referring to people who suddenly start to yell.

Reduce Conflict: 5 Places to Hear Urgency Before the Yell!

  1. Hear urgency in repetition. When they calmly say the same thing twice, hear their urgency and acknowledge it — before the yell. If you remain silent because you are pondering what they said, the next thing you hear may be a yell. To them silence means you don’t care. Tell them you are thinking not ignoring them.


  2. Hear urgency in their lack of knowledge. Your expertise blinds you to their urgency. As they speak, your knowledge is calmly telling you that you can handle it. Speak up. Nicely reassure them that you can handle it. Communicate solutions sooner to reduce conflict and prevent the yell.

  3. Hear urgency in the painful past or impending future. Many times people’s urgency comes from previous negative experiences that caused them pain or something they are anticipating. Ask great questions while people are calm to uncover their concerns — before the yell. When you uncover the fear, you find the urgency and reduce conflict.

  4. Hear urgency in the need to be acknowledged. Urgency is not always a deadline for action. Often people’s urgency resides in their need to be heard. Tell them that you hear what they are saying. Paraphrase (not parrot) what they have said. Acknowledging people can prevent the yell and reduce conflict.

  5. Hear urgency in the bigger picture. Example: I was teaching a public class. The banquet room was to be setup by 7:30am so I could prepare before greeting the students. I walked in to see a room configured incorrectly and no flip charts.

    I calmly spoke with the hotel rep about re-configuring room and the time frame needed. Ten minutes later there was still no change. I then said, “Fix this now!”. He replied, “that’s good, you woke me up” and quickly fixed the problem. To him, my calm voice at the beginning meant it wasn’t urgent. Had he looked at the bigger picture of my need to prepare before people arrived, he would have heard the urgency in the calm — before the yell.



Bonus Tip: The more you know about people, the easier it is to reduce conflict and prevent the yell. Learn what annoys them (pet peeves), their personality types, their fears and goals, their frustrations, and how best to respond before the yell.





You can create positive, proactive, productive interactions in business.

[Tweet “To reduce conflict, hear the urgency before the yell! #custserv”]




What have surprising outbursts taught you about reducing conflict in business?



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


Related Posts:
6 Key Reasons Executive Leaders Get Annoyed w/ You
Reduce Conflict: Listen While You Speak

©2014 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.

A World Gone Social: Interview of Authors Ted Coiné & Mark Babbitt

A World Gone Social: Image is the book cover.

A World Gone Social by Ted Coiné & Mark Babbitt




After years of research, Ted Coiné and Mark Babbitt have penned a substantive leadership book, A World Gone Social.  This book could easily be subtitled, The Accountability Age – Leadership in a World Gone Social. It digs into leadership, employee engagement, customer experience, and innovation. 

The book goes beneath meaningless numbers like total followers to the true influences and influencers in business today.  It reveals social media’s impact on leadership and management and guides leaders on how to make the shift. 

As The People Skills Coach™, I was intrigued and attracted to the book’s title, A World Gone Social.  I wondered what impact it’s truly having on businesses and employees.



I caught up with authors Ted Coiné and Mark Babbitt to learn more about what their research uncovered.

Q: Ted & Mark, as you researched A World Gone Social, what surprises did you uncover?

Mark: Since my business, YouTern, is social all the way, I was surprised that many companies are not living it. Especially at the Csuite level, many haven’t embraced it and aren’t leading from it or with it.

Ted: I was surprised that many companies don’t yet realize that social media is a tool creating a holistic change in how we think, act, and lead. It’s not just a technology trend.  It’s empowering small, little known businesses in garages to truly challenge big businesses.

Kate: Ted, I can almost hear the shark music from Jaws playing in the background as you say that!


Q: Why aren’t leaders, especially at the highest levels, leading from and with social media?

Mark & Ted: They don’t know how to measure it. What’s the ROI of using social media for x amount per day or week?  That is why we included a whole section in the book to meaningful social media metrics and how to calculate them.


Q: How is social media truly changing the work lives of the workers?

Mark & Ted: Well the standard workday is dead. For employees with managers who are emailing them very early and very late, this can lead to overwork, burnout, etc… For employees with managers who believe in flexibility as long as you deliver results, mobile and social media are transforming the workplace in a positive way.


Q: In your opinion, has social media caused more harm than good OR more good than harm?

Ted: I like that question. Best one I’ve been asked yet.  Social media is good. It connects people to a world of new possibilities. And it’s here. You don’t really get a vote. You can choose not to use it yet it affects you anyway.

Mark: It’s all in how you use it. It’s great to celebrate wins and meet that human need for connection in business and in life. However, people who use it to tell the world about their sore feet are missing the true purpose of social media.


Q: Mark & Ted, what are the key messages in your book, A World Gone Social?

  • Death of the large! Small companies are now truly empowered to tell the world about their innovative products and services. This type of communication was formerly only the territory of big players. So for large companies to not  truly embrace social media is a huge strategic mistake.
  • Metrics are still possible! You can measure social media ROI. We show you in this book the approaches to take. 
  • Ordinary is now extraordinary. An ordinary person with an extraordinary network can be hugely successful.  Whether you are a budding entrepreneur or just out of school looking for your first job, branding with social media IS the pathway to success.



Q: What do you intend and hope this book will do for everyone in the business world?

Mark: Help people realize it’s important to re-energize people in the workplace and social media is the pathway to doing it!

Ted: Being social, not just industrial or digital, makes sense because it plays to human nature and basic human needs.

Kate: So it’s not just small talk or useless chatter. It doesn’t distract from business success.  It is the pathway to success.

Mark & Ted: Yes!




Author: Ted Coiné

Chairman, Switch and Shift: Ted Coiné

CEO & Founder YouTern: Mark S. Babbitt

Author: Mark S. Babbitt





Listen to more of the interview about A World Gone Social with Ted Coiné and Mark Babbitt.







Thank you, Mark & Ted, for writing A World Gone Social.  In my opinion it’s a must read for every leader and manager wanting to move past the trend and into the truth about social media’s purpose, influence, and outcomes. Congratulations!

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


Additional Leadership Posts
Leadership: 5 Essentials for Building 21st Century Teams
People Skills: The Secret Within Every Great Communicator


©2014 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.

Listening Beyond Our Boundaries: Risk Free Success!


Listening Beyond Our Boundaries: Image is person breaking through and emerging through a wall.

Listening Beyond Our Boundaries. Image licensed from Istock.com

Image licensed from Istock.com


We succeed in leadership, teamwork, employee engagement, customer service and relationships in general when we listen beyond our boundaries.

Listening beyond our boundaries solves problems and prevents problems. It turns perceived gaps into understanding. It magically draws people together to do the impossible. There is nothing to stop us.


All we need to do is get started!


Listening Beyond Our Boundaries: 2 Minute Quick Start Video






[Tweet “Listening beyond our boundaries turns gaps into understanding to achieve the impossible. #leadership”]


[Tweet “Listening doesn’t mean agreement but it sure can lead to it. #teamwork”]


[Tweet “Listening tells customers, you matter and we care! #cx #custserv”]


When has listening beyond your boundaries created surprising results?

How can we help others to listen beyond their boundaries?

Or must everyone do it on their own?


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

Related Post:
Listening Responsibility: Listen While We Speak!

©2014 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.

Business People Skills: Can You See Your Ins & Outs? Others Can!


Business People Skills: Image is multi-color sign words are connection openness.

Business People Skills: Welcome In or Stay Out? Image by PSD via Flickr.

Grateful for image by PSD via Flickr Creative Commons License.

Business People Skills: People Can See If You Are Letting Them In

Many actions tell people if you truly want to connect with them or keep them at a distance. It matters in leadership and teamwork. It very much matters with customers. What signals are you sending? “Yes, let’s work together?” or “I’m not so interested.”


Have any of the following behaviors hurt your business people skills? They are easy to check and to keep in check. The effort is well worth it. Success comes with others — not alone.



  1. Mentioned in 2 minute video above.
  2. Mentioned in video above.
  3. Mentioned in video above.

  4. The need to be right. When people must have last word on everything, they come across as insecure, even arrogant. They are also sending the message — stay out! Closed-minded portrays as closed off. How do your business people skills portray you?

  5. Too much talking or too much silence. When people talk and talk and talk, it paints them as self-absorbed. It also communicates “stay out”. Too much silence can paint the same picture and send the same message. Many mistakenly believe that silence shows incredible interest and welcomes others in. Yet, silence isn’t always golden. It can also seem like disinterest. Seek balance. Engage in dialogue.

  6. Lots of absolutes and generalizations. Absolutes are rarely true. They often discourage discussion and connection. Generalizations about people also shut out connection and learning. Treat each person as the unique individual they are. Learn about them. It says “Let’s engage.” That portrays great business people skills.

  7. Being distracted & multitasking. When people don’t give their full attention, the message is partially — stay out. No matter how great the claim about their ability to multitask, the message they are sending is far from welcome. If you give partial attention, you are communicating a “stay out” message. Apologize for being distracted and refocus. That says “I welcome you in.”

  8. Immediately redirecting people to written material. I’ve seen this frequently in online networking. I receive a LinkedIn invitation to join someone’s network. I initially look at the person’s profile to learn more about them. If I accept the invitation, I send a thank you message highlighting something from their profile and asking them some questions to learn more. More than once, I got this reply: “The best way to learn more about me is to go to my website.”

    Really? Instead of interacting and learning about each other? The business people skills message was: “I don’t want to interact.” Then why invite people to join your network? Do you want to welcome people in or keep them out? Engage in discussion to network and uncover new business opportunities!



When a situation calls for extreme caution, it’s wise to be slow to trust. Yet closed off with no trust can’t reveal whom you can trust. Business people skills can light the way and do just that!






Do your business people skills more often welcome people in or keep them out?



What tips will you add to the list from your world of connections?


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

Related Posts:
Avoid These 8 Common Causes of Business People Skills Mistakes
Career Success: Are You Rockin’ w/ These 13 People Skills
12 Signs You Have to Be Right! on Alli Polin’s Break The Frame blog.

©2014 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.

Employee Engagement: The no cost people skills approach!


Employee Engagement: Image is Gold puzzle pieces connected.

Employee Engagement: 4 Easy No-Cost People Skills Steps

Image licensed from Istock.com.


Leaders, managers, and business owners — you do not have to spend money for employee engagement. With four simple people skills steps, you can engage employees for greater commitment, accountability, and success.


Move past the myth that employees only care about salary increases. Engage employees by tapping the basic human need for acknowledgement.

One minute video with 4 easy no-cost employee engagement steps.






Employee engagement is not a planned event. It isn’t a strategy. It doesn’t focus on salary and promotions.


It is every action you take to honor, respect, and tap the talent you already hired. The business succeeds with and through the employees.


Use the 4 no-cost steps outlined in the one-minute video to acknowledge employees. Tap their strengths and talents AND develop their untapped potential. You will be amazed at the results.


From my professional experience, through these short videos, workshops, and coaching — onto your success!


I welcome your insights in the comments section below.



I look forward to working with you,
Kate Nasser, The People Skills Coach™

Related Post:
True Employee Engagement: Appreciate & Recognize
12 Worthy Kudos to Spark Employee Engagement

©2013 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Superior Customer Experience: Succeed Through Empathy.

 

Superior Customer Experience: Image is letter A+

Superior Customer Experience: Power of Empathy Image by SalFalco.

Gratitude for image by Sal Falco via Flickr Creative Commons License


When you think of superior customer experience, do you think of empathy?  Many people think of empathy mostly as something to relieve painful moments.

 

The truth is that empathy also prevents painful moments. It establishes and celebrates connections. It creates outstanding experiences.

 

You deliver superior customer experience through empathy!

 

Superior Customer Experience: The Power of Empathy

When we think and act from the customer’s perspective, we are using the power of empathy. We are building bonds for success.

  • Empathy opens listening. Stepping outside of our own perspective through empathy, puts us in listening mode. This triggers the customer’s listening as well. BAM! Bonds for superior customer experience.

  • Empathy allows us to make it easy for the customer. When we design websites with empathy for the customers’ perspectives, we make it easy for them to buy from us. BAM! Easy is a big part of superior customer experience.

  • Empathy is the messenger of care. Every time customers interact with us, our words and actions must say “we care about you”. Empathy is that messenger. BAM! Care brings customers back because it delivers superior customer experience.

  • Empathy engages employees to deliver the best. Empathetic leaders inspire team members to be empathetic with customers. These leaders build a culture of care and model it to engage everyone to superior customer experience!

  • Empathy strengthens teamwork. Superior customer experience requires great cross teamwork through the company. When teams engage in empathy and see each others’ views, they can deliver that wonderful seamless trouble free experience every customer wants.


What threatens empathy? The myth that empathy means agreement. It doesn’t! Empathy means: “You matter. We matter. This matters. Let’s collaborate.”


If we think that empathy means agreement, we block our empathy when we don’t agree with someone. We stop listening and so do they. We actually create difficult moments — the opposite of superior customer experience. When we block our empathy, we block our influence.


When we consider others’ views before responding, we are using the power of empathy. When we think of the impact of our actions before making decisions, we are using the power of empathy.


Empathy is the applause for shared interests. It draws people together for infinite possibilities and bonds for tremendous success. It opens two-way listening and the doors to great partnerships.


Empathy is the engine of superior customer experience!


Will you offer examples of how empathy delivered superior customer experience in your life?


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

Related Post:
People Skills: Empathize Before You Analyze

©2013 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. 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. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!

Team Building: 5 Essentials in Just 5 Minutes!

Team Building: Flexibility is Image of Mesh Covering That Moves

Team Building: 5 Essentials for 21st Century Teams




For leaders team building is perhaps THE challenge of success.

It is the teams that make the vision come to life.
It is the teams that must use resources appropriately.
It is the teams that must overcome obstacles and barriers.

So much depends not only on the makeup of the team but also how they work together.

For great teamwork, leaders must do team building in new ways that match the team, the goals, and the changing dynamics of business.

Grateful to Barbara K for featured image via Flickr Creative Commons License.



Team building: 5 Essentials in 5 Minutes for 21st Century Teams

In this 5 minute team building video for leaders, learn the 5 team building essentials that keep pace with the changing dynamics of business.


  1. Use the new definition of team that kicks off this team building video. The standard definition no longer builds high performance teams.

  2. Boost team building efforts by one very important prep step.Good news: The prep step is easy!

  3. Use appropriate settings for maximum team building. The very short true story in this video illustrates what happens when you don’t!

  4. Clear the fog for effective connection. Leaders have the big picture that teams don’t always have. What does that mean for team building? This video tells you exactly in step 4.

  5. Replace old maxims of teamwork or suffer the demoralized consequences. Step 5 in this video covers the most important belief to replace and what to replace it with — to retain top talent and gel them into a great team.



Team building is not fluff. It is valuable concentrated effort to help teams gel, be adaptable to changing needs, and reach success.


I invite you to Contact me to discuss any of the points in this 5 minute video, to brainstorm ideas on specific steps to build your teams, or to go even further and engage my services in team building for remarkable performance.


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

Related posts:
Leaders, Great Team Member Attitude is Essential, Not Negotiable
Teamwork: Make Apologies Worthy of Acceptance w/ 4 Basics
25 Incredible Traits/Behaviors to Appreciate in Your Teams

©2013 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. 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.

Leadership inspiration video: In this 2.5 minute short, capture the key to leading in the tough times of change or when teams are pressured to do more with less.

Image by:Three_Sixteen via Creative Commons License.

Leadership Inspiration Video: Buoy

Leadership Inspiration Video: Leaders, Are You a Buoy?


Great leaders face this challenge by being a buoy of inspiration and balance. They turn rough currents into the currents that sustain and move everyone forward.


In this short leadership inspiration video, hear 3 steps to be a buoy and model buoyancy for every team member.





Leadership Inspiration Video: Are You a Buoy?


Be a Buoy; Model Buoyancy.

  • Be a Buoy Not the Buoy. Many leaders don’t want the organization tied to them. The organization should flourish without breeding dependency on them. To this end, they withhold inspiration thinking teams will discover their own. Inspiration doesn’t breed dependency. A leader’s inspiration is a buoy that teaches others how to be a buoy. It models buoyancy to sustain all in tough times.

  • Show respect to respect. Basic human respect is a buoyant force. Without it, teams sink. Great leaders show respect to respect and to everyone. It doesn’t coddle teams. It keeps them buoyant in rough currents. It includes honesty vs. bluntness and respect for diversity.

  • Maximize Positive Emotion. Kudos, appreciation, and can-do mindset teach everyone how to be buoys. Pessimists believe that this is sugar coating. They think it denies the truth and can lead to business failure. Not true. Positivity doesn’t rewrite the truth. It spotlights the positive truth to handle the negative truth. Be a buoy to sustain all in tough times.

  • Build Daily Practice into Buoyant Culture. Whatever behaviors people repeat become their culture. Learning vs. blaming creates a learning buoyant culture. Engaging vs. telling creates an empowered buoyant culture. Responsibility vs. entitlement creates a buoyant culture of shared leadership. Daily doses of inspiration vs. a just get-to-work approach creates a buoyant can do culture.

  • Celebrate Flexibility. One of the most maddening aspects of tough times is having to abandon one project or product to develop another. Committed team members feel a loss. Demoralized, they lose energy and productivity. Leaders can minimize and even prevent this effect. Model flexibility. It keeps productivity afloat in times of change. Stay buoyant!

  • Play Along the Way. Driver personality types find challenge fun and highly motivating. This isn’t true of every personality type on the team. Challenge to them feels like struggle. They achieve through other types of fun. Great leaders stimulate buoyancy through diverse play along the way.

Leaders, do you foresee rough currents ahead? Are you and your teams pressured to do more with less. Play this short leadership inspiration video for your teams each day. Discuss what you can all do to be buoys for each other. “Instruction does much, but encouragement does everything.+ ~Goethe

Contact me for more ideas, for Be a Buoy workshops, or for the one hour Be a Buoy keynote at your next big event.


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

Related Posts:
25 Incredibly Valuable Team Member Traits to Applaud
10 Ways to Ignite Greatness Without Scars
Engage Employees With the Magic of the I’s in Team

©2013 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 contact me. 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.

Customer service training programs for Call Centers, Customer Service Centers, and Technical Support Help Desks often fall short of the one tool that makes every interaction successful. What is the one thing that the best CSRs (customer service reps) and technical support reps do well? The best adapt to the customer’s personality type to deliver A+ customer service every time.

Picture a driver type customer calling for customer service and a CSR with an amiable personality type picking up the phone. Will this go well? It will if the CSR knows how to adapt to a driver personality type. Can you imagine a high expressive CSR and a deep analytic customer working well together? It will be far more productive if the CSR knows how to adapt to personality type.

Train all CSRs and technical support reps on how to quickly spot and adapt to personality type. Then celebrate all the positive results — customer delight, faster call handling, increased productivity, flexible teams that handle change well, and an A+ customer service reputation.

Good news. There is a quick way to spot and adapt to each personality type with tangible steps to success every time! Here is actual footage from my customer service training program “GPS Your Brain to Work With Any Personality Type”. I am ready to train you and all your teams on this fast method of spotting the four personality types and exactly how to adapt to each.

Footage filmed by www.dolcevideo.com.

Practice using this tool and it becomes one of the most far reaching and powerful professional people skills you will use in each and every career you choose. When you can speak in a way that is comfortable for someone else, you become very influential. In customer service, it is essential for delivering A+ customer service.

©2010-2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email info@katenasser.com. Thank you for respecting intellectual capital.


Kate Nasser, The People-Skills Coach, delivers advanced people-skills training and keynotes to span the differences between people and create superior customer service and teamwork. She has also just released a training DVD on adapting to customers’ geographic differences. Click here for Customer Service USA – Coast to Coast Expectations.

Team success in a diverse workplace requires more than a common goal. Respecting the differences is key. Each team member must be willing to flex their style and adapt to others.  Once again people-skills, also known as soft skills, impact the tangible results in business.  In this case, the people-skill needed for team success is an individual willingness as well as the skill to embrace others’ styles and blend yours for the team’s success.

The underlying support for this is a basic respect for the differences. Engage your teams in a discussion on this topic. You may be surprised at what they say! Here’s a short inspirational video to help you get started:

  1. Respect the differences
  2. Learn to love the differences
  3. Find the fit

(Footage by http://dolcevideo.com capturing Kate Nasser’s key messages on personality type to the Annual Gov’t Customer Service Conference.)

In this info-packed and humorous session on GPS Your Brain to Connect & Work Better with Anyone, Kate Nasser, The People-Skills Coach, shows you how to spot personality types and easily adapt. Imagine the success you will have in customer relations, customer service, teamwork, and leadership when you better understand the behavior you see and how to thrive with it!

Diversity is everywhere and if you learn to identify the differences in personality type, learn to love the differences, and find the fit — your career (or business) and your life chart a new path of success.

Kate delivers short focused workshops and webinars on this hot topic.  She is also writing a book with a very interesting twist on personality types!

Do your customer service and sales teams truly have a passion for serving customers that produces memorable moments and customer loyalty?

In this keynote presentation, I take all your sales and customer service teams On the Road Again to discover The Geography of Customer Service.  America is a very diverse country and even Americans are not aware of the differences in customer service expectations between North, South, East, West, and Midwest. Understanding these differences and adapting your professional soft skills to map to the customers’ expectations produces success and customer loyalty.

To book Kate Nasser, The People-Skills Coach, for your next keynote on professional soft skills for customer service and sales, call or email her directly. Contact info is on this website.  Feel free to leave your comments about this footage in the comments section below.


Keynote delivered at the 10th Annual Signature Customer Service Conference in America. Footage shot by Cid Hunter, www.itvproductions.com, Los Angeles, CA.