empathy

Outstanding Patient Experience: When You Don’t Know How to Answer

As healthcare organizations become bigger and busier, more communication with patients is delegated throughout the organization. Even in individual medical offices, it is common for doctors to ask nurses and assistants to communicate test results and next steps to patients.

Then it happens. The patient asks questions that the nurses or assistants don’t know how to answer. What now?



Outstanding Patient Experience: Image is diverse healthcare professionals.

Outstanding Patient Experience. Image by Sean Locke.

Image by Sean Locke.


Outstanding Patient Experience: When You Don’t Know How to Answer



A Recent Patient Experience

    The rheumatologist had drawn blood to assess the new patient’s symptoms. When the blood work came back with high inflammation makers, the doctor asked a staff member to call the patient and tell her that her inflammation markers were very high. It was extremely important that the patient come to her follow-up appointment.

    The doctor’s assistant called the patient and told her that her inflammation markers were very high and it was essential that she not miss her next appointment. The patient felt very scared. She asked: “What are inflammation markers? What’s going to happen to me? How serious is this?”

    The assistant then replied: “I just told you. Your inflammation markers are very high. Just make sure you show up!” And then she hung up on the patient.





Horrible patient care! Horrible people skills! Can you imagine how the patient felt at that moment being treated so poorly?



People Skills for Outstanding Patient Experience: DOs & Don’ts

The Don’ts

  • Get defensive and curt with the patients as this doctor’s assistant did
  • Bluntly report findings without preparing to answer patients’ questions
  • Hang up the phone or leave the room
  • Order or patronize patients



The DOs

  • Prepare before calling the patient. “First, before even getting on the phone, think like the patient”, says Doug Della Pietra, Director, Customer Services & Volunteers, Rochester General Hospital. Anticipate the patient’s reaction and then “request additional information from the doctor about how to respond and what additional information to share or not share.”
  • Empathize throughout the interaction. Verbalizing your empathy is key. It’s not enough just to feel it. You must share it with the patients. “Breaking not-so-good news in medicine is a very sensitive issue and it entails an extra dose of empathy and compassion,” says Dr. Gia Sison, Physician, Healthcare Influencer, and Breast Cancer Survivor.
  • Communicate don’t transact. You are interacting with humans on the most sensitive issue they have — their health and survival. Barking out orders (e.g. show up for your next appointment) is rude and ineffective. Remember, you are not just transacting business. Your goal is to deliver outstanding patient experience as you impact human lives psychologically and physically.
  • Listen and be flexible. Communication is not one-way. It’s two way or no way. Instead of calling patients to report and then hang up, listen to their questions and be ready to offer alternatives. “Hearing the patient’s concern, the Medical Assistant could have offered to take a message to the doctor or asked the patient if they would prefer to come in sooner”, says Christina Steele, Medical Programs Training Manager, Dorsey Schools.


Being busy is no excuse for being insensitive and rude. If you choose to work in healthcare, you are choosing to be kind and compassionate for outstanding patient experience.

Doctors and practice owners/managers, prepare your staff before you delegate patient communication. Help them anticipate patient reactions and questions. Guide them on how to respond with clarity and care.

Moreover, give them people skills training on how to deliver outstanding patient experience. Contrary to popular thought, it’s not just common sense. It takes training just like any other skill. The payoff? It increases the chance that patients will follow your medical advice and be healthier in the end. I would be most pleased to deliver my in service people skills training to your healthcare teams for outstanding patient experience.



What do you expect when you are the patient?



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

Related Posts:
Outstanding Patient Experience: The Slam Bam Mammogram?
12 Reasons Leaders (Doctors) Communicate Poorly

©2016 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™

Rudeness & Etiquette: Join People Skills Global Twitter Chat

WHEN: Sunday Feb. 7, 2016 at 10AM EST. Hashtag: #peopleskills


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


Background on This Chat Topic: Rudeness & Etiquette

Rudeness and etiquette are perennial topics that need our focus. Definitions of them may change over time, yet the challenges of rudeness and the need for etiquette remains. JOIN us Feb. 7th 10amET/3pmGMT in people skills Twitter chat to explore these challenges.



Rudeness & Etiquette: Image is the people skills logo.

Rudeness & Etiquette: Image by KimbManson for Kate Nasser. All rights reserved.

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


Rudeness & Etiquette

JOIN us Feb. 7th 2016 10amET/3pmGMT in #peopleskills global Twitter chat to explore rudeness & etiquette in today’s world.

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

  • How do you define rudeness? Would people around the globe agree?
  • How does another’s rudeness affect you & your interactions with them?
  • What behaviors do you find rude? Is there a common theme among them?
  • How do you respond to rudeness?
  • What is the purpose of etiquette?
  • Where and how did/does etiquette develop and evolve?
  • Is etiquette dead? Y/N Pls. explain.
  • What etiquette guidelines do you live by?
  • How can you follow etiquette and still be the authentic you?
  • How do people skills help you when you don’t know the etiquette of a situation?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Feb. 7, 2016 10am ET on Twitter (hashtag: #peopleskills) to explore rudeness & etiquette like never before.


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.

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






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Feb. 7, 2016 10am ET/7am PT / 3pm GMT to share your views on rudeness & etiquette in today’s world.

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. Feb. 7, 2016 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Rudeness & Etiquette.


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™

©2016 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.

Serendipity & Chance Meetings: People Skills Global Twitter Chat Topic

WHEN: Sunday Jan, 24, 2016 at 10AM EST. Hashtag: #peopleskills


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


Background on This Chat Topic: Serendipity & Chance Meetings

Do you believe in serendipity and chance events? Is it just random luck or do we play a role in making it happen? Join us Sunday Jan 24th in #peopleskills global Twitter chat to share your views about serendipity.



Serendipity: Image is the people skills logo.

Serendipity & Chance Meetings: Image by KimbManson for Kate Nasser. All rights reserved.

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


Serendipity and Chance Meetings

JOIN us Jan. 24, 2016 10amET/3pmGMT in #peopleskills global Twitter chat to explore the possibilities of chance meetings and events.

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

  • What is serendipity? Do you believe in it?
  • Can we engineer and/or initiate serendipity? Why/why not?
  • How mindset and attitude affect whether we spot serendipitous events?
  • Inventions are often the results of serendipity? Ag/Disagree? Why?
  • How does trust impact serendipity, if at all?
  • What stops us from being open to positive chance events?
  • What should we start or stop doing to be more open to serendipity?
  • When people who believe in serendipity meet those who don’t, what happens?
  • How can people skills help us make the most of chance interactions w/ others?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Jan. 24, 2016 10am ET on Twitter (hashtag: #peopleskills) to explore serendipity and chance meetings.


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.

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






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Jan. 24, 2016 10am ET/7am PT / 3pm GMT to explore serendipity and chance interactions.

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. Jan. 24, 2016 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Serendipity/Chance Meetings.


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™

©2016 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.

Super Customer Service People Skills: Prevent Regret!

Super customer service has little room for regret. What we say to customers and how we say it leave lasting impressions. We can wound them with scars that last forever or we can use caring people skills to avoid laying an egg.

Super Customer Service People Skills: Image is Blue Egg w/ Letter R

Super Customer Service People Skills: Reverse Regret

Image licensed from Istock.com

In tough moments with customers, how can we speak with great people skills instead of regretting and hoping for that elusive second chance? Responding with care instead of defensively reacting is much easier when we are thinking about the after effects.

Instead of regretting, envision what you would write in a letter of regret and say that instead of your emotional reaction. Super customer service requires people skills that deliver care even in the toughest moments!


Super Customer Service People Skills – Prevent Your Regret!

  • Find empathy by imagining regret.

    The stress relief you feel by snapping at a customer is short lived. It is quickly followed by regret for your outburst. Reverse the regret process and feel empathy from the beginning. In tough moments, adapt don’t attack.



  • Imagine the caring you not the ego-controlled you.

    Many regrets are born of the need to be right, the need to be better than, the need to be selfish. In other words, regrets are born of the ego.

    Imagine yourself being great in service not needing to be right.

    Those who deliver super customer service, revel in helping others to succeed and thus they succeed. Their desire to care overrides their ego. They are humble enough to learn from the customer and don’t feel humiliated by the customer. They don’t say things to customers that they will regret for they envision receiving that very same care.


  • Prevent regret.

    Treat customers well the first time else there may not be a second time. Defensive thoughts and communication lead to regret. Stay open. Show empathy. Explore the customer’s view. Empathy doesn’t mean you agree. It means you matter, we matter, this matters! Through empathy you find how to wow each customer with care.


The old saying, the customer’s always right, has led some to rebel and claim it isn’t true. From there, they justify confronting the customer and saying things to prove the customer wrong.

The debate about that adage is out-of-date and quite worthless. What we all need to remember is that we may not get a second chance from customers we’ve treated badly. Think about it: Why would anyone pay money to be treated with impatience, rudeness and disrespect?

Empathize, explore, and stay open to customers’ views. Live no regret about customers for there may be no second chance to get them back.



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

Related Posts:
5 Ways to Stay Calm and Caring w/ Rude or Angry Customers
7 Ego Actions to Avoid for Great Leadership, Teamwork, & Customer Service
Super Customer Service: Be a Buoy

©2013-2016 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 Dilemma: Self-Serving Team Members

One of my customers, a strong leader, described this leadership dilemma to me:

A team member who produced results with the other team members had fallen very ill. Let’s call this team member “Reach”.

When the leader approached the team members for a show of empathy, cards, flowers, and other help for “Reach”, many team members quietly avoided the subject and some clearly declined.

Leadership Dilemma: Image is a skyscraper type structure.

Leadership Dilemma: Self-Serving High Performing Team Member Image by: ErickGonzalez50

Image by ErickGonzalez50 via Flickr Creative Commons License.


The concerned leader asked me to speak with the team members to learn more about the situation and what he had missed. He wanted to know how to lead better in the future. I agreed and asked the leader to think about his definition of teamwork.

Inside the Team Members’ Perspective

  1. Reach was well-known for saying things like: “Always associate with people better than you to achieve success.” The team members wondered who Reach was referring to? Meanwhile, they perceived Reach overlooking them while always looking up.

  2. Reach helped himself grow — he didn’t help others to grow. He was also well-known for saying, “people give and help because they want to. They shouldn’t expect anything in return.”

  3. Did they ever speak to the leader about Reach’s attitude? Two team members reported they had separately spoken to the leader who refocused the discussion on Reach’s work contribution and results. As they compared notes of the leader’s outlook — which they shared with the rest of the team — they all felt is was futile to raise the subject again with the leader.

  4. How had they been able to produce results with Reach while having these negative feelings? Interestingly, they had completely shut out personal feelings for Reach and focused only on results.

  5. When the leader approached them for empathy, cards, flowers and other help for Reach, they were shocked. They had accepted the leader’s results only focus and said they felt both confused and betrayed by his call for personal help for Reach. Neither Reach nor the leader had cared about them. They asked me: What is the leader’s definition of teamwork? Purely getting the job done or caring for and helping each other to get the job done?


I reported my findings to the leader (without identifying who said what). The leader was stunned to learn that the team members saw Reach as a self-serving opportunist. I asked the leader for his definition of teamwork? He told me he always believed that teamwork included caring and helping each other to grow.

When I asked him about results only focus regarding Reach, he confessed he didn’t know what else to say/do when the team members came to him about Reach’s attitude. He didn’t see himself as a psychologist. He faced a leadership dilemma and quickly fell back into a traditional results only focus.


Leadership Dilemma: People Skills Lessons Learned

    Results only focus has at least one benefit and one risk. The short term benefit is clear. The risk is blindness to plummeting morale that can affect future work results.
    Fear can mesmerize and stop a leader from growing. The team members had courageously approached the leader; the leader panicked in fear and took the easy way out — avoidance.
    Awareness and listening are critical leadership skills. Reach was well-known for saying things that this leader never caught. Even if Reach hadn’t said them in front of the leader, team members reported it to him. He then got stuck in his leadership dilemma.
    It isn’t enough for a leader to let the team define teamwork. The leader must contribute to the definition. The leader is part of the team. They all must live it. The leader’s expectations of teamwork are critical in difficult times. It replaces a leadership dilemma with shared definitions and successful actions.


What other lessons do you glean from this leadership dilemma?

What else stops leaders from addressing opportunistic team member behavior?



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

Related Posts:
Leadership Dilemma: Can You Spot Self-Serving Mavericks?
Teamwork Productivity: 21 Reasons People Can’t Automatically Get Along
Teamwork Persona: Are You Somone Others Want to Work With?
18 Things Respected Well Liked Leaders Consistently Do


©2016 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™

Belonging Needs & Impact: People Skills Global Twitter Chat Topic

WHEN: Sunday Jan, 10, 2016 at 10AM EST. Hashtag: #peopleskills


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


Background on This Chat Topic: Belonging Needs & Impact

Some say that every human needs a sense of belonging. That it validates existence. Others say it is shaped by many factors and varies greatly between people. Join us to share your views on the need for belonging.



Belonging: Image is the people skills logo.

Belonging: Image by KimbManson for Kate Nasser. All rights reserved.

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


Belonging Needs & Impact

JOIN us Jan. 10, 2016 10amET/3pmGMT in #peopleskills global Twitter chat to share your views on belonging.

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

  • What is belonging? An inner feeling or membership in a specific organization?
  • Do you believe that all people have a need for belonging? Pls. explain.
  • If yes, is the need for belonging more positive than negative or vice versa?
  • The opposite of belonging is ______________.
  • How strong is the need for belonging? Where does it come from?
  • How does the need for belonging shape our choices?
  • What conflicts are there between need for belonging and need for individual expression?
  • Belonging, empathy, trust: How are they connected? Pls. explain.
  • How does the need for belonging affect our interactions w/ others and our lives?
  • A need for belonging appears as ___________.
  • How are cliques and bullying related to belonging if at all?
  • Can teamwork exist without the need to belong? Why/why not?
  • How do people skills fulfill the need for belonging?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Jan. 10, 2016 10am ET on Twitter (hashtag: #peopleskills) to explore the importance and impact of belonging.


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.

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






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Jan. 10, 2016 10am ET/7am PT / 3pm GMT to explore belonging.

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. Jan. 10, 2016 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Importance and Impact of Belonging.


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™

©2016 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.

Low Stress Holiday Happiness: People Skills Global Twitter Chat Topic

WHEN: Sunday Dec, 20, 2015 at 10AM EST. Hashtag: #peopleskills


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


Background on This Chat Topic: Low Stress Holiday Happiness

Holidays can be wonderful times or stressful times. We can influence it one way or another. JOIN us in People Skills global Twitter chat to share your insights and perspective on this universal topic.



Low Stress Holiday Happiness: Image is the people skills logo.

Low Stress Holiday Happiness: Image by KimbManson for Kate Nasser. All rights reserved.

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


Low Stress Holiday Happiness: Really? How?

Last week our people skills chat was on managing expectations. This is a great prelude to this week’s chat topic on low stress holiday happiness. JOIN us Dec. 20th 10amET/3pmGMT in #peopleskills global Twitter chat to share your wisdom and experiences.

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

  • How do you define happiness? How do you define holiday happiness? Is it the same?
  • Why do you experience stress at the holidays? What are the causes?
  • Is your stress at the holidays different from other times of the year?
  • What are some of the happy low stress traditions that you practice and love?
  • How do expectations increase stress at the holidays?
  • How can humor help us create low stress holiday happiness?
  • What have you learned about lowering stress at the holidays? Best tips??
  • How can people skills help us lower stress at the holidays?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Dec. 20, 2015 10am ET on Twitter (hashtag: #peopleskills) to low stress holiday happiness.


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.

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






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Dec. 20, 2015 10am ET/7am PT / 3pm GMT to explore low stress holiday happiness.

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. Dec. 20, 2015 10am ET/3pm GMT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Low Stress Holiday Happiness.


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.

Travel Learning Open-Mindedness: People Skills Global Twitter Chat Topic

WHEN: Sunday Nov. 22, 2015 at 10AM ET. Hashtag: #peopleskills


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


Background on This Chat Topic: Travel Learning Open-Mindedness

Mark Twain is famous for saying: Travel is fatal to bigotry, prejudice, and narrow mindedness. It has always been one of my favorite quotes. As the world continues to churn with strife, join us in people skills global Twitter chat to explore “Travel Learning Open-Mindedness.”



Travel Learning Open-Mindedness: Image is the people skills logo.

Travel Learning Open-Mindedness: Image by KimbManson for Kate Nasser. All rights reserved.

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

Travel Learning Open-Mindedness: What Can It Do For This World?

As the holidays approach and people still struggle with all the discord and hatred in the world, our people skills global Twitter chat will explore travel learning open-mindedness.

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

  • Travel has the power to _____________________. #peopleskills
  • How has travel shaped or changed you?
  • OPINION: What brings people to travel to places far different than theirs?
  • Travel is fatal to prejudice, bigotry, narrow mindedness. ~Mark Twain Ag/Disagree Why?
  • What is the relationship between travel, learning, and open-mindedness? #peopleskills
  • What life experiences have given you wisdom about interacting well with others?
  • How can travel increase acceptance of diversity and inclusion?
  • Does learning increase trust? Y/N Why?
  • What have you learned about people through travel that we should all know?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Nov 22, 2015 10am ET on Twitter (hashtag: #peopleskills) to explore travel learning open-mindedness.


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 Chantal Bechervaise, Dave Moore, Hoda Maalouf, Jandis Price and Tom Rhodes for their time and insightful contributions.






Hope you will all join People Skills Global Twitter Chat #peopleskills this Sunday Nov. 22, 2015 10am ET/7am PT to explore travel learning open-mindedness.

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. Nov. 22, 2015 10am ET in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Travel Learning Open-Mindedness.


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.

Customer Service People Skills Timing: Sharpen Yours!

Did you think this post would be about how to deliver faster service? How to sharpen your metrics? Surprise! It isn’t. It’s about sharpening your people skills timing in customer service. What goes into it?



Customer Service People Skills Timing: Image is clock w/ different angles for numbers.

Customer Service People Skills Timing: Image fr Glenn Dettwiler via Flickr.

Image by Glenn Dettwiler via Flickr Creative Commons License.


Customer Service People Skills Timing: Strengthen Yours

  • Listening. Listening is the most important customer service skill. Listen for what customers are saying and what they aren’t saying. Listen for their sense of urgency. Listen for what they care about overall. Listen for their personality type and adapt to it. Your people skills timing will improve and so will your customer service.

  • Empathizing. Stepping outside of your own perspective and into the customers view hones your customer service timing. If you remain distant and detached, your timing will always be different from that of the customers. Empathize. It doesn’t mean you agree. It means you matter, this matters, let’s resolve it.


  • Sensing Pace. Every customer has a pace. You can tell from how they speak or write. To that end, sharpen your customer service people skills timing by catching how fast or slow the customers speak. It doesn’t always mean they are angry or happy. Some are high spirited, some are urgent, some just speak quickly, some just speak slowly. Adapt your pace to theirs and see the bonds form. Your influence gets stronger; your customer service improves.

  • Changing Your Rhythm. Customers judge your care and customer service by how well you adapt. Script readers do not impress! They sound fake and inflexible. Change your rhythm to fit the customer and the situation. It’s not difficult. If you are willing to adapt, you can do it. This is the ultimate in customer service people skills timing.



They say in life that timing is everything. Well it’s definitely true in customer service.



Connect with the customer’s vibe and they will remember and return.



What memorable customer experiences have you had?



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

Related Posts:
Checklist: Are You Driving Calm Customers Away?
Customer Experience Leaders: Remove the Never Ever Rules
11 Surefire Beliefs for Superior Customer Service 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™

People Skills Shock: Leaders, Do Your Teams Think Business Is Impersonal?

It was a sudden moment of silence in one of my customer experience workshops. Half-way into the program on customer expectations and customer care, one of the participants blurted out …



Why do we have to focus on how we treat people? It isn’t personal; it’s business.


The other participants just stared at her. The silence was deafening. Later they expressed their shock to me privately. They couldn’t believe it. Did she really say that? How could she not know that you interact with people in business?



People Skills Shock: Image is cartoon saying "No! I don't believe it."

People Skills Shock: Leaders, Do Teams Know the Value of People Skills? Image by Tom Simpson via Flickr.

Image by Tom Simpson via Flickr Creative Commons License.


People Skills Shock: Business Is Personal!

Leaders, what message are you communicating to your teams? Do you highlight how emotional intelligence and people skills sustain business relationships? Or does your leadership behavior tell the employees to depersonalize teamwork and service?



Here’s a self-assessment checklist. Do you …

  • Focus purely on tasks and end results or also discuss the importance of positive interactions?
  • Label some team members as too sensitive or help team members work through difficult interactions?
  • Engage in behind the scenes trash talk about some customers or inspire team members to see each customer as valuable?
  • Speak harshly to team members claiming it will make them work harderor model respectful honest communication?
  • Claim that courtesy slows down progressor use please, thank you, and other courtesies on a regular basis?
  • Depersonalize your interactions with employeesor engage them and celebrate their talents?



If you ever receive the “why do we have to care” people skills shock from one of your employees, here are some key replies:


  1. Businesses are comprised of people who make choices and decisions.
  2. Treat people with respect and care and you build trust. Trust increases opportunities and results.
  3. Teamwork is founded on respect and fueled through trust. The people skills shock of being treated badly can be a major obstacle to results.
  4. Human beings are naturally diverse. Emotional intelligence and civility bring people together and keep them coming back. Your need for care may be lower than others. Yet it’s important to treat people how they want to be treated — not how you want to be treated.


Prevent your team from having a lone employee lob a people skills shock statement at everyone else. Help them learn each other’s personality type and how to adapt. Inspire and model the importance of people skills in leadership, management, teamwork, and customer experience. You will create a powerful culture of productive interactions and stellar service.



How specifically have people skills helped you lead?



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

Related Posts
Courtesy Checklist: 10 Superior Ways to Succeed
18 Things Respected Well-Liked Leaders Consistently Do
10 Steps to Emotionally Intelligent Teamwork w/ Emotionally Unintelligent Teammates
Teamwork Persona, Are You Someone Others Want to Work With?

©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™

Building Trust: JOIN us in #Peopleskills chat

WHEN: Sunday Nov. 8, 2015 at 10AM ET. 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 This Chat Topic: Building Trust

Trust binds people together and makes most human endeavors possible. The question is how do you develop and build trust? Does it just happen over time? Is it a gut feeling? Or is there even more to it? JOIN us this Sunday in People Skills global Twitter chat to explore this very human topic.

For this chat, Dave Moore, creator of HPT-Transformation and people skills community moderator is guest host in my absence. HPT (Human Potential Technology) is concerned with transforming the context in which one views and experiences life. Trust is certainly a part of that! HPT does not change what one knows; it transforms the way in which one knows.”

Building Trust: Image is the people skills logo.

Building Trust: Image by KimbManson for Kate Nasser. All rights reserved.

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


Building Trust: Why and How

How do you know you can trust others? JOIN us in #Peopleskills global Twitter chat Nov. 8th 10amET to explore this important human topic.

Some questions that come to mind about building trust:

  • Why is trust important/unimportant? Pls. explain.
  • When have you found it easy to trust others? Why?
  • What makes you trust or mistrust others?
  • When have you been surprised by someone’s trust in you?
  • What if any are the common steps to building trust?
  • How are expectations and self-image related to building trust?
  • They say it takes time to trust others. Has it ever happened instantaneously for you? When/why?
  • Opinion: Do different generations develop trust differently? Pls. expl.
  • How do people skills affect trust?



These are just some questions to get us thinking about building trust before we begin the people skills chat this Sunday. Actual questions will post live during the chat.

So bring your personal perspective, your favorite beverage, and join guest host Dave Moore, and the people skills global chat community this Sunday Nov. 8, 2015 on Twitter (hashtag: #peopleskills) to explore building trust.


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 Outs of Gratitude

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

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.






Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday Nov. 8, 2015 10am ET/7am PT to explore building trust.

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. Nov. 8, 2015 10am ET in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Building Trust.

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.

National Bullying Prevention Rally in People Skills global Twitter chat – Sunday Oct. 4, 2015 10am EDT.

Hashtag: #peopleskills

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

People Skills Chat – National Bullying Prevention Rally

Once each quarter we dedicate our #Peopleskills global Twitter chat hour to end bullying. My generous co-hosts for this rally are Neil Moon (@work_nm) bullying prevention awareness campaigner, blogger, speaker. Read his blog on workplace bullying and its effect on families. Also PRMAC_Consulting promoting respect, kindness, and inclusiveness. Thank you both for lending your time, experience, and insight to this bullying prevention rally.

In this online rally, we gather together from around the globe to speak out to prevent bullying. All bullying — workplace, schools, neighborhood, cyberbullying — is unacceptable. Please spread the word and invite others to join us on Twitter Sunday Oct. 4, 2015 10am ET using Hashtag: #peopleskills.



Bullying Prevention Rally: Image is People skills logo

Bullying Prevention Rally: 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 – Bullying Prevention Rally

Bullying is something we can eliminate and prevent. Bullying doesn’t toughen people up for the better. It hardens people hearts for the worse. It seeds our lives with mistrust and disrespect. Let’s get rid of bullying. JOIN us Oct. 4th in our Bullying Prevention Rally 10amET on Twitter. Hashtag: #Peopleskills



Here are some questions to get us thinking in advance …

  • What is bullying in its full scope?
  • Have you ever witnessed bullying? What was going on?
  • What mindset(s) drive bullying and what allows it to persist?
  • Bullies don’t always roar. What else do they do?
  • How do conflict and bullying differ?
  • What can we each do to eliminate bullying from this world?
  • How can leaders in business help eliminate bullying?
  • How can parents play a key role in preventing bullying?
  • What messages will we send bullies today? Let’s speak out now!
  • How 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 Oct. 4th at 10am ET, please help us promote it on your social streams with hashtag #Peopleskills. Many thanks!

Bullying Prevention Rally: Image is sign stop bullying.

Bullying Prevention Rally: 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 — Oct. 4th, 2015 10am ET (Hashtag: #peopleskills) — our bullying prevention rally.


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, 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 Oct. 4th, 2015 10am ET/7am PT for our bullying prevention rally.







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. Oct. 4, 2015 10am ET in People Skills global Twitter Chat (#peopleskills), for our bullying prevention rally during this national bullying prevention month..


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.

JOIN #Peopleskills global chat to discuss: Peace Making vs. Peace Breaking.


WHEN: Sunday Sept. 20, 2015 at 10AM EDT on Twitter. Hashtag: #peopleskills


Background on This Chat Topic: Peace Making vs. Peace Breaking

Sometimes we make assumptions about peace. We assume everyone wants it and will work toward it. Yet world events, workplace dynamics, and social commentary drive us to challenge our assumptions and discuss peace more thoroughly. Please JOIN us Sunday Sept 20, 2015 10amEDT to lend your views to this universal topic.


My co-host for this chat on peace making vs. peace breaking is Chery Gegelman. Chery Gegelman, President of Giana Consulting, was a frustrated visionary that learned an important lesson — lead change from the middle and the edge of organizations. Read her blog posts at Consult Giana.



Peace Making: Image is People skills logo

Peace Making vs. Peace Breaking: Image by KimbManson for Kate Nasser. All rights reserved.

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

Peace Making vs. Peace Breaking

JOIN us in #Peopleskills global Twitter chat to explore peace making vs. peace breaking.

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

  • How do you define peace and what does it mean to you?
  • Have you ever met someone who didn’t want/like peace? What did you see?
  • What drives some people to always seek peace?
  • When in your life have you felt most peaceful with others?
  • What creates peace?
  • How do life events break peace apart? Why?
  • How do personal or societal values affect peace?
  • What behaviors and people skills create peace?
  • In your work setting, is peace promoted or seen as irrelevant or weakness? Pls. explain.
  • How can peace makers and peace breakers get along? Or is that impossible?
  • What would bring you to break a peace?
  • Who do you think are today’s peace makers in the world?
  • What advice would you give to world leaders today about peace?


So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Sept. 20 2015 10am EDT in Twitter (hashtag: #peopleskills) to discuss peace making vs. peace breaking.


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 this week’s co-host Chery Gegelman and generous chat moderators Dave Moore, Jandis Price, Chantal Bechervaise, Hoda Maalouf, and Tom Rhodes for their time and insightful contributions.





Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday Sept. 20, 2015 10am EDT/7am PDT to explore peace making vs. peace breaking.

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. Sept. 20, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Peace Making vs. Peace Breaking.


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.

Reverse Customer Experience: Retain Calm Customers!

When customer experience is going sour, do your calm customers have to raise their voice to get action? Do they think they must show anger to reverse customer experience from bad to good?

Reverse Customer Experience: Image is Iceberg Reflecting Deeper Trouble

Reverse Customer Experience: Don’t Drive Calm Customers Away Image by Drew Avery via Flickr.

Image by: Drew Avery via Flickr Creative Commons License.

Reverse Customer Experience: Don’t Drive Calm Customers Away

Consistently great customer experience requires may things. One often overlooked skill — hearing the urgency before the yell — is key. You can reverse customer experience midstream if you realize that not all dissatisfied customers yell.

Ask yourself, do your customers have to yell to:

  • Shake you out of your malaise? Calm customers often face lack of action or the dreaded defensive dribble of reasons why the experience is bad. Reverse customer experience from unimpressive to wow. Hear the urgency before the yell.
  • Hear some empathy from you? Empathy is that special connection with what a customer is experiencing. Can you hear their experience before they get upset? If not, you may lose calm customers to those businesses who give empathy before the yell.
  • Get you to explore alternate solutions? When the customer experience is bad do you stay safely in procedures — until the customers yell or tweet their anger?


Kate Nasser, The People Skills Coach™

1.5 min video message to reverse customer experience from bad to good.


The Story

I recently left a web hosting company because there was no response to trouble when I reported it without yelling. The rep actually said to me “There’s nothing we can do.” When I tweeted what he said to me, the response from the company via Twitter was immediate! They said, “we are working on fixing the trouble right now.” I had already faced the same trouble with little response over several months. Each time there was no attempt to reverse customer experience from bad to good — until I tweeted my displeasure. This is a sign of a company who doesn’t understand outstanding customer experience. They don’t live it or deliver it.

The Message

You can more easily reverse customer experience from bad to good IF you detect the trouble early. See beneath the tip of the iceberg. Don’t wait for customers to get angry. Hear their displeasure and their urgency even before the emotion and the yell.

When has a business failed to hear your urgency & displeasure? Share your story!


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

Related Posts:
24 Tips to Make the Experience Easy for the Customer!
Does Knowledge & Experience Dull Our Empathy for Customers
Free Your Mind to Deliver Great Customer Service 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™

Mega Innovation w/Employee Morale is our People Skills Global Chat Topic

WHEN: Sunday Aug 23, 2015 at 10AM EDT on Twitter. Hashtag: #peopleskills

Background on This Chat Topic: Mega Innovation w/ Employee Morale

With the Amazon.com workplace in the news, I am compelled to have our people skills global Twitter chat discuss: “Can you have mega innovation and success with great employee morale?” Some say it’s the only way. Others claim that it is an either/or. Please JOIN us Sunday Aug. 23, 2015 10amEDT in people skills global Twitter chat to share your insights and experience on mega innovation and employee morale.

Mega Innovation w/ Employee Morale: Image is People skills logo

Mega Innovation w/ Employee Morale: Image by KimbManson for Kate Nasser. All rights reserved.

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

Mega Innovation & Employee Morale – Exciting or Challenging?

JOIN us in #Peopleskills global Twitter chat to explore whether workplaces can be highly innovative and competitive AND have great employee morale.

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

  • How do you define employee morale?
  • What creates and affects employee morale?
  • Picture a highly innovation workplace culture. What do you see?
  • Innovation and employee morale are _____________.
  • If you had a choice between working in highly competitive/innovative environment or somewhere else, which would you choose and why?
  • Does innovation require criticism that degrades employee morale? Pls. explain.
  • How do emotional intelligence and innovation relate if at all?
  • How can everyone disagree for innovation without hurting each other and workplace morale?
  • What are some positive phrases to use when disagreeing in creative moments?
  • What leadership actions/behaviors impact innovation and employee morale?
  • What role do people skills play in balancing innovation and employee morale if at all?

So bring your personal perspective, your favorite beverage, and join the people skills global chat community this Sunday Aug. 23 2015 10am EDT in Twitter (hashtag: #peopleskills) about mega innovation and employee morale.

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





Hope you will all join People Skills Global Chat on Twitter #peopleskills this Sunday Aug. 23, 2015 10am EDT/7am PDT to discuss mega innovation and employee morale.

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. Aug. 23, 2015 10am EDT in People Skills Global Chat on Twitter (#peopleskills) TOPIC: Mega Innovation and Employee Morale.

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.

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