Posted in Customer Service, Leadership, Leading Morale, People Skills, Soft Skills
To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale.
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Posted in Customer Service, Hot Topics and New Bits, Leadership, Leading Morale, People Skills, Soft Skills, Teamwork
Avoid these defensive replies to feedback to preserve other’s trust & professional respect of you. Success insights fr Kate Nasser, The People Skills Coach™ | Leadership, Leading Morale, Teamwork, Customer Service, Career
Posted in People Skills, People Skills Chat, Soft Skills, Tweets
Conversation wisdom — learning through conversation — is global Twitter #PeopleSkilsChat topic SUN. July 21st 10am EDT. Host: Kate Nasser, The People Skills Coach™. Join in the conversation about great conversation!
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Posted in Customer Service, Employee Engagement, inspiration, Leadership, People Skills, Soft Skills, Teamwork
In leadership, teamwork, sales, customer service, & business overall, connecting through people skills magic matters! Insights from Kate Nasser, The People Skills Coach™
Posted in Customer Service, Leadership
As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do? The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. So let’s look at those answers! Image by Michael W. May via Flickr […]
Posted in Customer Service, Hot Topics and New Bits
Thanking customers w/ more than simple thank yous is essential for business success. Thank them with because of you statements. Insights from Kate Nasser, The People Skills Coach™
Posted in Customer Service, People Skills, Sales, Soft Skills
Powerful people skills connection starts w/ using names vs. sir/ma’am. Insight fr Kate Nasser, The People Skills Coach™. Leadership, Sales, Customer Service
Posted in Customer Service, inspiration, morale, People Skills
Why must we be nice to difficult unhappy customers who treat us badly? The answer is not what you think! Simple truth from Kate Nasser The People Skills Coach™ for customer service morale.
Posted in Customer Service, Hot Topics and New Bits, People Skills, Soft Skills
Customer service is a case of sudden relationship.. CSRs, agents, and tech support analysts build rapport while solving problems. The best use these 8 steps to overcome the lack of trust and understanding that longer term relationships enjoy.
Posted in Customer Service, Hot Topics and New Bits, People Skills, Soft Skills
Defensiveness in business — especially in customer service — reduces trust and your brand. The critical fix fr Kate Nasser, The People Skills Coach™.
Posted in Customer Service, Hot Topics and New Bits, People Skills
Customers speak & agree on what we all want & deserve. Our stories are no cost customer service training if you listen! Fr The People Skills Coach™.
Posted in Customer Service, Hot Topics and New Bits
Every service function has certain structure & limits. Yet when customers experience useless hoops to jump through they jump ship. Here’s how to keep ’em.
Posted in Customer Service, Hot Topics and New Bits, Sales
Managers use this list to guide new employees on why the customer is always right & how to serve them well. The issue is not right/wrong — it is respect for insight and beyond. Read more …
Posted in Hot Topics and New Bits, Leadership, Sales
New business owners, new leaders, and young entrepreneurs, be ready to handle surprise requests from customers that are not win-win and borderline unethical. Here are some examples and positive answers using great people-skills.
Posted in Customer Service, People Skills, Soft Skills
There are customer service training programs out there teaching how to handle an irate or angry customer and giving horrible advice. Do you want your CSRs and technical support reps saying this? Would you want it said to you when you are angry or irate?