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Improve Customer Rapport with Improv! Looking for ways to improve rapport with customers, clients & prospects…cast your gaze to improv — improvisational behavior. Here’s how to Impress…through improv! Teaming With Success We're surrounded by examples of great, & not-so-great, teamwork. True teamwork takes time & a willingness to contribute to greater good of the team. You too are a part of a variety of teams. How well you work together tells how successful you are. Are you teaming with success? LINGO FRANCA: Overcoming Language Barriers Within the Same Language Are you on the same page with your customers? If not, perhaps there’s simply a page missing. A page you design to help merchants, customers, clients and even co-workers speak the same language, use the same terms and communicate the same meanings. I'll Never Forget What's-Her-Name!- Winning the Name Game Learning, remembering and properly pronouncing other peoples’ names is more than just good manners, it's good business, smart sales and service. It is a great first step to building solid relationships built on trust, respect and admiration since it makes the individuals feel special and respected. Magic Words: What Words are Music to the Ears of Your Customers? Words have the power to create trust, allegiance and commitment in customers and clients. The body language, eye contact and gestures reinforce the sentiment being expressed verbally. The thoughts and care behind the words give them a magical power. Stellar Service Requires A "Bias to Action" There are two types of people in world: Those who make it happen (demonstrating this bias to action) & those who let things happen to them. Peak performers & high achievers have a bias to action. Make sure your service staff & sales professionals are from this group How To Make “The Ask!” - Tips for Effectively Recruiting Your Team Many times you make requests of others: to join a group, committee or team, to perform a task or to assist with a project. How do you make the ask is often the key to getting “Yes” as an answer. Tips to hear those magic words: "YES, I'd be glad to!" Saluting the Squawkers: Complaints Often Key to Improving Sales, Retention and Loyalty In customer service complaints are key to improving sales, retention and loyalty. A complainer is doing a favor by providing invaluable, often real-time feedback on what isn't working in your business or your relationship with them. Become a Credible Communicator: Make Honesty Your Policy! To command attention when you speak, you have to be credible. Credibility in the workplace means believability. Are you striving to be a credible communicator, here is the right way to speak and write. Silly Service has its Serious Side: Test Your Customer Service Knowledge! Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge & learn how to be a service ace by picking the correct answer to all the 10 questions. Sales Through Storytelling: Story Tell, Story Sell! An old French proverb tells us "Nothing succeeds like success!" And in sales nothing succeeds quite like success stories. The secret is in how you share your successes; Learn to tell thirty-second "success stories." Turning Customer Service Inside Out! While companies focus on external customer service little attention is being paid to the effect poor internal customer service has on customer satisfaction. By improving customer service within the organization you can enhance the customer service your external customers receive. Avoiding A Failure to Communicate Communication skills do not require a graduate degree, just some common sense, a bit of homework and a better understanding of the role communication plays. It can open many doors, both within and beyond the workplace. The Voice of Customer Service Customer service is about more than mouthing the words customers want to hear in a manner so as to convey our inflection. It is important to understand where in a sentence we put the emphasis. Using a pleasant tone, effective intonation, and empathic emotion our voice can go a long way toward helping customers feel heard, valued and cared for. Getting Past Gatekeepers: Don't Get Left At the Gate When Calling on Decision Makers DOES IT SOMETIMES SEEM AS THOUGH DECISION MAKERS are residing in a gated community? Learn how to bypass gatekeepers (GK) — those professionals who “guard” the decision makers and often run interference for them — to get in front of decision makers (DM).

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