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Answer Upon - How To Communicate Effectively With A Dissatisfied Customer
California is a notoriously bad state to do business in. Regulations, worker’s compensation and tax issues overwhelm companies. Seeking relief, many incorporate in Nevada. Unless done carefully, this decision can lead to disaster.Doing Business - JurisdictionJurisdiction is a legal term used to define who has authority over something. Applied to this article, the term refers to the issue of which state has the right to regulate a business. In California, the issue boils down to whether you are considered to be “doing business” in the state.California is the one of the most aggressive states when it comes to defining jurisdiction. If you maintain offices or have employees in the state, you are considered to be doing business here. You must register with the state and pay taxes even if incorporated in another state. This tends to mak
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed, use open gestures; make good but not excessive eye contact. Even when you are talking on the telephone, these gestures can communicate through your voice. Be careful
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions gives you time to think, observe and stay objective
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout
If you are someone who is interested in the stock market, understands why the stocks of a company rise or fall, has the discipline to persevere in learning continuously, is trying to seek a way to improve yourself even after you have reached a peak, and if you have the integrity to put your client’s best interests in front of your own and not pay attention to how much money you may earn for each transaction, then you might want to look for a job in a brokerage firm.If you have the desire to be a stockbroker, your task is to advise your customers so they know when to buy and sell stocks; you must, in each and every transaction, achieve the highest profitable transaction.For you to achieve success in this industry, you have to go through extensive training and licensure exams. You have to pass the General Securities Registered Representativ
We relate to people on two levels:
Consciously: when we carefully select our words, gestures and behaviours.
Subconsciously: when unknowingly we send out subliminal messages. These often have the most impact on people and can make them feel uncomfortable
Listening Skills:
There are two aspects to communicating: receiving and sending messages i.e. it is a two way phenomenon.
Would you say you are a good listener? Consider the following questions:
• Do you have a tendency to interrupt or finish other people’s sentences?
• Do you find yourself losing patience or concentration?
If so, you need to work on your listening skills. Or:
• Do you stay focused when another person communicates with you?
• Do you make notes, give good feedback and demonstrate that they have your full attention?
Showing people you are listening by nodding and asking questions is a good way of demonstrating that you are taking them seriously and interested in what they have to say.
Listening Skills:
Listening, however, is a difficult task for most people. It requires us to:
• Block out all distractions
• Be observant – use eyes and ears more than mouth!
• Keep an open mind and not be judgemental
• Stay calm, not rising to any bait
• Keep all personal prejudices at bay
• Listen all the way through
• And also listen for what is not being said – read between the lines.
Language:
In difficult situations most people are careful to choose their words by avoiding:
• Inflammatory language, e.g. “That’s impossible, no one else has complained about that”
• Criticism, e.g. “You should have contacted … dept”
• Swearing, e.g.!!**?*!!
• Insensitive language, e.g. “It’s not designed for people over XXX kilos”
• Negativity, e.g. “It’s not possible- we can’t do that”
• Overbearing, e.g. “It absolutely must be returned by …”
Non-Verbal Language:
Inappropriate words can hurt or incite anger in another. However, it is not the most powerful form of communication. According to the experts the breakdown is a follows:
Language: Words used etc 7%
Voice: Tone, pitch etc 38%
Visual: Gestures, facial expression etc 55%
This is particularly true of communication relating to emotion. Positive language delivered in an abrasive or monotonous voice will have a negative impact. We’re more aware of how people say things than what they say.
Body Language:
Body language is understood by most people in business today. Inappropriate facial expressions, posture, sharp movements can make a situation much worse.
As a brief reminder. If you want to keep your unhappy customer calm, avoid:
• Putting up barriers – folded arms, glaring, hiding behind folders or a desk
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed, use open gestures; make good but not excessive eye contact. Even when you are talking on the telephone, these gestures can communicate through your voice. Be careful
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions gives you time to think, observe and stay objective
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout
The basic definition of the work an engineer is to apply the principles of science and mathematics to develop economical solutions to technical problems. Since the array of work possibly done by engineer is quiet large, engineers have to specialize in one of several fields. Mechanical engineers are specialized in the research, development, design, manufacturing, and testing of electrical tools, engines, machines, and other mechanical devices. Mechanical engineers will work mainly on power-producing machines including electric generators, internal combustion engines, and steam and gas turbines. But they can also work on other power-using machines including refrigeration and air-conditioning equipment, machine tools, material handling systems, elevators and escalators, industrial production equipment, and robots used in manufacturing.As a mechanic
• Do you find yourself losing patience or concentration?
If so, you need to work on your listening skills. Or:
• Do you stay focused when another person communicates with you?
• Do you make notes, give good feedback and demonstrate that they have your full attention?
Showing people you are listening by nodding and asking questions is a good way of demonstrating that you are taking them seriously and interested in what they have to say.
Listening Skills:
Listening, however, is a difficult task for most people. It requires us to:
• Block out all distractions
• Be observant – use eyes and ears more than mouth!
• Keep an open mind and not be judgemental
• Stay calm, not rising to any bait
• Keep all personal prejudices at bay
• Listen all the way through
• And also listen for what is not being said – read between the lines.
Language:
In difficult situations most people are careful to choose their words by avoiding:
• Inflammatory language, e.g. “That’s impossible, no one else has complained about that”
• Criticism, e.g. “You should have contacted … dept”
• Swearing, e.g.!!**?*!!
• Insensitive language, e.g. “It’s not designed for people over XXX kilos”
• Negativity, e.g. “It’s not possible- we can’t do that”
• Overbearing, e.g. “It absolutely must be returned by …”
Non-Verbal Language:
Inappropriate words can hurt or incite anger in another. However, it is not the most powerful form of communication. According to the experts the breakdown is a follows:
Language: Words used etc 7%
Voice: Tone, pitch etc 38%
Visual: Gestures, facial expression etc 55%
This is particularly true of communication relating to emotion. Positive language delivered in an abrasive or monotonous voice will have a negative impact. We’re more aware of how people say things than what they say.
Body Language:
Body language is understood by most people in business today. Inappropriate facial expressions, posture, sharp movements can make a situation much worse.
As a brief reminder. If you want to keep your unhappy customer calm, avoid:
• Putting up barriers – folded arms, glaring, hiding behind folders or a desk
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed, use open gestures; make good but not excessive eye contact. Even when you are talking on the telephone, these gestures can communicate through your voice. Be careful
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions gives you time to think, observe and stay objective
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout
Re-energise your Business - Remove sources of Friction and DelaySometimes delays are important, but if you're not adding value, then it is not good. Some level of friction and delay are prevalent in virtually every business. Depending on what you are trying to achieve, they are not automatically bad things. There are times when deliberately slowing down (introducing delay to) an activity is the right thing to do. But where they are a result of poorly evolved processes, lack of training or resources, or lack of knowledge - it's time to take action and remove them from your life!How can we define Friction and Delay? Friction is whatever gets in the way of a smooth and uninterrupted flow of events. Think of sliding along a bench covered in sandpaper versus one covered with oil. Delay is adding time without adding value.
• Keep all personal prejudices at bay
• Listen all the way through
• And also listen for what is not being said – read between the lines.
Language:
In difficult situations most people are careful to choose their words by avoiding:
• Inflammatory language, e.g. “That’s impossible, no one else has complained about that”
• Criticism, e.g. “You should have contacted … dept”
• Swearing, e.g.!!**?*!!
• Insensitive language, e.g. “It’s not designed for people over XXX kilos”
• Negativity, e.g. “It’s not possible- we can’t do that”
• Overbearing, e.g. “It absolutely must be returned by …”
Non-Verbal Language:
Inappropriate words can hurt or incite anger in another. However, it is not the most powerful form of communication. According to the experts the breakdown is a follows:
Language: Words used etc 7%
Voice: Tone, pitch etc 38%
Visual: Gestures, facial expression etc 55%
This is particularly true of communication relating to emotion. Positive language delivered in an abrasive or monotonous voice will have a negative impact. We’re more aware of how people say things than what they say.
Body Language:
Body language is understood by most people in business today. Inappropriate facial expressions, posture, sharp movements can make a situation much worse.
As a brief reminder. If you want to keep your unhappy customer calm, avoid:
• Putting up barriers – folded arms, glaring, hiding behind folders or a desk
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed, use open gestures; make good but not excessive eye contact. Even when you are talking on the telephone, these gestures can communicate through your voice. Be careful
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions gives you time to think, observe and stay objective
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout
Financial services giant Citibank North America has stepped up the ante for market share, name and brand recognition along the USA's eastern seaboard. As the country’s largest financial institution these announcements have industry implications and strengthen the trend of corporate involvement in high profile naming opportunities in the non-profit sector.In what should be seen as one of the boldest moves of acquiring naming rights, Citibank just announced two blockbuster agreements on November 9th and 10th.The first deal involves the Wang Center for the Performing Arts in Boston for about $36 million. The fifteen year agreement should be seen as more than just a giant load of cash landing on the doorsteps of the non-profit arts group.The next day on November 10th, the multi-national banker / financial services giant, closed a deal
Language: Words used etc 7%
Voice: Tone, pitch etc 38%
Visual: Gestures, facial expression etc 55%
This is particularly true of communication relating to emotion. Positive language delivered in an abrasive or monotonous voice will have a negative impact. We’re more aware of how people say things than what they say.
Body Language:
Body language is understood by most people in business today. Inappropriate facial expressions, posture, sharp movements can make a situation much worse.
As a brief reminder. If you want to keep your unhappy customer calm, avoid:
• Putting up barriers – folded arms, glaring, hiding behind folders or a desk
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed, use open gestures; make good but not excessive eye contact. Even when you are talking on the telephone, these gestures can communicate through your voice. Be careful
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions gives you time to think, observe and stay objective
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout
Imagine how much simpler your life would be if you had all your business contacts together in one place. One click of your mouse would reveal how effective your latest marketing campaign has been. Know at a glance which of your products/services is the most profitable.Your custom-designed database will put this information right at your fingertips. Today, I'd like to share with you my tips for ensuring that your database gives you the business information you need, when you need it!What is a database? A database is a collection of information relating to a particular topic kept together in one place, for you to access whenever you need. You can use a database to simplify your:MARKETING CAMPAIGN--set up a database to plan your marketing campaign; track results of your marketing campaign; or analyse trends in your ma
• Aggressive gestures – finger pointing, posturing, hands on hips, feet apart
• Showing you are bored or irritated – foot tapping, sighing, looking at the clock
Stay relaxed, use open gestures; make good but not excessive eye contact. Even when you are talking on the telephone, these gestures can communicate through your voice. Be careful
Staying Positive:
Why is a positive style of communication helpful?
• It helps to keep everyone calm, including you
• Taking control of your actions gives you time to think, observe and stay objective
• It helps to prevent the situation from becoming worse, which would only give the customer something else to complain about
• It helps to counteract aggression – it’s difficult to shout at someone who is calm and controlled
• You are continuing to act in a professional manner, on behalf of the company, no matter how you might feel about the situation and the customer, it is important to remember that you are an ambassador.
Telephone Communication Skills:
One of the biggest disadvantages when trying to resolve a complaint with an angry customer over the telephone is the heavy reliance on language and voice. The phone is a sensitive instrument and people pick up on sighs and irritation. They also know whether or not you are eating, drinking or smoking. But they can’t see your face and have no idea whether or not you are taking them seriously. You can:
• Smile into the phone – it makes you sound friendly and caring
• Give plenty of verbal feedback to let them know you are listening; it’s no good nodding unless you have a video phone!
• Paraphrase and summarise to ensure you have fully understood
• Press the silent button if you need to confer with someone in the office, no one likes to hear themselves being talked about.
• Try to create an atmosphere of trust and sincerity – they need to know you’re not just saying anything to get rid of them
Written Communication:
When you only have words to play with, you have to make them work for you.
Whether you are writing a letter, sending an email or even a text message by phone, attention to detail is essential.
You never know who is going to see your written communication. It can always be used as evidence so you need to be clear, concise and correct.
Presentation speaks volumes and will go a long way to portraying the sort of company you are. Spelling, syntax, positioning of words all count.
Most importantly, make it a rule to reply as quickly as possible. Customers want a speedy response; at least, to their problem even if it takes a bit of time to sort out a solution. Days, even weeks, of silence will just make them more frustrated!
In Summary:
Successful organisations welcome complaints, because it usually means that the customer wants to reach a resolve, they do not want to go elsewhere. Often, our efficiency in dealing promptly, sympathetically and fairly with a complaint will actually strengthen our relationship with the customer.
At the end of the day customers expect us to deliver the “Five Rights”:
The right product
At the right price
Delivered to the right place
At the right time
In the right way.
Not too much to ask for is it? In return we can expect their loyalty and repeat business but we must always work to earn the right to that business.
Copyright © 2006 Jonathan Farrington. All rights reserved
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