http://www.articlealley.com en-us editorial@articlealley.com You may think customer service requires a huge capital outlay: expensive training, high-falutin' CRM software, and thousands of dollar in expenditures Nonsense! The most important parts of customer service are free. Here's my baker's dozen list of cus... http://www.articlealley.com/article_209962_64.html 02nd September 2007 Recently I had the opportunity to lead an orchestra. It’s an experience I recommend to all. Admittedly, I had my doubts. With no formal training I wondered: - Would I lead correctly? - Would others respond, and if so, how? - Would I look foolish? ... http://www.articlealley.com/article_186654_64.html 18th July 2007 As we look for ways to improve our rapport with customers, clients and prospects let’s cast our gaze to improv — improvisational behavior popularized by those whacky folks seen in drama classes, theatre troupes, on the entertaining television show ... http://www.articlealley.com/article_178975_64.html 29th June 2007 You don't have to be Einstein to realize that, relatively speaking, you must manage your customer expectations for optimal success. Your customers are expecting. Is there a pregnant pause between their requests and your responses? When we dial 9-1... http://www.articlealley.com/article_178973_64.html 29th June 2007 They say wherever you go, there you are. Yet how present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don't get marked as missing in action. In the last week I encountered the following pro... http://www.articlealley.com/article_159736_64.html 15th May 2007 By now you know that objections come in all shapes and sizes. Your challenge: avoid taking them personally, recognize them as part of the sales process, and learn to transform them into opportunities to solidify sales. Blocked at the Gate: “Wh... http://www.articlealley.com/article_150712_64.html 23rd April 2007 Three teen girls entered the subway in mid-conversation: "Is he in our school? " "Yes." "In our grade?" "Yes." "In our calculus class?" "Yes.” “Is he fine? "Yes!" "Steve? " "Noooo. " "Seth? " "Phillip? " "It’s Jeremy!" Indeed it was!!! These gi... http://www.articlealley.com/article_150711_64.html 23rd April 2007 How does the world see you? It may not be the way you see yourself. Either way, it's time you find out! Recently I typed my own name into a series of search engines to see how well known I was. Surprise, surprise! I learned in England I am a soccer st... http://www.articlealley.com/article_140098_64.html 27th March 2007 Forget GQ! These days it's your CQ that matters...your Communication Quotient. Degrees and awards are fine, your bilingualism and knowledge of the latest programming languages are nice, but how good a communicator are you? In English? With co-workers and ... http://www.articlealley.com/article_140097_50.html 27th March 2007 Recently while navigating an online bookstore I came across the James Frey book popularized by Oprah's book club: A Million Little Pieces. As I read about this book I was informed that "readers who bought A Million Little Pieces also bought ... http://www.articlealley.com/article_130529_64.html 19th February 2007 In the Star Wars movie's famous bar scene you knew, by appearance, what zany character was sitting beside you. Each character had a distinctive look. Yet in meetings you may have no idea the constellation of characters that you're meeting with. That's bec... http://www.articlealley.com/article_130528_15.html 19th February 2007 While navigating an online bookstore I came across the James Frey book popularized by Oprah's book club: A Million Little Pieces. As I read about this book I was informed that "readers who bought A Million Little Pieces also bought the books... http://www.articlealley.com/article_130490_64.html 19th February 2007 In the Star Wars movie's famous bar scene you knew, by appearance, what zany character was sitting beside you. Each character had a distinctive look. Yet in today's meetings you may have no idea the constellation of characters that you’re meeting with. ... http://www.articlealley.com/article_130488_15.html 19th February 2007 We're surrounded by examples of great, and not-so-great, teamwork. Recently I flew to Los Angeles, visited relatives, took in a parade with floats, bands and street performers, saw a football game and attended an opera. Countless teams made it all possibl... http://www.articlealley.com/article_120091_15.html 15th January 2007 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. <... http://www.articlealley.com/article_120090_15.html 15th January 2007 My name is Craig. But I'll answer to Greg. Most Gregs I know answer to Craig. Of course we are not alone: there's Eva and Ava, Bill and Bob, Jeff and John, and many more. I can't complain. I often confuse and occasionally mangle others' names. Names are n... http://www.articlealley.com/article_112172_64.html 14th December 2006 Let's face it, some words have magical powers. Just as "Open Sesame" magically opens the door to a new world, so too can other words and phrases have similar effects on your customers and clients. This month we look at the power of words to create trust, ... http://www.articlealley.com/article_112170_15.html 14th December 2006 Many of today's work environments are rife with moody bosses and co-workers, repetitive tasks and unpredictable market pressures. Stress abounds. Managers often tell me they can’t afford the time or cost for my humor workshops; how can they afford not t... http://www.articlealley.com/article_107617_15.html 21st November 2006 Most agree that humor in the workplace can have beneficial effects. Yet not all humor is good humor. The challenge: how to interject appropriate humor and fun into our serious jobs without hurting others or seriously undermining the company. When used app... http://www.articlealley.com/article_107616_15.html 21st November 2006 "Peak performers and high achievers have a bias to action." So says Bill Cole, MS, MA, known as America's Mental Game Coach. According to Cole, who coaches Davis Cup Tennis Players, Olympians and executive achievers: "high achievers can't wait to get star... http://www.articlealley.com/article_94393_15.html 13th October 2006 I picked up the phone and the familiar voice on the other line said: "Hi Craig, want to make me very happy? Want to be my favorite person in the whole wide world? Say yes to my next question. Will you chair our spring conference?" My colleague made al... http://www.articlealley.com/article_94391_15.html 13th October 2006 When you speak, do people listen? You don't have to be E.F. Hutton to command attention and respect in the workplace. But you do have to be credible. Credibility in the workplace means believability. Simply put, do people believe what you say? Is your... http://www.articlealley.com/article_88377_15.html 20th September 2006 It's said nobody likes a complainer. I beg to differ. In customer service a complainer is doing you a favor. They are the extension of your research, testing and quality assurance departments. Although essentially unpaid, they're providing you with invalu... http://www.articlealley.com/article_88376_15.html 20th September 2006 Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are c... http://www.articlealley.com/article_82511_64.html 19th August 2006 An old French proverb tells us "Nothing succeeds like success!" And in sales nothing succeeds quite like success stories. Are you sharing yours? Why not? The secret is in how you share your successes. Learn to tell thirty-second "success stories." Dur... http://www.articlealley.com/article_82501_64.html 19th August 2006 While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on customer satisfaction. It all starts within your organiz... http://www.articlealley.com/article_73844_15.html 19th July 2006 Customer relationship management tools abound, yet let's hear it for old technology. Your voice is the most multifaceted customer service tool in your toolkit. Your voice can convey concern, care and compassion. It can alternately convey boredom, neglect ... http://www.articlealley.com/article_63756_15.html 16th June 2006 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). ... http://www.articlealley.com/article_63347_15.html 16th June 2006