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Atricle Dump - The Voice of Customer Service
Do you remember days back in high school when you got your very first job? Possibly you drove around to every burger, pizza and fast food joint in town, to find out if they were hiring. Sure, we all do it. How else can we make money to supe-up our cars? Its most likely to end up at a local grocery store or serving at the local diner. These are known as jobs for students.A majority of huge corporations don't tend to hire 16 year olds who lack a high school diploma. In fact, this is what drives us to work hard and do well in college. After an experience of these "jobs for students,
Everyone is trying their luck on Ebay these days, with varying levels of success. Some spend countless hours of their time putting up auction after auction, running round trying to find profitable items to sell, and making some, but not much, profit. Others, meanwhile, seem to spend very little time working, yet seem to make a killing on Ebay. So what’s going on?!A very good reason for this is the rising popularity of Dropshipping. Dropshipping is absolutely perfect for a home based Ebay business. Why? Well, there’s no need to stock any products, no upfront charges to pay for merchandise and no post
Customer service is about more than mouthing the words customers want to hear. You have to sound believable. How do you sound? Try this experiment. Call your own answering machine and leave yourself a message normally intended for your customers. Now replay it. Are you convincing? Does sincerity ring from your voice or are you just mouthing clich?s in a disinterested fashion?
Depending your tone of voice you can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Focused or Scattered
Alive or Comatose
Pick one of the following phrases:
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a few times to a colleague next to you or over the phone to a friend.
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not to
The Profit and Loss Statement, also called the Income Statement for accounting, has five important parts: 1) Incomes, 2) Other Incomes, 3) Expenses, 4) Other Expenses and 5) Net Income or loss. It conveys how the business received and spent monies during the period of the statement. The statement can cover any time period but it typically covers monthly, quarterly, or yearly periods. Each of the statement parts shows a distinct piece of the net income puzzle, starting with income.The Incomes portion of the statement, in accounting, will summarize all of the incomes received from operating the business.
Depending your tone of voice you can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Focused or Scattered
Alive or Comatose
Pick one of the following phrases:
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a few times to a colleague next to you or over the phone to a friend.
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not t
For people who have a degree in health or have any kind of experience in the health care field, especially those registered nurses, finding a job should not be much of a problem. There is a great demand for health care employees all over the country. If you take a look at the classified ads section of any newspaper, you can easily find hospitals, clinics and other medical establishments that are looking for healthcare professionals such as nurses. There is no shortage for health care careers in the United States. In fact there are more jobs than the present number of healthcare professionals. The shortage of
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a few times to a colleague next to you or over the phone to a friend.
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not t
Delivering the greatest return on investment is clearly what every business leader wants. Experienced leaders may indeed be better qualified to undertake specific tasks than most of the people on the team. Leaders presumably attained their positions in part by their outstanding performance and experience in similar roles. However, does that really make them the best person to do the job?“If you want it done right, do it yourself!” Does that sound familiar? Heard it at work lately? Said it yourself perhaps? Did you feel motivated hearing your boss say that? Did it build any trust between the team a
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not t
Your filing system is very important. To be able to locate items quickly is of paramount importance. The following system will work for any kind of business. However, please note that many of the files discussed are specific to lease purchasing. You should have a general drawer, which contains banking information, supply information, general forms, business license, answering machine message, expense envelope. Anything of a general nature. Your Real Estate files should have a general section for correspondence(sent and received), faxes sent, e-mails sent, consultation correspondence, forms lette
Inflection
When we consider the message our voice sends customers, don’t forget to consider your inflection. It is important to understand where in a sentence you put the emphasis. What words do you accentuate? Which words do you emphasize? Depending on your placement of accent you can send different messages with the same set of words. Consider the following statement: “It’s all over my friend.” Depending on the placement of accent and pause, this statement could either lament the end of a successful run of some sort, or be describing the result of a sick bird flying overhead of your pal.
Similarly, this statement, based on inflection, may send two entirely different messages: “What’s that in the road ahead?” or “What’s that in the road, a head?” You can see how inflections inform. Let’s make sure the information we convey is supported by our inflections.
Actors often take the Shakespearean phrase “to be or not to be, that is the question” and repeat it alternately while emphasizing different words. For instance, one variant might be “To be or NOT, to be THAT is the question!”
Revisiting our triplet of phrases let’s see how inflection alters their meaning:
“Thank you for calling. We’re delighted to serve you.”
We can place the accent on different words to convey different sentiments. The capital letters indicate the words being accented through our inflection.
“THANK you for calling. We’re delighted to serve you.”
“Thank you for CALLING. We’re delighted to serve you.”
“Thank you for calling. We’re DELIGHTED to serve you.”
“Thank you for calling. We’re delighted to SERVE you.”
“Thank YOU for calling. We’re delighted to serve YOU.”
For yourself, try this same exercise with each of the statements below, accenting different words within each sentence so as to find the inflection that best conveys your sentiment.
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for comi
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