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If you like this tip, I know you'll enjoy my book, "Influence with Ease". I've gone through all the tips that I've written over a 10 year period and, based on reader feedback, selected the best-of-the-best to merit inclusion in this book. In all, you get 101 of my most popular thirty-second tips. Plus, it's sprinkled with light hearted chuckles and cartoons to help lift your sprit - much needed when you need to deal with other humans!

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"Jeff presents new options on positioning language. He raises awareness on how everyday language can make or break your business success."
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Jeff Mowatt, BComm, CSP
Customer Service Strategist
Certified Professional Speaker


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Customer Service Blog by Jeff Mowatt


The Most Common Over-Sharing Blunders
April 17th, 2014 by Jeff Mowatt    Comments Off

You’ve no doubt noticed the train-wrecks people create for their reputations by over-sharing on social media.  Unfortunately, this lack of discretion isn’t limited to YouTube and Twitter.  Here are some of the most common examples of customer service indiscretions.

The reminder for all of us is to think twice before speaking… or emailing, texting, etc.

 

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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The Real Secret of Employee Motivation
April 4th, 2014 by Jeff Mowatt    Comments Off

I used to shudder when people described what I do for a living as being a ‘Motivational Speaker’.  I’ve always believed you can’t motivate anyone to do anything they don’t want to do.  Years ago, as a Karate instructor, I realized that people improved much faster when you not only helped them learn techniques, but why certain movements were more efficient.  Similarly, having conducted customer service speeches and seminars for over 20 years, I found the same principle applies.  Pep rally type messages don’t create lasting change with capable professionals.  Employees get temporarily pumped-up, but it wears off.  Instead, as you share reminders and strategies, people also need to understand why… why this approach is better; for customers, for your organization, and for themselves .  Sharing why to do something is just as important as what to do.  Motivation is more about motive than mood.

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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Who’s Your Customer?
March 19th, 2014 by Jeff Mowatt    Comments Off

Recently a client expressed concern that a few of his employees didn’t seem to get who their customers are.  He explained, “They’re attentive to external customers.  But when responding to requests from internal customers (co-workers), they’re lackadaisical.”  Unfortunately, he isn’t alone.  Increasingly, I’m hearing from managers about headaches created when:

That’s why one of the first topics we cover in my customer service training seminars is the definition of customers.  It’s more than external customers.  It’s anyone needing your service; including co-workers.  Anyone who thinks they don’t have customers doesn’t get it.  And their managers are noticing.

 

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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Stories that Sell for You
March 18th, 2014 by Jeff Mowatt    Comments Off

Customers have so many options of where they can do business that your company can be perceived as a mere commodity. They assume that everyone’s selling more or less the same thing, so why not just go with the cheapest supplier? That’s why it’s so impactful when you use this simple tool to help customers remember you. In fact it may be the only thing that makes you stand out from the competition. And it happens to be free…

To read the complete article click: Stories that Sell for You

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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One Word that Enhances Cooperation by 57%
February 20th, 2014 by Jeff Mowatt    Comments Off

Harvard Psychologist, Ellen Langer discovered a surprising way to gain cooperation.  In her study, researchers would interrupt someone making photocopies; asking if they could make their copies first.  Only 60% of machine users would comply.  Next, researchers would interrupt another user, this time adding a phrase beginning with the word, “Because…”  Apparently, it didn’t matter what came after the word.  Even saying, “Because I’m in a hurry,” resulted in 95% compliance – a 57% increase!  The lesson – anytime you’re asking a customer, co-worker, or family member to do something, remember to add, “because…” and you’ll gain greater cooperation.  Not bad for remembering a single word!

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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Recovering Trust when Things Go Wrong
February 6th, 2014 by Jeff Mowatt    No Comments

Imagine buying track lighting on-line and when you install it, discover that one head doesn’t work. Since it’s over two months since your purchase, Amazon directs you to the manufacturer, Juno Lighting. You phone expecting a hassle. You’re quickly directed to a live person who offers to send an immediate replacement head as well as a shipping sticker to make it easy for you to return the old one. No runaround. No delay. That’s what happened to my buddy, Gerald. Apparently, the folks at Juno Lighting realize the internet that generates revenues for them is also the same network customers use to either rant or rave about them. Now you, and thousands of others who receive my tips, just heard about Juno’s great service. The lesson is when things go wrong, fix it faster and with less hassle than people expect. Customers will not only forgive you; they’ll reward you.

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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Avoiding Round One
February 5th, 2014 by Jeff Mowatt    No Comments

In my Avoiding Round One seminars for staff who deal with stressed customers, I suggest employees avoid the habit of asking customers, “How are you?” If you know the customer is likely coming to you with a problem, asking that question sounds like you must be oblivious and forces customers to respond by lying: “Fine.” Or it invites them to launch into a rant. Not a good start. Imagine instead you are a customer visiting a registry office (a place where you may need to go but don’t really want to go). Employee: Good morning!  Customer: Hi, how are you?  Employee: Fine thanks. What can I do to make your day just a little bit easier?  Chances are, as a customer you’ll feel pleasantly surprised.  Apparently, you’re dealing with someone who solves problems.  Quite a difference when managers simply schedule half-day seminars for their teams.

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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Connencting with Frustrated Customers
January 9th, 2014 by Jeff Mowatt    No Comments

One of the most common challenges I’m asked to address for teams is how to regain trust with frustrated customers.  While there are several strategies, this one involves sharing customer stories.  Imagine teaching a customer how to use some new technology.  When they struggle, you reassure them with examples of how other customers found it awkward at first as well.  Think of it this way – your customer is taking a risk using your services.  It’s comforting when they discover they aren’t alone.  Consider when Apple computers first arrived.  Customer forums sprang up of Mac Users.  These customers felt isolated, yet by connecting to others with similar challenges they became fiercely loyal to the brand.  When you as a Trusted Advisor share other customers’ similar experiences, you’re not only reducing their stress; you’re also helping your customers to connect vicariously with each other.

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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When to Take Credit for Someone Else
December 12th, 2013 by Jeff Mowatt    No Comments

As a customer, you’ve likely encountered frontline employees who are powerless.  Let’s say you have a non-typical request.   The employee states, “I’ll have to go ask my manager.” They later return with, “My manager said that yes we can do that for you.” How demeaning. That response makes everyone look bad; the employee appears to be untrained, and the supervisor comes across as a micromanager. Ironically, when I interview managers in advance of my seminars for their teams, they tell me they want the opposite to happen. Smart managers want employees to take credit for the decision.  Employees have greater impact explaining to customers, “I’ll look into this and see what I can do for you.” Then after consulting your manager, say, “Here’s what I’ve come up with for you…”  You and the manager look better, and customers feel like they’re dealing with the right person.

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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Customer Cellphone Etiquette
November 28th, 2013 by Jeff Mowatt    1 Comment »

You’ve probably noticed that today’s customer is easily distracted. It doesn’t seem to matter if they’re at work or on personal time… their mobile devices just keep pinging, vibrating, and signaling that someone else needs their attention.  Trying to have a buying conversation with ‘wired’ customers reminds me of the Disney movie, “Up!” where, in midst of conversation, dogs would suddenly look sideways and shout, “Squirrel!”  As I demonstrate in my live presentations, helping customers make complex buying decisions requires their time and attention.  To help gain both, consider starting the conversation by taking-out your phone and stating, “Let me turn this darned thing off, so we won’t be interrupted.  By the way, how’s your time – are we OK?”  That not only conveys that you consider them to be important; it also encourages customers to ignore their phone, and commit some time to this decision.

Find more customer service training tips, tools, and resources at www.jeffmowatt.com

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