Influcence with Ease®

  • Jeff Mowatt, BComm, CSP
  • Customer Service Strategist
  • Certified Professional Speaker

From the archives of Jeff Mowatt's bi-weekly 30-second customer service training tips...

Wishy-Washy or In-Command?

Whether you're coaching a team at a soccer practice, or discussing a proposal in a meeting, there are times when you are expected to take control. Compare two presenters reviewing a project with her team. First presenter: "Ok, that's if for page 5. Would you kindly turn to page 6 please?" Second presenter: "Ok, that's it for page 5. Please turn to page 6." The second presenter, while still being polite, sounds more decisive, in control, and instills more confidence. I believe most of the time, we should ask - not tell. However, on those occasions when you are expected to, go ahead and take command.

Today's chuckle:

Give me ambiguity or give me something else.


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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com

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