How to Get Great Customer Service Almost All the Time

February 17, 2012 by

I’m sure you’ve experienced excellent customer service before, and know how good it feels.Customer Service Wordle

Whether you called up to complain about a faulty product and hung up the phone smiling, or had a sales person help you find the perfect laptop for your needs at a great price, you know that good customer services makes you feel listened to and valued and solves your problems.

Great customer service is one of the cornerstones of success for every business but not all businesspeople are wired to deliver world-class customer service every single time.  That’s where your skills can come into play to improve your customer service experience.

Companies like Nordstrom and Zappos are world renowned for their incredible customer service.

Did you know that there are things that you can do to ensure that you get good customer service like this almost all of the time? There are ways that you can “help people help you” with your questions, quandaries and problems which will make them treat you better.

  • Be friendly and upbeat. Greet the person and smile. Even if you are upset about an issue, they will feel much better about helping you if you are not whining, complaining, or getting angry at them. See them as a person just like you and treat them with kindness.
  • Give them as much information as you can. For example, if you need to buy a cell phone you should tell the sales person exactly how much you will use it, which features you want, and what you will use it for. This will help them find you a product that is suited to your needs. If you need technical help with a product, explaining the problem clearly in detail will help them determine what is wrong.
  • Ask for what you want, politely and reasonably. Don’t push your luck by asking for something outrageous, but you will be surprised how many times you can negotiate a discount, waive a fee, or get a special discount just because you asked nicely.
  • Thank them for their time. It really helps to let the customer service representative know that you appreciate their efforts to assist you. If they do an exceptional job and you are really happy in the end, consider passing along an official compliment to their supervisor.
  • Become a regular. If you do all of these things in the same establishment frequently, the staff will get to know who you are and will likely treat you extra special because they value you as a customer.

Of course, this advice only works when the person you are dealing with is competent at customer service. Unfortunately this does not happen all the time. However, most of the time it will get you much better treatment, so why not give it a try?

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You’re an Idot! How to Argue Your Point Respectfully…

February 11, 2012 by

Every so often you will be on an internet forum, sitting around the dinner table, or at a cocktail party, and someone else will utter an observation or an opinion which will be so completely misguided and wrong that it will make you want to smash your head against the table and weep for the future of humanity.

You might be tempted to call them a ridiculous and ill-informed idiot, but wait! If you resort to name calling and personal attacks, you will be perceived as a complete jerk no matter if people are swayed by your counter argument or not. There is another way that you can express your disagreement while holding onto your dignity and respect.

Here are some tips for arguing fairly:

Discuss the Point and Not the Speaker

Although it might feel good in a childish way, calling your opponent names is not the way to engage in an intelligent debate. Separate what the person is saying from who is saying it, and discuss the point that they are making.

Don’t try to say something like, “Well, you would say that because you are ______” or “You don’t know anything about that because you are __________”.

Think about how frustrating it would be if someone tried to discredit the point you were making by making personal comments about you!

Acknowledge What They Get Right

Listen carefully to what your debate partner is saying, and don’t forget to acknowledge the parts which do have a bit of truth to them. They could have the right facts, but might be just interpreting them in a way which doesn’t make sense.

When you say things like, “I see what you are saying about X, and I agree. However, I don’t agree with the conclusion you are making,” it shows people that you are taking their argument seriously and listening to them.

State Your Opinion and Evidence

When it’s your turn to say your piece, state your opinion clearly and succinctly. Explain what it is that you think, and provide concrete examples which support what you are trying to say.

You can even site common criticisms of your position, and explain why you think they are irrelevant or why you disagree. Say what you want to say in a straight forward and confident manner, without attacking, accusing, or blaming.

In the end, the saying “You can’t change a stubborn mind” might apply to your opponent and they may leave the situation still holding their view. However, if you have expressed yourself confidently, clearly, and respectfully you can be proud of yourself for standing up for what you believe in.

 

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How to Start a Conversation with a Stranger

February 3, 2012 by

Have you ever seen someone who looks attractive, nice or interesting and thought you would love to have a chat with them? Perhaps you would like to get to know them more, or you think that they would be fun to talk to?

Unfortunately, in our society it is deemed “weird and creepy” to start talking to random strangers, and most people don’t strike up a conversation with others in public places for fear of rejection or being invasive.

Here are some ways that you can start a conversation with a stranger at a party, on a bus, or in any public space without making the situation uncomfortable:

Ask them for Help

A great way to break the ice is to ask the person for help with a problem. For example, you could ask them to give you directions or recommend a restaurant or cafe in the area.

If you are at an event, you could ask them if they know when a certain lecture or concert is supposed to start.  

If you are in an internet cafe, you could ask them, “Is your internet working? My connection is a little slow…” It’s a great way to break the tension without being creepy, because you are asking for their help which is a more acceptable conversation between strangers.

Be Natural

Don’t come in with scripted material, pickup lines or pre-rehearsed jokes. The other person will be able to tell that your speech is not natural and it will come across as fake and strange.

It’s not important what you say, as long as you say it naturally and from the heart, in the moment. Don’t forget to smile!

It’s all About Them

When you are chatting with someone you don’t know, try to focus on them rather than yourself. Everyone loves to talk about themselves, so asking them questions will encourage them to open up to you. Also, you will be out of the spotlight so you are not forced to put on a show.

Gauge Their Reaction

When you use one of these conversation starting techniques, make sure that you are paying attention to the way the other person reacts. If they enthusiastically begin chatting back to you, you can feel comfortable carrying on the conversation.

If they look away, concentrate on something else, or respond with short one or two word answers, get the hint that they are not interested in talking to you. Don’t take it personally; perhaps they are just not in a good mood. Say something like “Nice chatting with you, have a good day,” and move along.

Although your mother might have told you not to talk to strangers, sometimes some of the best interactions can come from words exchanged with people you don’t know as you connect on a common bond or shared observation. You might even form a relationship or a lifelong friendship!

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How to Deal With Coworkers Who Drive You Crazy

January 31, 2012 by

Every office has at least one; the person who makes you want to curl up under your desk and cry, or beat them senseless with a stapler.

You can’t choose your co-workers, and sometimes it can be incredibly frustrating to work in an environment with someone like this. When they don’t deliver work when promised, refuse to collaborate, and fail to listen to feedback they make your job difficult and increase the stress level for everyone else.

So what can you do with that co-worker who drives you crazy? Here are a few strategies who dealing with these difficult workmates:

  • Keep your cool. Although you might want to send them an email jam-packed with obscenities on a particularly stressful morning, use self restraint. Losing your temper and lashing out at the person will not help the situation at all. You will have more power in this situation if you deal with it in a calm and controlled manner.
  • Consider their intentions. Perhaps this person is not being rude or difficult or purpose, they might just not realize the impact their actions are having on others. Or they might be acting up for a completely different reason. Try to get to know them and find out the motivations behind the way that they are acting.
  • Consult others about the problem. Have a confidential conversation with another co-worker that you trust. Ask them for support and advice on how you should deal with the situation. They might also have their own experiences with the person that they could share with you.
  • Approach the person first. No one likes being “tattled on” to a higher authority, so running to the boss when someone does something that upsets you should not be your first solution. Speak with your colleague in a calm and respectful manner, and tell them exactly what they have done and why you don’t appreciate it. If they are reasonable, or if they didn’t mean any harm, they will apologize and try to resolve the situation.
  • However, if you have approached them in this way and they have responded rudely, ignored you, or refused to stop, it’s time to get the boss involved. Provide documented evidence and clear examples to your boss of your co-worker’s inappropriate behavior, and ask them for help.

Although you and your co-worker might not become best friends, hopefully you can find a way to work together in harmony.

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Sick and Tired….Escaping the Golden Handcuffs

January 27, 2012 by

Golden HandcuffsThe term Golden Handcuffs is often used to describe a financial incentive that keeps an employee from leaving a company. The employee is locked into such a sweet high paying position that they simply can’t afford to leave.

However, this term can be applied to your position in life as well.

Escalating Expenses

When most people get high paying jobs and start earning a lot of money, the first thing that they will do is increase their standard of living to match their new wage. The new flat screen television, the recent model car, the larger house, and the expensive hobbies all start rolling in.

With an increase in salary comes a brand new lifestyle. After all, no matter how much money you are earning, it is the easiest thing in the world to spend it all.

However, what happens when you are sitting on your brand new leather couch, sipping wine from your designer stemware, and you realize that you don’t actually like your job? In fact, you hate it and you wish you could be doing anything else.

You wish you could be able to start your own business, go travelling, or follow your passion to a more rewarding career.

Trapped in a Lifestyle

Unfortunately, if you are spending everything that you are earning (and even going into debt) you are literally trapped in your high paying position. You would love to quit and try something different, but you know that other options out there will not be as high paying as your current position.

With your high mortgage payments, car lease, utility costs, and paying off that new TV you would be bankrupt within a week if you dared to give the job the slip. Any major job change would require stripping your lavish life down and getting rid of all of the luxuries you and your family have become accustomed to.

Avoid the Trap

So how do you avoid this nightmarish scenario? Don’t let yourself get trapped by the Golden Handcuffs in the first place. The trick is to avoid inflating your living expenses to match your income, and always living well within your means. To put it simply: Always spend less than you earn.

It seems simple, but so many people in modern society have been handcuffed. Don’t let yourself become trapped!

If you had taken the high paying job, but stayed in your smaller home with your old car (which works just fine) as well as held off on buying items you could not afford, you would be able to easily make a career switch later on without having any impact on your lifestyle.

In fact, you would probably have money in savings that you could use to travel, start up a business, or pursue your dreams.

Isn’t freedom sweet?

 

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Feeling Overwhelmed? How to Make a To-Do List That Gets Done

January 25, 2012 by

Making a to-do list is a great way to see at a glance what you need to get accomplished in a day. To Do List

However, some to-to lists help productivity more than others, and a bad to-do list might do more harm than good.

If you can invest a little bit of time planning out your tasks for the day in a clear and achievable list you will be able to accomplish things much more smoothly.

Here are a few ways that you can make the best to-do list possible:

  • Break it down. Adding a huge task such as “clean the house” to your to-do list can overwhelm you.  Divide this task into several small jobs so that you know where to start, such as “wash the dishes”, “sweep the floors”, and “vacuum the carpets.”
  • Group tasks together that are located in close proximity to each other. For example, if you are driving to the shop to pick up bread and milk and you also have a package to mail you can drop it off at the post office on the way there. It is inefficient just to go out and only accomplish one task at a time.
  • Prioritize the things that you need to do by urgency. This will help you know which items are more important and need to be finished first. You can create a system with colors or numbers to organize your tasks.
  • If you have bumped a task from yesterday that you couldn’t get finished, this job should get a higher priority today or you will continue to put it off.
  • Don’t make your to-do list so long that it is impossible to achieve in one day. This can be very demoralizing. Include small and easily checked-off tasks which will give you positive reinforcement and provide momentum.

Above all, don’t forget to include a reward at the end when you finish everything you set out to do. Whether it is going for a walk with the dog, relaxing for a while to watch your favorite show, or going out with friends, if you achieve all of the goals on your list feel free to celebrate your productive day!

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Say What? I Wanna Talk About Me!

January 21, 2012 by

Dog EarsHave you ever had the experience of realizing that the person you were speaking with was simply not listening? 

They might have looked like they were paying attention, but your words were simply going in one ear and out the other. Chances are this left you feeling frustrated and unappreciated, especially if what you were saying was very important.

Listening is a very important communication skill that not everyone has mastered.

Have you ever thought about how well you listen to other people? Perhaps you might be tuning out others without realizing it, causing them to feel like you don’t care what they are saying.

Whether it is in the workplace, with your friends, or in a relationship, being a good listener is a skill that will always be beneficial. It will help you avoid conflict and misunderstanding, resolve issues, and succeed in all aspects of your life.

Here are some helpful tips for becoming a better listener:

  • Don’t interrupt. Let the person finish what they have to say before jumping in to finish their sentences or object. Be patient.
  • Remove distractions. If you find that you are looking at your text messages or surfing the net on your laptop while someone is talking to you, then you are not giving them your full attention. Eliminate these distractions to show them respect.
  • Give eye contact to the person you are speaking with, and watch their face for important non-verbal clues to what they are meaning.
  • To let the person know that you are paying attention, give an occasional nod or say something like, “I see” or “that makes sense.”
  • If you don’t understand something, ask questions to clarify so that you don’t get lost as they assume you know what they mean and start to talk about the topic more.

Practice your listening skills and you will find that being a good listener will improve your personal and professional life in many ways.

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How to Stay Happy When Stuck Indoors This Winter

January 11, 2012 by

For those of us living in colder climates, the winter season means shorter days, freezing weather, and being stuck inside the house for long cozy fireplaceperiods of time.

It is easy to get depressed with the lack of sunshine and time spent outdoors, especially if you are the type of person who loves the summer.

If you live in a chilly climate and can’t afford to spend six months in the Bahamas instead, here are a few tips that will help you enjoy the winter season:

  • Open the window for five minutes. Although it is freezing inside, if you keep the house sealed up the air inside will become stale and stuffy which will make you feel tired and low in energy. Let a bit of fresh air in to reinvigorate yourself and breathe easier.
  • Consider bringing some flowers, plants or herbs into your household. When it’s a barren winter wasteland outside we tend to miss all of the living things around us, so having plants inside the house can add fresh air and lovely scents to your life.
  • Having a pet such as a dog, cat, goldfish or bird to spend time with will also help to brighten up the short winter days when you are stuck inside.
  • Let the light in. Even in the depths of winter there are still around 8 hours of natural sunlight, so open up the curtains!
  • Wintertime is a great opportunity to catch up on your “me-time”, so treat yourself to that book that you have been meaning to read or take up a hobby like painting or knitting. In the summertime we sometimes neglect these activities because we spend so much time outside.
  • Get cozy. Pulling yourself out of bed on a dark winter morning is much easier when you don’t have to face the chilling prospect of bare feet on a cold floor. Treat yourself to some fuzzy slippers and warm pajamas to make you more comfortable in the snowy weather.
  • If you can’t afford a trip to Italy, Spain, Mexico or the Caribbean this winter, bring the hot climates to you by learning how to cook a new recipe from these cultures! You could even invite your friends over for spicy tacos and margaritas!
  • Get outside! If the sun comes out, take advantage of this opportunity and go for a walk. It might be cold, but the snowy scenery can be absolutely beautiful. You can also warm yourself up with a hot chocolate when you return!

Have a wonderful and happy winter!

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How to Follow Up After a Job Interview

January 9, 2012 by

Do you ever wonder what the best way is to follow up after a job interview?  Is email to impersonal?  Is snail-mail too slow?  Will the Job Interviewinterviewer even notice or care?

Well, one thing is for certain.  If you don’t follow up at all, you’re quite sure that they won’t notice at all.   In fact, so few people follow up in any way you might just set yourself apart and make the difference in being considered for the position.

By reinforcing your interest in the position with a friendly follow up you will push your name to the forefront of the hiring manager’s mind. This little touch might just be the extra that makes you stand out from the others.

If you have just been to an interview for your dream job and all has gone well, you might want to consider following up with the employer in one or more of these ways:

Sending an email thank you note

This is one of the easiest and quickest ways to follow up on an interview. Write a short and friendly email to the employer thanking them for taking the time to meet with you. You also have the opportunity to touch on anything you talked about in the interview and reiterate your desire for the position. Make it short and sweet however, as the employer will not want to read several pages about how much you dream of working for them.

Mail a Thank you Card

Taking the time to use snail mail rather than email will certainly make you stand out from the rest of the applicants! By actually mailing a card, you will be creating a memorable impression in the employer’s mind which will help them associate your name with someone who goes the extra mile.

Use Social Media

Use a social networking website such as Twitter or Linked In to send a quick thank you to the employer. Again, the message doesn’t need to be long but can be a simple “thanks for your time” or a “nice to meet you”.

The advantage of this is that it connects the employer to your online profile, and if you are using social media well this should lead them to a website or an online portfolio which further showcases your brilliance.

Taking the time to follow up after an interview is the special touch that will make your application stand out and it just might help you achieve that dream job!

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Fear of Failure? Tips for Keeping Your New Years Resolutions

January 4, 2012 by

Have you made yourself a New Year’s resolution?Goal Setting

The turning over of the calendar usually inspires us to resolve to make positive changes in our lives, but more often than not we fail to follow through on our promises to ourselves.

If you struggle to keep your New Year’s resolutions, perhaps these tips will help you stay on track:

Be more realistic.

If you set goals for yourself that are completely unattainable, you will become discouraged and give up quickly.  For example, if you want to start losing weight and gaining muscle, don’t expect to look like a body builder two weeks into the New Year. 

Make a goal to visit the gym every second day instead, and if you stick to this reasonable goal you will eventually start to see results.

Make a plan. 

If your New Year’s resolution is to pay off your credit card debt, you won’t get far if you keep on spending in the same way. You need to make a plan to do things differently to get different results.

Your plan could include creating a budget to see where you can save money, and then paying off a set amount per month until the debt is gone.

Talk about it.

If you keep your resolution a secret, there is no one to keep you to your word if you decide to give up. If you tell your friends about your goals they can encourage you and motivate you.

Break the goal into small manageable chunks.

Losing 30 pounds seems overwhelming, but losing five pounds is not so daunting.

However, if you focus on these small goals and lose five pounds six times throughout the year, you will be down to your goal weight of 30 pounds less!

These are just a few tips to help you achieve your New Year’s resolutions.

Experts say that it takes approximately three weeks for a new habit to form. If you can stick to your resolution for this long, your positive habits will soon become second nature. 

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