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Best practices in customer service – I

By Diego Nascimento

Once I needed some information to complete the purchase of an electronic product.  The saleswoman complied with all the rules of good customer service, or rather, almost complied.  What was missing? In answering my last question about the guarantees of the equipment, she replied, “I think…”  This simple expression is able to delay and even compromise SALES OPPORTUNITIES.  When salesmen express, even indirectly, “I think…” they can demonstrate to the customer inconsistent information about the product and/or services of the company they work for.  No one is better able to present and defend an idea as the person responsible for customer service.  From now on try to analyze how you come across.  Replace “I think…” with “One moment, please… I will confirm this information,” or some other phrase that does not give a sense of doubt or insecurity.  The small details make a difference.Invest in your communication!

Consider:  Opportunities.  Consistency.  Ideas.

The tone of voice and the professional life

By Diego Nascimento

The voice is an essential tool when the subject is ASSISTANCE (either personally or over the phone).   As I have observed various businesses in Brazil and in other lands, I have seen how much the TONE OF VOICE can contribute to the client making a decision about buying a product and/or hiring services.  The volume of the voice can be MEASURED in accordance with the place of work, particularly involving phone conversations.  The sound that comes from the vocal cords can be a POSITIVE POINT for your business or it can create barriers with the public.  Want an example? Imagine you are in a store, talking with a potential client.  You pause, your tone of voice encouraging his or her understanding, but at the same time allowing for a DISCRETE dialogue.  I confess that I am not a great admirer of yelling or “drawling”, no matter where I encounter this when seeking assistance.  Professor Reinaldo Polito, in one of his articles, offers a tip about how to conclude a DIALOGUE with a “golden key”:  “At the conclusion of presenting your information, when you pause, continue to look at the other person.  When finishing your thought, pronounce the words with an inflection that is appropriate, signaling that you have completed giving him or her the information.”

Offer exemplary assistance:  information given in a tone of voice that conveys credibility.

Think about it:  Assistance.  Tone of voice.  Discrete.  Dialogue.

Employees who complain

By Diego Nascimento

Have you ever met a coworker who spends more time complaining about the company instead of CONTRIBUITING to the goals of the team? Usually this kind of ATTITUDE can discourage other coworkers and creates a mistaken IDEAabout the corporate image. In many cases, the complaint expressed  by the employee is not always reality.  One of the characteristics of entrepreneurs is they identify opportunities and stay away from the “whining team.”  Professor Reinaldo Polito, in one of his articles, cites a conclusion after a conversation between professionals from different sectors.  He says, “Almost always the qualified professionals are hired for their development potential, but they are fired for their behavior.  Factors such as punctuality, respect and commitment determine whether professionals remain in a company or are fired, whether they become stagnant or are promoted.” Be optimistic! Try to visualize solutions to the daily business challenges.   And you?  Which team are you on? Think about it!