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Facts tell – emotions sel

2300 years ago, Aristotle wrote down the secret to being a persuasive speaker, the secret which forms the basis for nearly every public speaking book written since then. Do you know the secret? It is simply ‘ethos’ which is your credibility; ‘pathos’ which is your emotional connection to your audience; and ‘logos’ which is your [...]

Looking through the customer lens

Customers are feelig pressure to get more done with less, so many of them are reducing the number of companies they do business with. At the same time, companies are urging their salespeople to increase sales to present customers. Unless we nurture our existing customer relationships, it will be increasingly difficult for salespeople to succeed. [...]

Customer diversity – one size does not fit all

Whether you are working in a customer-service call centre serving a global audience, or staffing the customer service desk in a local retail store, you will most certainly be working with a broad range of customers. You will encounter different languages, cultural backgrounds, age groups, genders, and communication styles. Almost everyone you interact with will [...]

Use power to change the game

Power is said to pervade all facets of negotiation. Indeed, the very idea of negotiation intuitively conjures images of power contests and tough bargaining. Going into a negotiation with someone who holds more power than you do can be a daunting prospect.  Whether you are asking your boss for a new assignment or attempting to [...]

Channelling Energy for Inspirational Leadership

Most of us respond to rising demands in the workplace by putting in longer hours, which inevitably take a toll on us physically, mentally, and emotionally. That leads to declining levels of engagement, increasing levels of distraction, high turnover rates, and soaring medical costs. The core problem with working longer hours is that time is [...]

Personality of effective customer service people

Here’s an example of a typical online recruitment advert: “1-2 years customer service experience; must have excellent telephone etiquette; must be computer literate; must be a people-person and well-spoken; well-groomed. Matric certificate.” Call centres and customer service positions are notorious for their turnover rates. With recruitment adverts like this, it is little wonder that companies [...]

Enhance your Message using Gestures

Some years back, I was asked to give a presentation on Camping and Caravanning in South Africa at an International conference of roadside assistance clubs which was held in Edinburgh, Scotland. I had not had any training whatsoever and practiced going through my PowerPoint presentation over and over again. I was horribly nervous, felt literally [...]

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