The Digital Divide

What is your tone of voice saying to those you are speaking to.  Whether you know it or not your tone of voice holds much more meaning to your message than the words you are saying.  Your tone can dictate the direction of a conversation in many ways.  We need to be more aware of how we use our tone of voice professionally and personally.  It can dictate whether customers return and recommend you, as well as how well you maintain your personal relationships.  The bottom line; your tone of voice can make or break a conversation so be aware of how you're speaking to people as you go through this crisis and when you get back to work.  

How do you know if you're a good communicator? Being aware of where you may fall short on your communication skills is the first step in knowing how to improve.  In this episode I ask you pointed questions to help you take self inventory.  I also explain the importance of being able to demonstrate each skill. To be sure you have a true understanding of your communication skills  I suggest you ask these same questions about your skills to those you trust to give you unbiased feedback.  Take a listen so you can move forward in understanding how well you actually communicate.

Do you know all the aspects of how to utilize you body language in different situations and scenarios?  Body language is more than just gestures and does a lot for your message when interacting in small or large groups.  Your body language can be distracting or help others remember what you've said.  Learn how to use your body language in a way that benefits you and those around you.

Eye contact is such an important part of connecting with people.  Having poor eye contact used to be related to having some kind of diagnosis, this is no longer the case.  During the Course of my instructional seminars I have learned more and more people are uncomfortable with eye contact.  We are forgetting why eye contact is so important and how it can make a difference during our interactions.  Listening to this episode will help you understand the significance of eye contact in relating and interacting with those around us.

Facial Expressions are so important when it comes to communicating during face to face interactions because it demonstrates how the person feels.  When we know how a person feels it dictate how we act or respond.  Know the difference between voluntary and micro expressions. Utilize your understanding of how to read facial expressions to help you interact to your benefit in any given situation. 

Listen to an interview with Gianna, an 18 year-old girl whose life has been changed due to our quarantine.  How is she handling it?  How is she staying connected with family and friends? How is it impacting her college experience? What does/doesn't she enjoy about learning remotely. 

Learn how communication skills play a role when working in sales.  Lynda asks questions about the role of communications skills for repeat customer sales and to bring in new customers.  Learn the best way to maintain your customer relationships and how to gain trust with potential clients.  Communication is key and how you communicate can make all the difference. 

Customer service is a matter of making it all about them. Are your interactions with your customers centered around them and their needs?   In this episode how and why to use Assertiveness, Depersonalization, Taking Responsibility and Humor are discussed to ensure you are putting the customer and his/her needs at the center of your exchange. Utilizing these skills will ensure a positive experience that will make them a repeat customer who refers you to others.

We know the Key to Customer Service is having a customer walk away knowing they were the important to you and having all their needs are met and attended to.  But what are the Cornerstone Skills you need to Communicate to ensure your customer feels that way? On todays episode I discuss some of the key skills you need to communicate during your client interactions.  These skills apply for every customer, especially those that may be agitated and/or difficult to satisfy.  If you are able to implement these first 4 skills reviewed, you will definitely be closer to having satisfied customers who will not only return, but will happily sing your praises to others. Remember,  Repeat Customers, along with Customer Referrals, are the keys to business success.  

No matter what service or product you are providing in your business the key to success and growth is in providing Great Customer Service.  What makes a Great Customer Service Experience? The difference between a good experience and a great experience is most likely determined by how your customers are treated.  In this episode the Key to GREAT Customer Service is introduced.  You are given examples of poor and great customer service experiences, along with some of the top complaints people have when interacting with business owners or staff.  In the end, what it comes down to is using your Communication Skills effectively and efficiently to provide an Excellent Customer Service Experience.