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Case Upon - The Voice of Customer Service
What does it mean when printing companies say they need to get a die made? There are multiple types of dies used for different processes.There are engraving dies. These are made of steel and copper. The process wipes ink across the die and then the paper is hit with that die injecting the ink into the paper. These dies last a long time and can be used multiple times. This is usually for fine type with serifs.There are embossing dies. These are usually made of brass or copper but sometimes magnesium on the low end. The brass or copper are good for multiple uses and can have multi levels to give grea
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voi
Offshore incorporations mean anonymity, no or limited liability, high tax exemptions and revenue benefits and asset protection. If you deal in a business that faces too many hassles under your domestic jurisdiction then offshore incorporation under a favorable jurisdiction can be quite fruitful. Many countries have more flexible and lenient business legislation. Therefore incorporating your business online under these legislations takes off a number of legal hassles from your head.Many offshore incorporations involve reduced incorporation and other services fees. This difference is covered through managem
Customer service is about more than mouthing the words customers want to hear. You have to sound believable. How do you sound? Try this experiment. Call your own answering machine and leave yourself a message normally intended for your customers. Now replay it. Are you convincing? Does sincerity ring from your voice or are you just mouthing clich?s in a disinterested fashion?
Depending your tone of voice you can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Focused or Scattered
Alive or Comatose
Pick one of the following phrases:
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a few times to a colleague next to you or over the phone to a friend.
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voic
Modular office buildings are a practical, modern way to maximize space and delineate limits and boundaries in any work environment. In fact, this has become a prevalent design in millions of office buildings around the world. It is a popular choice for interior offices, clean rooms, manufacturing rooms and is widely used for industrial wall systems. A modular office is sleek with clean lines and works best especially for companies with numerous employees.If you want the modular office look for your building, here are a few tips that could help you:What they are
Depending your tone of voice you can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Focused or Scattered
Alive or Comatose
Pick one of the following phrases:
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a few times to a colleague next to you or over the phone to a friend.
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voi
Rick Jarow, author of Creating the Work You Love, introduced many of us to the notion of career seasons. When we're struggling with a career, we're most likely to think of winter. At some point a career change (or other transition) feels like being buried under a coat of ice, hibernating through long, dark days. Hopefully we learn to see the beauty of winter -- sun on the snow, clear air, the bare outlines of trees denied their leafy cover-ups.Spring gets promoted as a time of new beginnings -- and it's a fragile season. Buds appear on trees, only to become leaves in a matter of days. Cherry blossoms, for
Focused or Scattered
Alive or Comatose
Pick one of the following phrases:
“Thank you for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thank you for coming in again.”
Mouth it a few times to a colleague next to you or over the phone to a friend.
- Now ask your listener: "How do I sound?"
- When you’re monotonal you may sound flat and lifeless.
- How does this sound when you’re tired? Uninspired?
- How does this sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voi
Does your company rely on controlling temperature to maintain its stock? Of course, most businesses are affected by the performance of heating, ventilation or air conditioning (HVAC) systems – one just has to think about working in a hot office during the summer weeks, and the effects on staff production. But, when stock is directly affected by temperature, such systems take on a wholly different importance.Monitoring becomes paramount; it can also be a mandatory requirement when it comes to handling chilled, frozen or hot foods. But, when there are a great number of different systems on the market (rangi
- How does this sound when you’re tired? Uninspired?
- How does this sound when you’re expressive? Do you generate good will and energy?
- How does this sound when you’re sincere? Is there a genuine quality to your voice?
- How does this sound when you’re friendly? Does warmth emanate from your conversation?
- How does this sound when you are smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voi
Some folks use materials right out of the ground to make ceramics. A high-volume example of this is the brick manufacturer up the road. (If you don’t have clay or shale where you live, there is no brick manufacturer up the road.)Brick manufacturers usually mine clay by the open pit method. That means that they usually don’t tunnel for the clay. They carefully remove the overburden (the dirt, weeds, trees, old cars, and what-have-you on top) leaving a clean clay or shale face. Then they mine the clay or shale and deliver it to the factory.At the factory, it is crushed or ground as required, water is
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not to sound overly Dramatics, but “What you see is what they get.”
Inflection
When we consider the message our voice sends customers, don’t forget to consider your inflection. It is important to understand where in a sentence you put the emphasis. What words do you accentuate? Which words do you emphasize? Depending on your placement of accent you can send different messages with the same set of words. Consider the following statement: “It’s all over my friend.” Depending on the placement of accent and pause, this statement could either lament the end of a successful run of some sort, or be describing the result of a sick bird flying overhead of your pal.
Similarly, this statement, based on inflection, may send two entirely different messages: “What’s that in the road ahead?” or “What’s that in the road, a head?” You can see how inflections inform. Let’s make sure the information we convey is supported by our inflections.
Actors often take the Shakespearean phrase “to be or not to be, that is the question” and repeat it alternately while emphasizing different words. For instance, one variant might be “To be or NOT, to be THAT is the question!”
Revisiting our triplet of phrases let’s see how inflection alters their meaning:
“Thank you for calling. We’re delighted to serve you.”
We can place the accent on different words to convey different sentiments. The capital letters indicate the words being accented through our inflection.
“THANK you for calling. We’re delighted to serve you.”
“Thank you for CALLING. We’
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