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first impressions
Articles tagged with first impressions
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AGENCY TELEPHONE PROCEDURES: TELEPHONE EXCELLENCE by Karen Flaherty If you ask a group of customer service representatives to talk about problems they encounter on the job, the agency tel...
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CUSTOMER SERVICE: THE FIRST IMPRESSION by Skip Hyken It takes eight to 12 good experiences to make up for a single bad impression. To renew the confidence in a customer, yo...
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CUSTOMER/PROSPECT CORRESPONDENCE: CHOOSE RIGHT WORDS TO CONVEY RIGHT MEANING Poor word choice in customer correspondence can alienate prospects and customers. Additionally, jargon can be misint...
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'We were all raised by mothers who told us we had one chance to make a first impression,' Sen. Christopher Dodd of Connecticut once said. He added, 'And a first impression can last you awhile.' It’s all about first impressions making them and responding to them.
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Why all the concern with first impressions? Why do we believe that the first contact makes such a difference? 'No one gets a second chance at making a first impression' — true, or just popular business lore? John Graham looks for the answers in this document.
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FRONT-LINE EMPLOYEES: CRITICAL TO SUCCESS by Emily Huling CSRs can make or break your retention rate. In this document, Emily Huling discusses the proper methods for hiring, tra...
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IS YOUR AGENCY SENDING THE RIGHT SIGNALS? by Emily Huling When was the last time you viewed your agency, either by phone or in person, as if you had never done business before? If you're...
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SALES SUCCESS THROUGH MOMENTS OF TRUTH by Lynn Thomas, JD Moments of truth. Is that just a catchy phrase? Or is it another marketing gimmick? Actually, moments of truth (MOT) represent a simp...