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impression
Articles tagged with impression
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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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'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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HOLIDAY CARDS: MY PET PEEVE by Bill Cates Mailboxes overflow with offers, incentives, and enticements. Isnt it nice when you get a note thats actually personalized? Bill ...
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INFLUENTIAL PERSONALITIES: HOW YOU INFLUENCE THOSE AROUND YOU by Steve Anderson The amount of influence you have refers to how well you are able to convince others to accept your point of...
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Customer service begins with thinking like customers.
A good place to start is with language. Thought and language mirror each other, and when the right words are used, the organization begins to behave as if they were true. Use the wrong words and the opposite happens.
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ONE-MINUTE WEB ADVICE by Jack Fries Your Web site is the first thing that many people will ever discover about your business. In this document, Jack Fries tells you how to make ...
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If you offer a policy review, your agency must be prepared to handle responses. The first 10 seconds of a phone call may be crucial in forming the caller's impression of your professionalism. Depending on the agency's system for routing incoming calls, we advise that Life calls be handled by Life staff. In emergency situations, enough information should be obtained on the first call to enable the Life producer to reach the caller again, even if communications are difficult; don't lose the caller!
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TELEPHONE PROSPECTING TECHNIQUES THAT GET RESULTS One of the best articles IMMS has seen about getting through to prospective clients was written by a pro, Ed Drake of SAFECO. SAFECO is,...