Post Tags

Archive for the ‘Customer Service’ Category

Texas Speakers Bureau – Customer Service Speaker, Myra Golden on “This Is the Only Way You’ll Get An Angry Customer to Calm Down”

Tuesday, August 8th, 2017

Myra-Head-Shot-200260If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. No other approach you take will defuse anger if you don’t first move over to the left brain.

Psychologists talk about what they call the communication chain. The communication chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. If there’s no response to the link, the chain is left unlinked, or broken. Read the rest of this entry »

San Antonio Speakers Bureau – Customer Service Speaker, T. Scott Gross discusses how Your Brand Can’t Hide Behind Poor Service

Sunday, November 20th, 2011

San Antonio Texas Speakers Bureau presenter, T. Scott Gross, discusses how Your Brand Can’t Hide Behind Poor Service.

Customer service is the expression of your brand.

I’ve got more to say on the subject of customer service and branding but if you truly got the message that customer service is the expression of your brand, you are head and shoulders above the average corporate leader who thinks branding issues can be cleared up by a trip to the graphic designer.

In the course of preparing for keynoting assignments, I have asked clients of organizations large and small about their brands. Over the past ten years the likelihood of my questions resulting in only dead air over the phone line has gone down considerably. Either more companies are at least attempting to understand their brands or maybe I’m just working in better neighborhoods. These days chances are good that my client will rise to the challenge and hand me a lavishly designed printed piece that fully explains their branding efforts.

Nice. But printed statements don’t matter that much.

Your brand statement tells who you want to be. Your customer service says who you really are. Read the rest of this entry »