By Richard S. Gallagher

ISBN-10: 0814429521

ISBN-13: 9780814429525

ISBN-10: 0814473083

ISBN-13: 9780814473085

This publication will swap the way in which that you simply speak with shoppers. might be extra very important, it's going to additionally switch the way in which that you just examine buyer situations—from an paintings to a technological know-how.

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Extra resources for Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service

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Probably isn’t endearing. However, if you are on the staff of a teen hangout, this same phrase might actually be perfectly acceptable to say. 3. Benefits the Customer—This guideline automatically eliminates most of the ‘‘bad’’ greetings mentioned previously. A simple rule of thumb here is that if it doesn’t somehow benefit the customer, it cannot be the first thing that you say. One thing that you will notice these guidelines don’t do is prescribe that you should say ‘‘X’’ to a customer. Unless your greeting process is scripted by your employer, the specific words that you say should flow from your best judgment of the situation—as long as they are sincere, appropriate, and benefit the customer.

Burns, a pioneer of cognitive-behavioral psychotherapy, teaches people to deal with this and other errors of thinking by writing down their automatic thoughts—and then examining the fallacies of these statements and writing down more accurate thoughts to replace them. ’’9 Burns refers to this process as reattribution, and the idea behind it is similar to the reframing approach discussed previously for attacking stereotypes. In both cases, you substitute your instinctive thoughts with more rational ones to change both your mood and your reactions.

Chapter 2 | The Inner Game of Customer Contact 23 there is some powerful psychology behind this technique, which has led to a revolution in treating emotional problems. Rethinking and reprogramming your reactions to people and situations has become a key component of cognitive-behavioral psychotherapy, one of the more popular approaches in use today for treating mood disorders. When you apply it to customers, this simple but powerful technique can make a real change in your interactions with people.

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Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service by Richard S. Gallagher


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