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JEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS Not only does it jeopardize customer loyalty; it also limits career advancement. See if you or your team members ever commit any of these top six oversharing blunders. 1. Referring to other customers. Customers like to feel that they are your only customer, especially if they do a lot of business with you. That’s why when you’re busy SIX SECRETS TO NOT SHARE WITH CUSTOMERS BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. DEALING WITH WEALTHY CUSTOMERS Instead, wait till they actually look you in the eye, then say “Hello. Yes, I can help you with that.”. By waiting until you have the person’s undivided attention, you convey that you are a human – not a doormat – who is worthy of respect. Customers are happierdealing with
FOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS Not only does it jeopardize customer loyalty; it also limits career advancement. See if you or your team members ever commit any of these top six oversharing blunders. 1. Referring to other customers. Customers like to feel that they are your only customer, especially if they do a lot of business with you. That’s why when you’re busy SIX SECRETS TO NOT SHARE WITH CUSTOMERS BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. DEALING WITH WEALTHY CUSTOMERS Instead, wait till they actually look you in the eye, then say “Hello. Yes, I can help you with that.”. By waiting until you have the person’s undivided attention, you convey that you are a human – not a doormat – who is worthy of respect. Customers are happierdealing with
FOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results. UPCOMING PUBLIC EVENTS Upcoming Public Seminars Becoming a Trusted Advisor (for Managers and Frontline staff) Click here for details. Leading a Customer-Focused Team (for Managers and Supervisors only – and for people who will be moving into those roles) REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. I’LL TAKE CARE OF IT I’ll Take Care of It. Whenever one person gives someone else a task to do, there’s always the risk that the other person might “go-through-the-motions” to get it done. Whether you’re an employee doing something for a customer – or for your boss, your choice of words can instill confidence or foster mistrust. Forexample, if you
ECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
CUSTOMERS FROM HELL
Here are five Do’s and Don’ts for calming cranky customers. 1. Do consider the big picture. Don’t focus on the single transaction. The fast food fisticuffs could have been avoided if the restaurant manager (better yet the frontline employee) would have cheerfully replacedYES, I MIND WAITING
9. Explain unusual delays. If it’s an unusually long delay, apologize to the customer, explain the delay and thank them for waiting. When a pharmacist explained to me that his assistant had quit that day, so he was short staffed, I didn’t mind the wait. If he hadn’t pointed that out, I wouldn’t have returned. 10. QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS 7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofFOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS 7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofFOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results. CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
ECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
I’LL TAKE CARE OF IT I’ll Take Care of It. Whenever one person gives someone else a task to do, there’s always the risk that the other person might “go-through-the-motions” to get it done. Whether you’re an employee doing something for a customer – or for your boss, your choice of words can instill confidence or foster mistrust. Forexample, if you
REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. A COMMON ASSUMPTION THAT RUINS REPUTATIONS Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
SIX SECRETS TO NOT SHARE WITH CUSTOMERS Not only does it jeopardize customer loyalty; it also limits career advancement. See if you or your team members ever commit any of these top six oversharing blunders. 1. Referring to other customers. Customers like to feel that they are your only customer, especially if they do a lot of business with you. That’s why when you’re busyCUSTOMERS FROM HELL
Here are five Do’s and Don’ts for calming cranky customers. 1. Do consider the big picture. Don’t focus on the single transaction. The fast food fisticuffs could have been avoided if the restaurant manager (better yet the frontline employee) would have cheerfully replaced IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS 7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofFOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS 7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofFOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results. CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
ECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
I’LL TAKE CARE OF IT I’ll Take Care of It. Whenever one person gives someone else a task to do, there’s always the risk that the other person might “go-through-the-motions” to get it done. Whether you’re an employee doing something for a customer – or for your boss, your choice of words can instill confidence or foster mistrust. Forexample, if you
REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. A COMMON ASSUMPTION THAT RUINS REPUTATIONS Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
SIX SECRETS TO NOT SHARE WITH CUSTOMERS Not only does it jeopardize customer loyalty; it also limits career advancement. See if you or your team members ever commit any of these top six oversharing blunders. 1. Referring to other customers. Customers like to feel that they are your only customer, especially if they do a lot of business with you. That’s why when you’re busyCUSTOMERS FROM HELL
Here are five Do’s and Don’ts for calming cranky customers. 1. Do consider the big picture. Don’t focus on the single transaction. The fast food fisticuffs could have been avoided if the restaurant manager (better yet the frontline employee) would have cheerfully replaced IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS 7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofFOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
SIX SECRETS TO NOT SHARE WITH CUSTOMERS 7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofFOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results. CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
ECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
I’LL TAKE CARE OF IT I’ll Take Care of It. Whenever one person gives someone else a task to do, there’s always the risk that the other person might “go-through-the-motions” to get it done. Whether you’re an employee doing something for a customer – or for your boss, your choice of words can instill confidence or foster mistrust. Forexample, if you
REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. A COMMON ASSUMPTION THAT RUINS REPUTATIONS Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
SIX SECRETS TO NOT SHARE WITH CUSTOMERS Not only does it jeopardize customer loyalty; it also limits career advancement. See if you or your team members ever commit any of these top six oversharing blunders. 1. Referring to other customers. Customers like to feel that they are your only customer, especially if they do a lot of business with you. That’s why when you’re busyCUSTOMERS FROM HELL
Here are five Do’s and Don’ts for calming cranky customers. 1. Do consider the big picture. Don’t focus on the single transaction. The fast food fisticuffs could have been avoided if the restaurant manager (better yet the frontline employee) would have cheerfully replaced IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. SIX SECRETS TO NOT SHARE WITH CUSTOMERS MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. SIX SECRETS TO NOT SHARE WITH CUSTOMERS MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results. CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM 2021 Upcoming Live-Stream Virtual Events: Choose either June 8th or June 10th. Seminar Times: 9am-4pm Mountain time. Registration fee: $630 Cdn Group rate: You’ll automatically receive 10% off the above rates when registering groups of 3 people or more. Bonus! Each participant will receive a copy of Jeff Mowatt’s bestselling ebook, “Becoming a Service Icon in 90 Minutes a Month”.ECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
A COMMON ASSUMPTION THAT RUINS REPUTATIONS Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. SIX SECRETS TO NOT SHARE WITH CUSTOMERS Not only does it jeopardize customer loyalty; it also limits career advancement. See if you or your team members ever commit any of these top six oversharing blunders. 1. Referring to other customers. Customers like to feel that they are your only customer, especially if they do a lot of business with you. That’s why when you’re busy IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
WHAT’S YOUR CUSTOMER’S BUDGET? What’s Your Customer’s Budget? At one of my seminars, a participant asked me how to raise the subject of budget when the client invites you to make a proposal. “We go through the whole presentation,” he explained, “And the client seems to likeeverything.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. SIX SECRETS TO NOT SHARE WITH CUSTOMERS MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
7 KEYS TO CREATING A CUSTOMER FOCUSED CULTURE 6. Coach instead of Fighting Fires. We often hear one of the roles of the manager is to act as a mentor or coach. Yet managers get so busy that the only time they “coach” people is when a subordinate fouls-up. Worse still, only one person at a time learns from the mistake. That’s not our idea of being a mentor. SIX SECRETS TO NOT SHARE WITH CUSTOMERS MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware ofECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
QUIZ – HOW WOULD OTHERS DESCRIBE YOUR ENERGY? – JEFF MOWATT Quiz – How would Others Describe your Energy? If you are in a leadership role at work, which of these statements describes your energy: a) Bubbling with enthusiasm. b) Bursting with energy. c) Pulsating with positivity. d) None of the above. I hope you answered “d” none of the above. Because employees typically find the otherthree
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results. CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM 2021 Upcoming Live-Stream Virtual Events: Choose either June 8th or June 10th. Seminar Times: 9am-4pm Mountain time. Registration fee: $630 Cdn Group rate: You’ll automatically receive 10% off the above rates when registering groups of 3 people or more. Bonus! Each participant will receive a copy of Jeff Mowatt’s bestselling ebook, “Becoming a Service Icon in 90 Minutes a Month”.ECHO TECHNIQUE
Echo Technique. Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few wordsin
A COMMON ASSUMPTION THAT RUINS REPUTATIONS Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
REPLACE ‘BUT’ WITH ‘AND’ The lesson: when you disagree, replace the word but with and . For example, you might respond with, “Yes, and here’s another thing to consider”. It’s a way of disagreeing without being disagreeable. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. SIX SECRETS TO NOT SHARE WITH CUSTOMERS Not only does it jeopardize customer loyalty; it also limits career advancement. See if you or your team members ever commit any of these top six oversharing blunders. 1. Referring to other customers. Customers like to feel that they are your only customer, especially if they do a lot of business with you. That’s why when you’re busy IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
WHAT’S YOUR CUSTOMER’S BUDGET? What’s Your Customer’s Budget? At one of my seminars, a participant asked me how to raise the subject of budget when the client invites you to make a proposal. “We go through the whole presentation,” he explained, “And the client seems to likeeverything.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
FOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
SIX SECRETS TO NOT SHARE WITH CUSTOMERS IS YOUR VOICE HURTING YOUR CAREER? The reminder for all of us – when it comes to talking with customers, how you sound is just as important as what you say. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware of WHAT’S YOUR CUSTOMER’S BUDGET? What’s Your Customer’s Budget? At one of my seminars, a participant asked me how to raise the subject of budget when the client invites you to make a proposal. “We go through the whole presentation,” he explained, “And the client seems to likeeverything.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
FOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
SIX SECRETS TO NOT SHARE WITH CUSTOMERS IS YOUR VOICE HURTING YOUR CAREER? The reminder for all of us – when it comes to talking with customers, how you sound is just as important as what you say. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware of WHAT’S YOUR CUSTOMER’S BUDGET? What’s Your Customer’s Budget? At one of my seminars, a participant asked me how to raise the subject of budget when the client invites you to make a proposal. “We go through the whole presentation,” he explained, “And the client seems to likeeverything.
SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results.CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
OUR CLIENTS
Our Clients. These are just some of the organizations that have brought Jeff in to speak for their employees or members. Click on a category below for the list of client organizations within the category. Where there is a link indicated for an organization, you can click on it for that client’s comments. We’ve also included a fewsamples of
CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
TRUSTED ADVISOR TIPS Six words to become a Trusted Advisor. When to ignore customer wants and likes. Listen Louder. It’s NOT about what the customer asks for. Listen as a friend vs trusted advisor. If you Deal with Businesses. The #1 Way to be Valued as a Trusted Advisor. Shift your Service from Processed to Personalized. SIX SECRETS TO NOT SHARE WITH CUSTOMERS Oversharing blunders that annoy customers and limit careers “I wish some of my team members would think more before they speak.” This was the comment made by a senior HR manager of a construction company where I was brought in to conduct Trusted Advisor training. She continued, “They inadvertently share more than our customers need tohear.”
CUSTOMERS FROM HELL
Here are five Do’s and Don’ts for calming cranky customers. 1. Do consider the big picture. Don’t focus on the single transaction. The fast food fisticuffs could have been avoided if the restaurant manager (better yet the frontline employee) would have cheerfully replaced GETTING YOUR STAFF TO GET ALONG Here are three common approaches to strengthening teamwork, and why you should take a different approach to building stronger bonds within your team. 1. Forced socializing. Employers often assume that staff will build stronger bonds by getting to know each other better socially. So once or twice a year they host a company picnic orseasonal dinner.
THE MYTH OF TREATING PEOPLE FAIRLY AND EQUALLY The Myth of Treating People Fairly and Equally. I’ll just come right-out and say it. I believe that treating customers fairly and equally is a mistake. It’s unprofitable. It belittles customers and employees. And it’s unethical. There, I’ve said it. Certainly, we should treat people fairly – but not equally. JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
FOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
SIX SECRETS TO NOT SHARE WITH CUSTOMERS IS YOUR VOICE HURTING YOUR CAREER? The reminder for all of us – when it comes to talking with customers, how you sound is just as important as what you say. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware of WHAT’S YOUR CUSTOMER’S BUDGET? What’s Your Customer’s Budget? At one of my seminars, a participant asked me how to raise the subject of budget when the client invites you to make a proposal. “We go through the whole presentation,” he explained, “And the client seems to likeeverything.
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
Account Representative, SaskTel. PLAY VIDEO. By simply tweaking your customer communications, your team will enhance CUSTOMER LOYALTY and measurably boost your business. "Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you arejust
BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor is a fascinating topic presented by a Hall of Fame speaker that can enrich your communications with just about any other human. With Jeff you’ll laugh and learn. That means boosting your business and morale. It’s an opportunity to grow yourbusiness.
AVOIDING ROUND ONE
Avoiding Round One may not be for everyone. It’s only relevant for those people who have to interact with other humans! Jeff uses terrific stories to illustrate the funny and frustrating aspects human interaction. It’s entertaining, engaging, and real — a great environment for learning. Avoiding Round One is effective as a generalsession
FOR OPENERS
3. Ask about the weather. I realize the weather is an often-used topic, but it’s disarming, and gets the customer talking about something where they can be the expert. The critical step that’s often missed is you need to respond to the customer’s comments. Thatshows that
SIX SECRETS TO NOT SHARE WITH CUSTOMERS IS YOUR VOICE HURTING YOUR CAREER? The reminder for all of us – when it comes to talking with customers, how you sound is just as important as what you say. Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com. MANAGING MULTIPLE CUSTOMERS Tip #4 Acknowledge walk-ins right away. If you are on the phone or face-to-face with a customer when a visitor walks-in, acknowledge the visitor immediately with eye-contact, a smile and a quick, “I’ll be with you in just a few minutes (or however long it will be).”. By acknowledging the visitor, you are conveying that you are aware of WHAT’S YOUR CUSTOMER’S BUDGET? What’s Your Customer’s Budget? At one of my seminars, a participant asked me how to raise the subject of budget when the client invites you to make a proposal. “We go through the whole presentation,” he explained, “And the client seems to likeeverything.
SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results.CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
OUR CLIENTS
Our Clients. These are just some of the organizations that have brought Jeff in to speak for their employees or members. Click on a category below for the list of client organizations within the category. Where there is a link indicated for an organization, you can click on it for that client’s comments. We’ve also included a fewsamples of
CUSTOMER SERVICE TRAINING TIPS Customer Service Training Tips. On this page you’ll find links to literally dozens of Jeff Mowatt’s 30-second tips for improving internal and external customer service. To receive free updates with Jeff’s latest tips, or to order these tips in book or CDrom format to share with your team, click on the “Latest Tip” link to theright.
TRUSTED ADVISOR TIPS Six words to become a Trusted Advisor. When to ignore customer wants and likes. Listen Louder. It’s NOT about what the customer asks for. Listen as a friend vs trusted advisor. If you Deal with Businesses. The #1 Way to be Valued as a Trusted Advisor. Shift your Service from Processed to Personalized. SIX SECRETS TO NOT SHARE WITH CUSTOMERS Oversharing blunders that annoy customers and limit careers “I wish some of my team members would think more before they speak.” This was the comment made by a senior HR manager of a construction company where I was brought in to conduct Trusted Advisor training. She continued, “They inadvertently share more than our customers need tohear.”
CUSTOMERS FROM HELL
Here are five Do’s and Don’ts for calming cranky customers. 1. Do consider the big picture. Don’t focus on the single transaction. The fast food fisticuffs could have been avoided if the restaurant manager (better yet the frontline employee) would have cheerfully replaced GETTING YOUR STAFF TO GET ALONG Here are three common approaches to strengthening teamwork, and why you should take a different approach to building stronger bonds within your team. 1. Forced socializing. Employers often assume that staff will build stronger bonds by getting to know each other better socially. So once or twice a year they host a company picnic orseasonal dinner.
THE MYTH OF TREATING PEOPLE FAIRLY AND EQUALLY The Myth of Treating People Fairly and Equally. I’ll just come right-out and say it. I believe that treating customers fairly and equally is a mistake. It’s unprofitable. It belittles customers and employees. And it’s unethical. There, I’ve said it. Certainly, we should treat people fairly – but not equally. JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
"Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team (for Managers, Supervisors and people moving into those roles) Seminar Objective. Imagine leading a team whose service is so outstanding it becomes your brand.AVOIDING ROUND ONE
Avoiding Round One Strategies for gaining cooperation with difficult customers. Presentation Overview. Someone once said that life would be easy — if it wasn’t for the people! BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor. Smart business people know that your options to stand out in the marketplace are limited cut prices? Notvery profitable.
FOR OPENERS
Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
WHAT’S YOUR CUSTOMER’S BUDGET? Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
MANAGING MULTIPLE CUSTOMERS You know the scenario your workday is running smoothly and manageably when suddenly you find yourself dealing with one customer in front of you, another on the phone, while a third arrives with just a quick question. When organizations bring me to conduct customer service seminars, I find this is one of the most frequent challenges frontline employees ask me to address. IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
DON’T PUT THAT IN WRITING! In today’s workplace employees spend less time talking and more time emailing, texting, and engaging on social media. Ever consider how those messages are perceived by your customers, coworkers, and even byyour employer?
JEFF MOWATTUPCOMING PUBLIC EVENTSBOOK JEFFSHOP JEFFCONTACTABOUTJEFFFREE TOOLS
"Our results using Jeff's concepts have been tremendous, with sales up over 300% compared to last year Jeff's seminar on customer relationships was a key component." SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
LEADING A CUSTOMER-FOCUSED TEAM Leading a Customer-Focused Team (for Managers, Supervisors and people moving into those roles) Seminar Objective. Imagine leading a team whose service is so outstanding it becomes your brand.AVOIDING ROUND ONE
Avoiding Round One Strategies for gaining cooperation with difficult customers. Presentation Overview. Someone once said that life would be easy — if it wasn’t for the people! BECOMING A TRUSTED ADVISOR Becoming a Trusted Advisor. Smart business people know that your options to stand out in the marketplace are limited cut prices? Notvery profitable.
FOR OPENERS
Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
WHAT’S YOUR CUSTOMER’S BUDGET? Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
MANAGING MULTIPLE CUSTOMERS You know the scenario your workday is running smoothly and manageably when suddenly you find yourself dealing with one customer in front of you, another on the phone, while a third arrives with just a quick question. When organizations bring me to conduct customer service seminars, I find this is one of the most frequent challenges frontline employees ask me to address. IS YOUR VOICE HURTING YOUR CAREER? Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive ornegative.
DON’T PUT THAT IN WRITING! In today’s workplace employees spend less time talking and more time emailing, texting, and engaging on social media. Ever consider how those messages are perceived by your customers, coworkers, and even byyour employer?
SHOP JEFF – JEFF MOWATT Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
BOOK JEFF – JEFF MOWATT Book Jeff Mowatt for Your Team. About Jeff Mowatt’s Message. We understand that whether you’re booking a seminar for your team, or a keynote presentation for an event, you need content that’s relevant and creates tangible results.CONTACT JEFF
Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
OUR CLIENTS
These are just some of the organizations that have brought Jeff in to speak for their employees or members. Click on a category below for the list of client organizations within the category. CUSTOMER SERVICE TRAINING TIPS Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
TRUSTED ADVISOR TIPS Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
A COMMON ASSUMPTION THAT RUINS REPUTATIONS Register today for our 30-second Trusted Advisor Tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
REGISTER – JEFF MOWATT If you miss your session you will have access to a recording later. STEP 2 - To Register for seminars, click the blue "Add Employee"button below.
GETTING YOUR STAFF TO GET ALONG Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushedcustomers.
SIX SECRETS TO NOT SHARE WITH CUSTOMERS “I wish some of my team members would think more before they speak.” This was the comment made by a senior HR manager of a construction company where I was brought in to conduct Trusted Advisor training. She continued, “They inadvertently share more than our customers need to hear.”* Contact
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JEFF MOWATT, BCOMM, CSP, HOF Hall of Fame Business Speaker Customer Experience StrategistBestselling Author
IS YOUR TEAM'S SERVICE SEEN AS A COMMODITY, OR ARE YOU THE TRUSTEDADVISORS
IN YOUR INDUSTRY?
"OUR RESULTS USING JEFF'S CONCEPTS HAVE BEEN TREMENDOUS, WITH SALES UP OVER 300% COMPARED TO LAST YEAR... JEFF'S SEMINAR ON CUSTOMER RELATIONSHIPS WAS A KEY COMPONENT." Jim Bobst, Operations Manager, Credit Union Electronic ServicesPLAY VIDEO
SHIFTING EMPLOYEE CONSCIOUSNESS TOWARDSCREATING TRUST.
Your team members will know what to say and how to say it. Our goal - every customer interaction builds trust equity that differentiates your service. Even when your customers are rushed or making a grudge purchase. Our staff took Jeff's training and it was so helpful. The way we deal with customers, suppliers and each other has improved. Our team has risen to standards that are somewhat unheard of in our trade. Setting the industry's new benchmark in the way customers are treated is both exciting and exhilirating. Tim Tarita, President/CEO, Magnum Electric Jeff works with companies whose employees ARE the brand when interacting with customers. Jeff works with small and mid-sized companies whose employees ARE the brand when interacting with customers. SHIFT YOUR TEAM FROM BEING SEEN AS SERVICE PROVIDERS, TOWARDS BECOMING TRUSTED ADVISORS.BOOK
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WATCH HALL OF FAME BUSINESS SPEAKER JEFF MOWATT IN ACTION REDUCE CUSTOMER CONFLICTS Register today for our 30-second Trusted Advisor Tips and receive as a bonus _15 PHRASES THAT PAY_ for dealing with stressed and rushedcustomers.
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