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Tips for Dealing With an Upset Customer

By Caug124 on December 22nd, 2011
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From time to time, you will have to deal with a customer or client who is very upset. No matter who is to blame, it is always important to keep a few principles in mind to improve rather than deteriorate the situation with the customer. Here are some tips for dealing with an upset customer:

1. Stay calm. Try to remain diplomatic and polite. Getting angry will only make the customer angrier.

2. Try to see things from the customer’s point of view. Perhaps you would also feel upset if you were in the same situation.

3. Thank the person for raising the concern and do it sincerely. Emphasize the importance of satisfied customers to you and your organization.

4. Listen for understanding. Sometimes the irate caller just wants someone to listen to their story, even if you are unable to help them.

5. Ask questions to get their facts and feelings. Listen to learn rather than to prepare your response. Don’t respond too quickly.

6. Find points of agreement with their concerns. Establish common ground to show the person you are listening.

7. Always show a willingness to resolve the problem or conflict. Make the resolution seem as easy as possible.

8. Be genuine and show your personality. Respond as an understanding friend rather than by citing policies.

9. Be firm but understanding with your answers.

10. As a last resort, offer to have your supervisor talk to the caller. Your supervisor may say the same things, but sometimes hearing it from someone else has a positive effect on the customer.

Dale Carnegie Leadership Case Study

By Caug124 on July 22nd, 2011
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Founded in 1917. HDR is an employee-owned architectural, engineering and consulting firm that helps clients manage complex projects and make sound decisions.  As an integrated firm, HDR provides a total spectrum of services for their clients. 

 

Business Challenge 

HDR was challenged with turning technical professionals into leaders with good people and communication skills. “We recognized that we needed to develop people faster to step up and be able to deal with tough communications issues with clients,” said George Little, President of HDR Engineering, Inc. 

How to Improve on Sales Calls

By Caug124 on June 29th, 2011
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Preparation is a major part of the sales process and you should not overlook it. Preparation gives you a reserve power to have informed discussions with your prospective clients. A person who is prepared is more confident and effective during the sales process. Take these steps to prepare for your next sales call.

1) Get the information – Research key information about the industry, company, and people. This research should yield specific key issues and needs that your prospective client is facing. Go through the company website to find annual reports and current information on a company’s unique issues and challenges. Research their competitors, suppliers, and vendors for more insights and referrals or to add credibility to your knowledge of their industry.

2) Compile evidence – Research your own company. Has your company done business with a company in the prospect’s industry? Do some of their issues match? How will you communicate this to a new prospect? Do they use a competency model, and if so, how does your model relate to theirs? Have they or others in their industry been in the news lately? If so, was it positive or negative press? How did that press affect their company?

3) Find a contact – Look through your client list, social networking links, or list of colleages and friends to see if you can make a connection through them to any of your prospects. Contacts can help you more easily navigate past gatekeepers and get you talking to decision makers. Begin to develop champions in industries and businesses who will help you build stronger connections in those fields.

4) Set specific call objectives - Know what you want to accomplish during the call. Do you want a prospect to request more information? Do you want them to set up an appointment? Having a plan makes your approach more professional. You may need to use a multi-tiered approach of building rapport, credibility, and visibility to break into a prospect’s company.

5) Know how you want to open the call – Have a clear and compelling opening statement. Remember, you want to be concise, clear, and persuasive. The “fish on the wall” comment won’t cut it in today’s professional selling environment. Credibility is the key.

6) Be prepared to ask relevant and insightful questions – Use those questions to show your knowledge of the organization and the industry and to draw out information. The answers to the best questions will help you identify a useful solution that will get you in the door to support their strategic intent as an organization.

7) Don’t focus on the quick sale – Don’t be tempted to try to “close” too soon or without a full understanding of the client’s needs for the bigger picture. The short-term sale of an enrollment, class, or product may help a small number of people, but not the organization as a whole. Instead, focus on aligning yourself and your sale with the organization’s strategic intent.

How to Win Friends & Influence People Celebrates its 75th Anniversary

By Caug124 on June 7th, 2011
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Since its publication in 1936 years the rock-solid, time tested advice in Dale Carnegie’s How to Win Friends and Influence People has carried countless individuals up the ladder of success in their business and personal lives. Carnegie has touched the lives of millions through his words and his classic work continues to impact lives to this day.

How To Win Friends And Influence People Deluxe 75th Anniversary Edition 

To celebrate the 75th anniversary of its release, a deluxe, audio-only edition of How to Win Friends and Influence People will be available on June 6th.  It will include:
 
·         The full program on CD
·         The full program on iPod ready MP3
·         Rare vintage recordings of Dale Carnegie sharing his timeless wisdom in his own voice
 
Order your copy today: http://amzn.to/jpMn6K.

Dale Carnegie Personal Leadership App Now Available

By Caug124 on May 25th, 2011
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Now your pocket Carnegie Coach can help develop the leader in you. Need to be able to coach your team to peak performance – just click on the coaching video demonstrations. Need to crank up your own confidence – click on the self-motivation section. Want to use the right leadership style for the situation – watch the five leadership styles in action. You know you have the attributes of leadership in you. Let the Personal Leadership app help you perfect them and bring them to the surface.

 Features:

* 13 video segments that demonstrate key leadership principles

* Learn Carnegie ways to win people to your way of thinking

* Personal Leadership is part one of a three-part, comprehensive series on leadership

Visit iTunes Store for more details, to read reviews, and download.

Meet and Greet: The Most Common Mistakes

By Caug124 on May 12th, 2011
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The last thing you want is for your customers to get turned off in the first few moments of their interaction. Yet, it happens all the time. Someone makes a mistake at the start of the customer service transaction, and the customer simply chooses to take their business to someone else. At all costs, avoid these relationship-damaging mistakes:

Ignoring waiting customers:
Sometimes you are too busy with current customers to be able to help a waiting customer immediately. Even in those situations, you should never ignore a waiting customer. Establish eye contact, give a wave, or say a word or two to let the customer know that you are aware of them and will get to them as soon as you can.

Getting distracted:
It is easy to become distracted by other customers, other responsibilities, and the variety of activities involved in customer service. When customers see that you are distracted, they sense that they are not your first priority.

Answering questions or taking calls while assisting a customer:
It is a challenge to make every customer feels equally valued, and some customers try to push their way to the head of the line. But don’t let these customers overstep earlier customers. Instead, say a few friendly words to the individual to indicate that you will help them when you are finished serving the current customer.

Giving a bored, trite greeting:
Put some energy into your greeting and come up with something more creative than, “May I help you?” Make it a personal challenge to say something specific to each customer. It will make the meet and greet portion of the sales process more interesting and rewarding.

Ease Public Speaking Anxiety Through Preparation

By Caug124 on April 18th, 2011
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Prepare, prepare, prepare. You can never be too prepared to present. Knowing your presentation through and through can help boost your confidence while easing your fear and anxiety. Preparation does not just include knowing what you are going to say, it also includes how and why you are going to present the information. Here are some tips to help you create an effective speech or presentation and overcome the fear of public speaking.

Open with Confidence

Your opening gives your audience a first impression. Know the audience and the purpose of the presentation. Find out what they might expect from your remarks and what they may already know about the topic. Consider how you will grab the audience’s attention. If you need to deliver bad news, consider ways to connect with the audience from the beginning of the presentation. Be well prepared for the opening because it sets the tone for your entire presentation–leave nothing to chance.

Focus on a Few Key Points

Know the major points you want to make. This will help ease your worry and increase your confidence. Outline the key concepts in your electronic visuals, on a note card, or better still use a memory technique such as stacking so you remember your key points. Avoid trying to memorize your presentation because it will sound canned and stiff and you want it to sound comfortable and real.

Support Ideas with Evidence

It is always important to provide evidence to support your main points. Supporting evidence will reinforce your points to the audience and give you a chance to explain your points more fully.

Close with a Call to Action

This will be the last impression your audience has of you and your presentation. It is important to look at the purpose of the presentation and then determine a proper close. Emphasize the key action or actions that you want the audience to take after hearing your presentation. This serves as a nice summary of your content and assures they leave with a clear direction.

Remember, Anxiety is Normal

Most people have some presentation anxiety. Remember that people who don’t feel some stress may appear to be taking their audience for granted. Replace negative thoughts that creep into your subconscious mind with positive affirmations from yourself and others.

Be Human

Allow yourself to make mistakes. Do not try to be a perfect presenter. A brief pause to collect your thoughts may feel like eternity, but it’s not. Tell stories from your personal experiences. Conduct your presentations as if you are having a conversation with people rather than talking at them.

Ask for Feedback

You will be surprised how much will be positive. Accept and internalize compliments you receive without minimizing them. Remind yourself about what went well rather than what didn’t. Focus on one or two key improvement areas for the next time. Not ten or twenty.

Prepare for Future Success

View each presentation you give as a development opportunity. Enjoy the experience. Use each presentation as an opportunity to enhance your confidence and skills for the next presentation.

Planning a Presentation

By Caug124 on April 8th, 2011
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It doesn’t matter what your career is, sooner or later you are going to be responsible for giving presentations. If you are moving up the ladder in your profession, at some point, you will be managing a team, giving project updates, speaking before a management meeting, training clients or colleagues, or giving any number of other business presentations.

As a business professional, you likely spent the first years of your career as a team member performing tasks. As a result, you probably had little or no opportunity to give presentations early in your career. Then, upon receiving a promotion or being given a wider range of responsibility, you may transition abruptly into giving presentations on a monthly, weekly, or even daily basis. By planning thoroughly and thoughtfully, you can take much of the anxiety out of giving business presentations and have a powerful impact on your listeners.

In order to plan an effective presentation, you must first address:

  • Who is the audience?
  • What is the purpose?
  • What is the message?

Who is the Audience?
It is as difficult to satisfy the unknown expectations of an audience, as it is to hit an unseen target. It can be done, but it is a chancy way to seek success. Part of the process of preparation is the research that gathers the following information about the audience.

  • Knowledge: Most presenters are concerned about their audience’s knowledge level: “Is the audience better informed than I am?” This is a less serious concern because a presenter who is concerned about this will be driven to be adequately prepared. Therefore, the greater problem is the danger of overestimating the audience’s knowledge level. Never face an audience unprepared, but also never fall into the trap of assuming listener ignorance and talking down to them.
  • Expertise: The audience’s skill level is also important because that may determine the position on the issue that you want to take.
  • Experience: This consideration asks not only how much experience the audience has but at what level and in what environment. Experience in a laboratory is significantly different from experience in the field.
  • Bias: If you can identify your audience’s biases, you can ascertain where they are starting from and avoid some key presentation pitfalls.

What is the Purpose?
There are only a few purposes for a presentation. The following are the most accepted ones.

  • Inform: One logical purpose for communicating is to present information for the enlightenment of our listeners. This format focuses on clarity and understanding. It answers the questions “What is it?” or “How do you do it?”
  • Convince or Impress: A speaker often has the job of convincing or impressing on others the importance of something. I need to be impressed with the value or importance of something before I will ever be convinced to do anything differently than I am doing right now. It answers the questions “Why should I be interested?” or “Why should I do it?”
  • Persuade to Action: Once convinced that something is true or has value, I may be persuaded to take a specific action. Convincing usually precedes persuading. As a leader today, it is important to be effective in motivating others to take action. It answers the questions “When do I get started?” or “How do I begin?”
  • Entertain: In one sense, every presentation should entertain. For the audience to be in a favorable frame of mind and for them to be open to being convinced, enlightened, or motivated, they need to be entertained. Entertainment is not necessarily based on humor, although that can be a big part of it. In the broadest sense, to entertain an audience is to make them glad they were there and glad that you were the presenter.

What is the Message?
It hardly seems necessary to address the importance of having a message, but unfortunately sometimes presentations seem to lack a clear message. They are either scheduled to fill time or there are so many messages woven into the presentation that it is impossible to identify anything significant. Know what your message is and keep it in mind throughout the preparation so that the presentation stays on track.

Question: Since the beginning of the year has engagement in your workplace changed?

By Caug124 on April 6th, 2011
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 Employee Engagement levels are something that Managers, Executives, and HR Professionals watch to ensure their employees are happy, productive, and working toward common organizational goals.

During the current economic downturn engagement levels have fluctuated quite a bit.

Where do we stand now?  Is engagement rising, falling or the same?  Give us some feedback on what is going on at your workplace, answer a Dale Carnegie Facebook Question – http://on.fb.me/emKqiM 

Question: Since the beginning of the year has engagement in your workplace changed?

 http://on.fb.me/emKqiM

The 4 P’s of Presentation Effectiveness

By Caug124 on April 4th, 2011
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Whether you are persuading colleagues, selling a client, or energizing a team, the power of your presentation makes the difference between success and failure. These techniques are useful for managers, executives, sales people, and anyone who might meet members of the media. Anyone who is part of a workplace will find the opportunity to utilize these techniques whether they are presenting to colleagues, clients, or potential investors.

There are four stages to perfecting your presentation:

Plan – Determine how your topic relates to the audience. Define the purpose of your talk as it relates to the outcome you seek. Plan the content of your presentation around your purpose, your audience’s interest, and the audience’s level of understanding of the topic. Use words and phrases common to your audience, and focus on your purpose.

Prepare - Establish a positive mindset by valuing your message and preparing the structure and timing of your presentation. The structure consists of three parts:

  • The attention-getting opening – Use a question, make a startling statement, or relate a relevant incident to elicit the audience’s interest. The opening makes up 5 to 10 percent of your presentation.
  • The key ideas – Your presentation should contain 4 to 6 different points that you must back up with evidence such as statistics, testimonials, demonstrations, and analogies. Make sure that the key ideas all support a coherent message. Your discussion of these points should make up 80 to 85 percent of your presentation.
  • The memorable closing – You can close by summarizing or restating the message or by throwing down a challenge to your audience. A close that relates back to your opening can also be effective. Whatever you choose for your close, be sure you tell your audience what action you want them to perform. The close should make up 5 to10 percent of your presentation.

Practice – Review your content, rehearse, and get feedback on your presentation, and build enthusiasm and confidence to present. Rehearse the timing of your presentation to be sure that it falls within your time limits. Be sure to allow time for questions, if it’s appropriate. Consider videotaping yourself rehearsing, and then review the videotape for distracting mannerisms and other signs of nervousness. Remember that the best cure for nervousness is confidence and that confidence comes with practice.

Present – Make a positive first impression. If possible, establish eye contact with your audience. Be yourself and relax. Own your subject and build rapport with the audience to hold their attention and project the value of your message. When speaking, be natural. Speak in a heightened conversational tone. Slow down and emphasize important points, pausing before and after key points to set them apart.