The most important part of customer care is effective communication and all the things that go with it. This is a skill that is extremely important to train your employees in as it can often mean the difference between delivering an okay customer care experience, and a great experience that becomes a selling point...
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Probably no other man in American political history was ever more denounced and hated and double-crossed than Abraham Lincoln. Yet Lincoln, according to Herndon’s classic biography, “never judged men by his like or dislike for them. If any given act was to be performed, he could understand that his enemy could do it just...
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At some point in your life – - whether it’s at work, school or otherwise – - you will be faced with some form of constructive criticism. Perhaps it’s during an annual performance review, with a coworker or boss or it could even come in the form of some kind of disciplinary action, such...
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Life is often discouraging. In fact, it sometimes gets so discouraging that we feel there is no hope of our ever being able to turn our lemons into lemonade. But Dale Carnegie proposed two reason why we ought to try, anyway—two reasons why we have everything to gain and nothing to lose: Reason one:...
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Just about everyone may have their own horror story about their experience at one time or another with a company with terrible customer service. But, at a time when people are trying to figure out what products and companies are better than others, customer service may go a long way in setting yourself apart...
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The reason so many people are poor conversationalists is that they talk about only the things that interest them—and that may be deadly boring to others. Dale Carnegie, a master presenter and conversationalist, knew that the only true way to engage others in conversation was to reverse that process. Lead the other person into...
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Dale Carnegie always said that “actions speak louder than words,” and a smile says, “I like you. You make me happy. I am glad to see you.” Sincere smiles work wonders, but insincere smiles don’t fool anybody. People know it’s mechanical and resent it. Rather, what Dale Carnegie is referring to is a real...
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You may not get this advice from a job-search coach, but ideally, you should not be looking for a job. Instead, consider looking for problems to solve and letting the jobs come to you. Looking for a problem to solve instead of looking for a job requires you to identify skills you plan to...
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We’re now into the second week of 2013. Do you have any New Year’s Resolutions? Some people don’t believe in setting resolutions to start off the New Year, because it seems like people never keep their resolutions. They become more like “wishes” or things that people want to change in their life, but never...
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What makes someone an effective leader or manager? The answer to this question is multi-faceted, as an effective leader or manager has many different dimensions. And as all great leaders know, they need to be constantly working at honing their management and leaderships skills while broadening their knowledge about the organization for which they...
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