jeremy@emotionalintelligenceatwork.com | 01453 764 615
Category
A short piece about being right
Being right can be a big problem for people in charge—and indeed for people whose quality of service relies on their capacity to give good advice: accountants, financial
Why it’s rarely worth ‘going the extra mile’
People who talk about customer service often advocate ‘going the extra mile’. In addition to providing the services the supplier is contractually obliged to provide,
Shiny red car
One day, a driving instructor wrote in and asked for comments about his website. Could we think of any ways to improve it?
Customer service thought
Many businesses that think they provide customer services just don't get it. They think that service begins and ends in the interactions they have with their customers,
Drill
Apart from a few odd individuals, people don’t buy power tools so they can slip into the garage and caress them. They buy an electric drill because they need a hole in the wall.
Customer service: a game of equals
In this video, Jeremy Marchant discusses how serving the customer is a relationship of equals.
An emotionally intelligent approach to sales
...Amazingly, the salesman still persisted – so my client walked out, the laptops not bought...
Submarine
The navy's most advanced submarine came to a halt and eventually limped into port.
The meaning of a communication is what the recipient makes of it
The meaning of a communication is what the recipient makes of it
The outcome of any communication is what we intend it to be
We can only understand what someone says to us in the context of our own experiences and attitudes. We cannot import the other person into our minds.
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