By Marty Seldman, John Futterknecht, Ben Sorensen
What trait do championship poker gamers and world-class customer support pros have in universal? the power to reliably learn humans. В patron Tells , the leading edge new e-book by means of bestselling writer Dr. Marty Seldman, specializes in the foremost inspiration of the вЂњtell,вЂќ the facility to learn mannerisms, to appreciate what humans suggest yet aren't asserting, and to reply for this reason. In poker, the вЂњtellвЂќ capacity understanding the playing cards a competitor holds; in customer support, it ability knowing the customerвЂ™s refined methods of speaking how they need to be taken care of, no matter if they canвЂ™t articulate it. В Seldman, one of many worldвЂ™s premiere government coaches and organizational psychologists, makes use of the rules of patron Tells in his seminars national. by means of educating enterprise execs of each point the way to learn tells in customersвЂ™ conversation kinds, physique language, gown, questions, reactions, facial expressions, and offerings of phrases, he has elevated either their final analysis and worker retention degrees. В
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Additional resources for Customer Tells: Delivering World-Class Customer Service by Reading Your Customer's Signs and Signals
When she sees one approaching, she mentally prepares herself to be as friendly as she possibly can. “Kill them with kindness,” she says. indd 25 2/6/07 12:47:16 PM 26 Customer Tells change your positive attitude. Don’t let grumpy clients take you out of your game use these self-talk alternatives: • I have the skills to help this guest and deal with this situation. • No one can push my buttons but me. I choose how I react people and situations. • I will not let the unpleasant experience with this guest affect how I treat other guests.
At least these programs are bringing people in the door. • This is an opportunity to really be helpful to a guest. indd 23 2/6/07 12:47:15 PM 24 Customer Tells I guess some people don’t care what they look like when they go out in public. Be careful not to judge your customer. One participant in a seminar once remarked that she would dress more casually the costlier the purchase she made. Her intention was that when she would make a large purchase, such as a car, the salesperson who did not judge her buying power based on her clothing would receive the commission.
These experiences create a sense that our self-talk is out of our control and is just a result of how we react to situations. However, just as when we choose to respond to an accusation by verbally defending ourselves or jumping up and down when our favorite sports team scores, with insight and practice, we have the ability to choose our self-talk. While we definitely cannot control the behavior of others or events that occur, we can control the self-talk we focus on. In fact, in any situation, you have the power to choose what you focus on and what you say to yourself.