customer service communication, customer service, business communication, communication

5 Communication Practices to Revolutionize Customer Service

These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life...

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Business communication expert

Understand Their Frame of Reference to Get Your Point Across

  Recently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires...

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persuasion tips, sales, persuasion, presentations

Unusual Persuasion Tactics You’ll Find Hard to Believe

(This blog first appeared on Forbes.com here.) Life unfolds as a series of persuasive interactions—to get a date, a mate, a job, a promotion, a...

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Proper Communication Techniques

Do You Hear the Shocking Sound of Silence From Customers?

Some silences can be more painful than others: The thank-you note that never arrives. The dinner invitation that goes unanswered. The job...

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Proper Leadership Language

5 Words Leaders Seldom Use—And What to Choose Instead

The essence of leadership is communication.  As a leader, your words have the power to motivate or demoralize, inspire or discourage, clarify...

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Answering Hostile Questions

MORE on How to Handle Hostile Questions—Part 2

Handling hostile questions can be more than an uncomfortable five minutes with your project team or an embarrassment with your executive...

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