2 Things I Learned About Personal Connection From a Nurse Technician

When Eli, a twenty-something lively man from New York with Walnut-colored skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

Eli responded to my dad’s many requests and needs with patience, a sense of enthusiastic urgency, and something that I can only describe as love. Eli serves my dad like he’s a son, not a nurse technician. I caught myself staring at the interaction between my dad and Eli with my mouth hung open.

Over the last fortnight, I’ve watched Eli and Kodjovi from Togo, Africa, and Kimberly from Texas, all nurse technicians, serve my dad with personal connection and enthusiasm. This team is surprising and delighting me with one of the best customer experiences I’ve ever had.

My two biggest takeaways from this team of fantastic nurse technicians are Be Intentional and Put Customers Over Tasks.

Here’s what they taught me. Continue reading “2 Things I Learned About Personal Connection From a Nurse Technician”

5 Things You Never Knew About Building Rapport with Customers

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Want to set yourself up for success each time you interact with a customer?

In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. I share simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease.

Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions. Plus, discover techniques that can help you build rapport in specific situations, including chat interactions, emails, and circumstances in which you need to deliver bad news.

Duration:
27m 4s

Sample the introduction to this course below, and then take the full course on LinkedIn Learning

Take my newest training on LinkedIn Learning or Lynda.com now.

Behind the Scenes with Our Customer Service eLearning

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This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.”

People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes. Read on to see how we create custom video training. Continue reading “Behind the Scenes with Our Customer Service eLearning”

The 3 Fundamentals Everyone Always Forget with Internal Customer Service

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April. But Starbucks isn’t the only company with issues with insensitivity. Consider three of my recent experiences with companies.

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It’s Not Okay to Crop My Afro In Your Corporate Images

Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience. As part of the opening, a slide with portraits of all of the conference speakers was featured on the big screen. There were five of us, and I was the only African American.

I do not attempt to tame my hair with chemicals or heat. Unapologetically I wear my hair big and out.

The slide with the conference speakers showed headshots of each speaker. My headshot was positioned so that at least two inches of my Afro was chopped off. The portrait was odd and unflattering.  Continue reading “That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.”

You Didn’t Know a 12-foot Pole Could Teach You This

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One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers.

I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section.

A brilliant trainer of trainers once cautioned me, “Don’t do for participants what they can do for themselves.” Recalling her advice, I thought, I won’t tell them to communicate better, I’ll put them in a situation that forces them to see why not communicating is making their jobs so much harder.

Here’s what I did. I stood in front of the class and pulled out at 12-foot pole. And I told my group of 12 people that their task was to lower the stick to the floor. It sounds simple. Incredulous, the people merely stared at me, mute.

I divided the class up into two groups and explained the rules. You’ll start with the pole waist high, you cannot lose contact with the pole at any time, and only gravity can move the pole (that is, the pole couldn’t be pushed or pulled down).

After my instruction, I stepped back and watched (and took out my iPhone to film). Within seconds, the group learned that this exercise was anything but simple. (See video clip below from the training.) Continue reading “You Didn’t Know a 12-foot Pole Could Teach You This”