By Marty Seldman, John Futterknecht, Ben Sorensen
What trait do championship poker gamers and world-class customer support execs have in universal? the power to reliably learn humans. В client Tells , the cutting edge new ebook via bestselling writer Dr. Marty Seldman, makes a speciality of the most important suggestion of the вЂњtell,вЂќ the power to learn mannerisms, to appreciate what humans suggest yet usually are not announcing, and to reply for this reason. In poker, the вЂњtellвЂќ ability understanding the playing cards a competitor holds; in customer support, it skill knowing the customerвЂ™s sophisticated methods of speaking how they need to be handled, whether they canвЂ™t articulate it. В Seldman, one of many worldвЂ™s optimum government coaches and organizational psychologists, makes use of the foundations of consumer Tells in his seminars national. through educating company pros of each point how you can learn tells in customersвЂ™ communique 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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Extra resources for Customer Tells: Delivering World-Class Customer Service by Reading Your Customer's Signs and Signals
Now that we have a clear picture of the impact self-talk has on our success we will shift our attention to a more in-depth understanding of the nature of self-talk and the core skills for success. Self-Talk is a Habit Before we transition to the skills portion of the chapter, there are a few aspects of self-talk that are useful to understand. First, our self-talk is primarily habitual. The nature and power of habits are a common thread throughout the book and we discuss them in great detail in Chapter 10.
Every day I am learning more about our customers, and that will help me meet their expectations. I have the skills to perform my job with excellence. I like to help people solve their problems. I can create positive results in any situation. No one else can dictate how I feel today. Problems give me an opportunity to use my skills and develop deeper bonds with a guest. Choose one or more of the phrases above or feel free to create your own that resonate with you more strongly. Make it a habit to perform your “Check Up from the Neck Up,” while driving into work, as you begin your shift, on breaks, or any other time you need a boost.
I have the skills to help this guest and deal with this situation. • I like to help people solve their problems. I know this is going to be one of those days where nothing goes right. This statement is commonly triggered by something going wrong early in the day. You burned breakfast, forgot the dry cleaning, spilled something, or are having a bad hair day. It can become what is called a self-fulfilling prophecy. indd 22 2/6/07 12:47:15 PM Self-Talk 23 the originally false perception come true.