Use Your Emotional Intelligence to Connect to Your Customers

Written by Greg Alcorn on January 20, 2012
fix your call center

Emotional intelligence is defined as the ability to perceive, control and evaluate a person’s emotions. As customer service representatives, possessing emotional intelligence is key in understanding and incorporating the customer’s point of view in your presentations. There are four ways to navigate through your customer’s emotions: Perceiving emotion. You can’t physically see your customer so you

Listening isn’t the same as waiting for your turn to talk.

Written by Bryan Overcash on October 6, 2010
veterans day

I was doing some research on presentation styles the other day and ran across something that reminded me of this maxim: Listening isn’t the same as waiting for your turn to talk. I think we’ve all done it.  Sat there and listened to someone talk with our eyes wandering around, drumming our fingers or twiddling