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Quote by Susan C. Young

“To Move from Woe to Wow . . . Listen Attentively • Be fully present and give your customer your full attention. • Stay calm and remain patient. • Do not interrupt or become defensive. • Let the customer express his or her concerns. • Nod your head and use affirming words to show that you are listening. • Repeat back and empathize, when necessary. This confirms your understanding of the problem or question.”

Quote by Susan C. Young

Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

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Susan C. Young

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“To Move from Woe to Wow with an Unhappy Customer. . . Solve the Problem! • Take action quickly and effectively. • Ensure that your customer is satisfied with the solution. • Learn from your mistakes.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesService Beyond SelfSelling Success Quotes
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“To Move from Woe to Wow with an Unhappy Customer. . . Thank the Customer! • Thank them for bringing his or her concerns to your attention. • Treat them with respect and empathy. • Avoid further inconvenience to them.”

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Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“13 Simple Ways to Deliver Service Beyond Self 1. Make it Easy for People to Do Business with You. 2. Be an Awesome, Sincere Listener. 3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue. 4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious! 5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical. 6. Under Promise & Over Deliver. Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can. 7. Make them Feel Important. Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere. 8. Take Responsibility for their Satisfaction. Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help. 9. Treat your TEAM well. Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers. 10. Choose an Attitude of Gratitude. Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted. 11. Perform, Provide and Follow-Up. Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed. 12. Use Gracious Words. "Thank you, thank you very much.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
Create image

“12 Simple Ways to Deliver Service Beyond Self 1. Make it Easy for People to Do Business with You. 2. Be an Awesome, Sincere Listener. 3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue. 4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious! 5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical. 6. Under Promise & Over Deliver. Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can. 7. Make them Feel Important. Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere. 8. Take Responsibility for their Satisfaction. Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help. 9. Treat your TEAM well. Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers. 10. Choose an Attitude of Gratitude. Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted. 11. Perform, Provide and Follow-Up. Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed. Use Gracious Words. "Thank you, thank you very much.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesPositivity QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“Decide today to take a stand, make a plan, and get. No one ever said it was going to be easy and wouldn’t require effort. It will sometimes require that you go against the grain, face great challenge, conquer fear, overcome obstacles, and bounce back when knocked down. Choose to keep moving and don’t give up. And if your ship still doesn’t come in—swim out to it!”

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Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“Do you ever sit back and wonder how and why other people are so successful, productive, or accomplished? What is the driver that inspires them to go for the gold, seize opportunities, and make things happen?”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungInitiativeCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“Rather than being green with envy, realize that a dramatic difference between the “haves” and “have-nots” is the “do” and “do-nots.” If you are seeking positive change and transformation, what can you begin to do?”

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Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“First, take complete responsibility for your life and current outcomes. Then take proactive steps for the necessary action to move forward in your desired direction. This personal choice is at the heart of your achieving impressive results. Taking initiative is the start of all good things born from action . . . • Growth • Creativity • Enterprise • Invention • Success • Solutions • Accomplishment • Development • Positive Change • Transformation”

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Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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“Just Show Up. Guess what? Being in the right place at the right time can’t happen without your first showing up. Companies have been started, marriages made, friendships found, careers created, and opportunities seized by those people who just showed up. Whether through coincidence, serendipity, strategy, or fate, taking the initiative to show up will reward you in ways which never would have occurred if you hadn’t. Just by showing up, you have taken a proactive step to impress people by being there" in person” and demonstrating your willingness to be involved.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungInitiativeCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComPositive First Impression QuotesSelling SuccessService Beyond Self
Book:The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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