By Marlene Caroselli
Learn how to boost and sharpen your considering abilities in a large choice of occasions. workouts let you perform and follow considering talents. From informal buyer conversations to formal displays and media interviews, the best way to imagine as you communicate.
Read or Download Crisp: Thinking On Your Feet: Tools to Communicate Clearly and Convincingly (Crisp Fifty-Minute Books) PDF
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Extra info for Crisp: Thinking On Your Feet: Tools to Communicate Clearly and Convincingly (Crisp Fifty-Minute Books)
Sample text
What is your name? Employee: ________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ Customer: (having redialed, finds herself speaking to the same operator). My name is Sue Smith. I just called to complain about the treatment I received and the fact that the microwave oven I purchased was missing the warranty.
You may wish to say something that will make you stand out from the crowd of candidates who preceded you. For example, one young woman, when asked to tell about herself, gave an interesting response. ‘‘I suppose you could call me a non-conforming conformist,” she declared. The curious interviewer asked her to explain her answer. She elaborated, “I’ve not always done what others do or what others expect I will do. When I was in college, for example, I did not join a sorority, although that was the popular thing to do.
Instead, diplomatically suggest that the conversation take place later or ask if you can contact her at a later time. Stay calm. It will do no one any good if you become as irate as the customer. Remember, you are in business to serve customers, not to antagonize them. Try to end the conversation on a positive note. Do not repeat all the negatives the customer has cited. Rather, try to convey a sincere desire to help the customer solve her problem. Restate the essential facts of the situation. Explain that you will work to prevent the problem from occurring again.