Success Sciences

Helping our clients Earn and Retain MORE Successful Customer Relationships

[Success Sciences @SuccessSciences]

Take time to pause & reflect on what we can be #grateful for during this challenging year. We're thankful for the many relationships we've forged over the years. Enjoy your #Thanksgiving, have a wonderful holiday season and a #2021 that is both healthy and prosperous.

[Success Sciences @SuccessSciences]

This holiday is an important time for reflecting on all we have and appreciate. Especially our relationships. Happy #Thanksgiving from Success Sciences. #thanks #thankful #holiday #fall #autumn

[Success Sciences @SuccessSciences]

The 4th of July is an opportunity to celebrate our country and freedoms with family and friends. We wish you a safe holiday filled with fun. #independenceday #4thofjuly #holiday #success

[Success Sciences @SuccessSciences]

What triggers anxiety in your prospects/customers? What patterns can you see? Look more closely and develop strategies for proactively avoiding anxiety and reducing it when it's in play. #success #business #customerexperience

[Success Sciences @SuccessSciences]

Where there is confidence, there is the possibility of #opportunity. Wherever there is anxiety, there is usually more opportunity. Why? People generally are driven to act and act quickly to reduce anxiety. #success

[Success Sciences @SuccessSciences]

One key to positive influence is your ability to reduce anxiety and boost #confidence. Step back and assess what will appropriately reduce anxiety and/or boost confidence for the other person in the specific context you're working with. #success

[Success Sciences @SuccessSciences]

Anxiety and confidence are key in motivating action / supporting & enabling decisions and behaviors. #Work to enhance your ability to recognize anxiety and confidence early and effectively in others as well as in yourself. #success

[Success Sciences @SuccessSciences]

There are 7 Universal Customer Expectations – Respect, Competence, Interest, Flexibility, Problem Solving, Recovery, and Ease. What exactly do your customers expect from you beyond the universal expectations? #success #customerservice #customerexperience #business

[Success Sciences @SuccessSciences]

Whenever possible, eliminate the barriers that get in the way of effective listening. We all experience listening barriers – external & internal. Knowing how to work around those barriers is key to being a good listener. #success #customerservice #customerexperience #business

[Success Sciences @SuccessSciences]

Customers generally believe that you're working on their time & expect you to quickly react to their questions, problems, needs & concerns. They don’t want to wait, go unacknowledged, be left on hold, or not follow through on a commitment that was made or implied. #success

[Success Sciences @SuccessSciences]

#Listening is an active process that requires attention & thought. Listening is more than just hearing what the other person says. It's paying attention to both the content of their communication & the context – how they said it. Always listen for emotion & content #success

[Success Sciences @SuccessSciences]

Always work to help people FEEL heard & understood. Let them know you're listening and focused on what they are saying with both verbal and non-verbal cues like eye contact, head nods & acknowledging what you are hearing. #success #customerservice #customerexperience #business

[Success Sciences @SuccessSciences]

When taking action, we need to set clear expectations and check for understanding. What are you going to do by when? What do you need the customer to do by when? What are the next steps? #success #customerservice #customerexperience #business

[Success Sciences @SuccessSciences]

#Recovery. Customers expect that when their expectations weren’t met, you'll take action to meet those expectations. They expect that when something goes wrong, you'll make it right. They expect you to turn a negative experience into a positive one. #success #business

[Success Sciences @SuccessSciences]

#Customers want you to be #ETDBW (easy to do business w/). If they have to work to be served, you're likely headed to a -1 experience. Example: Customers don’t want to tell their story over & over to different departments. Find ways to make it easier for them. #success #business

[Success Sciences @SuccessSciences]

Check for understanding. As you listen, if anything isn’t clear, ask. Better to ask and find out what the customer means than to assume & guess. It's easy to guess wrong & miss the opportunity to create a + experience #success #customerservice #customerexperience #business

[Success Sciences @SuccessSciences]

Negative Language words such as “can’t,” “won’t,” “have to,” “should,” create tension and shut down communication. When customers hear these words, they instantly become defensive, or they simply walk away and go elsewhere. #success #customerservice #customerexperience #business

[Success Sciences @SuccessSciences]

Positive Language words build trust and willingness — even if the ultimate answer is still “no.” Talk about what you can do, will do, and find ways to say “yes.” #success #customerservice #customerexperience #business

[Success Sciences @SuccessSciences]

Customers don’t want to hear about what you can’t do. They want to know how you will get their needs/wants met & expect you to flex to their situation. How can you flex & adapt (within your values) to customer wants/needs w/o sacrificing safety, the law, or ethics? #success

[Success Sciences @SuccessSciences]

Customers expect you to demonstrate an authentic interest in them as individuals vs just another account number. The interest you demonstrate should come through in how you listen, empathize, react & respond to their wants, needs, questions, concerns, confusion, etc. #success