This is a monthly electronic magazine for anyone who wants to be a better leader, coach, facilitator, or simply, to tune up their people skills. It is a complimentary publication, devoted to the next evolution of Quality Thinking.
Publisher: © Key Associates, LLC, 2008 ISSN # 1545-8873
“Gratitude is the most exquisite form of courtesy.” — Jacques Maritain, Reflections on America
“Each small act of kindness reverberates across great distances and spans of time, affecting lives unknown to the one whose generous spirit was the source of the good echo, because kindness is passed on and grows each time it is passed, until simple courtesy becomes an act of selfless courage years later and far away.” — Dean Koontz, From the Corner of His Eye
“Etiquette’s yardstick is people’s feelings.” — Chris Nolan, Mastering Business Etiquette and Protocol
“Mean is so last generation.” — Linda Kaplan Thaler, in interview
Courtesy and caring show respect for the dignity and value of others. As a leader, you are always looking for ways to honor the presence of others – your customers – everyone you come in contact with. Clients, staff, family members, visitors, vendors, and passers-by.
A positive, friendly attitude, a pleasant tone of voice, and suspension of judgment put a person at ease. Small kindnesses – smiles, a gesture, compliments, favors – make a person’s day, maybe changes lives.
Etiquette is not so much about which fork to use, as it is about principled behavior. The consequences? Alignment, engagement, energy, delighted customers, and improved bottom line.
Consider technological options to phone floods, e.g., fax-on-demand or friendly voicemail options. And with phone trees, have a clear option to reach a live human being.
If necessary, script routine responses. And remember, a smile on your face comes out through your voice.
Exercises and Action Items:
Customer service training articles: Phone Pro.
DVD’s, e-learning, workshops: Telephone Doctor.
Key Associates offers Customer Service training. Contact us for more information.
Etiquette Quiz: Do you have good manners?.
Customer service etiquette for both sides: Customer Service Etiquette.
E-mail etiquette and customers: Email Etiquette Is Good Customer Service.
copyright ©2012 by dr. m. k. key on behalf of key associates
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