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Customer Service Cancellations

 
For everyone, everywhere
As you might be doing at the start of the new year, I am scouring my expenses looking at what is nice versus necessary and can be cut. As an avid reader, my news subscriptions paper-business-finance-document-previewstarted to add up and I considered how much I read of each publication and I decided to cancel my digital subscriptions to both The Wall Street Journal and The Washington Post. The latter could be done via their website and it was a simple process to execute, followed by a confirming email from …

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Ask Questions vs. Just Answer Them

For sales professionals, everywhere.
When I roleplay/practice with salespeople and play the part of the salesperson as a way of demonstrating the behavior I want them to follow, I am very conscious of my intention and behavior in the interaction: I am focused on what they are saying, use voice and body match, listen deeply and reframe their words and recreate their emotion, and ask more questions in response to what they say. These are all teachable actions and they all require repeated practic…

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