Customer and Client Relations I
Can we see the gift in every complaint? How do we make sure that customers and clients, stakeholders and peers alike all know that we're listening and that we care? How can we leave people feeling positive after every interaction? In this series of lectures, we will look at ways to use specialised language in a natural and engaging manner to make sure that our every conversation is engaging and positive.
The EASE Method
"Everyone smiles in the same language." - George Carlin
The first step in improving interactions, the EASE Method is a quick breakdown of the things we look and listen for that leave use feeling happy and satisfied, even after we make a complaint. This primer is the bedrock of any interaction and, much like the name, it's easy to learn!
- How to (not) freak people out with a glance
- How to smile better through electric shocks
- How to match your tone to that situation
The Most Important Concepts of Service
"Why isn't this as important to you as it it to me?"
The words we use and the order in which we choose to use them have an immeasurable impact on how well we communicate and how we leave others feeling. Starting with modern real world examples of how a simple change in word choice has saved companies millions of dollar, we then go on to find out exactly what people ant to hear when they talk with us.
- How language experts helped Facebook increase interactions and decrease complaints
- How ignorance is opportunity
- Why a complaint is an invaluable gift
Persuasive and Natural Language
"Because it's there." - George Mallory
Discover how to make people pay attention with an intro to the most powerful words and concepts in the English language. Give people a new outlook, make them feel good, and influence their decisions, all with these simple changes to your vocabulary. Whether you're a native speaker or an English learner, these tips will make an instant and lasting improvement.
- New ways to use words you thought you knew
- The difference between "and" and "but"
- Why tautology is a powerful tool