I had the opportunity to speak at the Customer Service Revolution Conference held in Cleveland this week, put on by the DiJulius Group. Over 700 people from companies throughout the United States and Canada were there to learn how they can deliver the best customer service possible. In preparing for my program, I dove deep into my books, articles and notes on everything I had written and read about customer service. I thought it might be helpful if I shared a few of the things I found.
A “Standardized Test” can measure your mastery of writing, language, and math … but it should never be used to define a person and their TRUE POTENTIAL TO SUCCEED. Our success has a great deal to do with our level of SKILL, but not everything. I know a lot of talented, smart, well-educated people who have, in no way, come close to reaching their full potential.
If you want to persuade, influence, direct, or motivate people, you need to be an effective communicator. There are three keys to being an effective communicator – trust, believability, and likeability. These keys unlock a very important door that allows you to have an emotional connection with anyone.
Andy Grove, former Chairman of Intel, once stated. “Only the paranoid survives. Paranoids believe someone or some force is out to get them.” In this time of a thriving economy, companies have a tendency to relax and that, to me, is a big problem. Mr. Grove went on to say, “Success breeds complacency and complacency breeds failure.”