Challenge Other people don’t think like you do! And they don’t make decisions in the same way. So when talking to other people, your life’s work getting used to how YOU think, use logic, and decide is…problematic! (Ever wondered why on earth the person you’re talking to isn’t using (your) logic?) No. They’re using theirs. …
Challenge There are common things we may accidentally say to customers. We say them for apparently good reasons (and don’t mean any harm by them). But they can quickly erode trust and value when the customer hears them. We need to know what they are and why they’re more damaging than we think. Then we …
Challenge Are you seeing yourself in the same way that your customer’s are seeing you? Most people think that they are being valuable and helpful. But what does your customer, colleagues, and team leader think? What about the next customer you’re about to speak to? We might need to make some adjustments. Solution Video: 4 …
Challenge Proper accurate listening is really hard! You hear me? Especially for problem-solving engineers itchy to solve what they think is going on before the customer can finish their next sentence! Here’s how to demonstrate active listening, a vital skill. Solution Video: 6 m 35 s Actions Just practice. Pay attention to how well you’re …
