E- Zine - October 2003


Tips to Outclass Your Competition – The Three “R’s” of an Apology.

We all make mistakes. When we do, a sincere apology is one the most powerful ways to mend and restore a relationship. Remember these “Three R’s” when offering an apology.

Regret. Acknowledge the hurt or inconvenience and admit you were wrong. “It sounds like you’re hurt and angry I criticized you. I feel terrible and am very sorry.”

Responsibility. No excuses or blame – just clear, concise, and neither understated nor overstated. “I should not have said that and you have every right to be upset with me.”

Remedy. Make things right. Give the person a reason to believe you are really sorry. “I promise not to criticize you again and will take your feelings into consideration before I speak.”

Improve your relationships with family, friends, and co-workers with an effective and sincere apology. You won’t be sorry you said, “I’m sorry.”

Because of growing readership and response toward Etiquette and Coaching, I am now offering a special Etiquette/Coaching Package. Visit http://www.protocolplus.net/schedule.html.

Customer Service Techniques – Smile and say “Hello.”

The bathtub was invented in 1850.
The telephone was invested in 1875.
Just think, if you were around in 1850,
You could have sat in the bathtub for 25 years,
Without being interrupted by the telephone.

No such luck today. Seventy-five to eighty percent of today’s business is conducted over the telephone. In many businesses, the telephone is the customer’s first contact with a company, so being telephone friendly is one of the least expensive ways to immediately upgrade your customer service.

Follow these telephone tips to make your customer feel valued:
  1. Smile. Your body position and facial expression comes across on the phone.
  2. Answer in 2 –3 rings. Greet the caller with “Hello – company name – your name.
  3. Never say, “Who is this?” Say, “May I ask who’s calling?”
  4. Forget the multi-tasking and focus your attention on the call.
  5. Always ask if you can put a caller on hold. “May I please put you on hold.”
  6. Smile - thank the customer. Let the caller hang up first.
To learn about my techno-manners programs, call 405-341-3216 today or visit me on the web at http://www.protocolplus.net/seminar/techno.html.

The Coach’s Corner – Is absence of reaction possible?

What pushes your hot button? Rude drivers, a flat tire, a cell phone going off in a restaurant? Try some of these phrases to help put you back in charge the next time you auto-react.

Why am I making this about me?
Is this how I want to be?
Let it go.
What’s the lesson?
Learn from it.
It’s not about me personally.
People are human.
I can handle this.
Step back and take a look from afar.

Coaching questions:
  • Is my reaction a pattern?
  • Why do I react the way I do?
  • Would I like to be reaction free?
  • What would I have to do to move in that direction?
Observe your reactions and be at choice at how you react. If you would like to talk about how you react, and to make significant changes in your life, hire me as your coach. Our coaching relationship is powerful, and when the going gets tough we stay in collaboration and work through to the other side. As your coach, you have my word that I am 100% committed to you being powerful, successful and to having the life you want.

To experience three complimentary coaching sessions, please visit http://www.protocolplus.net/schedule.html for information on my Etiquette/Coaching Package.

Quotes of the Month –

“Go to your bosom: knock there, and ask your heart what it doth know.”
         --- Shakespeare

"The supreme accomplishment is to blur the line between work and play.”
         --- Arnold Toynbee, author

Ask the Expert - What can I do when a co-worker interrupts my work?

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