AMA
Playbook

Customer Communication

responsive customer service

7 Ways to Provide More Responsive Customer Service

By | Posted Dec 2, 2013 | 4 Comments

Customers expect responsive customer service. A 2012 Oracle study found that customers expect responses to Facebook and Twitter inquiries within […]

b2b sales

Establishing Better Customer Service: Energy Flows Where Attention Goes

By | Posted Nov 26, 2013

Have you ever wondered why you almost always receive the sandwich you ordered at the deli near your office and, […]

customer is happy because the employee is focused on him

Are You Really Focused on the Customer?

By | Posted Oct 17, 2013

At first glance, “big picture thinking” and “customer focus” would seem to be mutually exclusive terms. After all, the first […]

storytelling

How to Tell a Good Story

By | Posted Jun 19, 2013

Storytelling is an extremely effective way to build excitement, engagement, and buy-in. It is increasingly being used by leaders to inspire organizations, but also by organizations to build brand awareness and brand evangelists. But for some, storytelling doesn’t come naturally.

dealing with difficult people

Dealing with Difficult Leaders

By | Posted Jun 18, 2013

Dealing with difficult people is never easy. When trying influence another leader who is notoriously difficult, you need to connect on a personal level. This is especially true when you are presenting something for their approval or with something you need their cooperation on. Here are five tips to connect…

how to use social media

AMA Answers: How Do You Use Social Media in Business?

By | Posted Jun 12, 2013

Our faculty member, Laurie Sowa, often gets asked how to use social media effectively in business. Here’s Laurie’s answer: Social media has created a new trend in communication. Rather than a one-directional broadcast approach, it has created a new dimension of interaction and engagement. Social Media is about connecting with our customers and building brand awareness along the way.

customer service experience

Anticipate Your Customer’s Next Move

By | Posted May 7, 2013 | 1 Comment

What makes for the best customer service experience? How can you provide proactive customer service? Actively hone your employee’s ability to recognize and respond to customer needs…

offer your customers choices

What Is Customer Service? 6 Major Trends Changing The Customer’s Expectations

By | Posted Apr 1, 2013 | 1 Comment

What is customer service if it isn’t based on your customers’ expectations? According to Micah Solomon, author of the award-winning book High-Tech, High-Touch Customer Service, there are six major trends transforming the way customers expect to be treated. Is your business ready for the new customer-centric world?

question mark

The Art of Asking Good Questions

By | Posted Feb 7, 2013

Questions can be really useful tools, not only to dig deeper, but to coach employees, to spark innovation, and to change culture. Learn the four types of questions and how to use them. Knowing the basic value of each type of question so you choose the right style to use in day-to-day communication, both oral and written.

Active Listening

Get An Edge with Active Listening

By | Posted Feb 6, 2013 | 1 Comment

Some managers talk too much. When you’re talking, that doesn’t mean you’re in control. Sometimes it means you’re out of control. Employ the skill of active listening to ferret out motivations and concerns, as well as information. Use the active listening techniques below to uncover what’s really being said.

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