Abracadabra! Some words simply have magical powers.
Some words are said to open doors, to activate super powers or simply to calm the nerves of those listening. Just as positive or magic words can help a situation; using the wrong words can quickly dissolve a situation into a real problem. This white paper reviews the importance of knowing what words to use to keep your customer happy and feeling recognized.
Founder of Expressions of Excellence!™, a full-service training firm helping sales and service professionals engage and express, sell, and excel in the marketplace
Coaches organizations to tell their and their client's success stories, design and deliver great customer experiences, and communicate for success
Author of Stellar Service: Merge NOW with WOW to Win Customers for Life! (www.mergenowwithwow.com)
Author of the Good, Better … BEST! series of books on communication and leadership, a pocketbook on leadership, three tips booklets, a CD, and hundreds of published articles on sales and service, communication, leadership, excellence, and more
Founding president, dean emeritus of the Speakers Academy of National Speakers Association — Northern California chapter
Instructor, University of California Santa Cruz, Silicon Valley Campus since 2001
Interviewed John Wooden, Chesley “Sully” Sullenberger and Harvey Mackay, and has been interviewed by 60 Minutes, BBC Radio, and Financial Times of London
Clients include Pfizer, McKesson, Plantronics, ATT, headsets.com, U.S. Army, nolo.com, Hilton Hotels, dozens of national and regional associations including NSA, MPI, CalSAE, HSMAE, CIBC, HDI, PMI, NAPO, NACE, and SGMP