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Beyond "Hello" or Real World Customer Service Strategies That Work
See Jeannie (requires Windows Media Player)
Now Hear This, Inc. is a Colorado-based communications
training company specializing in onsite customer service workshops,
seminars and keynote presentations. Established in 1995, the company’s
interactive, thought-provoking, programs are beneficial to organizations
throughout the country. Participants learn how attitude, imagery,
telephone etiquette, communication styles and listening skills
can enhance corporate image, increase customer satisfaction, promote
long-term loyalty and impact your bottom line.
Davis, president, is a 25-year public
relations and communications specialist and worked for 15 years
in the telecommunications industry where she held various managerial
positions and conducted training programs throughout a 14-state
region. An award-winning author, she is a respected national
authority on communication for great customer service.
Mastering The Lost Art Of Actually Talking On The Phone
North — Look, we all know the phone is scary.
But sometimes you can't avoid it. Herewith, a few tips
for making calls without sounding like a weirdo. (Read more…)
Davis interviewed as subject matter expert by renowned writer, Christopher
Hosford, to discuss "Nine key areas for customer service success."
Read it here.
Colorado Springs Gazette
Features an interview with Jeannie
on the subject of current trends toward automated phone service.
Let us know your thoughts about this subject. Your comments
and/or feedback are certainly welcome. Just email jeannie at firstname.lastname@example.org.
GOOD RECEPTION: Some firms bucking trend toward automated
By DEBBIE KELLEY THE GAZETTE
Colorado Green Magazine
Published for the Green Industry by the Associated Landscape
Contractors of Colorado, Inc., features two articles written
by Jeannie Davis on the subject of telephone skills and customer
Post-News Jobs Weekly
Jeannie Davis cited as telephone communication expert in Jobs
Weekly news article entitled, Telemarketers
Hear 'Busy' Signal.
This weekly publication is a valued resource for job seekers
throughout the Denver metro area. Check out the great information
in the sidebar, reprinted with permission, below:
Smile On The Phone
(Not published in online story)
Sometimes, all you know is what you hear on the telephone.
Here is advice from Aurora author Jeannie Davis from
her books, Beyond "Hello" and Real
World Customer Service Strategies That Work.
- Look good to yourself.
Self-esteem, or what you think about yourself, is the driving
force behind your attitude. Looking good to yourself means more
than feeling good inside. It also means looking good on the outside,
which lets others know how well you view yourself.
- Develop a can-do
attitude. When you transmit a positive can-do attitude,
people are naturally more responsive. Productivity and customer
relationships suffer when our attitude isn't on straight. Anyone
can provide good customer service. The challenge always is to
strive for customer service excellence by going the extra mile.
- Practice positive
thinking. Eighty percent of what we say to ourselves
is negative. Sometimes you need to assess your initial reaction,
work through negative circumstances and take it upon yourself
to turn things around. Make a habit of replacing negative helpless
thoughts with positive powerful ones.
- Use positive language.
People understand and respond one-third more quickly to positive
words than negative ones. Notice how you respond differently when
specific comments or requests are phrased in a more positive manner.
-- Doug McPherson
Denver Rocky Mountain News
Jeannie Davis cited as telephone communications expert in Business
Networking Key to Finding Job
(Reprinted with permission)
Jeannie Davis, president of Now Hear This, a Colorado-based company
that teaches people how to best present themselves on the phone, says
telephone conversations limit communication about 60%. “If the interview
is via phone, it’s a good idea to brush up on your voice skills,”
“All you have going for you is your attitude and the tone of your
voice.” A key is to smile while speaking. “People hear you smile on
the phone—it lifts your voice,” Davis says. Another key is to be organized.
“If you’re nervous or don’t think well on your feet, make notes with
bulleted items you don’t want to forget.” Above all, give yourself
a pep talk. “Apprehension comes across in your voice, but so does
self-confidence,” says Davis.
||Now Hear This, Inc.
P.O. Box 470638
Aurora, CO 80047-0638
303-337-1991 or 800-784-5525