June 2005

Poll Results State that Companies are Losing Billions Due to Apathic Customer ServicePoll Results State that Companies are Losing Billions Due to Apathic Customer Service

According to a recent online poll by The Sykes Group, 80% of poll participants say apathy or an "I don't care" attitude by organizations is the #1 reason they won't buy from the vendor again. Read more...

Every Super Hero Needs Theme Music. What's Yours?

You are sitting in front of the big screen of a movie theater or television as you watch your favorite hero about to face his/her most challenging situation. The tension mounts. The odds of success may be overwhelming for our hero. Then you hear...the music. Our hero springs into action and automatically saves the day and everyone feels good.

So I ask, "What's your theme music?" Read more...

Ed Sykes is Featured Leadership Speaker at Toastmaster Regional Conference

Ed Sykes, co-founder of The Sykes Group, was the featured speaker at the Region Eight Toastmaster Conference held at the Birmingham Marriott in Birmingham, AL, on June 3rd. The title of his presentation was "Communicate to Motivate." Read more...

Verbal Faux Pas - The Words You Use Can Empower or Confuse

Imagine you're attending a conference and you can't wait to hear the keynote speaker. During the session, you find the speaker to be both entertaining and inspiring. In fact, you can't wait to put what you hear into practice. Then it happens-out of nowhere, you hear these dreaded words, "Let me be honest with you." Immediately your attention is distracted as you ponder the meaning of these words. Perhaps you say to yourself, "Have you been dishonest with me up to now? Should I believe a word you say going forward?"

Time and time again I hear people matter-of-factly use words or phrases that distract, detract, and deflate their message. Is it any wonder their message is misunderstood or not well received? When we choose to use verbal faux pas, instead of communicating clarity and confidence, we create confusion and mistrust.

The following is a list of the most common verbal faux pas to banish from your vocabulary: Read more...

Five Secrets to Showing Your Customers You Really Care (Using Empathy for Outstanding Customer Service)

During our recent online poll, we asked the following question:

What upsets you the most when receiving poor customer service?

Eighty percent of the poll participants said the "I don't care attitude" of the person serving them upsets them the most.

Businesses lose billions of dollars of revenue each year because customers feel the organizations don't care about their business enough to make an effort to keep them. It takes five times more effort in time and money to win over a new customer than to keep an existing customer.

Then why does this happen? No training or poor training has a lot to do with it.

Here are five secrets to showing your customers you really do care about their situations when interacting with them: Read more...