Category Archives: Business Skills Articles

Writing Emails – responding to customer complaints

When we have to write an email in response to a complaint from a customer it can be hard to find the right words. We feel anxious and want the problem to be resolved quickly, and this attitude often results in our email sounding too brusque. Try to bear the following ten complaint handling tips…
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Giving Royal Customer Service

The customer may be king, but do they get royal service from you? Too many business people don’t know how to give great customer service. (more…)
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Improving Personal Efficiency When Working From Home

With flexible working becoming very much the norm and the ease with which technology allows us to work remotely, more and more of us are working - at least some of the time - from our homes. But maintaining your personal efficiency when working from home can be an issue. It can be easy to…
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Better Persuasion: The Five Sentence Method

If you are making a presentation to persuade others (be they your customers or your colleagues) then you should make use of the “Five-Sentence Method” to present your case. The basis of the five sentence method is that the lead-in, the arguments you use to persuade your audience, the contradictory assertions you make and the…
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The 5W1H Approach For Better Meetings

Senior managers spend a significant proportion of their time at work in meetings. Yet ask them how productively this time is being used and most will answer “not very!” Poorly run meetings waste hours of valuable business time and are, not surprisingly, the number one time waster identified by delegates on our time management workshop.…
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Being Productive When Traveling

It is not just sales people who have to regularly work away from home. Many managers travel routinely to meet up with colleagues who work out of offices in different locations, attend conferences or training events. Often our only time to catch up on important work projects or emails when out and about is when…
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