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Skills for Communicating with Patients

Author: Jonathan Silverman

Publisher: CRC Press

Published: 1998

Total Pages: 0

ISBN-13: 9781857751895

This text and its companion, "Teaching and Learning Communication Skills in Medicine," provide a comprehensive approach to improving communication in medicine. Exploring in detail the specific skills of doctor-patient communication, the book provides evidence of the improvements that these skills can make in health outcomes and everday clinical practice.

How to Talk to Customers

Author: Diane Berenbaum

Publisher: Wiley + ORM

Published: 2011-01-07

Total Pages: 179

ISBN-13: 1118047354

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Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special. For more on this book, visit www.howtotalktocustomers.com

The Customer Communication Formula

Author: Charlotte Purvis

Publisher: Write Way Publishing Company

Published: 2020-12-11

Total Pages: 172

ISBN-13: 9781946425683

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A Tried, True, and Tested Formula to Increase Customer Satisfaction and Boost Your Brand One conversation with a client changed everything for the author, Charlotte Purvis: "We do not want the people answering the phones to sound like they are just sitting around at home talking to their family and friends." That statement was the catalyst for Charlotte Purvis to develop the 3-F Customer Communication Formula. Friendly + Formal + Focused = Customer Service Success This Formula helped her clients create an environment where Customer Service Professionals (CSPs) spoke in a manner that customers would know they were contacting a Best-in-Class Contact Center, instead of someone sitting at home chatting on the phone with their family and friends. That conversation with the client was over 20 years ago, and since then Charlotte Purvis has coached and trained hundreds of Customer Service Professionals using her 3-F Customer Service Formula. As a result, literally millions of customers have benefited from the service they've received based on this formula. "Customer Service Professionals" include advisors, agents, consultants, assistants, specialists, representatives, coordinators, sales enrollment specialists, and basically anyone who communicates with customers. In a world that is becoming increasingly more competitive, when anyone can start a business with a website and a product idea, and when more customers are buying online than ever before, outstanding customer service will set you apart from your competition. There is no question that investing in improving your customer service will pay dividends in the long term. This book is for Customer Service Professionals, Corporate Leaders, Small Business Owners, Faith Community Leaders, Managers, Supervisors, Trainers, Coaches, Subject Matter Experts, Government Agencies, Non-profit Organizations, and anyone interested in customer communication and customer service success. Here's some of what you will discover in this book: Three key words that Customer Service Professionals and Leaders need to know-and that have been successfully used to assist millions of customers. The Three Phases of Customer Interactions-Connection, Conversation, and Closure-and how to apply the 3-F Formula to each phase. How to speak the language of customer service, manage challenging situations, and offer each customer an excellent experience. 10 Statements Every Organization Needs in order to develop a custom approach to Customer Service. How to provide Extreme Customer Service, especially during a global crisis. Success Stories about how the 3-F Customer Communication Formula has helped clients reach and exceed their customer service goals. The Charlotte Purvis Story about how she took lessons learned in her beloved Tuscaloosa, Alabama, and from her years of client engagements to develop a formula that not only benefits customers but also helps her clients advance in their personal and professional lives. And More! This book is really two books in one. Part 1 is for Customer Service Professionals (CSPs) and part 2 is for Customer Service Leaders. Lots of CSPs move on to roles of additional leadership and this book prepares them for that next level. If you're ready to start looking at the world through the eyes of your customers and take your business to the next level by delivering the best-in-class customer service, then click the BUY NOW button and let's take this journey together.

Client Science

Author: Marjorie Corman Aaron

Publisher: Oxford University Press

Published: 2012-05-04

Total Pages: 288

ISBN-13: 0199970858

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Lawyers know that client counseling can be the most challenging part of legal practice. Clients question and often resist the complexities and uncertainties inherent in law and legal process. Honest advice from the lawyer can make a client doubt his or her allegiance and zeal. Client backlash may be directed at the lawyer who communicates bad news. Thus, the lawyer may feel torn between the obligation to clearly inform a client about weaknesses in legal positions and fear of damaging the client relationship. Too often, the lawyer struggles to counsel a particularly difficult client, but to no avail. Client Science is written to provide insight and advice to lawyers on how to more effectively communicate with their clients with regard to legal realities and difficult decisions. It will help lawyers with the always-difficult task of delivering "bad news," which will result in better-informed and thus more satisfied clients. The book explains applicable social science research and insights and translates them into plain language relevant to legal practice and client counseling. Marjorie Corman Aaron offers specific suggestions related to a lawyer's ordering, timing, phrasing, and type of explanation, as well as style adjustments for the lawyer's voice, gesture, and body position, all to impact client counseling and to improve the lawyer-client relationship.

Communicating Effectively For Dummies

Author: Marty Brounstein

Publisher: John Wiley & Sons

Published: 2011-03-16

Total Pages: 389

ISBN-13: 1118053729

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A friendly guide that teaches you effective methods of communication to avoid common conflicts and make your voice heard in the office Communicating Effectively For Dummies shows you how to get your point across at work and interact productively with bosses and coworkers. Applying your knowledge and skill to your job is the easy part; working well with others is often the hard part. This helpful guide lets you maximize your personal interactions, even when resolving conflicts, dealing with customers, or giving difficult presentations. Whether you're the CEO of a major corporation, a small business owner, or a team manager, effective and clear communication is imperative to your success. From keeping your listener engaged to learning to become a better listener, Communicating Effectively For Dummies offers all the strategies, tips, and advice you need to: Learn how to become an active listener Accentuate the positive in negative situations Find win-win solutions for conflicts Stay on track when writing e-mails and letters Handle presentations, interviews, and other challenges Speak forcefully and assertively without alienating others This friendly and comprehensive guide gives you the keys to a thriving career with expert advice on effective verbal and nonverbal communication. From mastering your own facial expressions (and reading them in others) to being a happy boss, this book covers all the angles: Becoming aware of your own assumptions Dealing with passive-aggressive communicators What to say to help someone open up to you Communicating through eye contact and body language Maintaining a positive attitude Dealing with sensitive issues Effective conflict resolution models When to use e-mail, the phone, or a face-to-face meeting Dealing with angry customers Coaching your staff to communicate better In today's high-stress work environment, good communication skills are imperative for keeping your cool and getting your point across. With your own copy of Communicating Effectively For Dummies, you'll know what to say, how to say it, and that being a good listener can often be the difference between getting ahead and just getting by.

Connecting with Your Client

Author: Noelle C. Nelson

Publisher:

Published: 2015-06

Total Pages:

ISBN-13: 9781634251365

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The Compassionate Geek

Author: Don R. Crawley

Publisher: Soundtraining Net

Published: 2011-05-05

Total Pages: 164

ISBN-13: 9780983660705

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Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

The Client-Centered Law Firm

Author: Jack Newton

Publisher: Blue Check Publishing

Published: 2020-01-28

Total Pages: 314

ISBN-13: 9781989603321

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The legal industry has long been risk averse, but when it comes to adapting to the experience-driven world created by companies like Netflix, Uber, and Airbnb, adherence to the old status quo could be the death knell for today's law firms. In The Client-Centered Law Firm, Clio cofounder Jack Newton offers a clear-eyed and timely look at how providing a client-centered experience and running an efficient, profitable law firm aren't opposing ideas. With this approach, they drive each other. Covering the what, why, and how of running a client-centered practice, with examples from law firms leading this revolution as well as practical strategies for implementation, The Client-Centered Law Firm is a rallying call to unlock the enormous latent demand in the legal market by providing client-centered experiences, improving internal processes, and raising the bottom line.

Communicating at Work

Author: Tony Alessandra

Publisher: Simon and Schuster

Published: 1993-08-16

Total Pages: 307

ISBN-13: 1439104964

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In today's competitive workplace, your ability to communicate is your most important business skill. This valuable handbook to better business communication can help you develop the skills you need to succeed. Using real-life examples, it offers practical, easy-to-use instruction in writing effective memos and reports, making memorable presentations, and leading productive meetings. It also introduces key telephone skills, shows you how to interpret body language and personal communication styles -- and teaches you the critical listening and questioning skills you need to get ahead. Whether you're a top manager trying to lead a large organization or one of the millions of people who actually get the work done, Communicating at Work can help you be more effective, get more of what you want out of work, and improve your chances for success.

The Financial Professional's Guide to Communication

Author: Robert L. Finder

Publisher: FT Press

Published: 2012-10-18

Total Pages: 209

ISBN-13: 0133017915

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Today, financial clients are profoundly skeptical. They’ve been burned. Their consultants and advisors talk too much, use too much confusing technical jargon, work from too many boilerplate scripts, repeat too many generic caveats and useless disclaimers. Above all, clients say, their advisors don’t listen well, and don’t link their own needs and views to the recommendations they present. To succeed in today’s radically new environment, financial advisors must first transform the way they communicate. In The Financial Professional’s Guide to Communication, one of the world’s leading experts on the financial client relationship shows them how to do precisely that. Drawing on his experience training elite financial professionals worldwide, Bob Finder shows how to actively listen, speak plainly with precision and passion, and engage clients with uncommon effectiveness. Finder demonstrates how to focus relentlessly on what matters most to each individual client, and then deliver intensely relevant recommendations with clarity and impact, in your own voice. You’ll learn how to bring imagination, creativity, and even entertainment to your presentations and conversations, and use constructive criticism to keep improving with every new client meeting. Using these proven techniques, you can deliver truly extraordinary levels of professionalism and service, gain the powerful new competitive edge you’re desperately searching for – and earn equally powerful rewards for yourself.