Vivências e convivências

Vivências e convivências

sexta-feira, 23 de outubro de 2015

Handle complaints with class

> Let the person talk. Don´t interrupt!

> Listen empathetically with full attention.

> If you can, be of help personally.

> If you cannot be of help personally, transfer the call to the person most likely to be able to help.

> Never be defensive or rude.

> Never become emotional.

> Never tell the caller what you cannot do.

> Take notes and repeat the person´s words back.

> Tell the caller what you can do, then do it promptly.

(written by Valerie Sokolosky, in The Little Instruction Book of Business Etiquette)

segunda-feira, 12 de outubro de 2015

Address the letter appropriately!

> Younger to older male executive: "Dear Mr. Jones"

> Older to younger male executive: "Dear John"

> Younger executive to older female executive: "Dear Mrs. Jones"  or  "Dear Ms. Jones"

> Older executive to younger female executive: "Dear Jane"  or  "Dear Mrs./Ms. Jones"

> To a titled professional: "Dear Dr. Jones"; "Dear Reverend Jones"

> To a company: "Ladies and Gentlemen"

> Close relationship: "Dear John"  or  "Dear Jane"

> Position known, name unknown:  call and find out - spelling, etc....!!

From: The Little Instruction Book of Business Etiquette, by Valerie Sokolosky