No matter what job or position you hold, talking and speaking with confidence is critical. Here’s a short message using the letters of the word confidence to help you remember. By Nancy Friedman
No matter what job or position you hold, talking and speaking with confidence is critical.
Here’s a short message using the letters of the word confidence to help you remember.
Speaking with confidence is critical for building trust, establishing credibility and providing excellent service to friends and family and clients.
Beware though, too much confidence usually is not the answer.
C Communicate clearly. Use simple language your clients can understand, and avoid company jargon that may confuse them. Don’t use military language on civilians.
O Own your blank spots. You don’t want to sound like a know-it-all and it is OK not to know everything. Most important is to explain you’ll find out the answer and get back to them.
N Never assume. Always confirm your understanding of any concerns and clarify questions of which you’re not 100% sure. Thinking you know something and knowing that you actually do is a huge difference.
F Follow through. Not following up with clients and even family and friends is a huge mistake. If you make a promise to follow up on an issue, make sure you do it when promised.
I Invest in your knowledge. Lifelong learners gain confidence more easily than other people.
D Don’t be afraid to ask for help. It’s a show of confidence. It shows you’re committed to finding a solution.
E Empathize with your clients. And learn the difference between empathy and sympathy. Telling them: “I know how you feel,” is not a great statement for confidence.
N “No” at the start of a sentence reduces the power of any confidence and is a complete turnoff to the people you’re trying to assist.
C Courtesy! Please, thank you, and you’re welcome will seldom, if ever, go out of style.
E End every conversation with confidence and a smile. And use confident statements: “I’m glad to help.” “My pleasure.” (Telling somebody: “No problem,” does nothing. Leave it out!)
Nancy Friedman
Nancy Friedman, the founder and chairman of Telephone Doctor Customer Service Training, is a popular keynote customer service speaker at franchise, corporate meetings and conferences around the country. She is now offering and specializing in Zoom programs, nancy@telephonedoctor.com, 314-276-1012.