“A lack of compassion can be as vulgar as an excess of tears.”
Among the many “zingers” that Dame Maggie Smith gets to deliver on Downton Abbey, this one captured my full attention. It speaks directly to one of our most important communication skills on the phone – and in life.
Compassion is our ability to think and feel beyond ourselves; to set aside our opinions, needs and situation to focus on that of the other – our customer, our prospect. Compassion can also be described as empathy, fellow feeling, care, concern, sensitivity, warmth, kindness and humanity.
The world vulgar (which is not a word we encounter very often today) means “a lack of perception” or “common behaviour” or “offensive”.
When we aren’t compassionate about our customers’ experience of our company and the service we provide, or about our prospects’ busy schedules and their need for us to be clear and precise, we illustrate our inability to understand their needs. Instead of delivering what is excellent or unique, we deliver what is common, what is easily available from everyone else. And, in some cases, our lack of compassion offends our audience, sending them to our competition or in search of a whole new way of getting what they need.
Excellent communication includes compassion. When you take the time to learn more about your customers and prospects, and respond to what you learn, they will experience your warmth and care. The service you provide will be experienced as both excellent and unique. Customers and prospects will be inspired to stay connected with you – and they’ll want share their experience with others.
Enjoy your PhoneWork everyone!
The Phone Lady On The Road
February 23 – Job Search Phone Skills, Team Work Cooperative and the WorkBridge, Halifax, NS
February 24 – Today’s Telephone Etiquette, Eastern Shore Optical, Porter’s Lake, NS
February 25 – Teleconference Training, Small Business Banking | Ontario North East & Atlantic Canada| TD Business Banking
March 2 – Teleconference Training, Pop-A-Lock of Toronto and York Region
March 4 – Phone Fear to Phone Fabulous, CBDC NOBL, Truro, NS
March 6 – Teleconference Training, Pop-A-Lock Canada
March 10 – Phone Fear to Phone Fabulous, CBDC NOBL, New Glasgow, NS
March 31 – Phone Fear to Phone Fabulous, CEED, Halifax, NS
April 21 – Pick It Up; Make Things Happen!, Eastlink TV, Sackville, NS
June 11 – Phone Fear to Phone Fabulous, CBDC Cumberland, Amherst, NS
June 18 – Building Relationships by Phone, Newfoundland & Labrador Association of CBDCs, Port aux Basques, NL
June 25 – Tell Me More: Increasing Sales By Asking More Questions and Staying in Touch, Arrow Construction Products, Halifax, NS