When to be warm with customers
“Answer your phone in a brusque manner” was advice I got years ago.
By sounding abrupt, the theory was you could dismiss those you didn’t want to talk to, but delight those you did once they heard the contrasting warmth you reserved specially for them.
Well, new research reveals how you can increase customer satisfaction by varying the degree of warmth you and your team use in conversation.
Hot Vs. Cold
Let’s say you are closing a customer service...
How time of day affects decisions
The decisions you make at the end of your day are likely to differ from those you make earlier on.
Even if you are a highly trained doctor.
That’s what researchers discovered when they tracked 204 doctors over 17 months and 21,867 visits.
As the day wore on, the doctors prescribed more unnecessary antibiotics. 5% more, in fact.
Decision fatigue has a bearing on the types of decisions we make.
While researchers have different theories on why and to what extent, as a general rule...
