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Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
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One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
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Often the less we say the better our points will be understood



What is the "less is more" principle of effective communication?

In informal speech and communication, people have a tendency to talk, and talk, often is a slightly disorganized fashion, since informal speech is not the kind of thing you can plan out. It may surprise you to know that in both informal and formal speech (including presentations, speeches), people listening to you will tend to understand your points -- your intent and message -- far better if you talk less, and provide less detail.

There are a number of reasons why this is so, but here's the most important one. When you talk, the other person has to try to figure out your main points, or main messages, and this applies in all communication efforts. When you bury, or surround your main points or messages with too much "other messages", the impact of your target messages get lost. The people listening get distracted or simply focus on the things that are less important (at least to you).

Think about a one to one conversation with your spouse. How often do you offer your main point or message, but include other sub-messages? How often does your spouse then focus on one of the minor sub-messages, and appear to completely miss the point you were really trying to make. Happens all the time.

 

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Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.

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