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21 " Active listening is the ultimate " Golden Rule" for sensational customer service. Just as the important people in your life will feel more valued and appreciated when you actively listen, so will your customers. "
22 " ASK YOURSELF: How can you utilize active listening to provide sensational customer service? How will this help resolve complaints from unhappy customers?• Give them your full attention and listen without interruption or defensiveness.• Thank them for bringing the issue to your attention.• Take their concerns seriously and share their sense of urgency to resolve the problem quickly.• Ask questions and focus on what they are really saying. • Listen to their words, tone of voice, body language, and most importantly, how they feel. • Beware of making assumptions or rushing to conclusions before you hear their concern fully.• Explain, guide, educate, assist, and do what’s necessary to help them reach the resolution.• Treat them with respect and empathy.When you do an amazing job of resolving an unhappy customer’s problem, you may end up impressing them more than if the problem had never occurred. You may have just earned their loyalty . . . forever! "
― Susan C. Young , The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact(The Art of First Impressions for Positive Impact, #5)
23 " One of the speaking programs I deliver is entitled, " Service with a Smile . . . How to Create a Sensational Customer Experience." Smiling is at the heart of my teaching because when employees smile while delivering service, it tells the guest/client/customer . . . You matter.You are important.We are glad you are here.We appreciate your business. "
24 " When we enter the world as a child, they say we are innocent. When we leave the world as an older adult, we have each experienced a mixture of life's sorrow and joys. The years bring diverse events and mindsets, clouding up our vision, so that we no longer see things as they are, but we view now with lenses of many different shapes, sizes and influential colors depending on life’s encounters. It is then, with this cleansing of your inner lens, that you figure out once again, who you are, resulting in numerous side trips, to rediscover your true self, possibly experiencing a reawakening. This sensational feeling of inner peace is unimaginable. "
― Wes Adamson
25 " The sinister fact about literary censorship in England is that it is largely voluntary. Unpopular ideas can be silenced, and inconvenient facts kept dark, without the need for any official ban. Anyone who has lived long in a foreign country will know of instances of sensational items of news — things which on their own merits would get the big headlines-being kept right out of the British press, not because the Government intervened but because of a general tacit agreement that ‘it wouldn’t do’ to mention that particular fact. So far as the daily newspapers go, this is easy to understand. The British press is extremely centralised, and most of it is owned by wealthy men who have every motive to be dishonest on certain important topics. But the same kind of veiled censorship also operates in books and periodicals, as well as in plays, films and radio. At any given moment there is an orthodoxy, a body of ideas which it is assumed that all right-thinking people will accept without question. It is not exactly forbidden to say this, that or the other, but it is ‘not done’ to say it, just as in mid-Victorian times it was ‘not done’ to mention trousers in the presence of a lady. Anyone who challenges the prevailing orthodoxy finds himself silenced with surprising effectiveness. A genuinely unfashionable opinion is almost never given a fair hearing, either in the popular press or in the highbrow periodicals. "
26 " [Regarding mathematics,] there are now few studies more generally recognized, for good reasons or bad, as profitable and praiseworthy. This may be true; indeed it is probable, since the sensational triumphs of Einstein, that stellar astronomy and atomic physics are the only sciences which stand higher in popular estimation. "
― G.H. Hardy , A Mathematician's Apology
27 " Of real sensational journalism, as it exists in France, in Ireland, and in America, we have no trace in this country. When a journalist in Ireland wishes to create a thrill, he creates a thrill worth talking about. He denounces a leading Irish member for corruption, or he charges the whole police system with a wicked and definite conspiracy. When a French journalist desires a frisson there is a frisson; he discovers, let us say, that the President of the Republic has murdered three wives. Our yellow journalists invent quite as unscrupulously as this; their moral condition is, as regards careful veracity, about the same. But it is their mental calibre which happens to be such that they can only invent calm and even reassuring things. The fictitious version of the massacre of the envoys of Pekin was mendacious, but it was not interesting, except to those who had private reasons for terror or sorrow. It was not connected with any bold and suggestive view of the Chinese situation. It revealed only a vague idea that nothing could be impressive except a great deal of blood. Real sensationalism, of whichI happen to be very fond, may be either moral or immoral. But even when it is most immoral, it requires moral courage. For it is one of the most dangerous things on earth genuinely to surprise anybody. If you make any sentient creature jump, you render it by no means improbable that it will jump on you. But the leaders of this movement have no moral courage or immoral courage; their whole method consists in saying, with large and elaborate emphasis, the things which everybody else says casually, and without remembering what they have said. When they brace themselves up to attack anything, they never reach the point of attacking anything which is large and real, and would resound with the shock. They do not attack the army as men do in France, or the judges as men do in Ireland, or the democracy itself as men did in England a hundred years ago. They attack something like the War Office--something, that is, which everybody attacks and nobody bothers to defend, something which is an old joke in fourth-rate comic papers "
― G.K. Chesterton , Heretics
28 " You're an actor, are you? Well, all that means is: you are irresponsible, irrational, romantic, and incapable of handling an adult emotion or a universal concept without first reducing it to something personal, material, sensational - and probably sexual! "