The key to this relationship is Trust. Trust which has been built up over time, through proven performance in the other competence areas we have discussed. Trust which is based on awareness that the salesperson understands the customer’s problems and is genuinely interested in helping to solve them. Trust which is won when the salesperson challenges the customer and awakens them to a deeper understanding of their preferred direction.

It’s possible that the preferred direction of a particular customer at this time may not always offer a sales opportunity. If so, no amount of sales effort will induce a customer to happily buy something they do not want. In that case your salesmanship will be more effectively employed elsewhere, for now.

Once again, Michael cautions against the pushy opportunism which, more often than not, can cut short a call, or worse still a relationship. Remember it’s not about you: it’s about your customer. It’s not about your product: it’s about their business. Earn the trust of your customers; go with them in their preferred direction and you will achieve real results.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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Some serious skill is called for here. You see: the customer may not themselves be fully aware of what those problems are. The challenge is to listen, probe, challenge and awaken the customer to discover what they really need. Only then, Michael says, should you mention your product, and in doing present a solution to the problem - the real and genuine problem - which you and the customer have identified.

In this podcast, Michael identifies 14 universal challenges that face all types of customer. He outlines practical steps to help unearth problems your customers really care about. And he describes practical scenarios in IT and Pharmaceuticals which demonstrate the point.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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The scenario is a high-level presentation to the senior management team or perhaps the board of directors. This is “make or break”. How do you prepare for this kind of encounter? What are the competencies demanded by the situation? How can you advance your relationship with the customer towards becoming a partner in their preferred direction?

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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In this week’s podcast Michael talks about the importance of relevant conversations. He explains that while there may be one user of your product or service in your customer’s organisation, there can be many other people who have a stake - and a say - in the decision to purchase.

Each of these people views the decision using a different set of rules: rules which have particular relevance for them, but perhaps not for others. The challenge for the salesperson is to learn what is relevant for the different roles in their customers’ organisations, distinguish their products features accordingly and have relevant conversations.

Can you make your sales pitch relevant to your customer’s finance department? What about the logistics department? Or Health & Safety? Having relevant conversations with all the stakeholders is key to success.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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Do you, as a sales person, know what you need to know in order for your customer to trust you?

In today’s podcast, Michael explains the importance of trust between the sales person and the customer. Only when a trusting relationship is established, will you as a sales person discover your customer’s specific needs. When you know what they want, and they trust you to deliver it, you will make the sale.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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In today’s podcast, Michael explains that it’s not enough to know about your product - you must understand your customers business. He provides two examples where the salesperson suceeds, not by talking about his product, but by asking about the customer’s use of that product. And he warns against highlighting newness and difference without recognising the positive aspects of the relationship the customer may have with their existing product.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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“The key to producing a great customer experience is taking product knowledge, knowing who you’re going to have a chat with and finding out what that person is interested in.”

The challenge for a sales team is to take marketing or technical information and incorporate it into a sales strategy that can address the customer’s needs. Using practical examples, this podcast explains how Product Knowledge, and the way it is interpreted when dealing with different customers, is at the core of good Customer Experience.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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In this introductory episode, Michael Byrne explains the rationale for a competence-based approach to strategic management of sales teams, and outlines a model for developing competence, based on Customer Experience.

The challenge for sales managers is that a “one-size-fits-all” approach to developing competence in teams is unlikely to be effective. So it’s all the more important to understand the different kinds of competence and the part each plays in Customer Experience.

Over the coming weeks we’ll explore this topic further, with practical scenarios and advice. As always, your thoughts are welcome. Leave a comment on this site, email michael@QBC.ie, or call our voicemail on +353 87 2602205. (You can send a text message to that number also.)

Finally, if you enjoyed our series of podcasts on Emotional Intellgence, we are delighted to announce that a CD version of the series will soon be available to purchase. Further details are on the way!

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Michael reminds us of the importance of courtesy and congeniality in customer relations, and stresses that failure to observe this is “the one thing we won’t be forgiven for”. He explains why Customer Experience and Employee Engagement go hand in hand. “There was never a greater requirement for people in customer-facing roles to be supported.”

We’ve seen how emotional intelligence can be a powerful tool for managers, but it must be used properly. While it is especially useful for recruitment, there are real benefits to be gained when emotional intelligence is used to foster and develop existing employees. It’s not about “profiling”, Michael says. It’s about behaviour, and using emotional intelligence tools to identify and encourage those behaviours which consistently create great customer experiences.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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QBC’s CEO Michael Byrne was recently interviewed for the Irish edition of Intruders.TV.

“The experience your company creates is your brand”

The same communications tools which have given customers a stronger voice in conversations about a brand can also be used to drive an internal conversation in response to the external one, and help the company meet the challenge of Customer Experience. This is the QBC approach.

Optimism refers to how we feel about the future, whereas happiness is about how we feel now. Not surprisingly, they are closely associated. Michael points out that these variables are very susceptible to recent events in an individual’s life, for example: bereavement. However, when unhappiness persists over time, it affects optimism, and has a significant impact on a individual’s level of workplace engagement.

Michael reminds us that the different layers of the Emotional Intelligence model are interdependent, with the roots of many issues being found in the Intrapersonal zone.

“If optimism is low … then invariably, if you look to the intrapersonal, at the inner dialogue … they are not perceiving themselves as successively successful, and they are not perceiving themselves as realising their potential.”

As we conclude the discussion of Emotional Intelligence in the context of Employee Engagement, we consider the contrarian view that feelings and emotions have no place in business. Michael points out that in the developed world, our culture places a high value on personal fullfilment and satisfaction. In a successful economy, workers have choices, and their retention and continued productivity depends on them feeling that their needs are considered, and their contributions recognised.

Next week we’ll conclude the parallel podcast track on Emotional Intelligence for Customer Experience. Having laid the ground work for the subject, Michael is looking forward to developing these ideas in future episodes using practical case studies and listener’s questions.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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In the Emotional Intelligence model, Adaptability is considered in terms of Reality Testing, Flexibility & Problem Solving.

Reality Testing is a measure of ability to see things as they really are. It’s vital for Customer Experience that we resist the temptation to tell customers what they want to hear. The desire to please is natural, but unless promises have their basis in reality the fairytale can’t have a happy ending.

Keeping an eye on reality means relevance for the customer. So it’s also a reminder to us that we need to find out about the customer’s needs. Don’t baffle your customers with technical detail they don’t care about. Find out what they need, and focus on that.

Flexibility is receptiveness to feedback. Are you listening to what your customers want? Have you asked them?

Problem Solving means problem solving through people. It’s not about whether you can fix it yourself. That’s a measure of IQ. Working with others to solve problems is a function of EQ, Emotional Intelligence. It is the only type of problem solving which can scale up to the challenges of leadership.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options)

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options)

On the 29th of September next, Ireland’s first dedicated podcasting event, PodCamp Ireland, will be held in Kilkenny. It’s being organised by some of the people who originally sparked our interest in podcasting, including Conn Ó Muíneacháin, Krishna De and Brian Greene.

Like us, they are interested in podcasting for business, and PodCamp will provide an important opportunity to discuss best practice in this area. But PodCamp will also have people involved in education and the arts, as well as hobbyists and a large contingent of the curious.

Which all goes to show that, like the best media, podcasting is versatile and suitable for a wide range of content and applications.

I plan to attend, and I’ve registered at PodCampIreland.com. It’s free of charge. If you’re going and you’d like to talk to me, do get in touch.

The person with good Intrapersonal skills knows their own limits, and they have the assertiveness to speak up when they get into trouble. That’s when the Interpersonal goodwill they’ve built up pays dividends: “When we’re in trouble, it’s always through other people that we dig ourselves out.” As managers of customer-facing teams, we should have the empathy to spot people in difficulty and provide support when required, and when someone says they are out of their depth we should welcome the opportunity that provides to address issues in a timely way. Remember that people’s stress affects their relationships and that includes relationships with customers, as well as with prospective future employees.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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In this podcast Michael explains the two related elements of Stress Management: Stress Tolerance and Impulse Control. He explains that Stress Tolerance is a muscle that can be exercised and developed, however, it’s also important not to work yourself beyond the tolerance you’ve developed. Impulse Control plays a role here, both in working effectively, and also in knowing when to quit.

Once again, we see how the layers of Emotional Intelligence support each other. Not just our own resources (Intrapersonal), but also the support of others (Interpersonal) come into play in helping us to manage stress.

Feedback: Michael AT QBC.ie. Call or text +353 87 2602205.

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The story of how your product can make a significant difference to patient wellness, told by your representatives, has a huge impact on the success of your company. As every representative on your team has their own unique style of storytelling, it’s an ongoing challenge to ensure that the key facts are delivered to the physician. When your representative is driving down the road after a call, how much of the story is retained? Physicians will forget what you said and indeed forget things you did, but they do not forget the feeling you left them with. One of the most important questions you can ask during post call analysis is: “what is the feeling you left them with?” Your best storytellers plan the feeling they want to leave their customer with before each call. They work relentlessly on making their story relevant to each individual physician while at the same time delivering the key points with emphasis.

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• Taking each of the three elements of Interpersonal Emotional Intelligence: Empathy, Social Responsibility and Interpersonal Relationships, what are the practical scenarios which impact upon the Customer Experience?
• Empathy is most important. Why? Because it’s not about you, or your product or service, or your technology - no matter how passionate you are about it. The sales conversation must be about the customer - and it always begins with recognition of where the customer is currently at.
• No one is an island, and the Customer Experience is almost always a team effort. Social Responsibility is essential for building strong, supportive teams. Do your colleagues have confidence that you won’t let them down? Do you have confidence in them? If so the result is a smooth and seamless experience foir your customers.
• Interpersonal Relationships. How do you rate your success at forming and sustaining interpersonal relationships? This is the goal of Key Account Management. Customer Relationships are Interpersonal Relationships.
• We want to hear your thoughts and experiences. Email Michael AT QBC.ie. Call or text +353 87 2602205.

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• Empathy is the ability to identify emotion in another and to respond appropriately. It is one of the most highly valued abilities in a leader.
• Social Responsibility. In terms of Employee Engagement, a leader who is socially responsible demonstrates fairness in his or her dealings with every member of the team.
• Interpersonal Relationships. This attribute measures the individual’s ability to form and sustain relationships. It goes to the heart of Employee Engagement. Remember that there are two parties to every relationship, and that both are responsible to that relationship.
• Comments welcome. Email Michael AT QBC.ie. Call or text +353 87 2602205.

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• The emotional rollercoaster of sales and customer service presents a constant challenge to the individual to respond appropriately in all cases.
• How do the Intrapersonal qualities of Self-Regard, Emotional Self-Awareness, Assertiveness, Independence and Self-Actualisation contribute to this appropriate response?

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]]> http://www.qbc.ie/2007/06/29/customer-experience-podcast-5-intrapersonal/feed/ 18:09 This podcast discusses the implications of Intrapersonal Emotional Intelligence for creating great Customer Experiences. The emotional rollercoaster of sales and customer service presents a constant challenge ... This podcast discusses the implications of Intrapersonal Emotional Intelligence for creating great Customer Experiences. The emotional rollercoaster of sales and customer service presents a constant challenge to the individual to respond appropriately in all cases. How do the Intrapersonal qualities of Self-Regard, Emotional Self-Awareness, Assertiveness, Independence and Self-Actualisation contribute to this appropriate response? podcast,,customer,experience,,emotional,intelligence Michael Byrne no No http://www.qbc.ie/2007/06/29/customer-experience-podcast-5-intrapersonal/http://media.libsyn.com/media/imeall/qbc-customer-experience-2007-06-28.mp3 http://feedproxy.google.com/~r/QBC/~3/4Iv-55_AO8w/ http://www.qbc.ie/2007/06/22/employee-engagement-podcast-2-intrapersonal/#comments Fri, 22 Jun 2007 11:04:53 +0000 michael@qbc.ie (Michael Byrne) http://www.qbc.ie/2007/06/22/employee-engagement-podcast-2-intrapersonal/ In this podcast, Michael discusses the Intrapersonal elements of Emotional Intelligence and explains their significance for a leader who wants to drive higher levels of Employee Engagement.
• Intrapersonal qualities of Emotional Intelligence are all about how the individual relates to themselves. The attributes measured are: Self-Regard, Emotional Self-Awareness, Assertiveness, Independence and Self-Actualisation.
• Before a leader communicates with their team, what do they say to themselves? This is the focus of Intrapersonal Emotional Intelligence. How you relate to yourself has consequences for how you relate to others.

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]]> http://www.qbc.ie/2007/06/22/employee-engagement-podcast-2-intrapersonal/feed/ 00:01:01 In this podcast, Michael discusses the Intrapersonal elements of Emotional Intelligence and explains their significance for a leader who wants to drive higher levels of ... In this podcast, Michael discusses the Intrapersonal elements of Emotional Intelligence and explains their significance for a leader who wants to drive higher levels of Employee Engagement. Intrapersonal qualities of Emotional Intelligence are all about how the individual relates to themselves. The attributes measured are: Self-Regard, Emotional Self-Awareness, Assertiveness, Independence and Self-Actualisation. Before a leader communicates with their team, what do they say to themselves? This is the focus of Intrapersonal Emotional Intelligence. How you relate to yourself has consequences for how you relate to others. podcast,,employee,engagement,,emotional,intelligence Michael Byrne no No http://www.qbc.ie/2007/06/22/employee-engagement-podcast-2-intrapersonal/http://media.libsyn.com/media/imeall/qbc-employee-engagement-2007-06-21.mp3 http://feedproxy.google.com/~r/QBC/~3/PGpgQKiT6L4/ http://www.qbc.ie/2007/06/19/edgecast-media/#comments Tue, 19 Jun 2007 15:20:25 +0000 michael@qbc.ie (Michael Byrne) http://www.qbc.ie/2007/06/19/edgecast-media/ Edgecast media have done great work for QBC in producing high quality Podcast output.  This puts us in a position to reach a worldwide audience.  Have a listen yourself.
]]> http://www.qbc.ie/2007/06/19/edgecast-media/feed/ http://www.qbc.ie/2007/06/19/edgecast-media/ http://feedproxy.google.com/~r/QBC/~3/jkIpXhLzsD4/ http://www.qbc.ie/2007/06/15/customer-experience-podcast-4-introducing-emotional-intelligence/#comments Fri, 15 Jun 2007 22:39:37 +0000 michael@qbc.ie (Michael Byrne) http://www.qbc.ie/2007/06/15/customer-experience-podcast-4-introducing-emotional-intelligence/ The term “Emotional Intelligence” is frequently heard nowadays. You may have heard it used - you may even know what it means. But do you know how to use Emotional Intelligence analysis to create value for your business?

Michael Byrne specialises in using Emotional Intelligence to help managers drive better Employee Engagement and Customer Experience in their organisations. In this, the first of 11 podcasts on the subject, he explains what Emotional Intelligence means, and how it can be applied in practice.

Starting today, QBC podcasts will appear weekly, with an alternating episode each week on either Employee Engagment or Customer Experience. This introductory episode will appear in the feeds of both podcast series, and will be followed by 5 episodes in each series (10 in total), discussing each of the 5 layers of Emotional Intelligence: Intrapersonal, Interpersonal, Stress Management, Adaptability and General Mood.
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]]> http://www.qbc.ie/2007/06/15/customer-experience-podcast-4-introducing-emotional-intelligence/feed/ 25:26 The term "Emotional Intelligence" is frequently heard nowadays. You may have heard it used - you may even know what it means. But ... The term "Emotional Intelligence" is frequently heard nowadays. You may have heard it used - you may even know what it means. But do you know how to use Emotional Intelligence analysis to create value for your business? Michael Byrne specialises in using Emotional Intelligence to help managers drive better Employee Engagement and Customer Experience in their organisations. In this, the first of 11 podcasts on the subject, he explains what Emotional Intelligence means, and how it can be applied in practice. Starting today, QBC podcasts will appear weekly, with an alternating episode each week on either Employee Engagment or Customer Experience. This introductory episode will appear in the feeds of both podcast series, and will be followed by 5 episodes in each series (10 in total), discussing each of the 5 layers of Emotional Intelligence: Intrapersonal, Interpersonal, Stress Management, Adaptability and General Mood. podcast,,customer,experience,,employee,engagement,,emotional,intelligence Michael Byrne no No http://www.qbc.ie/2007/06/15/customer-experience-podcast-4-introducing-emotional-intelligence/http://media.libsyn.com/media/imeall/qbc-customer-experience-2007-06-15.mp3 http://feedproxy.google.com/~r/QBC/~3/Yd1tS2W_kWE/ http://www.qbc.ie/2007/04/26/podcast-on-employee-engagement/#comments Thu, 26 Apr 2007 00:48:45 +0000 michael@qbc.ie (Michael Byrne) http://www.qbc.ie/?p=11 For their fourth podcast, Michael and Conn turn their attention to the question of Employee Engagement. The QBC Podcast on Employee Engagement will be a separate series under the QBC banner.
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]]> http://www.qbc.ie/2007/04/26/podcast-on-employee-engagement/feed/ 00:01:01 For their fourth podcast, Michael and Conn turn their attention to the question of Employee Engagement. The QBC Podcast on Employee Engagement will be ... For their fourth podcast, Michael and Conn turn their attention to the question of Employee Engagement. The QBC Podcast on Employee Engagement will be a separate series under the QBC banner. podcast,,employee,engagement Michael Byrne no No http://www.qbc.ie/2007/04/26/podcast-on-employee-engagement/http://media.libsyn.com/media/imeall/qbc-engagement-2007-04-25.mp3 http://feedproxy.google.com/~r/QBC/~3/IfbgQbGYecg/ http://www.qbc.ie/2007/03/22/the-authentic-human-voice/#comments Thu, 22 Mar 2007 08:31:15 +0000 michael@qbc.ie (Michael Byrne) http://www.qbc.ie/?p=6 Recorded at the airport, this podcast (21:52, 20MB) includes reference to sessions from Day 2 of Corporate Podcasting Summit Europe, including presentations by Wells Park Communications and Yada-Yada. Also, I offer my view on the heated discussion which took place between Podshow UK and some members of the audience during a panel on podcast sponsorship.

Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options)

]]> http://www.qbc.ie/2007/03/22/the-authentic-human-voice/feed/ 00:01:01 Recorded at the airport, this podcast (21:52, 20MB) includes reference to sessions from Day 2 of Corporate Podcasting Summit Europe, including presentations by Wells Park ... Recorded at the airport, this podcast (21:52, 20MB) includes reference to sessions from Day 2 of Corporate Podcasting Summit Europe, including presentations by Wells Park Communications and Yada-Yada. Also, I offer my view on the heated discussion which took place between Podshow UK and some members of the audience during a panel on podcast sponsorship. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options) podcast,,customer,experience Michael Byrne no No http://www.qbc.ie/2007/03/22/the-authentic-human-voice/http://media.libsyn.com/media/imeall/qbc-customer-experience-2007-03-21.mp3 http://feedproxy.google.com/~r/QBC/~3/UKlpwyq8n1Q/ http://www.qbc.ie/2007/03/20/a-new-excitement/#comments Tue, 20 Mar 2007 08:27:51 +0000 michael@qbc.ie (Michael Byrne) http://www.qbc.ie/?p=5 In this podcast (15MB, 23:24) Michael Byrne and Conn Ó Muíneacháin their experience of Day 1 of the European Corporate Podcasting Summit in London.

There’s a real sense of excitement in these early days of podcasting, and that’s no harm as long as it’s for the right reasons. What’s truly exciting is not the technology involved, but the application of the technology in the service of business goals and, ultimately, of great customer experience.

Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options)

]]> http://www.qbc.ie/2007/03/20/a-new-excitement/feed/ 00:01:01 In this podcast (15MB, 23:24) Michael Byrne and Conn Ó Muíneacháin their experience of Day 1 of the European Corporate Podcasting Summit in London. There's a ... In this podcast (15MB, 23:24) Michael Byrne and Conn Ó Muíneacháin their experience of Day 1 of the European Corporate Podcasting Summit in London. There's a real sense of excitement in these early days of podcasting, and that's no harm as long as it's for the right reasons. What's truly exciting is not the technology involved, but the application of the technology in the service of business goals and, ultimately, of great customer experience. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. (More options) podcast,,customer,experience Michael Byrne no No http://www.qbc.ie/2007/03/20/a-new-excitement/http://media.libsyn.com/media/imeall/qbc-customer-experience-2007-03-19.mp3 http://feedproxy.google.com/~r/QBC/~3/JsNAY-b7az0/ http://www.qbc.ie/2007/02/22/the-customer-experience-podcast/#comments Thu, 22 Feb 2007 08:16:54 +0000 michael@qbc.ie (Michael Byrne) http://www.qbc.ie/2007/02/22/the-customer-experience-podcast/ QBC’s Managing Director, Michael Byrne, talks to Conn Ó Muíneacháin about the launch of the podcast-enhanced Customer Experience programme.

This is a podcast. You can download it, copy it and play it on the device of your choice, or simply click on the play button below to hear it play on your PC.

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]]> http://www.qbc.ie/2007/02/22/the-customer-experience-podcast/feed/ 00:01:01 QBC's Managing Director, Michael Byrne, talks to Conn Ó Muíneacháin about the launch of the podcast-enhanced Customer Experience programme. This is a podcast. You can ... QBC's Managing Director, Michael Byrne, talks to Conn Ó Muíneacháin about the launch of the podcast-enhanced Customer Experience programme. This is a podcast. You can download it, copy it and play it on the device of your choice, or simply click on the play button below to hear it play on your PC. podcast,,customer,experience Michael Byrne no No http://www.qbc.ie/2007/02/22/the-customer-experience-podcast/http://media.libsyn.com/media/imeall/edgecast-qbc-2007-02-20.mp3 Michael ByrnenonadultEmployee Engagement and Customer Experience