The Power of Soft Skills in Customer Relations.

In The Biz Podcast By Tany Mujikwa.Interview with The Sales Extraordinaire.(I.T.B.) Episode 60 Richard Blank. This Podcast was designed to be outlet for anyone that works in the Service Industry! We may not always have the opportunity to speak our minds when we are on the clock, so this podcast is our opportunity to kick back and let loose (Without getting fired!). In this Podcast we discuss current events and day to day, through the lens of the everyday folk. Your bartenders, your strippers, cooks, etc.... we represent You!So kick back, relax, and answer one simple questions for us. In The Biz is the premier service industry podcast where we share our stories and teach people about the ins and outs of the service industry. Along the way, we also interview the best in the biz.In the service industry, we keep the world moving and nobody knows us like US. We aim to help you navigate the industry so you can make some extra cash and keep your sanity while doing it!If you like this video, subscribe to the channel and make sure you hit that notification bell so you won't miss another video. Richard Blank “The Sales Extraordinaire” joins the show! He shares some of his expertise in the world of sales. He was also kind enough to give us a peek into the brand new restaurant he opened for his staff members! What a boss!! Check out the episode today! Childlike Creativity in Business I'd like to one day, but I think the first book I'm going to write would be a children's book because I am a child. Scientists say that one of the best ways to communicate with people is through play. And so if I can connect with people at, let's say, a 10 to a 12 year old level where it's not fantasy, but it's not reality, but a little bit of both where we can use our imagination, we can smile, we can have some candy and have a good time, then it works. Because having a pinball in a professional environment, some people say that's not correct. Well, do it your way. This is my company. I'd like to have the sweet and the sour. The sour is going upstairs to make phone calls if you have to. But the sweet side is that you have an environment that's beautiful and fun. But in regards to the book, my friend, today we're just here to share ideas. Ethical Communication and Soft Skills These are the sort of things where I'm not compromising any sort of ethics, values or morals. This is not boiler room time. I'm not going to teach you to lie on the phone. I'm not saying they do, but I'm not going to. I'm going to use specific diplomatic soft skills in order to move conversations forward to let you know I'm active listening. Absolutely. I'm not being slick. I'm being clever. That's what we're doing here. Full Steam Ahead: Staying the Course Sometimes you need to be selfish and sometimes you might disappoint people that love you the most. But if you're on a certain mission and your intentions are honorable with good faith, then I say full forward and full steam ahead. Absolutely. Because most people quit 80% in. And I guess I was crazy enough to go all the way just to see what happened. And look at us today. Dino worked out. Wow. That is impressive that you were able to do that. Future Aspirations: A Vision of Fulfillment and Joy In five years from now, I'd like to see myself as retired. That's number one. That's good. All right. But as I said before, I'd like to pick up the violin where I left off. I'd like to finish my children's books. I'd like to see my family more. You and I will be talking about 10 times we hung out and had great times together. Absolutely. I think I wanna carpe diem my life. I think I wanna, as Steve McQueen told Faye Dunaway in the original Thomas Crown Affair, I wanna wake up every day and just figure out who I want to be. I want every day to be a Saturday. I like that. And if it's just coming on the podcast or having a coffee with somebody or just taking a walk. But this is the one thing I'm definitely gonna be doing five years from now. I'm definitely gonna be still hitting the gym every day. That's number one. Yeah, I do that. And I'm definitely gonna be driving a convertible car. So that's my thing too. You know, I'm playing pinball. That's another thing I'm gonna be doing. So I don't think I'm gonna be changing. I'm just gonna be doing more of it. Influences and Experiences Shaping Communication Skills And to me, I like to thank each and every one of them personally, not through just an email. Yeah, absolutely. Well, let me ask you this. Have you taken any speech course or anything? Because the way you articulate your words is really good. Even the pauses I'm catching and I'm like, wow, this is really good. Have you ever taken any Toastmasters or anything like that? no but i can let you know some of my influences and my experiences if i could recommend three speakers that you should be watching would be basil ratbone back in the 40s and 50s yeah if you enjoyed the show remington steel with pierce brosnan or dirk benedict as templeton peck from the a-team yeah these people were excellent speakers but when i was in college i was an intern for telemundo for two years jay cohen was nice enough and generous enough to allow me to work with promotions and public relations. And during these years, I was able to meet work with a little bit Miguel Kitana, which was the top newscaster out of Los Angeles, their largest market. There was a gentleman by the name of Pedro Sefsec that was doing the talk shows in the 90s. I was across from Christina from Univision. And they would come out to Tucson all the time to work events. And since I was with Telemundo, I would go with them on the promotions and public relations events. Managing Business in a Strict Cultural Environment We don't do sports books, casinos, stocks, pharmacies, or sweepstakes. Not like what you've seen in the movies. I have nothing against that. In fact, it's quite entertaining. But we're in a very strict Catholic country. So I have to ensure two things. That I'm able to fulfill my clients' needs. And the agents would feel very comfortable doing what they're doing. And so those are the two things that we would be focusing on. The Importance of Language Skills in Business That's a fantastic question. Most people fear more than death. So I decided if I could do that, I'd probably get a job. But no, there are certain people in this world that can speak for others. In Spanish, they call them portables or locators. And you can make a living being an intermedio between people and being able to represent them properly like a lawyer could. So in my mind, I figured that by being here and working with English second language agents or a place where English is their second language, it was my responsibility to not only enrich myself with Spanish, but then teach the proper English with not only grammar, but certain sort of vocabulary, just so they can have more meaningful conversations and avoid any sort of conflict management. And conflict management, you know, that can happen at bars and restaurants. The Power of Soft Skills in Customer Relations Like as far as, you know, like you said before, you worked at a couple of different places. What are some of the skill sets that you've kind of seen that kind of translate and making that call center business that you have happen? I've seen the greatest public relations specialists working at bars and restaurants, people that know people's names, besides what they want to drink or what they want to eat, knowing when to pick them up, ask the following question. They always say bartenders are your best friends and the best psychiatrists. So let's give kudos where kudos is. In my mind, that people on and off the phone can control conflict management. There are certain sort of soft skills that people can use in order to reduce any sort of defense mechanisms. I'll give you a perfect example. A lot of the times on the phone, people use the word help. Absolutely and that's okay but it could create a rabbit hole my suggestion is to pull out the thesaurus and find words similes like assist guide lend a hand those are certain words where it's the same message but a little bit of a different delivery it's a little bit more diplomatic And that can move a conversation along. https://youtu.be/jVyQocnL9Q8 https://youtu.be/X_Ns29TpvmM https://youtu.be/U4uN9C4P-kk https://youtu.be/7mmKQ6vWY1Y https://youtu.be/VYX-YmsSZ_g https://youtu.be/KwYZEbKfhlg https://youtu.be/DOnzidCGQA4 https://youtu.be/hLWMpRr2rTA Tany Mujikwa (The POD-iologist) “In The Biz” platform mission is to provide people with the knowledge they need to be successful in and out of the service industry. In creating The Biz platform, founder Tany Mujikwa saw a need for this type of resource. He has extreme experience in every aspect of the service industry and saw firsthand how difficult it could be to navigate it, especially without the know-how of how the industry truly works. Tany Mujikwa, the founder of In The Biz, has over 15 years of experience in the customer service industry. With this wealth of experience, Tany has created a platform that helps individuals learn about various aspects of the service industry. Tany Mujikwa started the podcast with a couple of his friends as simply a way to vent about the day-to-day struggles people face in the service industry. This podcaster discusses industry topics and highlight businesses and individuals making a difference in the world. When Tany Mujikwa started his podcast, In The Biz, he had no idea its impact on people’s lives. He soon realized that he was making a difference in the world by building a community around his show. Tany Mujikwa, the founder of ITB, decided to transition into making it not just a brand but also a platform that would help people manage their careers in the service industry. Tany’s experience in the service industry inspired him to create this much-needed resource for others. According to Tany Mujikwa, “My friend says I’m an awesome teacher and communicator. I have heard this since the 6th grade. Truthfully speaking, It would be selfish If I only focused on my success and neglected to use my natural gifts to help other people. I was built and born to be a coach. That is why I started ITB. I wanted to help others like me get a better hold on the service industry to accelerate their careers.” In today’s business world, knowing how to make more money at work is more important than ever. With In The Biz, Tany Mujikwa teaches individuals how to navigate the in’s and outs of the service industry. From courses and ebooks on how to make more money at work, on side hustles, and setting up one’s own business to training on e-commerce, funnel integration, website building, and more, this guidance counselor has everything one needs to make more money in their career. Tany Mujikwa understands that the service industry is extremely competitive and getting great training and reliable information is hard to move up the ranks is hard. That is why he hopes In The Biz can help as many people in this industry as possible. Richard’s vision quest journey is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #InTheBizPodcast #TanyMujikwa #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #inthebizpodcast In The Biz Podcast, Tany Mujikwa, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer, https://youtu.be/jVyQocnL9Q8