Tags |
|
|
Links |
|
|
Suggest You - Silly Service Has Its Serious Side: Test Your Customer Service Knowledge!
Manage Your Boss - And Get Ahead!
It's clear there are a number of common issues faced by business people across totally unrelated industries and environments. This series was created to provide some perspective and guidance to executives as they negotiate their way up the corporate ladder.In 2001, I started the consulting and coaching practice, which came to known as The Business Success Coach.net. I'd just finished working with a very large multinational firm owned by one of the largest companies in the world. With 25 years as an executive in various industries across the US and Canada; I'd managed startups and overseen layoffs of thousands of people.I had enough boardroom experience to be certain that many hassles faced by management today can be prevented.Choose y
ten wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.It's clear there are a number of common issues faced by business people across totally unrelated industries and environments. This series was created to provide some perspective and guidance to executives as they negotiate their way up the corporate ladder.In 2001, I started the consulting and coaching practice, which came to known as The Business Success Coach.net. I'd just finished working with a very large multinational firm owned by one of the largest companies in the world. With 25 years as an executive in various industries across the US and Canada; I'd managed startups and overseen layoffs of thousands of people.I had enough boardroom experience to be certain that many hassles faced by management today can be prevented.Choose y
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM re
Energy Trading and Reality Checks
When Enron bought up energy contracts and install them back to the state of California for five times their face value, it one of nearly bankrupt the state, it did bankrupt one major energy supplier. Yet, Enron is perfectly allowed to do this, based on the laws of deregulation of the energy industry passed in California. When California settled to pay Enron only 2 and a half times the cost, Californians were still hurt. In almost every trade journal, they talked about increasing energy costs in California for small, medium and large businesses. But Enron was not the only person did this; I remember reading about a company in Portland OR, a steel company that had a three-year contract to buy energy from a hydroelectric power plant in the Dalles in OR. Seei
Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are correct. When Enron bought up energy contracts and install them back to the state of California for five times their face value, it one of nearly bankrupt the state, it did bankrupt one major energy supplier. Yet, Enron is perfectly allowed to do this, based on the laws of deregulation of the energy industry passed in California. When California settled to pay Enron only 2 and a half times the cost, Californians were still hurt. In almost every trade journal, they talked about increasing energy costs in California for small, medium and large businesses. But Enron was not the only person did this; I remember reading about a company in Portland OR, a steel company that had a three-year contract to buy energy from a hydroelectric power plant in the Dalles in OR. Seei
1. A complaining customer is:
A. Always right
B. Almost right
C. Often lying
D. Always the customer
2. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your business or organization
3. The best reward for your customer service representatives is:
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments cause
B. Build customer loyalty
C. Are leaders in understanding customer behavior patterns and market research
7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments
8. A Call Center is defined as:
A. The midpoint in duration of a telephone call
B. A revenue sink hole
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company
KEY
1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM ref
Job Interviews: What to Wear
It takes between seven and seventeen seconds for a person to make an impression of us and much of that impression is based on how we look. It stand to reason, then, that what we wear to job interviews will make a far greater impact on our success than anything we're likely to say once those first crucial seconds have passed.Dress For the JobIf you're applying for a job as a sale assistant in a trendy boutique in a hip part of town, what you wear will need to be very different to what you'd wear when being interviewed for a job as a lawyer's personal assistant.By wearing what you believe you'd wear to work if offered the job, you're silently saying that you understand the position you're applying for and that you have the knowle
:It takes between seven and seventeen seconds for a person to make an impression of us and much of that impression is based on how we look. It stand to reason, then, that what we wear to job interviews will make a far greater impact on our success than anything we're likely to say once those first crucial seconds have passed.Dress For the JobIf you're applying for a job as a sale assistant in a trendy boutique in a hip part of town, what you wear will need to be very different to what you'd wear when being interviewed for a job as a lawyer's personal assistant.By wearing what you believe you'd wear to work if offered the job, you're silently saying that you understand the position you're applying for and that you have the knowle
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments cause
B. Build customer loyalty
C. Are leaders in understanding customer behavior patterns and market research
7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments
8. A Call Center is defined as:
A. The midpoint in duration of a telephone call
B. A revenue sink hole
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company
KEY
1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM re
10 Tips To Profit From A Resignation
Like it or not, the reality of running a business in today's world is that you will always have some people leaving to take up other job opportunities - no matter how great your staff retention strategies.But the way you handle a resignation can have a direct impact on how much staff turnover you experience thereafter. Handled the right way, a resignation is in fact a golden opportunity for you to actually reduce staff turnover. In the same way you that can profit from a customer complaint by handling it well, you can profit from a staff resignation by following the 10 tips below:1. Treat the individual in the same way you would want to be treated throughout.2. Don’t take it personally. They are jus
tomer loyaltyLike it or not, the reality of running a business in today's world is that you will always have some people leaving to take up other job opportunities - no matter how great your staff retention strategies.But the way you handle a resignation can have a direct impact on how much staff turnover you experience thereafter. Handled the right way, a resignation is in fact a golden opportunity for you to actually reduce staff turnover. In the same way you that can profit from a customer complaint by handling it well, you can profit from a staff resignation by following the 10 tips below:1. Treat the individual in the same way you would want to be treated throughout.2. Don’t take it personally. They are jus
C. Are leaders in understanding customer behavior patterns and market research
7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments
8. A Call Center is defined as:
A. The midpoint in duration of a telephone call
B. A revenue sink hole
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company
KEY
1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM re
Job Search 101
The whole job search effort is completely exhausting and at times just plain pathetic. It is what it is and if you are unemployed know that the job search experience is one familiar to everyone at some point and time, so don’t feel alone. One of the major mistakes many job seeks make is not being able to keep the whole job search experience organized. Remembering who you spoke to on what day, concerning what job can be a true “mission impossible.”There are a couple of things that can make the whole experience more palatable. Lighten up and write it all down.1. Write down all names, numbers, address, driving directions, phone and fax numbers associated with your job search. You never know when you will be able to help someone else find a
omers and your companyThe whole job search effort is completely exhausting and at times just plain pathetic. It is what it is and if you are unemployed know that the job search experience is one familiar to everyone at some point and time, so don’t feel alone. One of the major mistakes many job seeks make is not being able to keep the whole job search experience organized. Remembering who you spoke to on what day, concerning what job can be a true “mission impossible.”There are a couple of things that can make the whole experience more palatable. Lighten up and write it all down.1. Write down all names, numbers, address, driving directions, phone and fax numbers associated with your job search. You never know when you will be able to help someone else find a
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when they meet
D. An environment where customer service permeates the thinking of the entire company
KEY
1. D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM re
Job Search - How to Stay Positive Despite Job Search Setbacks
Losing your job can be devastating. You have to deal with loss of income, colleagues, perks (e.g. a company car) plus wondering how you will manage – when will you get another job, how will you cope financially etc. There is also the underlying feeling of rejection – rejection from the job you have lost, plus more rejection each time you don’t get a job you have applied for.The hardest part of job search is keeping up a positive attitude, and it’s imperative you do this!The whole process of job search can make people feel depressed so you need to take good care of yourself. If you do become run down it can affect you mentally, physically, and socially. It can show itself in both body language and tone of voice. This will greatly reduc
ten wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.Losing your job can be devastating. You have to deal with loss of income, colleagues, perks (e.g. a company car) plus wondering how you will manage – when will you get another job, how will you cope financially etc. There is also the underlying feeling of rejection – rejection from the job you have lost, plus more rejection each time you don’t get a job you have applied for.The hardest part of job search is keeping up a positive attitude, and it’s imperative you do this!The whole process of job search can make people feel depressed so you need to take good care of yourself. If you do become run down it can affect you mentally, physically, and socially. It can show itself in both body language and tone of voice. This will greatly reduc
2. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.
3. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company.
4. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs.
5. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.
6. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable!
7. D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company. Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.
8. D. Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success.
9. D. Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services.
10. D. Customer Service Culture is the infusion of service ideals into every department, from sales, shipping and receiving to legal, human resources and beyond.
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.suggestyou.com/article/15150/suggestyou-Silly-Service-Has-Its-Serious-Side-Test-Your-Customer-Service-Knowledge.html">Silly Service Has Its Serious Side: Test Your Customer Service Knowledge!</a>
BB link (for phorums):
[url=http://www.suggestyou.com/article/15150/suggestyou-Silly-Service-Has-Its-Serious-Side-Test-Your-Customer-Service-Knowledge.html]Silly Service Has Its Serious Side: Test Your Customer Service Knowledge![/url]
Related Articles:
Merger and Acquisition Databases
Designing a Brand for Your Business
Successful Job Interview Techniques
Bookmark it:
|