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Added for You - Customer Service? You Decide!
A new resume can jump-start your career. Your network contacts may ask for a resume and some industries absolutely, positively demand a resume as the price of admission.Does your resume come across as wimpy as a lettuce leaf -- the kind that hides under your salad and nobody notices? Create a powerful resume that demands to be noticed -- and earns kudos for great style.1. Your resume is a sales tool. It is not a place for therapeutic self-disclosure or true confessions. Be honest but present your accomplishments in the most positive way.2. Leave tricky
So customer service is both a process and a disposition. But it is more than that.
Customer service should not be done merely to give customers reasons t
Voice of the CustomerThe ‘Voice of the customer’ is a tool or process of gathering customer input about the proposed or existing services or products depending on the situation. If a company’s success depends on knowing what the customer wants, then it should develop products and services based on customer feedback, and this should be done sooner rather than later.Focus GroupsThe focus groups may be thought of as special purpose vehicles or mechanisms to facilitate understand the voice of customer better, organize the gathered data, evaluate the evolved
There are all sorts of seminars, workshops, classes and presentations that instruct participants how to serve customers in an outstanding, memorable manner. You’d think that with all these offerings and all the people attending them that customer service would be alive and well in this country. My experience is that true customer service is experienced less often than it should be, certainly less often than companies proclaim that it’s done. More often than not, I get the feeling that employees are doing me a favor by even talking to me, much less providing for my personal needs and addressing the primary reasons I even showed up in their place of business. Occasionally, I encounter a person who treats me in a genuine, warm and helpful way – and this is a refreshing experience.
What I have concluded is that customer service is a process that can be taught – employees can learn the steps that are necessary to meet customer requirements, demands, and needs. But customer service is also a disposition: just because you go through a process doesn’t mean that the result will be customer service that leads to customer loyalty. No approach or process can force a person to truly serve others in a helpful and courteous fashion if that person is not disposed toward being helpful and courteous toward others. Such a person would merely drag the customer through a pre-determined process in such a manner that the result would not be satisfying to the customer but rather irritating and perhaps infuriating.
So customer service is both a process and a disposition. But it is more than that.
Customer service should not be done merely to give customers reasons t
You are just about to leave university You are just setting out in the job market You have a number of hurdles to get over before you have the job you have been dreaming of. You find the thought of an interview daunting. You want to make a good impression and succeed!Creating a good impression at an interview isn’t rocket science. This article will help you face that all important interview with confidence.Remember most interviewers will have made their minds up in the first 2 minutes. Be on time, look the part and look as if you really want the job.<
There are all sorts of seminars, workshops, classes and presentations that instruct participants how to serve customers in an outstanding, memorable manner. You’d think that with all these offerings and all the people attending them that customer service would be alive and well in this country. My experience is that true customer service is experienced less often than it should be, certainly less often than companies proclaim that it’s done. More often than not, I get the feeling that employees are doing me a favor by even talking to me, much less providing for my personal needs and addressing the primary reasons I even showed up in their place of business. Occasionally, I encounter a person who treats me in a genuine, warm and helpful way – and this is a refreshing experience.
What I have concluded is that customer service is a process that can be taught – employees can learn the steps that are necessary to meet customer requirements, demands, and needs. But customer service is also a disposition: just because you go through a process doesn’t mean that the result will be customer service that leads to customer loyalty. No approach or process can force a person to truly serve others in a helpful and courteous fashion if that person is not disposed toward being helpful and courteous toward others. Such a person would merely drag the customer through a pre-determined process in such a manner that the result would not be satisfying to the customer but rather irritating and perhaps infuriating.
So customer service is both a process and a disposition. But it is more than that.
Customer service should not be done merely to give customers reasons t
If you’re anything like me, you do stupid things every day when, mercifully, there’s no one to see: tripping on flat surfaces, buttoning your shirt too quickly and putting the buttons in the wrong hole, getting lipstick on your teeth. But when you spend at least 40 hours of your week in the office, you’re guaranteed a public gaffe every now and then. I’ve perfected three failsafe moves to help you save face after a less-than-graceful workplace faux pas. Here they are in action.Face Saver #1: Act like nothing is wrongOn my third day of work at
What I have concluded is that customer service is a process that can be taught – employees can learn the steps that are necessary to meet customer requirements, demands, and needs. But customer service is also a disposition: just because you go through a process doesn’t mean that the result will be customer service that leads to customer loyalty. No approach or process can force a person to truly serve others in a helpful and courteous fashion if that person is not disposed toward being helpful and courteous toward others. Such a person would merely drag the customer through a pre-determined process in such a manner that the result would not be satisfying to the customer but rather irritating and perhaps infuriating.
So customer service is both a process and a disposition. But it is more than that.
Customer service should not be done merely to give customers reasons t
By now hopefully most managers and professional know that involving the right people in change initiatives is a key factor that will impact success. Involving those who work in the processes that will be impacted is crucial, as they will ultimately be responsible for carrying out the change on a day-to-day basis.However, how can we make sure we select the right people from the process? One way to look at it is to consider the model presented by Everett Rogers in his book “Diffusion of Innovations.”Consider the normal distribution, a bell-shaped curve that in
So customer service is both a process and a disposition. But it is more than that.
Customer service should not be done merely to give customers reasons t
Moving to another state meant finding a new dentist. I tried one a neighbor recommended who seemed friendly, competent and eager to please. But, I never went back. His office was a case study on the importance of little things.The coat hook was missing a screw and falling from the wall; waiting room magazines were outdated; the posted office hours were taped over with an index card and new hours written in marker; the credenza was overflowing with mail and claim forms. There are plenty of dentists to choose from, and while he might be a competent one, why chance it?<
So customer service is both a process and a disposition. But it is more than that.
Customer service should not be done merely to give customers reasons to come back. It should not simply be an attempt to provide for the material needs and wants of those who come into your business. Its intention should not be just to demonstrate a pleasing personality or a disarming disposition. Customer service, in other words, is not just a pleasant process that you put people through with the expectation that beneficial results – for both customers and the company – will be assured.
Certainly, customer service is all of that, but if it was only that then it would only be a means to manipulate customers into thinking well of us and buying what we had to offer simply by performing generic and expected civil behaviors. No, customer service is more than acting nice and saying that the customer is always right, even when clearly in the wrong. Customer service is a purpose, not just a process; it is a decision, not just a disposition.
The true intention of front line employees – those who deal with customers day in and day out – is revealed and demonstrated by the decisions they make throughout the day regarding:
1) how they will treat customers all day long
2) how they want to feel about themselves at the end of the day
3) how they want their customers to feel about themselves and about the company at the end of each interaction with them
4) how they see the purpose of their job and the steps they will take to accomplish it throughout the day
5) how they will work together with others on the team to perform at the highest level of caring and competence for their customers
This true intention is what customers are left with when they leave the establishment. It registers in their minds a
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