This newsletter from Taylor Performance Solutions provides tips for sales, service, leadership, training and job searching. It announces two upcoming events from the American Heart Association and American Society for Training and Development that focus on health, wellness and leadership skills. It also provides tips to avoid etiquette mistakes that could cost sales, such as arriving late or having a messy briefcase. Upcoming training workshops on career development and presentation skills are advertised.
The X Factor Firm, Hiring for Law Practice SuccessChelsey Lambert
The document provides information from The X Factor Firm on hiring for a law practice. It discusses common hiring mistakes to avoid, such as hiring out of desperation. It also outlines the costs of a bad hire, which can range from $25,000 to $150,000. The document then provides tips for defining the hiring needs and role, identifying ideal personality traits, crafting an effective job posting, and conducting an interview process that includes behavioral questions to make the best hiring decision.
This document discusses customer service excellence. It presents a pyramid organizational structure with customers at the top, followed by front-line staff, supervisors, management, and the CEO at the bottom. This structure emphasizes servant leadership where leadership exists to support all levels in serving customers well. The document then discusses keys to connecting with customers such as sincerity, empathy, and credibility. It provides guiding principles for customer service including treating every customer as the most important and viewing customer complaints as opportunities for improvement. Finally, it shares quotes from various leaders about the importance of customer service.
4-Step process to creating your own social media strategy for selling, including a look at specific ways to use popular social media sites to increase leads and sales.
How to Build Customer Service like Zappos by LessonlyLessonly
Zappos has excellent customer service due to their careful training process, which involves three key steps: 1) Building a pipeline of employees from entry-level to senior leadership so replacements are available when needed, 2) Taking four to seven weeks to thoroughly train all new hires, with a focus on customer service, and 3) Choosing training content wisely to ensure employees learn the most important concepts like company culture and customer happiness.
The document discusses strategies for improving contact center performance. It emphasizes the importance of culture, engagement, and empowerment of frontline agents. Key recommendations include ensuring all staff understand call center principles, providing positive coaching and feedback, investing in agent and manager development, and getting senior leadership involved in discussing culture.
This document provides information about an upcoming conference on managing the customer experience to be held from April 23-26, 2012 in Orlando, Florida. It includes details about early bird registration discounts, conference tracks on topics like strategic planning and social media, and keynote presentations. The exhibit hall information and schedule provide an overview of events, sessions, site tours and networking opportunities during the conference.
The book Turning Rants Into Raves provides strategies to help businesses improve customer service and deliver experiences that inspire customers to rave about the company through implementing five key principles: thinking like an owner, building relationships, removing roadblocks, walking in the customer's shoes, and capturing the customer's heart. The book uses fictional characters Rant and Rave to illustrate good and bad customer service behaviors and includes interviews with business leaders and employees to demonstrate how to apply the five principles to create loyal customers.
Mary Cruse's preso to HDI Orange County on 1/11/12.
"Do we do less because a customer is "just an employee"? Of course not. The IT infrastructure is critical to the business, and successful support is critical. This session will cover the link between IT support and the customer experience, the development of a culture that supports a positive customer experience, and the creation of a business plan that supports your efforts with the executive team."
The X Factor Firm, Hiring for Law Practice SuccessChelsey Lambert
The document provides information from The X Factor Firm on hiring for a law practice. It discusses common hiring mistakes to avoid, such as hiring out of desperation. It also outlines the costs of a bad hire, which can range from $25,000 to $150,000. The document then provides tips for defining the hiring needs and role, identifying ideal personality traits, crafting an effective job posting, and conducting an interview process that includes behavioral questions to make the best hiring decision.
This document discusses customer service excellence. It presents a pyramid organizational structure with customers at the top, followed by front-line staff, supervisors, management, and the CEO at the bottom. This structure emphasizes servant leadership where leadership exists to support all levels in serving customers well. The document then discusses keys to connecting with customers such as sincerity, empathy, and credibility. It provides guiding principles for customer service including treating every customer as the most important and viewing customer complaints as opportunities for improvement. Finally, it shares quotes from various leaders about the importance of customer service.
4-Step process to creating your own social media strategy for selling, including a look at specific ways to use popular social media sites to increase leads and sales.
How to Build Customer Service like Zappos by LessonlyLessonly
Zappos has excellent customer service due to their careful training process, which involves three key steps: 1) Building a pipeline of employees from entry-level to senior leadership so replacements are available when needed, 2) Taking four to seven weeks to thoroughly train all new hires, with a focus on customer service, and 3) Choosing training content wisely to ensure employees learn the most important concepts like company culture and customer happiness.
The document discusses strategies for improving contact center performance. It emphasizes the importance of culture, engagement, and empowerment of frontline agents. Key recommendations include ensuring all staff understand call center principles, providing positive coaching and feedback, investing in agent and manager development, and getting senior leadership involved in discussing culture.
This document provides information about an upcoming conference on managing the customer experience to be held from April 23-26, 2012 in Orlando, Florida. It includes details about early bird registration discounts, conference tracks on topics like strategic planning and social media, and keynote presentations. The exhibit hall information and schedule provide an overview of events, sessions, site tours and networking opportunities during the conference.
The book Turning Rants Into Raves provides strategies to help businesses improve customer service and deliver experiences that inspire customers to rave about the company through implementing five key principles: thinking like an owner, building relationships, removing roadblocks, walking in the customer's shoes, and capturing the customer's heart. The book uses fictional characters Rant and Rave to illustrate good and bad customer service behaviors and includes interviews with business leaders and employees to demonstrate how to apply the five principles to create loyal customers.
Mary Cruse's preso to HDI Orange County on 1/11/12.
"Do we do less because a customer is "just an employee"? Of course not. The IT infrastructure is critical to the business, and successful support is critical. This session will cover the link between IT support and the customer experience, the development of a culture that supports a positive customer experience, and the creation of a business plan that supports your efforts with the executive team."
The document provides 25 tips for maximizing customer service and sales. The core message is that customers will return if their needs are met. Some key tips include: 1) train customer service representatives to recognize customer satisfaction trends, 2) listen to customer feedback from CSRs and look for outdated processes, 3) make the customer experience as seamless as possible with clear menus and options. The overall guidelines emphasize putting customers first, continuous improvement, and empowering CSRs.
This document is a resume for Nick Mahoney that outlines his professional experience and education. It summarizes that he currently works as a Team Manager at Lloyds Bank where he is responsible for his team's performance and hitting targets. Previously he worked in several customer service and sales roles for companies like Conduit UK, Privilege, and Lloyds Bank. He demonstrates strengths in leadership, coaching, problem-solving, adaptability, and consistently meeting or exceeding targets. His education includes a 2:2 BA in Media Practice from the University of Glamorgan and various GCSE and A-Level qualifications.
Launch pad - build an accounting practice you can be proud of Practice Ignition
Revisit the presentation from Guy Pearson - the founder of interactive accounting + Practice Ignition on how to build a scalable, successful + high growth accounting practice.
Passion in Service
This document discusses the importance of passion in customer service and outlines AQ's solutions to help organizations develop passion among frontline staff. AQ believes that frontline staff who are passionate about serving customers can create exceptional customer experiences that drive repeat business and positive word-of-mouth. AQ works with companies to measure service quality, coach staff, and incentivize passion through customized programs aimed at continuously improving customer service.
This document provides information about employee assistance programs (EAPs) and promotes the EAP services offered by Center for Family Life and Recovery, Inc. (CFLR). It summarizes that EAPs began as programs to help employees with substance abuse and personal issues and have expanded to address various work and life concerns. It then describes CFLR's EAP services, which include short-term counseling, management consultations, training programs, and 24/7 support. The document emphasizes that CFLR is a local EAP provider that offers a personalized experience to address issues like stress, relationships, mental health, and job performance.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
A good job is hard to find, and a good employee is even harder to keep. Take your employees to the next level, and build a profit center around each department inside of your business. Join Tanya Reece to learn about the best scripts to use at the front desk. What tools are you providing your employees? Do they feel prepared to sell and market your brand? The first step is having the proper lingo in place.
The document describes a 6-month partner track program called The City Salon. The program is designed to help ambitious associates, directors, and consultants accelerate their progression to becoming partners. It focuses on developing an entrepreneurial mindset, commercial acumen, personal branding, selling skills, presence, and expanding one's network. The format includes seminar days, weekly conference calls, coaching sessions, and assignments. The program is led by Daniel Browne, an executive coach who has worked with various law, banking, and accounting firms.
The document discusses strategies for writing effective bad-news messages in business communications. It recommends a three-step writing process: planning, writing, and completing. When conveying bad news, writers should aim to gain acceptance, maintain goodwill, promote a good corporate image, and minimize future correspondence. The document outlines direct and indirect approaches to structuring bad-news messages and provides tips for each element, such as using a buffer at the beginning, stating reasons, focusing the bad news, and closing positively. It also gives examples of types of bad news that may need to be communicated, such as denied requests, organizational changes, and negative job reviews.
The document describes a training program implemented by a large restaurant chain that initially failed to improve customer service levels despite spending $1 million. An external consultant was brought in and identified the program as too "static", focusing only on the core training. The consultant developed a "Dynamic Training" approach that considered forces before, during, and after training to get natural inertia working for the goals. This included implanting a vision, building skills, and providing continuous reinforcement. When implemented, the Dynamic Training program significantly improved multiple metrics like customer satisfaction, average checks, and employee morale and retention.
Launch pad build a modern accounting practice (and not go bust in the process)Practice Ignition
Guy Pearson is the founder and CEO of Practice Ignition, an accounting firm focused on technology and client service. He has over 10 years of experience in accounting and has built Practice Ignition from the ground up while also bartending at nights. The key aspects of building a successful accounting practice that he discusses are defining a unique selling proposition, focusing on client needs, implementing scalable systems and technology, and making oneself obsolete by empowering staff. The presentation provides advice on topics like business models, pricing, growth strategies, and ensuring the practice can run without the owner.
1. The company spent $1 million on a waitress training program but customer satisfaction surveys showed no improvement in service levels afterwards.
2. An external consultant was hired to evaluate the failed training program. He found that the program was too "static" and did not account for dynamics before, during, and after training.
3. The consultant developed a "DYNAMIC TRAINING" program that considered these dynamics. It focused on continually impacting employees before, during, and after core training. This dynamic approach helped improve service levels, increase customer checks, boost employee morale, and decrease turnover according to subsequent surveys and reports.
Pathway2 work presentation- plan to become a successful work programme providerThe Pathway Group
plan to become a successful work programme provider, work programme provider training, work programme provider performance, improving performance as a DWP Work programme provider,work programme providers birmingham, work programme providers list
The document introduces the Cartridge Network, which welcomes new members each month to start their own ink and toner cartridge refilling business. It offers various levels of membership with training and equipment. Members can work from home or open their own storefront. The business model focuses on direct supplier relationships and customer service. Examples are given of successful member businesses.
Keeping customers happy is key to business success. Effective customer service means resolving issues at the first level of contact if possible. If unresolved, issues should be promptly escalated to experts or managers to find a solution. Companies should have clear escalation procedures to ensure issues are resolved and customers remain satisfied. Unresolved problems can damage brands as unhappy customers often stop doing business and spread negative word-of-mouth.
The document summarizes a presentation about becoming a usability coach to gain buy-in from clients and champions within organizations. It discusses the challenges of justifying usability work, the need for business acumen, and addressing new challenges like agile development. It then describes transformational coaching as helping others enhance their effectiveness in a way that helps both parties. The key aspects discussed are choosing a champion, integrating coaching into the five planes of user experience, and selecting the right timing within an organization.
Taylor Performance Solutions is announcing changes to reduce expenses and go paperless, including moving to a virtual office model by June 2011 and a new 800 phone number. They are also highlighting new and updated training programs being offered, such as presentation skills, business writing, sales negotiation, and leadership development workshops. All programs are customizable and many are now offered as webinars.
The document discusses framing life as a game by leveraging social media and game mechanics to encourage positive habits. It provides examples of apps and tools that can be used to:
1) Make desired habits into gameplay that provides immediate feedback to the player
2) Set achievable goals and provide context-based reminders to work towards goals
3) Populate goals by following programs created by experts to form foundational habits
4) Provide integrated tools that give feedback and incentives to track habits and practice them routinely.
The document provides 25 tips for maximizing customer service and sales. The core message is that customers will return if their needs are met. Some key tips include: 1) train customer service representatives to recognize customer satisfaction trends, 2) listen to customer feedback from CSRs and look for outdated processes, 3) make the customer experience as seamless as possible with clear menus and options. The overall guidelines emphasize putting customers first, continuous improvement, and empowering CSRs.
This document is a resume for Nick Mahoney that outlines his professional experience and education. It summarizes that he currently works as a Team Manager at Lloyds Bank where he is responsible for his team's performance and hitting targets. Previously he worked in several customer service and sales roles for companies like Conduit UK, Privilege, and Lloyds Bank. He demonstrates strengths in leadership, coaching, problem-solving, adaptability, and consistently meeting or exceeding targets. His education includes a 2:2 BA in Media Practice from the University of Glamorgan and various GCSE and A-Level qualifications.
Launch pad - build an accounting practice you can be proud of Practice Ignition
Revisit the presentation from Guy Pearson - the founder of interactive accounting + Practice Ignition on how to build a scalable, successful + high growth accounting practice.
Passion in Service
This document discusses the importance of passion in customer service and outlines AQ's solutions to help organizations develop passion among frontline staff. AQ believes that frontline staff who are passionate about serving customers can create exceptional customer experiences that drive repeat business and positive word-of-mouth. AQ works with companies to measure service quality, coach staff, and incentivize passion through customized programs aimed at continuously improving customer service.
This document provides information about employee assistance programs (EAPs) and promotes the EAP services offered by Center for Family Life and Recovery, Inc. (CFLR). It summarizes that EAPs began as programs to help employees with substance abuse and personal issues and have expanded to address various work and life concerns. It then describes CFLR's EAP services, which include short-term counseling, management consultations, training programs, and 24/7 support. The document emphasizes that CFLR is a local EAP provider that offers a personalized experience to address issues like stress, relationships, mental health, and job performance.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
A good job is hard to find, and a good employee is even harder to keep. Take your employees to the next level, and build a profit center around each department inside of your business. Join Tanya Reece to learn about the best scripts to use at the front desk. What tools are you providing your employees? Do they feel prepared to sell and market your brand? The first step is having the proper lingo in place.
The document describes a 6-month partner track program called The City Salon. The program is designed to help ambitious associates, directors, and consultants accelerate their progression to becoming partners. It focuses on developing an entrepreneurial mindset, commercial acumen, personal branding, selling skills, presence, and expanding one's network. The format includes seminar days, weekly conference calls, coaching sessions, and assignments. The program is led by Daniel Browne, an executive coach who has worked with various law, banking, and accounting firms.
The document discusses strategies for writing effective bad-news messages in business communications. It recommends a three-step writing process: planning, writing, and completing. When conveying bad news, writers should aim to gain acceptance, maintain goodwill, promote a good corporate image, and minimize future correspondence. The document outlines direct and indirect approaches to structuring bad-news messages and provides tips for each element, such as using a buffer at the beginning, stating reasons, focusing the bad news, and closing positively. It also gives examples of types of bad news that may need to be communicated, such as denied requests, organizational changes, and negative job reviews.
The document describes a training program implemented by a large restaurant chain that initially failed to improve customer service levels despite spending $1 million. An external consultant was brought in and identified the program as too "static", focusing only on the core training. The consultant developed a "Dynamic Training" approach that considered forces before, during, and after training to get natural inertia working for the goals. This included implanting a vision, building skills, and providing continuous reinforcement. When implemented, the Dynamic Training program significantly improved multiple metrics like customer satisfaction, average checks, and employee morale and retention.
Launch pad build a modern accounting practice (and not go bust in the process)Practice Ignition
Guy Pearson is the founder and CEO of Practice Ignition, an accounting firm focused on technology and client service. He has over 10 years of experience in accounting and has built Practice Ignition from the ground up while also bartending at nights. The key aspects of building a successful accounting practice that he discusses are defining a unique selling proposition, focusing on client needs, implementing scalable systems and technology, and making oneself obsolete by empowering staff. The presentation provides advice on topics like business models, pricing, growth strategies, and ensuring the practice can run without the owner.
1. The company spent $1 million on a waitress training program but customer satisfaction surveys showed no improvement in service levels afterwards.
2. An external consultant was hired to evaluate the failed training program. He found that the program was too "static" and did not account for dynamics before, during, and after training.
3. The consultant developed a "DYNAMIC TRAINING" program that considered these dynamics. It focused on continually impacting employees before, during, and after core training. This dynamic approach helped improve service levels, increase customer checks, boost employee morale, and decrease turnover according to subsequent surveys and reports.
Pathway2 work presentation- plan to become a successful work programme providerThe Pathway Group
plan to become a successful work programme provider, work programme provider training, work programme provider performance, improving performance as a DWP Work programme provider,work programme providers birmingham, work programme providers list
The document introduces the Cartridge Network, which welcomes new members each month to start their own ink and toner cartridge refilling business. It offers various levels of membership with training and equipment. Members can work from home or open their own storefront. The business model focuses on direct supplier relationships and customer service. Examples are given of successful member businesses.
Keeping customers happy is key to business success. Effective customer service means resolving issues at the first level of contact if possible. If unresolved, issues should be promptly escalated to experts or managers to find a solution. Companies should have clear escalation procedures to ensure issues are resolved and customers remain satisfied. Unresolved problems can damage brands as unhappy customers often stop doing business and spread negative word-of-mouth.
The document summarizes a presentation about becoming a usability coach to gain buy-in from clients and champions within organizations. It discusses the challenges of justifying usability work, the need for business acumen, and addressing new challenges like agile development. It then describes transformational coaching as helping others enhance their effectiveness in a way that helps both parties. The key aspects discussed are choosing a champion, integrating coaching into the five planes of user experience, and selecting the right timing within an organization.
Taylor Performance Solutions is announcing changes to reduce expenses and go paperless, including moving to a virtual office model by June 2011 and a new 800 phone number. They are also highlighting new and updated training programs being offered, such as presentation skills, business writing, sales negotiation, and leadership development workshops. All programs are customizable and many are now offered as webinars.
The document discusses framing life as a game by leveraging social media and game mechanics to encourage positive habits. It provides examples of apps and tools that can be used to:
1) Make desired habits into gameplay that provides immediate feedback to the player
2) Set achievable goals and provide context-based reminders to work towards goals
3) Populate goals by following programs created by experts to form foundational habits
4) Provide integrated tools that give feedback and incentives to track habits and practice them routinely.
Our company sells healthcare IT solutions directly to hospitals and clinics, who then provide the products to patients either for sale or rental. The products aim to keep patients at home and better communicate with healthcare providers, which can help eliminate re-admissions, save time, and reduce healthcare costs while improving quality of life. The company plans to spend heavily on advertising, promotions, and public relations to build customer demand for their products that range in price from $400 to $800.
The document describes a proposed robotic toilet bowl cleaner called The TTM Total Toilet Master. It would be environmentally friendly and about the size of a computer mouse. The startup aims to make toilet cleaning easier for consumers. Competitors like Clorox offer toilet cleaning products but not a robotic cleaner. The marketing strategy includes newspaper ads, coupons, and farmers markets. The startup budget and 3-year expenses and sales projections are provided.
India's premiere extreme metal band signed on Candlelight records that's making waves across the globe with appearance at Inferno Festival and Brutal Assault in 2010.
This document contains information about three local bakeries - Cupcake Royale, Wink Cupcakes, and Camano Island Coffee. Cupcake Royale offers organic cupcakes made by recent pastry graduates and coffee. Wink Cupcakes provides vegan and gluten-free options as well as wedding cakes. Camano Island Coffee sells high quality, responsibly sourced coffee and believes customers can make a difference through purchasing decisions. Brief descriptions of three coffee varieties are also included.
The document summarizes the top 10 things the author learned in an "i3cs21" course. Some of the key things learned include: 1) A wiki is a collaborative space for content, not a character from Wicked. 2) A blog is an interactive bulletin board organized by topics, not marshland. 3) Becoming a digital nation requires civic responsibility. 4) Teachers can use many Web 2.0 tools to enhance student learning. 5) Google Reader is a web feed aggregator. 6) YouTube allows learning anything by watching videos. 7) Facebook helps connect with people while Twitter allows sending and reading tweets. 8) One should think digitally. 9) Technological progress requires social consciousness. 10
The document summarizes the top 10 things the author learned in their "i3cs21" class. Some of the key things included:
1) A wiki is a collaborative space for content, not a character from Wicked.
2) A blog is an interactive bulletin board organized by topics, not marshland.
3) Becoming a digital nation offers opportunities but requires responsibility.
4) Teachers can use many Web 2.0 tools to enhance student learning.
5) Google Reader and YouTube were highlighted as useful tools.
6) Facebook is for social networking and sharing, while Twitter enables microblogging.
7) Thinking digitally and having social consciousness were important lessons.
La Real Sociedad juega en el estadio de Anoeta con la camiseta txuri-urdin, y Peña Mujika es parte importante de la historia del equipo y sus jugadores.
The document discusses store layout, design, and visual merchandising. It describes different types of store layouts including grid, racetrack, and free-form layouts. It also discusses elements of store atmosphere and design objectives. Key considerations for store layout include allocation of floor space, area mix, merchandise type and density, and prime locations for merchandise placement.
The document discusses an upcoming business competition and networking events. It provides details on the Step It Up competition, including eligibility, prizes, and judging criteria. The document also lists the dates and locations for upcoming Business Mixer networking events in November in Chicago, Phoenix, and Denver. The events will include discussions on business topics and the announcement of the competition winners.
(1) The document provides information about the 2012 AENC Annual Meeting being held June 10-11, 2012 in Greensboro, NC. It includes the schedule of events, session topics, speaker biographies, hotel information, and a registration form.
(2) The schedule includes general sessions, breakout sessions on topics like creating high energy websites and engaging employees, and social events like a welcome reception and after party. Breakout sessions will cover business models, legal considerations for contracts, and turning members into fans.
(3) Attendees can register for the full event or just a single day. Included in registration is Sunday brunch, breaks and receptions, and Monday breakfast
FES Financial Education Services, Specializing in educating families all across the U.S. Our goal is to rebuild families financial future through our educational information and services. United Credit Education Services. FES protection Plan, MyCare Plan, UltraScore, Life Lock and our Business Opportunity. Do you know anyone with less then perfect credit?
Terry Clancy is an experienced speaker, trainer, and author who specializes in ethics training for the insurance industry. He is the owner of Clancy Seminar Services, which offers various seminar series on topics like employee development, small business skills, and continuing education for insurance professionals. Clancy has over 20 years of experience in public speaking and training. Testimonials praise his ability to make learning fun and informative.
Power networking to find new business (short)GuideDotYou
Phil Parramore is a business mentor and advisor who has over 30 years of experience in both the public and private sectors. He has a master's degree from Leeds University and qualifications in project management, leadership, and equality and diversity. Parramore started his own business, GuideDotYou Change Solutions, to provide mentoring and workshops on business survival, growth, and success. In his presentations, he emphasizes the importance of networking but doing so in a strategic way by sharing goals and asking questions to find new opportunities that can help businesses avoid common pitfalls like lack of sales or leadership that can lead to failure.
1. The document outlines nine golden rules for successful selling, focusing on understanding the client and oneself.
2. The rules include listening to clients, asking open-ended questions, being flexible, having a clear objective, focusing on the client's needs and pains/gains, and taking responsibility for communication.
3. The document promotes a membership to an organization that provides sales training and expertise to increase members' sales confidence, skills, and profits.
The document provides tips from three successful entrepreneurs on growing their businesses:
Tony Chen of Arcc Offices discusses spending time on what matters most to customers, knowing customers' likes and dislikes, and customizing services. Jae Hun Lee of Rila Rila Corporation introduces new business concepts, gets to know customers well, and encourages sharing ideas. Siow Wen-Yee of FCC forgets rules to capitalize on strengths, exceeds customer expectations, and prepares for uncertainty.
Generation Y, those born between 1982-2000, now represents Australia's largest demographic at 4.67 million people. They make up 70% of workers in the hospitality industry and 80% of franchisees employ between 8 to 20 staff, meaning over 12,000 Generation Y staff are currently working in stores. Managing this generation effectively is important for business success as their performance and turnover can impact sales, costs and innovation. Focusing on developing a culture where they feel valued while allowing flexibility can help attract and retain Generation Y staff.
Alleghany Business 911 Customer Service & MarketingSandy Ratliff
The document provides tips for small business marketing and customer service. It recommends knowing your customers, becoming an advocate by resolving complaints, and showing you are listening. It also stresses the importance of teamwork for competitive advantage. The document then discusses traditional marketing methods like direct mail, promotions, and phone calls as well as electronic methods like websites, email, and social media. It addresses excuses for not using social media and argues that lines between personal and business networks are blurring so businesses need to engage on platforms like Facebook and Twitter.
Rico Peña is an entrepreneur, author, speaker and consultant who has started 4 successful companies. He specializes in consumer trends, human behavior and developing exceptional client experiences. Rico provides strategic consulting, sales training boot camps and workshops to help individuals and companies increase profits, productivity and results. He is currently the CEO and founder of Pena Global, which helps organizations improve sales, reduce stress and create viral desire for their products.
This document provides course information for continuing education at Normandale Community College. It begins with an introduction that tools and skills can help advance work and lives in complex times. The document then lists courses in categories such as business acumen, healthcare, technology, languages and career development. Specific courses are highlighted, including certificates in topics like data analysis, Lean Six Sigma, and designing webinars. The summary provides an overview of the document's purpose and structure without copying significant content.
The 5-day training program provides an overview of its daily activities which are aimed at helping participants with their job search and career success. The schedule includes sessions on building self-marketing skills, networking, resume and cover letter preparation, mock interviews, and goal setting. The document also discusses concepts like emotional intelligence, dealing with fears, and using accomplishments to showcase value to potential employers during the hiring process.
This document outlines 10 commandments for running a great call center. It discusses the importance of hiring the right cultural fit, using metrics to improve performance, establishing a strong company culture, empowering employees, holding employees accountable through goal setting, ongoing training, promoting a culture of customer service, ensuring employees experience the company's products, enforcing discipline policies, and fostering an attitude of gratitude towards customers.
Australian Not-for-Profit CIO Forum March 2011 - Rob LivingstoneLivingstone Advisory
Australian Not-for-Profit CIO Forum March 2011 - Presentation on The Importance of Mentoring to CIOs and IT Managers - Supporting sustained, positive transformational change in IT and Organisations
10 actions for facilities managers to improve job satisfactionMartin Leitch
Qualifications cost money and experience takes time, but these 10 low cost and timely actions will help facilities managers improve their job satisfaction
31 ways to deliver a dymanic sales presentationMilky Shawn
The document provides 31 tips for delivering dynamic sales presentations. Some key tips include learning about the customer's needs through open-ended questions, focusing on benefits rather than just features, believing in the product or service, differentiating yourself from competitors, and being enthusiastic. The document was adapted from a book that provides a blueprint for incorporating customer-focused selling strategies.
Quality Essay Writing Services. Online assignment writing service.Heidi Brown
The document provides instructions for using an essay writing service. It outlines a 5-step process: 1) Create an account, 2) Complete an order form providing instructions and deadline, 3) Review bids from writers and select one, 4) Review the completed paper and authorize payment, 5) Request revisions to ensure satisfaction and receive a refund for plagiarized work. The service aims to provide original, high-quality content through a bidding system and revision process.
1. Taylor Performance Solutions, Inc.
Supporting Your Success
www.taylorperformance.com
February 2011 Tips for Sales, Service, Leadership, Training and Job Search
In This Issue
Two Events Too Good to Miss - American Heart Association and American Society for Training and
Development
Customer Service Tip Corner - From Loyal to Livid
Sales Tip Corner - Gain the Competitive Edge
Dear Linda,
I hope you are having a strong start to 2011 and not experiencing too much snow fatigue!
Welcome to our quarterly newsletter. With each edition our goal is to provide relevant tips and ideas for sales,
service, leadership, training and job search that can help you maintain or enhance your competitive edge. The
articles in this newsletter are focused primarily on sales and service because this was a key focus for our clients
in 2010 and we see the trend continuing in 2011.
If you have requests for future articles, definitely let us know. And, for articles in previous newsletters, you can
visit Our Web Site Click Here.
Sincerely,
Linda Berke, President
Taylor Performance Solutions, Inc.
www.taylorperformance.com
linda@taylorperformance.com
(631) 465-2024
(800) 610-8170
Two Events Maintain the Competitive
Too Good to Miss
Edge
Learn, Support & Network
Don't Let an Etiquette Blunder
February 9, 2011 - 6 pm
"How to Look, Feel and Live Like a Leader" Cost You the
Hosted by the American Society for Training and Sale!
Development
Guest Speaker - Debi Silber, MS, RD, WHC - The Mojo
Coach
Ms. Silber is a master at showing others how to create
radiant health, wellness and happiness so they can
become their personal and professional best.
Courtyard by Marriott, Farmingdale, NY
Click Here for More Information -Long Island Chapter From the prospect's perspective,
of ASTD how we behave and how we look
when we conduct a sales call may
2. February 16, 2011 indicate how we will work with the
American Heart Association potential customer in the future. It
10th Annual Go Red for Women Luncheon doesn't take much to make small
changes that can bring significant
positive returns.
This yearly event raises awareness about
cardiovascular disease and is held at the Crest
Hollow Country Club in Woodbury, Long Island. I For Job Seekers - These tips also
am pleased to have been part of the luncheon apply to interviewing!
committee for this important social and
educational gathering of over 600 Long Islanders. Behaviors to Avoid
The event includes an elegant luncheon reception,
a silent auction, exquisite gift basket raffle Your behaviors affect how the
drawing and networking opportunities for prospect views you. The following
business people. You can also attend educational list of unprofessional behaviors can
sessions presented by recognized and cost you a new account or may
credentialed health care professionals. For tickets cause you to lose an existing
or more information, call Krystal Zalak at 516- customer.
450-9125 or go
towww.heart.org/longislandnygoredluncheon.com. Bring in a Half-Full Cup of
Let me know if you plan to attend so I can Coffee to the Sales Call - And
personally thank you for your support! then, ask the customer to throw it
out for you. This is an
aggressive/controlling behavior,
Upcoming TRAININGSHARE which can easily turn your
Public Workshops potential customer off. Find a
When we have multiple requests for the same
garbage can for your coffee, water
workshops such as Presentation Skills, Time or gum before you enter the
Management, Manager/Supervisor Skills and Train the prospect's office.
Trainers, we will schedule
a TRAININGSHARE™ workshop. We then invite
those individuals who made the initial inquiry toArrive Late for Meetings - This
register. After they register, we open the workshop to
shows total disrespect for the
the public. customer's/prospect's time. Always
try to arrive at the meeting 15
We are pleased to announce the minutes early. Not too early, as
followingTRAININGSHARE™ scheduled for March this causes added stress for your
2011. prospect because he/she knows
you are waiting. This might also
Next Step Career Workshop - March 14, 2011 - 9 give off the impression that you
am to 5 pm - Melville, NY are desperate.
Ideal program for anyone who is actively or passively Display a Messy Briefcase and
looking for a new job or a career change. The Difficulty Finding What You
interactive workshops focuses on three core areas: Need
For Full Article - Click Here
Resume Writing
Interviewing Skills
Job Search Methodology
3. Do you hire sales people?
The reduced fee of $125.00 includes the full day
session and a valuable resource manual. In addition,
If so, we would love your input
anyone who attends this workshop is eligib for
eligible
on the following questions:
reduced fees on individual job search coaching, resume
writing and TAYLOR online learning. For more
information or to register, call Christine at (800) 610- What are your thoughts on hiring
8170 or email christinem@taylorperformance.com. sales people with a client
following?
Presentation Skills for Speaking in Public - March What type of results have you
29, 2011 - 9 am to 5 pm - Melville, NY gotten when you did hire a sales
person with a following?
Click here to participate in the poll.
This workshop is ideal for anyone who wants to: All those who participate will
receive a report with
Overcome the fear of speaking in public the summary of responses.
Increase confidence when speaking to groups
Develop new skills to advance in your career
Polish your presentation skil
skills
Hiring Sales People with a Client
g
Following
The fee of $475.00 includes the full day session and a
valuable resource manual. In addition, anyone who
attends this workshop is eligible for reduced fees on Contact Us
individual coaching and TAYLOR online learning. For www.taylorperformance.com
more information or to register, call Linda at (800)
Lind
(800) 610-8170
610-8170 or email linda@taylorperformance.com.
8170
Loyal to Livid
68 S. Service Road, Suite 100
Don't Let This Happen in Your Organization! Melville, New York 11747
Save Did you know that all TAYLOR
I recently had an experience with one of my vendors that 20% Online Learning Solutions are
eligible for CEUs?
sparked the idea for this article. The chain of
events that occurred when I experienced a technical
problem proved to be a great example of how not to From now until April 30, 2011 -
treat one of your loyal, long time customers. Before we All current and former TAYLOR
go into the details, let me describe what it means to Performance Solutions, Inc.
have a LOYAL customer. clients are eligible for a 20%
discount on any of our online
learning center programs. The
Loyal Customers generally: programs can help you or your
Recommend your services to others without you employees build professional
asking for a referral. skills and earn CEUs. To
4. Give you feedback - both good and bad. receive the discount,
Tell you when there is a mistake and work with visit Online Learning Center,
you to fix it. choose a program and call
Make regular repeat purchases; purchase various (800) 610-8170, ask for Linda
products and services. and we will register you with
Call you first when they have an idea, even if they the discount. Or you can email
linda@taylorperformance.com.
are not sure if you provide the service/product.
Say "Not interested." when your competition calls,
and then call you to tell you that your competition
called them!
Having loyal customers is much better for your bottom
line than just having satisfied customers. And, increasing
your base of loyal customers, reduces instances when
customers become dissatisfied and leave without even
telling you why.
I was the ultimate loyal customer and did everything
listed above. However, with the following four actions,
my vendor turned me from Loyal to Livid and this is what
all organizations should NOT do:
Change the Rules - But Do NOT Tell the Customer
Make Sure CSRs Do NOT Listen and Do NOTHear
Dissatisfaction Cues
Change a Customer's Account Manager - But Do
NOT Tell the Customer
Keep Saying No
For Full Article describing how to maintain customer
loyalty, click here.
From Loyal to Livid