This document discusses the importance of customer service and employee commitment. It provides tips for motivating employees, such as getting excited yourself, hiring motivated people, measuring performance, and profit sharing. Good customer service experiences less stress and saves time. Keys to good customer service include listening, anticipating needs, making customers feel important, helping them understand systems, appreciating feedback, and treating employees well. Customer loyalty is more valuable than satisfaction. Employee loyalty is the foundation for customer loyalty.
Dealing with happy customers, clients and staff is enjoyable and rewarding. Helping those who are “not so happy” can be stressful, demotivating, and costly to a business if members of staff have not received training as to how to best handle demanding customers and difficult situations.
Dealing with happy customers, clients and staff is enjoyable and rewarding. Helping those who are “not so happy” can be stressful, demotivating, and costly to a business if members of staff have not received training as to how to best handle demanding customers and difficult situations.
Competencies of an ideal customer support agentFreshdesk Inc.
Here's a list of competencies we compiled of what we think an ideal support agent should have.
If you'd like to check out more tips in customer support, head to our blog - http://blog.freshdesk.com/ See you on the other side!
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
Very few things are quite as befuddling as those brands that claim to revere their customers but whose approach never seems to reflect their marketing. If their motto is ‘The Customer is King’, why do they act like the happiness of the customer doesn’t matter? It’s almost like most of their support training manuals are excerpts from some handbook with a name like ‘How to lose your customers and alienate your fans’ or ‘Increasing customer frustration for dummies’.
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
A futurist model on the economic impact of Respirocytes - Matt LeeburnMatt Leeburn
This paper has been written to gain a greater understanding of the cause and effect relationships of a theoretical nanotechnology, called a Respirocyte, on the economy. The result of this paper will give the reader a high level indication on some of the potential positive or negative effects of commercialisation of this technology, which can provide a basis for further thought on expediting or preventing certain variables over time.
Competencies of an ideal customer support agentFreshdesk Inc.
Here's a list of competencies we compiled of what we think an ideal support agent should have.
If you'd like to check out more tips in customer support, head to our blog - http://blog.freshdesk.com/ See you on the other side!
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
Very few things are quite as befuddling as those brands that claim to revere their customers but whose approach never seems to reflect their marketing. If their motto is ‘The Customer is King’, why do they act like the happiness of the customer doesn’t matter? It’s almost like most of their support training manuals are excerpts from some handbook with a name like ‘How to lose your customers and alienate your fans’ or ‘Increasing customer frustration for dummies’.
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
A futurist model on the economic impact of Respirocytes - Matt LeeburnMatt Leeburn
This paper has been written to gain a greater understanding of the cause and effect relationships of a theoretical nanotechnology, called a Respirocyte, on the economy. The result of this paper will give the reader a high level indication on some of the potential positive or negative effects of commercialisation of this technology, which can provide a basis for further thought on expediting or preventing certain variables over time.
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
2. Creative Pros have 2 things in common;
They care
They’re empowered
A good job doesn’t cut it anymore.
The prize goes to the trail blazers.
3. How do we get this level of commitment from
employees?
1. Get Excited – The first professional to motivate is
YOU!
2. Hire motivated people – “hire smart or manage
tough”
Indoctrinate new staff into the customer service culture
during orientation.
3. Measure – Measurements motivate in different ways.
Competitive; compete with self; non-competitive;
4. Institute profit sharing - What gets rewarded gets
repeated.
4. Most compelling reason for good customer
service:
When delivered, you experience less
stress, less hassle and grief from the
customer.
You can also save huge amounts of
time.
5. l. Know who is boss
ll. Be a good listener
lll. Identify and
anticipate needs
lV. Make customers feel
important and
appreciated
V. Help customers
understand your
system
Vl. Appreciate the
power of YES
Vll. Know how to
apologize
Vlll. Give more than
expected (lagniappe)
lX. Get regular
feedback
X. Treat employees
well
6. “Customer Satisfaction is Worthless; Customer
Loyalty is Priceless”
So says Jeffery Gitomer – paradigm shift
May be the first step, but the next step is to
shift the focus from loyal customers to loyal
employees.
The foundation for a loyal relationship begins
with the employee.
7. 5% of all communication is received as it was
intended (Helsinki School of Business Research
Study)
5 out of every 100 words are actually received
by the customer as the employee intended.
The source for many dissatisfied customers
begins with this first contact.
8. On hold too long
Previous problems with customer service
Perceived injustice
Legitimate service complaint
F. Scott Fitzgerald: “It’s not a slam at you when
people are rude, it’s a slam at the people
they’ve met before”.
What makes you angry as a customer?
9. Let them vent
Speak slowly in a low, resonant tone
“That is frustrating, isn’t it?” “I’d probably be
upset if that happened to me”.
Calming language – “OK, let’s start at the
beginning’.
10. Deal with the customer, not the problem
Exorcise your ego – You don’t have to be right.
Calm the customer, resolve situation
Hear the customer out – Let them vent!
Empathize – “I understand how you feel”.
Apologize – “I’m sorry this happened”.
Troubleshoot – How can we solve this?
11. Don’t get caught up in an argument
Take a few deep breathes
Isometrics or just walk around
Stare out into space…..
If you can keep it together throughout the rant,
you’ll see a turn around from before to after.
12. Direct and assertive – not combative
“I care very much about your problem, but
when you speak to me this way, I find it
difficult to focus on a solution.”
“I understand this is difficult for you. Let’s see
what we can do to fix the problem.”
13. Take Responsibility
Don’t place blame or speak bad about your
organization or another employee
Sincere apology
Thank customer for pointing out the problem.
14. “It’s against our policy”
“It’s against the rules”
Try this: “Oh, I’m so sorry. If I could do that
for you, I would. Let me tell you what I can
do”.
15. Simplicity
1st
impression is critical
Pleasantry, Brevity, Sincerity
Positive body language to attain the right
emotional state
Edge of chair, shoulders back, deep breathe,
smile, 2 rings, answer
No scripts – insincere, and irritating
“Westminster Community Services and
Recreation Department, this is Greg, how can I
help you?” or, “Good Morning, this is Greg!”
16. Customer complaints create profit
Complaints are like medicine – nobody likes them
but they make us better. More like preventative
medicine because they provide advanced warning
about problems.
Frank Layton quote –…” I don’t know and I don’t
care!”
People complain to front liners about 45% of the
time for service related issues. They complain to
management about 5%, and 50% just go away!
Complaining to people who act like they don’t care
ensures customer defection.
17. Resolving a complaint within 24 hours results
in 96% retention. For each day of delay, about
10% additional loss. (Sertec, Atlanta complaint
monitoring company)
Companies can boost profits 100% by retaining
5% more of their customers
(Reichheld and Sasser)
18. Treat them right, they’ll come back because
they like you;
If they like you, they’ll spend more money;
If they spend more money you want to treat
them better;
If you treat them better, they keep coming
back.
19. Give them:
What was promised
Knowledgeable help
Prompt, willing attention
Good treatment
20. Ignore them or treat them indifferently
Know too little about your classes, programs or
organization
Make excuses not to help
Treat them like numbers
Are cold, rude, unfriendly, impatient or
generally unpleasant
Talk down or make them feel ignorant or slow
Make promises that aren’t fulfilled
21. Walk a mile…
Do unto others
Shhhhhhhhhhhh!
Ask Questions
Involve them in the solution
Personalize, if possible
Thank them by name
22. Traditional customer contact – in person and
phone
Web Based – website, e-mail, chat, blogs
Must be able to communicate using customer’s
channel of choice
From costly phone calls to web-based
communications for basic information
Empower customers to find answers
conveniently
All staff need access to customer info
23. Through increased automation to reduce costs,
being a customer has become devoid of any
emotional value
Look for excuses to chat with customers;
customers crave human attention.
Forrester Research found 71% of on-line buyers
requested customer service by e-mail compared to
11% through web page FAQ’s.
Product-centric to customer-centric – Software
needs to be capable of easy store/retrieve of
customer history
24. “A lot of people have fancy things
to say about customer service,
including me. But it’s just a day-in,
day-out, ongoing, never ending,
unremitting, persevering,
compassionate type of activity”
Leon Gorman, President of L.L. Bean
25. Organizations that take
customer service seriously, and
approach it with passion and
zeal, are the organizations that
will prosper and continue to
stand out among their
competitors.