Customer service can be a great way to both gain as well as retain customers. While we often think of service only after a transaction, it actually starts long before and goes on forever. It is a key marketing tool.
Understand what networking is and how It can contribute to business and personal success. View some tips on how to make your networking more effective.
As leaders of volunteer engagement we want to share the impact volunteers have in our organization and in the community, but often the information we track doesn’t help us tell that story - The real story of volunteer engagement is so much more than the number of volunteers and hours served.
In this workshop Jennifer will discuss gathering the right information to inform your story and the key components to good storytelling. She'll also share how to build support and buy-in for the work volunteers do through compelling storytelling, and how to engage other staff – paid and volunteer – in this work.
During this workshop participants will be asked to explore how they tell the story of volunteer impact in their organization now, and through facilitated group discussion and brainstorming create a story that more accurately shares the work that volunteers do, identify what information could quantify or qualify the impact of that work, and leave with a worksheet and resources to begin telling and sharing that story.
Build Staff Buy-in for your Volunteer Engagement ProgramVolunteerMatch
Is your organization open to engaging volunteers in new ways? Often one of the biggest challenges to a new model of volunteer engagement is the resistance of paid staff. Often attitudes and fears of our co-workers prevent us from expanding the work that volunteers do. But, if you've never worked with volunteers before, it can be scary. In this webinar we'll discuss strategies for working with paid staff to engage volunteers. We'll cover what you can do to alleviate some of those fears, strategies for working within a Union environment, and how you can train and support your coworkers as they become responsible for managing volunteers.
You want to share the impact volunteers have in your organization and in the community, but often the information you track doesn’t help you tell that story. This webinar will help you move past number of volunteers and number of hours and start telling the real story. You'll learn about information gathering and the key components to good storytelling, how to evaluate your current measurements and how to build support for a more thorough measurement and evaluation program, and how to engage other staff – paid and volunteer – in this work. You'll also receive a worksheet to help you begin to tell the story of volunteer impact in your organization. (last slide of the deck)
Succesfully Implementing Volunteer Program ChangesVolunteerMatch
What should you do when it’s time to change the policies and procedures that govern or guide the volunteers that work with your organization? How can you create a culture of inclusion and get buy-in for those new policies? This training will give you the tools to approach program changes in a strategic way. We will also cover what to do if volunteers either can’t or won’t adopt the policies, how to manage that situation, and what to do if ultimately you need to ask a volunteer to leave.
Moderated discussion topics include current communications around volunteer policies, evaluating volunteer conflict resolution policies and what they should cover, and challenges around dismissing volunteers.
Volunteer recognition programs your employees will love - March 2015 Voluntee...VolunteerMatch
Employee volunteers who go above and beyond deserve recognition. Rewards and awards programs offer your employees incentive to get involved, fun competition with their coworkers, and a feeling of being appreciated.
But we think these volunteer champions deserve something more than a free t-shirt. In this month’s Best Practice Network (BPN) Webinar, we’ll hear from Nationwide and AT&T – two companies that get creative with their employee recognition programs. They’ll inspire you to start your own unique reward practices.
Oh, and we’ll be doing things a little differently this month. We’re excited to announce “Bite-Sized BPNs”: The same great information packed into half the time. Pairs well with coffee, lunch, or snack breaks.
Understand what networking is and how It can contribute to business and personal success. View some tips on how to make your networking more effective.
As leaders of volunteer engagement we want to share the impact volunteers have in our organization and in the community, but often the information we track doesn’t help us tell that story - The real story of volunteer engagement is so much more than the number of volunteers and hours served.
In this workshop Jennifer will discuss gathering the right information to inform your story and the key components to good storytelling. She'll also share how to build support and buy-in for the work volunteers do through compelling storytelling, and how to engage other staff – paid and volunteer – in this work.
During this workshop participants will be asked to explore how they tell the story of volunteer impact in their organization now, and through facilitated group discussion and brainstorming create a story that more accurately shares the work that volunteers do, identify what information could quantify or qualify the impact of that work, and leave with a worksheet and resources to begin telling and sharing that story.
Build Staff Buy-in for your Volunteer Engagement ProgramVolunteerMatch
Is your organization open to engaging volunteers in new ways? Often one of the biggest challenges to a new model of volunteer engagement is the resistance of paid staff. Often attitudes and fears of our co-workers prevent us from expanding the work that volunteers do. But, if you've never worked with volunteers before, it can be scary. In this webinar we'll discuss strategies for working with paid staff to engage volunteers. We'll cover what you can do to alleviate some of those fears, strategies for working within a Union environment, and how you can train and support your coworkers as they become responsible for managing volunteers.
You want to share the impact volunteers have in your organization and in the community, but often the information you track doesn’t help you tell that story. This webinar will help you move past number of volunteers and number of hours and start telling the real story. You'll learn about information gathering and the key components to good storytelling, how to evaluate your current measurements and how to build support for a more thorough measurement and evaluation program, and how to engage other staff – paid and volunteer – in this work. You'll also receive a worksheet to help you begin to tell the story of volunteer impact in your organization. (last slide of the deck)
Succesfully Implementing Volunteer Program ChangesVolunteerMatch
What should you do when it’s time to change the policies and procedures that govern or guide the volunteers that work with your organization? How can you create a culture of inclusion and get buy-in for those new policies? This training will give you the tools to approach program changes in a strategic way. We will also cover what to do if volunteers either can’t or won’t adopt the policies, how to manage that situation, and what to do if ultimately you need to ask a volunteer to leave.
Moderated discussion topics include current communications around volunteer policies, evaluating volunteer conflict resolution policies and what they should cover, and challenges around dismissing volunteers.
Volunteer recognition programs your employees will love - March 2015 Voluntee...VolunteerMatch
Employee volunteers who go above and beyond deserve recognition. Rewards and awards programs offer your employees incentive to get involved, fun competition with their coworkers, and a feeling of being appreciated.
But we think these volunteer champions deserve something more than a free t-shirt. In this month’s Best Practice Network (BPN) Webinar, we’ll hear from Nationwide and AT&T – two companies that get creative with their employee recognition programs. They’ll inspire you to start your own unique reward practices.
Oh, and we’ll be doing things a little differently this month. We’re excited to announce “Bite-Sized BPNs”: The same great information packed into half the time. Pairs well with coffee, lunch, or snack breaks.
Join this free webinar to learn more about social media, and how you can use social media tools to increase your volunteer engagement and expand your volunteer recruitment.
Volunteer engagement is changing. What do you need to know about social media as a volunteer program manager? How can you use social media to promote your volunteer opportunities and recruit volunteers? This webinar will offer an introduction to including social media in your volunteer recruitment and retention plans. You'll see examples of Twitter, Facebook and YouTube pages, as well as blogs that other nonprofits have successfully used to draw attention to their organizations and volunteer opportunities.
You'll also learn about the social media tools available as part of your VolunteerMatch account that can help you promote your volunteer opportunity on other social networking sites.
VolunteerMatch is here to help make it easy for you to recruit volunteers, manage existing volunteers, and promote your organization.
Measuring Success: How to Strategically Assess Your ProgramVolunteerMatch
Your volunteer engagement program can be measured by more than just the hours a volunteer gives your organization. What other kinds of information should you keep track of, and how do you know if you're doing a good job with your volunteer engagement program? This webinar will help you think through both the quantitative and qualitative information you can use to evaluate your program.
I gave this presentation on 4/15/14 to a group of law students interested in learning more about networking and personal branding basics. Folks are free to use or disregard this presentation as they like. Feedback, criticism, or disagreement is appreciated.
How to Make Volunteering Work for All Your EmployeesVolunteerMatch
On June 13, 2017, VolunteerMatch and Bright Funds teamed up to discuss how to create a multi-faceted corporate volunteer program to engage all employees.
Creating successful partnerships with vendors and start upsBrian Pichman
Managing a partnership with vendors is a more effective strategy than building the typical client vendor relationship. A partnership is working together while a typical relationship is more just exchanging cash with product. Join Brian Pichman from the Evolve Project has he coaches you through building a strategic partnership with vendors, aligning yourself with start-ups, and working towards building a more focused approach in your day to day purchases. Brian will talk about the importance of win-win negotiation, networking, and how to work with your community to find extra funding, resources, or new programming ideas.
Social Selling with Ice Breakers, how to fill your funnel and pipeline with new opportunities. Learn how to leverage linkedin and twitter in the b2b sales space. You can find a recording of this presentation on YouTube MaverickMethod channel. Please connect with me on linkedin and twitter.
These slides walk you through:
* How to identify people you should be meeting
* How to build reciprocity into every encounter
* How to maintain and nurture an established network
Integrating Virtual Opportunities and Remote Volunteers into your Volunteer P...VolunteerMatch
Managing remote volunteers can be challenging - how do you supervise, evaluate, or recognize the work of a volunteer you never meet face to face? The good news is that now, with an ever growing set of online tools, building an online community and connecting with someone across miles (or continents) is easier. In this webinar Jennifer Bennett and Deanna Cole will discuss best practices for creating meaningful relationships with remote volunteers, including building and empowering remote teams, managing projects by letting go but not checking out, and creating a two-way communication plan to share the work of remote volunteers with the organization and share what's happening at the organization with remote volunteers. While it is strongly encouraged and extremely beneficial to attend both Part I and Part II of this series, attending both is not required.
Check out these 10 tips for effective networking at events and conferences. You'll learn how to present yourself, approach other people, lead a meaningful conversation and create connections.
To learn more about events, go to http://blog.sli.do/ or https://www.sli.do
Power of Networking for Entrepreneurs - GEWQatar 2015Emad Saif
This presentation/workshop was delivered as part of Global Entrepreneurship Week in Qatar to tackle the importance of networking with a focus on entrepreneurs. It covers the importance of networking for entrepreneurs, provide some valuable networking tips and finally a tool to help maintain and grow connections in a personal network.
This PowerPoint presentation shows you how to get a regular constant stream of warm qualified referrals and what to do and say at Business Networks that will get you noticed and listened to. Please take a look and let me know what you think. I sincerely hope it helps you take your business to the next level.
Join this free webinar to learn more about social media, and how you can use social media tools to increase your volunteer engagement and expand your volunteer recruitment.
Volunteer engagement is changing. What do you need to know about social media as a volunteer program manager? How can you use social media to promote your volunteer opportunities and recruit volunteers? This webinar will offer an introduction to including social media in your volunteer recruitment and retention plans. You'll see examples of Twitter, Facebook and YouTube pages, as well as blogs that other nonprofits have successfully used to draw attention to their organizations and volunteer opportunities.
You'll also learn about the social media tools available as part of your VolunteerMatch account that can help you promote your volunteer opportunity on other social networking sites.
VolunteerMatch is here to help make it easy for you to recruit volunteers, manage existing volunteers, and promote your organization.
Measuring Success: How to Strategically Assess Your ProgramVolunteerMatch
Your volunteer engagement program can be measured by more than just the hours a volunteer gives your organization. What other kinds of information should you keep track of, and how do you know if you're doing a good job with your volunteer engagement program? This webinar will help you think through both the quantitative and qualitative information you can use to evaluate your program.
I gave this presentation on 4/15/14 to a group of law students interested in learning more about networking and personal branding basics. Folks are free to use or disregard this presentation as they like. Feedback, criticism, or disagreement is appreciated.
How to Make Volunteering Work for All Your EmployeesVolunteerMatch
On June 13, 2017, VolunteerMatch and Bright Funds teamed up to discuss how to create a multi-faceted corporate volunteer program to engage all employees.
Creating successful partnerships with vendors and start upsBrian Pichman
Managing a partnership with vendors is a more effective strategy than building the typical client vendor relationship. A partnership is working together while a typical relationship is more just exchanging cash with product. Join Brian Pichman from the Evolve Project has he coaches you through building a strategic partnership with vendors, aligning yourself with start-ups, and working towards building a more focused approach in your day to day purchases. Brian will talk about the importance of win-win negotiation, networking, and how to work with your community to find extra funding, resources, or new programming ideas.
Social Selling with Ice Breakers, how to fill your funnel and pipeline with new opportunities. Learn how to leverage linkedin and twitter in the b2b sales space. You can find a recording of this presentation on YouTube MaverickMethod channel. Please connect with me on linkedin and twitter.
These slides walk you through:
* How to identify people you should be meeting
* How to build reciprocity into every encounter
* How to maintain and nurture an established network
Integrating Virtual Opportunities and Remote Volunteers into your Volunteer P...VolunteerMatch
Managing remote volunteers can be challenging - how do you supervise, evaluate, or recognize the work of a volunteer you never meet face to face? The good news is that now, with an ever growing set of online tools, building an online community and connecting with someone across miles (or continents) is easier. In this webinar Jennifer Bennett and Deanna Cole will discuss best practices for creating meaningful relationships with remote volunteers, including building and empowering remote teams, managing projects by letting go but not checking out, and creating a two-way communication plan to share the work of remote volunteers with the organization and share what's happening at the organization with remote volunteers. While it is strongly encouraged and extremely beneficial to attend both Part I and Part II of this series, attending both is not required.
Check out these 10 tips for effective networking at events and conferences. You'll learn how to present yourself, approach other people, lead a meaningful conversation and create connections.
To learn more about events, go to http://blog.sli.do/ or https://www.sli.do
Power of Networking for Entrepreneurs - GEWQatar 2015Emad Saif
This presentation/workshop was delivered as part of Global Entrepreneurship Week in Qatar to tackle the importance of networking with a focus on entrepreneurs. It covers the importance of networking for entrepreneurs, provide some valuable networking tips and finally a tool to help maintain and grow connections in a personal network.
This PowerPoint presentation shows you how to get a regular constant stream of warm qualified referrals and what to do and say at Business Networks that will get you noticed and listened to. Please take a look and let me know what you think. I sincerely hope it helps you take your business to the next level.
Learn about why you need to network. And then get some tips on how to do it, or do it better. Finally, understand how networking can be done face-to-face or online.
Crafting the Message: Getting Action OnlineGlenn Muske
Examining your message, landing page and call-to-action for your online marketing effort. 1st webinar in 3-part series. Link is at: https://connect.extension.iastate.edu/p3oxcz9xt56/?launcher=false&fcsContent=true&pbMode=normal . Next sessions will examine Blogging and Use of Video.
Become an effective networker both online and off. Come prepared, know what you want to achieve and what networking can offer, and examine the follow up steps you should do.
Social Media: Helping Customers Find the Farmer (part 2)Glenn Muske
Online tools can be very helpful in marketing to consumers. There also is a wealth of online information that can help small farmers run a more efficient business.
Report on A/B title testing of educational videos and materials for small business owners and entrepreneurs. Goal is finding the best way to help the owner start and grow the business.
Marketing your farm is crucial for success. Social media marketing adds another tool, along with traditional marketing avenues and yourself, as a way to get the word out.
A lecture given to nurse practitioners, physician assistants and others on pain management. The aim of the talk is to review:
1- the principles of effective pain management;
2- the knowledge and/or resources to assist in indentifying patients at high risk for substance abuse, and
3- the importance of counseling patients about the side effects, addictive nature and proper storage and disposal of prescription medications.
*Disclaimer: Case presentation is made up of a combination of cases, and does not reflect the case of any one particular patient.
How Loyal Are Your Customers? - webinarG&A Partners
The challenge for the 21st century is moving beyond customer satisfaction. Suzanne Chambers discusses how to use customer service to your advantage during an economic downturn, improving the ways you speak to your customers, and meeting and exceeding customer expectations.
We are living in the era of buyers market. we Know customer is God. Then we should clearly know how to treat a customer or how to delight a customer. Here Green wind solutions Training professionals introduce the updated training module in Customer Service. We are happy to know your feedback.Green wind is offering a wide range of services and solutions which are powered with the latest technologies by specialized professionals. Green wind Solutions is a private limited company incorporated under the company Act in the cultural city of Kerala, Thrissur.We have lasting solutions in Corporate consultancy Finance Human Resource Marketing Brand Building Training and Development Social Media Marketing Creative agency Advertisement Counseling programs.
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.
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
This PPT covers the basics of customer delight for any service based industry. Please read the notes section to know further. For more activity based content pls write to melwani.jharna@gmail.com
The Value of Developing Relationships in SellingJames Muir
Presentation given in 2012 to the NextGen Healthcare national sales force. On the value of developing relationships and genuinely providing value for clients.
Family Business Contributions to Sustainable and Entrepreneurial Rural Commun...Glenn Muske
Family businesses are a critical component to rural economies and making rural a place to live. This material offers a first report on the fourth wave of data studying the success and sustainability of rural businesses.
Visual Merchandising: The Silent SalespersonGlenn Muske
Wouldn't you like to add another salesperson to your staff without adding additional expense. You can do that with your visual merchandising efforts. Here is some information to help you do just that.
Social Media: Helping Customers Find the Farmer (part 3)Glenn Muske
Online tools can be very helpful in marketing to consumers. There also is a wealth of online information that can help small farmers run a more efficient business.
Don't let lack of time or fear stop you from using social media. This presentation looks at ways to make it less scary. We also suggest where you can find sources of content.
Marketing is everything you do, whether your efforts are one-on-one, traditional marketing or online marketing. And ecommerce is just part of that effort.
Getting more from your $20 or how to say no might be two other titles for this session which discusses how the donations made by your business need to be focused and how to include them in your marketing efforts.
Small Business and Community: What They Bring and How We Can SupportGlenn Muske
Small businesses and their place in the economy. A look at what they offer. Also a comparison of entrepreneurs and small business owners. Finally, a look at what Extension and other agencies/groups can do to build this economic sector. Some data specific to ND
As part of a multi-week session looking at safely growing, processing, and selling ND specialty crops, this session focused on reaching an audience through marketing. Three aspects of marketing were focused on - you, the owner; online; and traditional media.
Holding effective family meetings is crucial. Yet families and businesses are 2 different systems with different goals and objectives. Presentation includes tips on having effective meetings for this type of business.
What Family Businesses Face in the Bakken and How They RespondGlenn Muske
Rapid economic growth can cause disruptions for business owners just as disasters can. This is an initial report looking at what businesses impacted by the ND oil boom have faced and how they have responded.
10 things to Know Before Starting a Biz - SCORE WorkshopGlenn Muske
Having your own business is a dream of many. It can mean freedom, a chance to be creative, control, and making money. To be successful, it helps to consider certain aspects of business ownership upfront. Take a look at what some of these issues.
2014 eXtension Conference - Business Continuity for Small Businesses Glenn Muske
Small businesses are vulnerable to a disaster. Planning can help them ensure an on-going enterprise. Learn about tools available and how businesses have used such tools.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
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.
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.
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.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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.
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/
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
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Customer Service: Gain and Retain Customers- Bowman, 2016
1. Glenn Muske
Rural and Agribusiness Enterprise Development Specialist
Glenn.Muske@ndsu.edu
October, 2016
Service:
A Tool for Gaining and Retaining Customers
Bowman, ND
2. 5 Things Customers Most Often
Discuss with Friends, Relatives and
Just About Anyone
5. Low quality of goods and services
4. Price
3. Hidden information and costs
2. Inaccessibility
1. Service including:
• Not listening
• Unresolved issues
• Rude staff or no staff
• Not keeping promises
• Poor signage
• Messy store
3. Traditional Marketing Online Marketing
PR
Paid
Promotion
Distribution
Channels
Customer
Service
Visual
Mix
One-on-one &
Networking
Word-of-
mouth &
Reviews
Reputation
YOU
Marketing
4. Customer Service = Customer Satisfaction
•Gaining the Customer
• Good service gets talked about – Your customer is your ambassador
• Good service will bring the first-timer back to see if this was a one-time event
or if it continues.
• The “WOW” experience good but fades if only a one-time event
• Mark Twain – “Always do right! This will gratify some people and astonish the rest.”
•Retaining the Customer – Why?
• 80/20 rule
• Expense
• $20-$50 to gain a new customer
• $1-$3 to retain an existing customer
• Ability to learn more about them
• Make new ambassadors
5. Write down an example of
a missed customer service
experience you have
experienced.
Write down an example of
one great customer
service experience.
6. Steps in the Consumer Buying Behavior
Need recognition/Problem identification
Information Search
Alternative Evaluation
Purchase Decision
Post-Purchase Behavior
7. Consumer Buying Behavior Steps
Need recognition/Problem identification
Information Search
Alternative Evaluation
Purchase Decision
Post-Purchase Behavior
8. Customer Service includes:
• After purchase support
• Warranty/Guarantee
• Refunds
• Tips and ideas how to use
• Product updates
• Staying in touch
• Delivery/pick-up/disposal/wrapping
• ?????????
11. Service Statistics
• Only 4% of customers ever complain.
• For every complaint there are 26 other customers with unresolved
complaints
• Six have serious problems.
• A dissatisfied customer will tell up to 10 people. Approximately 13%
will tell up to 20 people. (And these numbers were pre-Internet)
12. Service Statistics
• Happy customers will tell between 3 and 5 people about their positive
experiences.
• Costs 5-6 times more to attract customers than to keep old ones.
• 89% of consumers will go to a competitor following a poor customer
experience
• 75% of customers who leave cite “rude staff.” And 50 % indicate a lack
of a timely response
13. Act fast!
82 to 95 percent
of dissatisfied customers will come
back if a problem is resolved quickly
and sincerely.
95 percent
will come back if a problem is
solved on the spot.
14. Service and Social Media
• Nearly 50% of people expect a response in 60 minutes
• 32% expect a response in 30 minutes
• Response expected 24/7
• The possible audience is immense for failure
• United Airlines and broken guitar – 12 million views
• https://www.youtube.com/watch?v=5YGc4zOqozo&feature=youtu.be
• 22% will post a positive comment when they get a positive response
• It can happen immediately
15. Why Customers Stop Doing Business
• 1% Die
• 3% Move away
• 5% Other reasons
• 9% Competition
• 14% Don’t like the product or service
• 68% Indifferent attitude of sales people
About 95% of the customers that quit will not tell you when or why they quit,
they just leave.
17. "Attitude precedes service. Your
positive mental attitude is the basis
for the way you act and react to
people. – Jeffrey Gitomer
18. Examples of “Service” Found
in Mission Statements:
“We are committed to helping people identify and meet their needs
by offering quality services in a caring, professional manner,
providing a profitable outcome for everyone.” - Bank
“Satisfy the customer, satisfy the customer, satisfy the customer.”
---Henry Ford
“Have it your way.” ---Burger King
19. Is 99.9% good enough?
• 5,516,200 cases of flat soft drinks
• The IRS losing 2 million documents
• 811,000 faulty rolls of film
• 12 babies given to wrong parents – each day
• 1,312 calls per second misplaced
20. Face to Face
55 percent
38 percent
7 percent
100 percent
Body language
Tone
Words
22. Building a Customer-service Focus
• Build the type of service response that you like to get
• You can’t always be there. Give people:
• Training
• Flexibility
• Responsibility and authority
• Your support
(Miracle on 34th St - https://www.youtube.com/watch?v=lKfBUUhFueI )
23. Building a Customer-service Focus
• The phone – Do you get a real person? How quickly? Does that
person listen?
• Your website – Is your contact information easy to find? Do you
clearly outline how a person should file a complaint?
24. How do I learn more? LISTEN!!!!
Barriers
• Listening with “half an ear”
• Acting as the judge and jury
• Tuning in and tuning out
• Little empathy
• Pre-judge
• Turning off ideas you don’t agree with
• Jumping to conclusions
25. Reinforce the:
5 Keys to Quality Service
• Reliability
• Live up to promises, dependable
• Assurance
• Offer sense of confidence in you & your skills by answering
questions & offering product knowledge
• Look at the tangibles
• Seen & felt, equipment, staff, physical facility
• Empathy
• Responsiveness – listen, provide a fair solution, & do it
quickly
26. Understand Service Gaps – Expectation vs Reality
• knowledge:
• retailers’ perception of customer’s expectations
• standards:
• retailers’ standards that do not match customer
expectations
• delivery:
• difference between standards and reality
• communication:
• promises in promotional campaign vs. reality
33. What you will gain?
• An understanding of why tourism is important
• Knowledge about the “secrets of service”
• Skills in giving directions
• Skills in answering visitor questions
• Knowledge about local attractions, events
and resources
• An appreciation of the front-line professional’s role
34. REMEMBER:
How service impactS your business?
A happy customer is:
• Satisfied
• Stays longer
• Spends more money
• Tells family and friends
35. Glenn Muske
Rural and Agribusiness Enterprise Development Specialist
NDSU Extension Center for Community Vitality
Glenn.Muske@ndsu.edu
Questions??
Resources:
http://www.ag.ndsu.edu/smallbusiness
http://powerofbusiness.net
http://www.extension.org/entrepreneurship