Tags |
|
|
Links |
|
|
Member You - Make it Person-to-Person
On Friday night, as I am sitting in my study room, a thought just crossed my mind…is it right to accept a job opportunity with your ex-employer? I know some of you might say, “No, one should not” and many of you might say, “Yes, One should”. Lets analyze, why people change their jobs. Those who have conducted exit interviews in their career will agree that most of the time (almost 95% of the time) people change their jobs for any o
1. On the telephone, teach your staff to initiate the personal connection by offering their names. `Hello. This is Janice Lee in the Accounts Department. How may I help you?' 2. Ask customers politely for their names and how they prefer to be addressed. Then use your customer’s name in a friendly tone through
While regarded by many as an imperfect way to choose a new employee, interviews are used by almost all organisations irrespective of size or sector. You may not like the process and indeed some fear interviews intensely however to get that crucial first job and to move up the career ladder you must become not only comfortable in the interview room but also learn how to become an excellent interviewee.Many candidates believe tha
Try this experiment:
Call the main number of four companies and state, ‘I am calling with a question about your product’. Then ask a few basic questions and rate the quality of service you receive.
Now call four different companies and ask for help again. But this time, make a ‘personal connection’ first.
Start by saying, ‘Hello, I am calling about one of your products. I am hoping you can help me.’ (Pause and wait for a reply.) ‘You can help? Oh, that’s great. Thank you very much. I really appreciate it. My name is (give your full name). Who am I speaking with, please?’
Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider.
Key Learning Point
--------------------------------------------------------------------------------
When service between companies and customers is provided person-to-person, do everything you can to create, support and enhance a real connection between real people.
Action Steps
--------------------------------------------------------------------------------
1. On the telephone, teach your staff to initiate the personal connection by offering their names. `Hello. This is Janice Lee in the Accounts Department. How may I help you?'
2. Ask customers politely for their names and how they prefer to be addressed. Then use your customer’s name in a friendly tone througho
Whether you operate a small-to-medium sized business or a grand corporation, you might be considering expansion through opening a new branch. Introducing your company's products and services to a fresh market in a new location is a great way to gain new business, but there are financial risks to be considered. No one can predict the future, and products or services that perform well in one city might not do so well in another. I
Now call four different companies and ask for help again. But this time, make a ‘personal connection’ first.
Start by saying, ‘Hello, I am calling about one of your products. I am hoping you can help me.’ (Pause and wait for a reply.) ‘You can help? Oh, that’s great. Thank you very much. I really appreciate it. My name is (give your full name). Who am I speaking with, please?’
Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider.
Key Learning Point
--------------------------------------------------------------------------------
When service between companies and customers is provided person-to-person, do everything you can to create, support and enhance a real connection between real people.
Action Steps
--------------------------------------------------------------------------------
1. On the telephone, teach your staff to initiate the personal connection by offering their names. `Hello. This is Janice Lee in the Accounts Department. How may I help you?'
2. Ask customers politely for their names and how they prefer to be addressed. Then use your customer’s name in a friendly tone through
Me, outsourced? Impossible. How could they replace a business-humor columnist? But my brother-in-law, the radiologist, told me his hospital was threatening to cut his position because they had found a medical group out of India that would read MRIs at half the cost.He warned me, “Hesh, don’t be so smug. No one is indispensable in today’s world economy.”He was right. I had become blas?. I needed to diversify and find r
Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider.
Key Learning Point
--------------------------------------------------------------------------------
When service between companies and customers is provided person-to-person, do everything you can to create, support and enhance a real connection between real people.
Action Steps
--------------------------------------------------------------------------------
1. On the telephone, teach your staff to initiate the personal connection by offering their names. `Hello. This is Janice Lee in the Accounts Department. How may I help you?'
2. Ask customers politely for their names and how they prefer to be addressed. Then use your customer’s name in a friendly tone through
I decided to upgrade my website and contacted four developers to get opinions and quotations. What an unsettling experience!The first developer spoke at length about the need to set up ‘links, links, links!’ to every other service quality, professional speaking, teambuilding and corporate training site on the Net. He was convinced that ‘no site is an island’ and offered to ‘link, link, link!’ and then send out ‘spam, spam, s
--------------------------------------------------------------------------------
When service between companies and customers is provided person-to-person, do everything you can to create, support and enhance a real connection between real people.
Action Steps
--------------------------------------------------------------------------------
1. On the telephone, teach your staff to initiate the personal connection by offering their names. `Hello. This is Janice Lee in the Accounts Department. How may I help you?'
2. Ask customers politely for their names and how they prefer to be addressed. Then use your customer’s name in a friendly tone through
There are many valid reasons for wanting to check out the background of someone you know. If you are an employer looking to hire a new employee, it is important to know their background for several reasons. If they will be driving a company vehicle, its important to know that their driving record is acceptable. Your companies insurance premiums will skyrocket if it is not. You will also want to know their criminal history, especial
1. On the telephone, teach your staff to initiate the personal connection by offering their names. `Hello. This is Janice Lee in the Accounts Department. How may I help you?' 2. Ask customers politely for their names and how they prefer to be addressed. Then use your customer’s name in a friendly tone throughout the service conversation.
3. Provide staff with attractive name tags to wear at work. These may be colorful or elegant, with full name, first name or nickname, as appropriate for your organization.
4. Post complimentary pictures of your staff on the wall in the customer service area. This will help customers ‘connect’ with the members of your team. Your staff feel proud of themselves and the company if they look good in the photos, so take the time to do this right. Help your staff look and feel their best. Provide good lighting, a good photographer and make-up. Be sure your staff are well dressed, well groomed and smiling!
5. Give staff members personalized business cards to share with their customers. For many frontline employees, this small step dramatically increases pride in, and ownership of, their service. If you have a large number of frontline or temporary staff, create a standard business card that can be easily customized with a nicely handwritten or computer-printed name.
6. Help your staff connect with real customers by hosting frequent focus groups. Invite your customers ‘inside’ to meet your staff for regular discussions and brainstorming about your service.
7. Post actual letters of compliments (and complaints) in the staff lounge or cafeteria. Print them in your newsletter with replies and follow-up communications.
8. Video
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.memberyou.net/article/14957/memberyou-Make-it-PersontoPerson.html">Make it Person-to-Person</a>
BB link (for phorums):
[url=http://www.memberyou.net/article/14957/memberyou-Make-it-PersontoPerson.html]Make it Person-to-Person[/url]
Related Articles:
Build Your Own No-Cost Mailing List
How Brand as an Intellectual Property has Led to Corporate Globalisation?
Avoiding Corporate Spread - At-Work Workout Tips
Bookmark it:
|