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Will You Add? - How To Give Exceptional Customer Service
Without a doubt, the King of Reality TV is Mark Burnett. From Survivor to The Apprentice to The Contender, Mark Burnett has been the man behind some of the most successful shows in history. But how did he do it? How did this former British Paratrooper become one of the most powerful men in Television.A big part of Mark Burnett's success can be attributed to his special forces training. In so many instances, these men find themselves in situations where all seems lost, but they continue on regardless. This sort of mental toughness and discipline is essential to the entertainment industry, where things will go against you and you most certainly will feel at times like you are ready to give up.Anyone who has spent time with Mark Burnett can vouch for his intensity and his h
After this initial training, each individual receives continued customer service training in each department. The customer service reps, who talk with customers many times daily, receive extensive training.
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training takes six hours and really drives home the value of customer service. We also use parts of the series for ongoing education and training.
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? We’ve made major
Have you been considering a career in the engineering industry but you would like to know more about it first? A lot of people consider this as a career, but they are not really sure where to start and therefore, they could make the wrong decisions. You may or may not be aware of this, but it is such a wide field to go into, so it gives you a massive choice of what type of engineering to do as a career.What type of Engineering should you go for and will it meet your expectations?You may have heard that engineering is a good career to go into and that it can be great pay. However, finding a good paying engineering job is like trying to find a needle in a haystack because, unless you are sure of what you want to do, you could be left bewildered with the huge number of choi
Much of the information in this article came from three video tapes on customer service: * In Search of Excellence * How To Give Exceptional Customer Service from Career Tracks* How To Deliver Superior Customer Service from Inc. Business Resources*
Why is customer service so important? A study by U.S. News & World Report found the average American business loses 15% of its customer base each year. The Forum Corporation found:
68% of customers who stop buying from one business and go to another because of “poor or indifferent service”.
14% leave because of an unsatisfactorily resolved dispute or complaint.
9% leave because of price.
5% go elsewhere based on a recommendation.
3 % move away.
1 % die.
So 82% leave because of service related issues.
Customer Service begins at the top level of the company, and it doesn’t just happen. Here are three keys for exceptional customer service:
1. Make it clear that nothing less than exceptional customer service is acceptable.
2. Train for exceptional customer service.
3. Be sure your policies and procedures reinforce exceptional customer service.
Make it Clear that Nothing
Less than Exceptional Customer Service is Acceptable
This starts in the interview, before the person is even hired. Include questions in the interview that will lend insight into whether this person believes that good customer service is part of everyone’s job. Does she have a basic belief in helping others? You might say, “Tell me a time at your last job when you had to deal with an especially demanding customer. How did you handle the situation?” Her answer may tell you a lot about her attitude towards customers.
You might then ask about where she has received excellent customer service. Did she appreciate it? Did she tend to shop at that store more often? Sure, the applicant knows the answers you want. These are not great questions for making your hiring decision, but they are letting the applicant know that customer service is important to you and the job!
So now, you’ve tried to find out about her basic beliefs in customer service. You’ve asked her specific questions concerning customer service. Before the interview is over, tell the applicant her main job... CUSTOMER SERVICE. She might be a dish washer, a bookkeeper or a warehouse worker, but in your business, EVERYONE’S PRIMARY JOB IS CUSTOMER SERVICE! Train For Customer Service
You can’t just tell someone that you expect exceptional customer service and get it. At ARS, training for exceptional customer service begins on the first day of employment with the new employee’s introduction to ARS. To point out the importance of this information, the meeting is led by the president of the company.
The meeting has three parts, and all three emphasize customer service.
1. The history of the company, where we are now and where we are going
2. Customer Service, “In Search of Excellence”
3. TMS’s commitment to Total Quality Management.
The first part of the meeting is an introduction to the company. We are sure to emphasize that we feel our past growth and future success is tied directly to the service we provide.
In the second part of the meeting, we watch the video, “In Search of Excellence.” We watch and then discuss the incredible customer service provided by companies like Disney and Stew Leonard’s Dairy Store. This is an exceptional video and very inspiring.
As inspiring as In Search of Excellence is, for more than a dozen years, I’ve had a problem with, “How do we implement this in our business?” I think we’ve found at least part of the answer... Total Quality Management (TQM).
The third part of the meeting shows the new employee our TQM system. It stresses the fact that we will do everything we can to give our customers exceptional customer service. We’ll hire and train for exceptional customer service, and we’ll make sure our procedures reinforce exceptional customer service; but that doesn’t mean much, if the system doesn’t work. Our means of continually improving our system is TQM. TQM will be the subject of a future newsletter.
After this initial training, each individual receives continued customer service training in each department. The customer service reps, who talk with customers many times daily, receive extensive training.
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training takes six hours and really drives home the value of customer service. We also use parts of the series for ongoing education and training.
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? We’ve made major c
A job search can be hard and sometimes frustrating. In case you are considering changing your job you should consider using an online search. This will help you expand your horizons and your search for your next job can become world wide and not restricted to any one area.1. If you are keen in continuing in your present line of work with say a better location or opportunities. Then explore the web sites of companies similar to yours. Check out their human resources pages or career links. Employer web sites are often listed at sites like Academic360, a directory of employment opportunities.2. Undertake a search engine search. Ask any major search engine like Google to help you locate possible employers or job sites that specialize in your field of work.3. Explore t
2. Train for exceptional customer service.
3. Be sure your policies and procedures reinforce exceptional customer service.
Make it Clear that Nothing
Less than Exceptional Customer Service is Acceptable
This starts in the interview, before the person is even hired. Include questions in the interview that will lend insight into whether this person believes that good customer service is part of everyone’s job. Does she have a basic belief in helping others? You might say, “Tell me a time at your last job when you had to deal with an especially demanding customer. How did you handle the situation?” Her answer may tell you a lot about her attitude towards customers.
You might then ask about where she has received excellent customer service. Did she appreciate it? Did she tend to shop at that store more often? Sure, the applicant knows the answers you want. These are not great questions for making your hiring decision, but they are letting the applicant know that customer service is important to you and the job!
So now, you’ve tried to find out about her basic beliefs in customer service. You’ve asked her specific questions concerning customer service. Before the interview is over, tell the applicant her main job... CUSTOMER SERVICE. She might be a dish washer, a bookkeeper or a warehouse worker, but in your business, EVERYONE’S PRIMARY JOB IS CUSTOMER SERVICE! Train For Customer Service
You can’t just tell someone that you expect exceptional customer service and get it. At ARS, training for exceptional customer service begins on the first day of employment with the new employee’s introduction to ARS. To point out the importance of this information, the meeting is led by the president of the company.
The meeting has three parts, and all three emphasize customer service.
1. The history of the company, where we are now and where we are going
2. Customer Service, “In Search of Excellence”
3. TMS’s commitment to Total Quality Management.
The first part of the meeting is an introduction to the company. We are sure to emphasize that we feel our past growth and future success is tied directly to the service we provide.
In the second part of the meeting, we watch the video, “In Search of Excellence.” We watch and then discuss the incredible customer service provided by companies like Disney and Stew Leonard’s Dairy Store. This is an exceptional video and very inspiring.
As inspiring as In Search of Excellence is, for more than a dozen years, I’ve had a problem with, “How do we implement this in our business?” I think we’ve found at least part of the answer... Total Quality Management (TQM).
The third part of the meeting shows the new employee our TQM system. It stresses the fact that we will do everything we can to give our customers exceptional customer service. We’ll hire and train for exceptional customer service, and we’ll make sure our procedures reinforce exceptional customer service; but that doesn’t mean much, if the system doesn’t work. Our means of continually improving our system is TQM. TQM will be the subject of a future newsletter.
After this initial training, each individual receives continued customer service training in each department. The customer service reps, who talk with customers many times daily, receive extensive training.
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training takes six hours and really drives home the value of customer service. We also use parts of the series for ongoing education and training.
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? We’ve made major
Are you looking for new business cards that will help you market your law practice and you want a design that will look good but will also give someone all of the information that they need at first glance? When you are a lawyer you want something that looks professional because people that need a lawyer want someone who seems to be well put together and has the ability to defend them. Sometimes the appearance of a business card can help someone determine that you are the lawyer for them.Custom business cards are a great way to go. Think about it, you can tell when you look at the business cards of others whether or not someone took the time to really personalize their card. If you are a lawyer people perceive you to be powerful, successful, and detail oriented, someone who
So now, you’ve tried to find out about her basic beliefs in customer service. You’ve asked her specific questions concerning customer service. Before the interview is over, tell the applicant her main job... CUSTOMER SERVICE. She might be a dish washer, a bookkeeper or a warehouse worker, but in your business, EVERYONE’S PRIMARY JOB IS CUSTOMER SERVICE! Train For Customer Service
You can’t just tell someone that you expect exceptional customer service and get it. At ARS, training for exceptional customer service begins on the first day of employment with the new employee’s introduction to ARS. To point out the importance of this information, the meeting is led by the president of the company.
The meeting has three parts, and all three emphasize customer service.
1. The history of the company, where we are now and where we are going
2. Customer Service, “In Search of Excellence”
3. TMS’s commitment to Total Quality Management.
The first part of the meeting is an introduction to the company. We are sure to emphasize that we feel our past growth and future success is tied directly to the service we provide.
In the second part of the meeting, we watch the video, “In Search of Excellence.” We watch and then discuss the incredible customer service provided by companies like Disney and Stew Leonard’s Dairy Store. This is an exceptional video and very inspiring.
As inspiring as In Search of Excellence is, for more than a dozen years, I’ve had a problem with, “How do we implement this in our business?” I think we’ve found at least part of the answer... Total Quality Management (TQM).
The third part of the meeting shows the new employee our TQM system. It stresses the fact that we will do everything we can to give our customers exceptional customer service. We’ll hire and train for exceptional customer service, and we’ll make sure our procedures reinforce exceptional customer service; but that doesn’t mean much, if the system doesn’t work. Our means of continually improving our system is TQM. TQM will be the subject of a future newsletter.
After this initial training, each individual receives continued customer service training in each department. The customer service reps, who talk with customers many times daily, receive extensive training.
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training takes six hours and really drives home the value of customer service. We also use parts of the series for ongoing education and training.
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? We’ve made major
It appears that Raytheon Corp., which does lots of contracts for the United States military is shedding its Beechcraft brand of general aviation aircraft as that division is up for sale now. Of course this is rather unfortunate for the economic development associations of Salina Kansas and Wichita, Kansas, which both have aircraft plants there.In fact Raytheon aircraft Co. announced that it would be eliminating 600 or more jobs and although they announced that they would do this in January, now the company is for sale and the aircraft manufacturing plants might close. This is rather unfortunate considering Wichita, Kansas has seen a real estate bubble burst and is still recovering from the last wave of layoffs between all the aircraft manufacturers there.For Salina Kansa
3. TMS’s commitment to Total Quality Management.
The first part of the meeting is an introduction to the company. We are sure to emphasize that we feel our past growth and future success is tied directly to the service we provide.
In the second part of the meeting, we watch the video, “In Search of Excellence.” We watch and then discuss the incredible customer service provided by companies like Disney and Stew Leonard’s Dairy Store. This is an exceptional video and very inspiring.
As inspiring as In Search of Excellence is, for more than a dozen years, I’ve had a problem with, “How do we implement this in our business?” I think we’ve found at least part of the answer... Total Quality Management (TQM).
The third part of the meeting shows the new employee our TQM system. It stresses the fact that we will do everything we can to give our customers exceptional customer service. We’ll hire and train for exceptional customer service, and we’ll make sure our procedures reinforce exceptional customer service; but that doesn’t mean much, if the system doesn’t work. Our means of continually improving our system is TQM. TQM will be the subject of a future newsletter.
After this initial training, each individual receives continued customer service training in each department. The customer service reps, who talk with customers many times daily, receive extensive training.
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training takes six hours and really drives home the value of customer service. We also use parts of the series for ongoing education and training.
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? We’ve made major
The quality of a lead has been debated for years and will continue to be debated for the foreseeable future.Why?Because there is no standard definition for a quality lead. Advertisers and marketers typically try to define lead quality by asking questions like: Is a quality lead defined by conversion based on time? Is it based on Return on Investment (ROI)? These questions will continue to go unanswered because different businesses have different benchmarks when considering lead quality.Another prominent question is: Does lead quality diminish over time because of over-exposure?Again, there is no definitive answer, but I believe lead quality diminishes over time for 2 reasons: because most advertisers don’t “refresh” or “re-adjust” the ad; and because consum
After this initial training, each individual receives continued customer service training in each department. The customer service reps, who talk with customers many times daily, receive extensive training.
Other training that we have found very helpful is the Career Track Video series, “How to Give Exceptional Customer Service.” We provide this training every six months to all new employees. This initial training takes six hours and really drives home the value of customer service. We also use parts of the series for ongoing education and training.
Be Sure Your Policies And Procedures Reinforce Exceptional Customer Service
Are your policies created for the 99% of your good customers, or the 1 % of your dishonest customers? We’ve made major changes after asking this question.
Here’s an example. We used to send UPS C.O.D. packages out with a C.O.D. tag on each package. With this, if the customer had three packages in the order, they had three C.O.D. fees.
Why did we do this? One time we sent four packages to a customer. The customer refused the one package with the C.O.D. tag and kept the other three packages. He didn’t pay for the three packages he kept until we sent the account to collection.
Our well-meaning warehouse manager, trying to protect our interest, decided to put C.O.D. tags on all packages to be sure we got our money. This continued for a short time until someone asked if this policy penalized the 99.9% of our honest customers because of one dishonest one. Obviously it did, and we no longer put C.O.D. tags on each package.
Here’s something that recently happened to me: I bought a latte’ and was about to enter the drug store next door to buy a birthday card when I saw “NO FOOD OR DRINK”. So I walked down the way to the store without a sign to buy the birthday card. What do you think? Maybe food and drink in this store is a huge problem, but maybe they are penalizing many good customers because of a very few sloppy ones.
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