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Sue forwarded me a strange e-mail she received from a catalog retailer in the United Kingdom.The message says: ‘We can confirm your order details;Estimated delivery date: 16.10.2001 Order reference number: BA01 Total order value: 68.37Unfortunately, Item 107-694 is currently unavailable. We have a substitute which is a similar item but all cream in colour. If you would like the substitute item sent please contact us by telephone or by e-mail.Best Regards, Online Customer CareWhat in the world is ‘Item 107-694’? How

se incurring expense for the company. And no one wants to do that, not unless a manager tells them to.

How To Grow Your Restaurant or Hospitality Career
From the view of the casual observer, restaurant and hospitality management careers are pretty much organized in advanced and handed to you on a pre-fabricated career map – it seems like wherever you end up, you know you will spend a good part of your life working in a hospitality environment. But professionals understand the weaknesses in that statement. They know about the many variables of the restaurant and hospitality industry. They know the restaurant/hospitality industry can be a truly unique and fun workplace, and diverse in the scope of responsibilities that one c

What's the problem with customer service? Everywhere you look, customer-facing employees are surly and undertrained. It's not even their fault, half the time: they're underpaid and unsupervised, more often than not.

And companies vow to change the situation, and commit themselves to service. They spend millions on ad campaigns to convince customers to give them another chance. And they miss, regrettably often, a basic piece of the puzzle that would make a difference for their customer support staff AND for their customers.

The magic bullet is this: managers need to teach customer service people that saying I'm Sorry isn't the same as saying any of these things:

1) I made a mistake.
2) Our company is responsible.
3) You're getting your money back.
4) I am incompetent,
or even 5) You are right.

Sure, it would be nice if the customer were always right, but that's not always the case. But, whatever the rightness or wrongness of the situation, I'M SORRY is always appropriate. Why is it so hard to say? Why does it appear that the lost-baggage clerk at the airport, the waitress who mis-totalled your check, or the hotel desk clerk who double-booked your room would rather walk over hot coals than say "I'm sorry?" Because his or her employer has never explained that "I'm sorry" is a good thing to say. In too many organizations, saying "I'm sorry" is associated with refunding the customer's money or otherwise incurring expense for the company. And no one wants to do that, not unless a manager tells them to.

Why Are People So Excited About Network Marketing
We, as Australians, love our lifestyle. Consider the Sunday Barbie, the footy, and our great religion- Backyard Cricket- a ritual in every child’s life which continues into our adult life- if you’re one of the lucky ones who has time- right?Unfortunately, the reality is that we no longer have the ‘time’ to enjoy these lifestyle greats anymore. Just ask your neighbour, or have a look at the pile of cars lined up outside a train station, or the people on the buses in peak hour- do they get to enjoy these things every day? I’d say probably not.Network Marketing

hem another chance. And they miss, regrettably often, a basic piece of the puzzle that would make a difference for their customer support staff AND for their customers.

The magic bullet is this: managers need to teach customer service people that saying I'm Sorry isn't the same as saying any of these things:

1) I made a mistake.
2) Our company is responsible.
3) You're getting your money back.
4) I am incompetent,
or even 5) You are right.

Want to Change Payroll Services? Here's What to Expect
Thinking about changing payroll services? Smaller payroll companies often charge substantially less than their larger, nationally recognized counterparts. The main reason for this discrepency is that the smaller companies do not have the overhead of the larger companies, so they can pass the savings along to clients.If decide you want to change from a big-name provider to a smaller payroll firm, or if you are starting a business and need payroll services, remember that smaller payroll providers often offer the same services as the larger companies:One

responsible.
3) You're getting your money back.
4) I am incompetent,
or even 5) You are right.

Niche Marketing and the Demands of Outsourcing
While opening a business is often a gamble of sorts, in the world of online niche marketing, your greatest asset is often finding the right niche to expose and profit from. Granted, it takes time and expense to find the niche that's just right for you, but it's pay-off can be immense. No, there are no guarantees in this line of work, but neither do offline businesses get guarantees of certain income.However, here are certain strategies for choosing a niche that has a high probability of success.Some schools of thought propound the idea tha supply and demand

clerk at the airport, the waitress who mis-totalled your check, or the hotel desk clerk who double-booked your room would rather walk over hot coals than say "I'm sorry?" Because his or her employer has never explained that "I'm sorry" is a good thing to say. In too many organizations, saying "I'm sorry" is associated with refunding the customer's money or otherwise incurring expense for the company. And no one wants to do that, not unless a manager tells them to.

Seeking A Career In Rehabilitation Nursing – What Is The Job All About?
In the medical profession field, apart from being doctors, rehabilitation nursing is also a rewarding career. Nurses’ main goal is to help patients recuperate and deal with extensive injuries or medical issues. Most of the patients have just convalesced from intensive care and need specialized care and undivided attention that only rehabilitation nurses can provide at long term comprehensive treatment facilities.A broad range of medical services can be provided by rehabilitation nurses to their patients. Patients who have met with accidents, work related accidents,

se incurring expense for the company. And no one wants to do that, not unless a manager tells them to.

But "I'm sorry" is the start of every decent customer service call, or face-to-face conversation. It comes in many forms. "I'm sorry you had that experience, it sounds awful" is one version. "I'm so sorry that happened to you" is another. "I'm sorry your bag was lost; that's so annoying" or "I'm sorry we don't have a room for you" are more all-time favorites. Solving the problem is step two: identifying with the unhappy client is step one. And it's the step, painfully often, that gets dropped out altogether.

I went to my kids' elementary school for back-to-school night, and I got angry. I sat in the third grade classroom for an hour, listening to the teacher explain her methods, never knowing that the first-grade orientation was going on at the same time in another room. Had I known of the overlap, I'd have bailed on the third grade class to hear what the first-grade teacher had to say: after all, first grade is a pivotal year. But I didn't know. Who would book these two sessions at the same time? So when I realized that I'd missed my chance to hear about first grade, I walked down to the principal's office, to let him know I wasn't happy.

And here's what he did: he tried to give me facts right away, to provide solutions. "Don't worry," he said. "The first grade teacher left right after her orientation session, but you can speak to her any day after class." "Yes," I said, "I understand that, but my first-grader made a drawing for me to see tonight, and it's in his desk, and I won't be able to see it or to leave him a note to find tomorrow."

"Well," said the principal, "I know the teacher would be happy to talk to you anytime." "What I'm trying to tell you is that this orienta

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Streamlining your business can help you eliminate money-wasters and increase your profits.

The interviewer hopes that YOU are the right person for the job. They are under pressure to fill the position so that they can get back to their own work. Therefore you are in a greater position of strength than you think. Concentrate on what you have to offer in the way of qualifications and experience instead of feeling intimidated.

A Financial Times editor in London asked my opinion about systems that automatically route customers to higher or lower levels of service based on the loyalty and profitability of the customer.

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