Musings of a High-Level Executive Assistant

MARCH 22, 2013

Hello Readers - 8 months ago, a reader asked me a question about fraternization and social etiquette at work. My question however, is… should I disclose the reason for my termination in my job interviews? I am also not sure if upon your exit interview, HR gave you any guidance on if you could collect unemployment, etc.

Etiquette 40

Etiquette Temping Gossip Job Hunting 40

Service Untitled

SEPTEMBER 3, 2010

This part of the interview includes information on how American Express decides to hire new employees versus promote them from within, more information on the compensation and motivation methods the company is using, how they use Net Promoter, information on the company’s “Relationship Care” program, and more.

Interviewing 40

Interviewing Customer Service Credit Card Promotion 40

Service Untitled

AUGUST 26, 2010

This was an interview I was excited a lot about because I’ve written about American Express a number of times and in pretty much any customer satisfaction or customer service ranking, American Express makes the list. This is a pretty lengthy interview, so I’ve divided it into four parts. Things like that?

Interviewing 40

Interviewing Customer Service Credit Card Networking 40

Service Untitled

OCTOBER 29, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Look after your staff and they will look after your customers Cheryl October 29, 2010 Customer Service , Employees , Specific Companies No Comments Fortune magazine rates the top ten best companies to work for every year and interviews someone from each organization.

Customer Service 40

Customer Service Interviewing Etiquette 2010 40

Laughing all the Way to Work

FEBRUARY 19, 2009

What is the proper etiquette when addressing or writing to a President? Here is a video link on the proper etiquette to address a President. For example, addressing the Minister of (insert govt agency here) is it Honourable so and so or Mr. or Ms. Admin in the Spotlight: Interview with Lynn Holgat.

Time Zones 100

Time Zones IAAP Etiquette 2009 100

Service Untitled

MARCH 31, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives NJ toll road collectors lack customer service training Cheryl March 31, 2010 Angry Customers , Customer Service , Employees , Etiquette , Specific Companies No Comments Under the US Freedom of Information Act, the popular internet site, The Smoking Gun.com released dramatic (..)

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Customer Service Etiquette 2008 2009 40

Service Untitled

SEPTEMBER 15, 2009

Some of the major examples included: Phone problems (long hold times, annoying hold music, getting disconnected, blind transfers, etc.) The four examples above are good examples of broad categories of customer service frustrations. Employees that aren’t happy to see customers (rude, disaffected, unhappy, etc.)

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Customer Service Verizon Staples Phones 40

Service Untitled

OCTOBER 1, 2010

As an example, Wal-Mart caters to low prices, Microsoft is known for technology, and Mercedes-Benz is known for luxury. The International Customer Association began Customer Service Week in 1988, and in 1992 Congress proclaimed Customer Service Week a nationally recognized event.

Customer Service 40

Customer Service Etiquette Social Media 2010 40

Laughing all the Way to Work

JANUARY 31, 2009

You would be surprised how many misspelled words get in there by mistake; for example, instead of pressing Change you press Add to Dictionary when you are going through your SpellCheck. Admin in the Spotlight: Interview with Lynn Holgat. Let your fingers do the walking: Quick keyboard sh. Oh where or where is my password?

2007 100

2007 Time Zones IAAP Meeting Minutes 100

Service Untitled

FEBRUARY 12, 2010

Of course, the initial recruitment and interview of potential candidates is of prime importance, so know what specific personnel requirements are needed, and structure hiring decisions based on attitude, proficiency, and enthusiasm. Take the example of an employee stocking the shelves at a local hardware store.

Customer Service 40

Customer Service Etiquette 2010 Interviewing 40

Service Untitled

OCTOBER 22, 2010

Let’s begin with the classic example of Toyota. Another example goes back to the 1982 deaths of seven Chicago residents after ingesting Extra Strength Tylenol. So what do these examples teach us? Here’s a company that used to have a strong brand perception; one publication described it as a “cult-like status.&#

Customer Service 40

Customer Service 2010 Suppliers Etiquette 40

Service Untitled

SEPTEMBER 7, 2010

For instance, let’s take the example of the successful clothing company Patagonia. Nowadays it is more than just running a business with creativity and skill, because customers want to know if the promised honesty and integrity is acting in a consumer’s best interest. We want favorable behaviors from companies.

Customer Service 40

Customer Service Clothes Purchasing Etiquette 40

Service Untitled

JUNE 22, 2009

The situation I kept coming back to and thinking of was the classic example of a customer asking a waiter or waitress what they would recommend on a menu, what they think of a particular item on a menu, or something similar. For example: Customer: Do you like the XYZ salad? For example: Customer: What do you think of the XYZ salad?

Customer Service 40

Customer Service Etiquette AT&T 2006 40

Service Untitled

MAY 26, 2010

A month or so ago, I was fortunate enough to be in the audience of a presentation from a company leader who sets a fabulous example for the employees and franchise owners of his company, Biggby Coffee. If you’re a manager, are you setting a positive example of service for your staff? What do you think?

Customer Service 40

Customer Service 2010 Etiquette Social Media 40

Laughing all the Way to Work

NOVEMBER 7, 2009

For example, "Further to our conversation this morning, attached is a template letter that should meet your needs." For example, "Please send me the following information: - A photocopy of Ms. Admin in the Spotlight: Interview with Lynn Holgat. What do you want? Next, state the purpose of your e-mail. Point being.

Time Zones 100

Time Zones IAAP International Meeting Minutes 100

Service Untitled

OCTOBER 6, 2010

Take for instance the example of a title closing company here in South Florida. Let’s also assume that the customer can identify the mood of a customer service agent by their pace, volume, inflection, intensity, and even attitude whether it is over the phone or in person. You can follow any responses to this entry through the RSS 2.0

Customer Service 40

Customer Service Fax Etiquette 2010 40

Service Untitled

SEPTEMBER 27, 2010

In an example of the correlation between quality and quantity is an interesting story of a customer service representative who is very detailed oriented, amazing with customers, and received outstanding reviews from managers as well as customers, however she performed low in quantity; she spent too much time on each call.

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Customer Service Etiquette 2010 2006 40

Service Untitled

JANUARY 29, 2010

He demonstrates by example and current references his technical expertise and how that experience makes him better than competing companies. He has employed the use of good communication skills to his strategy, and not just the use of emails, but going out and meeting face to face with clients at regular intervals.

Customer Service 40

Customer Service Etiquette 2010 2006 40

Service Untitled

FEBRUARY 17, 2009

Consider a customer satisfaction survey as an example. Back in March 2008, I wrote about how to measure customer satisfaction for less than $250 and got some great feedback on the article and the idea. Since then, I’ve put the theory into practice multiple times and have seen it succeed.

Customer Service 40

Customer Service 2008 Etiquette 2006 40

Service Untitled

SEPTEMBER 9, 2010

Take the worst examples that could happen, and practice different solutions. One Response to “Help your customer service staff to help your business succeed&# Matthijn said: Sep 10, 10 at 3:57 am Zappos is an great example of how a service company should be organized. I always suggest role-playing; it’s fun and effective.

Customer Service 40

Customer Service Purchasing Etiquette 2010 40

Laughing all the Way to Work

JANUARY 31, 2010

The art of saying thank you can sometimes get lost in our busyness, but here are some examples of times it would be nice to send a card from work: To thank presenters who speak at your workplace. Admin in the Spotlight: Interview with Lynn Holgat. What a neat idea for businesses too. Let your fingers do the walking: Quick keyboard sh.

Time Zones 100

Time Zones IAAP 2010 International 100

Service Untitled

JANUARY 15, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to diffuse an angry customer Cheryl January 15, 2010 Angry Customers , Customer Service , Etiquette 3 Comments A friend of mine purchased a pair of shoes from a popular discount shoe store in our local area. In the end that leads to unrealistic expectations.

Customer Service 40

Customer Service Etiquette Purchasing 2010 40

Service Untitled

AUGUST 24, 2010

Examples of perks awarded for poor customer service can include coupons, discounts, free upgrades, travel miles, free hotel accommodations, movie tickets, and the list goes on. We can define perks as anything extra we receive that were not in the original agreement. As customers, we just all need to know how to ask for them.

Customer Service 40

Customer Service Credit Card Travel Fax 40

Service Untitled

APRIL 22, 2010

For example, in Florida insurance companies were no longer writing flood insurance policies. That is the recipe for disaster and breaks down the information and trust chain within the company. Practice proactive information sharing. Send important information out before employees or representatives need it. Imagine that?

Customer Service 40

Customer Service International Etiquette 2010 40

Laughing all the Way to Work

OCTOBER 6, 2009

my advice when you suspect a co-worker has a problem with drug or alcohol is to alert HR.but have some specific examples available. Admin in the Spotlight: Interview with Lynn Holgat. One item Ive noticed is mood swings. I guess from a personal perspective. If I felt really compelled to talk to them. my approach would be.

Time Zones 100

Time Zones IAAP International Meeting Minutes 100

Service Untitled

FEBRUARY 19, 2010

Founded by George Jenkins in 1930, a man who led by example instilled a sense of pride among the associates. Awarded one of the top companies in Fortune’s list of “100 Best Companies to Work For,&# Publix ranked higher than any other supermarket. Corporate culture has played a huge part in the success of the company.

Customer Service 40

Customer Service Purchasing Etiquette 2010 40

Service Untitled

JULY 30, 2010

Here are a few examples: Membership programs provides special incentives. If it costs five times as much to find a new customer when you lose an old one, then reward programs are indeed worth every penny spent. So how do you go about having one?

Customer Service 40

Customer Service Expenses Purchasing Etiquette 40

Laughing all the Way to Work

MAY 10, 2009

Example: If youre looking for a Blockbuster in Arlington, Texas you can send this text message: Blockbuster 76001 Pretty neat. Admin in the Spotlight: Interview with Lynn Holgat. Send a text including the business name (or business type) and the zip code youre searching for. Let your fingers do the walking: Quick keyboard sh.

Google 100

Google Time Zones IAAP International 100

Laughing all the Way to Work

FEBRUARY 21, 2009

As an example, I am now helping my boss with a corporate blog he started and because I have experience with blogging in my personal life, I have used that and now do it professionally as well. Admin in the Spotlight: Interview with Lynn Holgat. Let your fingers do the walking: Quick keyboard sh. Oh where or where is my password?

Time Zones 100

Time Zones IAAP 2009 International 100

Service Untitled

JUNE 22, 2010

My example is general and easily adaptable. In a face-to-face situation, customer surveys can too easily become popularity contests, so there has to be a lot of consistency in order to define a pattern to determine whether the service representative is actually excelling and on target. So how do you do a customer satisfaction survey?

Customer Service 40

Customer Service Purchasing Etiquette 2010 40

Laughing all the Way to Work

OCTOBER 26, 2008

In this example, I did the following: Go to the end of page 1, i.e. the last cell (bottom right), or after the last word on the page. Admin in the Spotlight: Interview with Lynn Holgat. She said it would be the same instructions for a table or a document in Word. These are instructions for Word 2003. "I

Time Zones 100

Time Zones IAAP International Meeting Minutes 100

Laughing all the Way to Work

OCTOBER 18, 2008

If you meet someone at an Administrative Assistant conference, for example, make sure to follow up with that contact within a week or two after the event. Admin in the Spotlight: Interview with Lynn Holgat. I choose to tell stories that I know others can relate to and maybe even learn from listening. Keep in touch. Give before you get.

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Networking Time Zones IAAP International 100

Service Untitled

JULY 26, 2010

As an example, Linda was charged $66 for the water recovery system in her room. That was the plastic pitcher and one plastic cup! In 1998, the US Advisory Commission on Consumer Protection and Quality in the Health Care Industry adopted the Patient’s Bill of Rights.

Customer Service 40

Customer Service Medical Health Etiquette 40

Service Untitled

FEBRUARY 17, 2010

For example, the service you expect from McDonald’s is going to be much different from the service you may expect from a five-star restaurant. For example, where I work our customers are businesses rather than consumer. Service expectations are going to vary from company to company.

Customer Service 40

Customer Service Etiquette 2010 Social Media 40

Service Untitled

MAY 13, 2010

Take the example of an internet shoe company. Appreciate the staff, and collect the data to improve customer satisfaction. Perhaps it is a good idea if a company owner becomes a customer and walks in the shoes of a consumer.

Customer Service 40

Customer Service Etiquette 2010 Salary 40

Service Untitled

SEPTEMBER 17, 2010

In one example, a reporter told of shopping at the store in order to buy a new iPod. Brookes also plans to equip 65 stores with 4,000 touch screen registers. In the last few years, Meyer Department Stores have taken heavy criticism about their lack of customer service.

Customer Service 40

Customer Service Clothes Etiquette 2010 40

Service Untitled

AUGUST 30, 2010

Matthijn said: Aug 31, 10 at 3:55 am Great example of inovation in the field of customer service. .&# Gave Arnold said: Aug 30, 10 at 9:46 pm A help desk has also helped my company a lot. What do you recommend? We are currently using Zendesk.

Customer Service 40

Customer Service Social Media Credit Card Etiquette 40