On The Job

DECEMBER 6, 2013

At last year’s holiday gathering, the office manager mistakenly thought you were the Federal Express driver and handed you two packages instead of a glass of wine. A Gallup Organization survey found that having close friendships at work can boost employee satisfaction by as much as 50%. So how do you boost your popularity at work?

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Etiquette Holidays Promotion Email 100

Allwork

NOVEMBER 6, 2023

So it’s larger companies, more 100 employees where they’re fitting out and managing that whole space themselves. But this middle ground is, I would say, managed solution that’s somewhere between a traditional office lease and the traditional sort of flex office sector. That instant office doing much more.

AT&T 278

AT&T Environment Travel Restaurants 278

Service Untitled

SEPTEMBER 13, 2010

a Georgia provider of Customer Experience Management reported American consumers feel customer service satisfaction has slipped since the first quarter of the year. Of 11,000 American consumers surveyed, Empathica reported on Friday that 61.7%, a rise up from 55.2% noted the downward trends. Of the 31.5% in the second quarter.

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Customer Service Etiquette 2010 2006 40

Service Untitled

OCTOBER 13, 2010

Cheryl October 13, 2010 Customer Service , Customer Service Experience , Surveys No Comments Empathica, a customer service management firm, surveyed 3,000 U.S. The Empatica survey found that one in five women “never&# eat at restaurants while one in ten men “never&# eat at restaurants.

Customer Service 40

Customer Service Restaurants 2010 Etiquette 40

Office Dynamics

OCTOBER 3, 2010

They had great expertise in protocol, etiquette, and how to dress, speak and act as executive assistants. Managers who do not know how to utilize administrative assistants in new ways. In a recent survey, 624 respondents presented 230 different titles! There are no millennium managers yet. It’s exciting and rewarding.”.

Administrative Professionals 100

Administrative Professionals Retirement Training Assertiveness 100

Office Dynamics

OCTOBER 3, 2010

They had great expertise in protocol, etiquette, and how to dress, speak and act as executive assistants. Managers who do not know how to utilize administrative assistants in new ways. In a recent survey, 624 respondents presented 230 different titles! There are no millennium managers yet. It’s exciting and rewarding.”.

Administrative Professionals 100

Administrative Professionals Retirement Training Assertiveness 100

Service Untitled

OCTOBER 25, 2010

Now we have progressed to a Social Customer Relationship Management (Social CRM) which takes us from the original CRM and now adds new communication channels via the social web to concentrate on better customer relationships. Why not then use this popular line of communication to positively engage customers and build trust and brand loyalty?

Social Media 40

Social Media Customer Service Etiquette 2010 40

Service Untitled

JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. Next year’s surveys should be even more interesting.

Customer Service 40

Customer Service Travel Etiquette 2010 40

Service Untitled

AUGUST 27, 2010

Senior managers have to be involved, instead of just delegating training to lower-level managers. It is the senior representatives who need to have the vision for the company, and they are the ones who need to focus on the critical processes, and in turn teach and mentor each lower level of management.

Customer Service 40

Customer Service Suppliers Etiquette 2010 40

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

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Customer Service Etiquette Policies 2006 40

Service Untitled

SEPTEMBER 8, 2010

From the top senior levels, management is obligated to show they care about employees. With those thoughts in mind, shouldn’t senior management work on motivating factors to help employees maintain their business loyalty and commitment? Have focus groups; consider an employee survey. Let’s start with the negatives.

Customer Service 40

Customer Service Self Esteem Suppliers Payroll 40

Service Untitled

MARCH 12, 2010

The Consumer Reports 2010 Car Brand Survey shows Toyota only down by 10% with Honda now in the lead. Depending on which survey you read, it is difficult to discern if Chevrolet and Ford have surpassed Toyota or still lag behind in sales.

Customer Service 40

Customer Service Postal Service 2010 Finance 40

Service Untitled

MAY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Use Glass Doors to Improve Accessibility Douglas May 15, 2009 Culture No Comments In my post on Wednesday , I touched on what I think is an important aspect of manager accessibility, a physically inviting workplace.

Customer Service 40

Customer Service Etiquette 2006 2009 40

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

Customer Service 40

Customer Service Holidays Etiquette 2006 40

Service Untitled

MARCH 24, 2009

Very few companies do a better job at managing crowds than Disney and whenever I was in line, I was impressed with how well Disney manages the waiting process. Any company that deals with long lines and large crowds can learn a lot from Disney and how they manage lines and crowds. Disney has perfected crowd control.

Customer Service 40

Customer Service Etiquette 2006 Holidays 40

Service Untitled

AUGUST 6, 2009

In one drive-through experience, I managed to find what seemed to be the black hole of McDonald’s and get told to pull up to the exact same window I was already at. I hand him my credit card and he then instructs me to pull up to the first window and continues to look at his screen.

Credit Card 40

Credit Card Customer Service Etiquette 2006 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.

Customer Service 40

Customer Service Etiquette 2010 2006 40

Service Untitled

JUNE 8, 2010

Regularly surveying customers, but keeping questions targeted to one specific area could evaluate the company’s progress. Bottomline: The book clearly explains starting and managing a company with practical and useful advice aimed towards customer service and employee satisfaction. We’ll Pick You Up.&#

Customer Service 40

Customer Service Staples Etiquette 2010 40

Service Untitled

APRIL 30, 2009

Share your short and long term strategies with your employees and let them know what the management team is working on. Consider having meetings with a couple of employees at a time where you answer questions and address concerns.

Office Depot 40

Office Depot Customer Service Etiquette 2006 40

Service Untitled

AUGUST 10, 2010

The unique and effective skills needed for managing heated confrontations need to be reinforced with role-playing and again – practice, practice, practice. The Devil is Really in the Details Customers use detail management as an indicator of a service. Training is based on practice, practice, practice.

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Customer Service Etiquette 2010 2006 40

Service Untitled

JUNE 14, 2010

Isn’t it up to team leaders and managers to supply the platforms that the customer service representatives can use as models, but still think independently for exemplary customer service? Customers want their problems fixed now and they dont want to hear “I cant do anything and you will need to speak to my manager&#.

Customer Service 40

Customer Service Etiquette 2010 AT&T 40

Service Untitled

FEBRUARY 26, 2010

Panera also provided cash bonuses for hourly workers as well as management incentives. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Panera kept employee hours steady when other restaurants were cutting hours.

2010 40

2010 Customer Service Restaurants Etiquette 40

Service Untitled

MAY 26, 2010

If you’re a manager, are you setting a positive example of service for your staff? He’s likely found in one of his franchise stores, working on his laptop, watching the servers create happy caffeinated moments for customers. What do you think? Have you defined your corporate mission, values and culture?

Customer Service 40

Customer Service 2010 Etiquette Social Media 40

Service Untitled

OCTOBER 22, 2010

Companies that have consistent positive brand images have measured, tested, and evaluated their target audiences to help identify what areas need immediate attention, and hence have employed new methods to manage any negative perceptions. Let’s begin with the classic example of Toyota. So what do these examples teach us?

Customer Service 40

Customer Service 2010 Suppliers Etiquette 40

Service Untitled

APRIL 14, 2010

I was also disappointed last year when I had a problem (not my fault) with American Express; they lumped all of my accounts together, and it wasn’t until I spent hours chasing after an elusive manager that I was finally able to get all of my accounts reinstated.

Credit Card 40

Credit Card Customer Service Purchasing Travel 40

Service Untitled

JUNE 15, 2010

Employees should be able to voice their opinions and concerns to management without the threat of repercussions. If an employee perceives something in the company policy or required protocol when dealing with customers isn’t working, someone in management should deal with the problem before it becomes a major issue.

Customer Service 40

Customer Service 2010 Etiquette Policies 40

Service Untitled

FEBRUARY 19, 2010

Tom Burello, a manager in Anderson, South Carolina, who has been with Publix for ten years praises the company as being an excellent and upbeat place to work. Plastic or paper and reusable “green&# bags are readily available as well as recycling bins for paper and plastic. “The stock sharing and the retirement plan is great.&#

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Customer Service Purchasing Etiquette 2010 40

Service Untitled

JANUARY 20, 2010

Joesph has over 20 years experience managing brands and engaging with customers. If you are looking to create brand ambassadors, I hope this post will point you in the right direction. Today’s post was written by Joesph Eitan, Founder and MD of Photo Paper Direct. No related posts to display.

Customer Service 40

Customer Service Fax Etiquette 2010 40

Service Untitled

OCTOBER 7, 2010

Social media is one of them and written commentary surveys are another listening post from each transaction. Lauderdale, we have a small Service Recovery Team that contacts customers who rate us as “poor” in written surveys. Answer: Through our listening posts.

Interviewing 40

Interviewing Customer Service Social Media Credit Card 40

Service Untitled

MARCH 10, 2010

This same commercial that has probably made all of you smile by now was able to communicate who Zappos is, what they want you to do and makes you want to do it.

Customer Service 40

Customer Service Interviewing Etiquette 2010 40

Service Untitled

JULY 15, 2009

My personal style is to talk to employees about what the problems and opportunities are before I talk to managers about the same thing. Went to the manager(s). At this point, I went to manager in chart of the department and showed him what I had come up with. In this particular situation, the manager was on board.

Customer Service 40

Customer Service Agenda Etiquette 2006 40

Service Untitled

APRIL 29, 2010

The Devil is Really in the Details Customers use detail management as an indicator of a service. Tighten your belt on Continental On Monday, Continental Airlines announced in-flight meals will now be. Delta Gets Proactive About a week ago, I received a letter from Delta. You can follow any responses to this entry through the RSS 2.0

Customer Service 40

Customer Service Travel Etiquette 2010 40

Service Untitled

OCTOBER 29, 2010

In a recent interview with Doria Camaraza , Senior Vice President and General Manager of Fort Lauderdale Service Center for American Express, Ms. The top three companies make their employees feel like the workplace is an extension of home; being treated like members of a large family.

Customer Service 40

Customer Service Interviewing Etiquette 2010 40

Service Untitled

MARCH 2, 2010

The Service Manager, Brandi immediately greeted me at the kiosk in the center of the lobby and was able to direct me to the financial specialist who could handle my special banking needs. Up until a few weeks ago, I had never been to a Wachovia Bank, but special circumstances for an ailing relative brought me there.

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Credit Card Customer Service 2004 2008 40

Service Untitled

OCTOBER 11, 2010

By 1976, the opening of the Four Seasons in San Francisco which entered into a management contract for The Clift already defined true luxury. Every morning service, quality, and culture brand are set forward by the guest relations manager. Every department is represented in the morning meetings from housekeeping to upper management.

Customer Service 40

Customer Service Travel Training Etiquette 40

Service Untitled

SEPTEMBER 9, 2010

When employees get nervous, defensive, and confused while managing customers, the lack of skills can only result in a loss of customers; thus the loss of revenue. I think we all have been in a position when we just didn’t want the item we purchased, but at times have been forced to lie when returning it.

Customer Service 40

Customer Service Purchasing Etiquette 2010 40

Service Untitled

SEPTEMBER 24, 2010

Could it be the Starbucks store manager deemed the store without power to be a much more dangerous place for customers than in the street seeking safer shelter? Which is safer in a major storm–being on an open street or being in a store surrounded by large plate glass windows?

Customer Service 40

Customer Service Etiquette 2010 2006 40