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! By Nancy Fraze, Reporter in the Field. It’s exciting and rewarding.”.

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Administrative Professionals Retirement Training Assertiveness 100

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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.

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Customer Service Restaurants 2010 Etiquette 40

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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?

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Social Media Customer Service Etiquette 2010 40

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SEPTEMBER 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee engagement is a force behind success Cheryl September 08, 2010 Behind the Scenes , Employees , Hiring & Training 2 Comments Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization’s interest.

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Customer Service Self Esteem Suppliers Payroll 40

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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.

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Customer Service Suppliers Etiquette 2010 40

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SEPTEMBER 27, 2010

It becomes a finely honed combination of quantity and efficiency developed by knowledge of the product, understanding the needs of customers, training, and the support tools available to the customer service team. Solving someone’s issues with courtesy, honesty and efficiency breeds quantity also.

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Customer Service Etiquette 2010 2006 40

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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.

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Customer Service Travel Etiquette 2010 40

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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. It’s not over yet; the hypersensitive press and public are waiting.

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Customer Service Postal Service 2010 Finance 40

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AUGUST 10, 2010

Training is based on practice, practice, practice. 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.

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Customer Service Etiquette 2010 2006 40

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MARCH 10, 2010

The culture of the company is what the company is all about, and as new employees train with two weeks of classroom training and two weeks of practical knowledge answering customer calls, they are offered money to the tune of $1000 to quit if they feel they do not fit with the culture.

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Customer Service Interviewing Etiquette 2010 40

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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

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JUNE 8, 2010

Regularly surveying customers, but keeping questions targeted to one specific area could evaluate the company’s progress. Included in the training were steps to turn angry customers around. We’ll Pick You Up.&# The book emphasizes that satisfying customers is not complicated. What could we have done to improve our service?

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Customer Service Staples Etiquette 2010 40

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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.

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Customer Service Etiquette 2006 2009 40

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SEPTEMBER 9, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help your customer service staff to help your business succeed Cheryl September 09, 2010 Behind the Scenes , Customer Service , Hiring & Training 1 Comment I was pulling into my office this morning when I heard a Zappos commercial on the radio.

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Customer Service Purchasing Etiquette 2010 40

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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.

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Customer Service Travel Training Etiquette 40

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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.

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Credit Card Customer Service Etiquette 2006 40

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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.

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Customer Service Holidays Etiquette 2006 40

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FEBRUARY 19, 2010

Better trained employees take a personal interest in the business and the customers. 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. The stores are uncluttered, well-stocked and clean.

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Customer Service Purchasing Etiquette 2010 40

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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.

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Office Depot Customer Service Etiquette 2006 40

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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.

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Customer Service Etiquette 2006 Holidays 40

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SEPTEMBER 22, 2010

Answer: What we do in training is make sure that our customer care professionals do several things and do them exceedingly well. We want to be sure we are empowering our professionals, providing the environment, training and support to empower them to leave a positive, lasting impression on our customers and effectively serve them.

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Interviewing Customer Service Credit Card Atrium 40

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SEPTEMBER 3, 2010

Question: How do you train for Relationship Care? How do you train someone that when a customer says I am moving and need to change my address to start suggesting home improvement and all that? Answer: It all starts in customer care professional classroom training. It’s why we “hire for the will and train them for the skill.”

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Interviewing Customer Service Credit Card Promotion 40

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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. Here are some suggestions: Initiate high quality training programs. Colleagues support each other, and everyone matters when they come to work. CEO and all leaders need to be available.

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Customer Service Interviewing Etiquette 2010 40

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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.

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2010 Customer Service Restaurants Etiquette 40

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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?

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Customer Service 2010 Etiquette Social Media 40

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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&#.

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Customer Service Etiquette 2010 AT&T 40

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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?

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Customer Service 2010 Suppliers Etiquette 40

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AUGUST 26, 2010

Part one includes an introduction to Doria and her background with American Express, a quick overview of the different service centers that American Express has around the country, and some information on how American Express hires and trains its customer service representatives (called Customer Care Professionals). Things like that?

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Interviewing Customer Service Credit Card Networking 40

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OCTOBER 7, 2010

After 23 years here, our competition cannot replicate the level of service we provide, customer service is part of our DNAnswer: We hire for it, we train for it, we reinvest in our people through constant upskilling. Social media is one of them and written commentary surveys are another listening post from each transaction.

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Interviewing Customer Service Social Media Credit Card 40

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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.

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Credit Card Customer Service Purchasing Travel 40

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AUGUST 24, 2010

Of course the main factors of incompetence, rudeness, minimal training, and economic cutbacks have made their profound impact on negative customer service experiences, so why not help ourselves feel better, help to improve the company’s customer service, and earn some perks at the same time?

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Customer Service Credit Card Travel Fax 40

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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.

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Customer Service 2010 Etiquette Policies 40

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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.

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Customer Service Fax Etiquette 2010 40

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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

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Customer Service Travel Etiquette 2010 40

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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

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FEBRUARY 12, 2010

Absolutely, but the customer was so satisfied she made a point to congratulate the store manager about the excellent and helpful store employee. Then the employee returns to stocking the shelves. Did the employee go beyond his job of stocking shelves? In a local hair salon, a regular client was in the middle of a hair highlighting.

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Customer Service Etiquette 2010 Interviewing 40

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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.

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Customer Service Agenda Etiquette 2006 40