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.

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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

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.

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Customer Service Interviewing Etiquette 2010 40

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. Employees need to be better trained and rewarded for exemplary customer service behaviors using team awards, benefits and senior management acknowledgments.

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Customer Service Etiquette 2010 2006 40

Service Untitled

MARCH 10, 2010

How to get a customer service job Last week my friend Sara went on an interview at. 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. The video is after the jump. You can follow any responses to this entry through the RSS 2.0

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Customer Service Interviewing Etiquette 2010 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.

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Customer Service Etiquette 2006 2009 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. “It’s not that we have less customers,&# states Dave Billingsby, manager of a local restaurant in Palm Beach Gardens, “they just spend less; an average of 7%.

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Customer Service Restaurants 2010 Etiquette 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.

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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.

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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.

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Customer Service Holidays Etiquette 2006 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.

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Office Depot Customer Service Etiquette 2006 40

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. photo credit: ugoon Possibly Related Posts: How social media affects customer service Social media is everywhere.

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Social Media Customer Service Etiquette 2010 40

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. Then the employee returns to stocking the shelves. Did the employee go beyond his job of stocking shelves?

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Customer Service Etiquette 2010 Interviewing 40

Service Untitled

OCTOBER 20, 2010

The managing director of ACSI stated, “In a down economy, (consumers) say, ‘Quality is nice, but I need to get a good value for my money.’ Ann Arbor based American Customer Satisfaction Index surveyed 1000 soft drink shoppers in June and July and asked questions about different types of sodas and their value for the money.

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Customer Service 2010 Etiquette 2006 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.

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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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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?

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Customer Service 2010 Etiquette Social Media 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&#.

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Customer Service Etiquette 2010 AT&T 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?

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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.

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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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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

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.

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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? Let’s start with the negatives. Eliminate the unknown for employees.

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Customer Service Self Esteem Suppliers Payroll 40

Service Untitled

JUNE 11, 2010

According to Stuart Greif, vice president and general manager of global traffic and hospitality for JD Power and Associates, “Airlines generally compete based on costs and fees which is necessary to make their organizations stronger in an extremely difficult environment.

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Customer Service Travel Etiquette 2010 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

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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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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.

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Customer Service Purchasing Etiquette 2010 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.

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Customer Service Etiquette 2006 Holidays 40

Service Untitled

JUNE 8, 2010

Bottomline: The book clearly explains starting and managing a company with practical and useful advice aimed towards customer service and employee satisfaction. The author’s logical sequence keeps you interested and entertained.

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Customer Service Staples 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?

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Customer Service Etiquette 2010 2006 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.

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Customer Service Agenda Etiquette 2006 40

Service Untitled

APRIL 19, 2010

When the company has identified its goals, the business can choose a cross-section of participants for the interviews and find out how they perceive a particular product or even the efficiency of their customer service. JenniferH, TOA Tech said: Apr 22, 10 at 2:31 pm You bring up an excellent point.

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Customer Service Etiquette 2010 Social Media 40

Service Untitled

MARCH 12, 2010

Bob Carter, group vice president and general manager of Toyota Motor Sales, USA stated, “We launched this program to expand the focus on our customers, and thank them for their loyalty by adding value to our products.&#

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Customer Service Postal Service 2010 Finance 40

Service Untitled

AUGUST 24, 2010

When you have to wait too long for your car servicing because the service manager ordered the wrong part, ask for a free oil-change the next time. You don’t have to just rollover and accept the bad service; just have the patience and extend the grace to the company allowing them to make it up to you.

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Customer Service Credit Card Travel Fax 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.

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Customer Service Travel Training Etiquette 40

Service Untitled

FEBRUARY 19, 2010

The manager came over to me, listened to my problem with my cell phone and my time restraints; asked me if I wanted to leave the phone and come back after I picked up my children, and during that time my phone would be either repaired or replaced.

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