Office Dynamics

MARCH 12, 2015

Don’t forget to download your handout before watching: Why Assistants Should Consider Certification Handout. It is very hard for small business to find the money to support training. I wrote an article called Getting To Yes that outlines the steps you need to take to persuade your executive to support your training.

IAAP 100

IAAP ASAP Administrative Professionals Training 100

Service Untitled

SEPTEMBER 21, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

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Customer Service Training Etiquette 2010 40

Office Dynamics

APRIL 30, 2015

Here’s a recap of just some of the amazing things that went on this year in celebration of you, Administrative Professionals: Executive Secretary Magazine sent out daily gifts from a variety of organizations specifically for administrative professionals learning benefit. Business Management Daily had a daily free download or gift.

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2015 Administrative Professionals OfficeTeam Staples 100

Service Untitled

SEPTEMBER 27, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Quality vs. quantity in customer service Cheryl September 27, 2010 Behind the Scenes , Customer Satisfaction , Customer Service No Comments Productivity and efficiency is what an organization wants from a customer service team.

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Customer Service Etiquette 2010 2006 40

Service Untitled

AUGUST 27, 2010

Without a process-focused organization, employees are stomping out fires, missing out on opportunities, and generally wasting time and money because of poor planning and lack of vision. Senior managers have to be involved, instead of just delegating training to lower-level managers. Leaders need to get organized and have vision.

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Customer Service Suppliers 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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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

Employees need to be better trained and rewarded for exemplary customer service behaviors using team awards, benefits and senior management acknowledgments. Organizations need not be defensive, and should help employees learn and train what will make the customer experience better.

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Customer Service Etiquette 2010 2006 40

Service Untitled

SEPTEMBER 23, 2010

Assuming an organization has quality products, and they are reasonably priced, can we find different ways to market both our wares and our abilities? Where would I be if I didn’t recommend that organizations create a blog? Let’s look at some of the possibilities.

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Customer Service Social Media Interviewing Etiquette 40

Service Untitled

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

Service Untitled

OCTOBER 26, 2010

It’s going back to basics that drives the train of success. Using the analogy of a train, the depots may have improved in their appearances with more comfortable benches, but the destinations are still the same. I am probably not the only customer out here feeling this way. Resolve my problem.

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Customer Service Etiquette AT&T 2010 40

Service Untitled

APRIL 30, 2009

Odland said that if everyone at Office Depot knew as much as he did (in terms of cause and effects, how actions fit in with the rest of the company, etc.), the company would be much more cohesive and efficient.

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Office Depot Customer Service Etiquette 2006 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.

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Customer Service Holidays Etiquette 2006 40

Eat Your Career

AUGUST 9, 2010

Workbooks Stress Management Workbook Time Management Magic Reinvent Your Career Workbook More Tasty Goodness Career Management Consulting Job Interview Coaching Resume Revision Group Training & Public Speaking Eat My WHAT?! Offer to help train others and organize your work as best you can for an easy transition.

2010 100

2010 Stress Resume Cover Letter 100

Service Untitled

NOVEMBER 6, 2009

Where exactly escalations originate from depends a lot on the particular company and how its customer service organization is setup. The escalations might come down from the CEO or the President, across from PR or the Internet, or up from floor supervisors and regular agents. There are a couple of different views on this.

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Customer Service Etiquette Policies 2006 40

Service Untitled

JUNE 15, 2010

Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedication. From self-awareness, employees can nurture customer satisfaction.

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Customer Service 2010 Etiquette Policies 40

Service Untitled

OCTOBER 25, 2010

From there an organization could concentrate on potential new sales, support, and marketing strategies to retain customers and find new ones. For the last 30 years, traditional customer service recruiting, training, Maximizing Social Media: Part 1 of 2 When we were kids we use to construct a “phone. Networking.

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Social Media Customer Service Etiquette 2010 40

Service Untitled

SEPTEMBER 22, 2010

How does your organization or American Express think about what a Centurion card member gets or a Platinum card member? Answer: What we do in training is make sure that our customer care professionals do several things and do them exceedingly well. Gauging the mood of the customer is an extremely important part of the CCPs job.

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Interviewing Customer Service Credit Card Atrium 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

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 28, 2010

Software spots negative and positive comments specific to the organization. So how do structured data analysis feedbacks work? For sure they are less precise, but companies agree they are “good enough.&# For Choice Hotels and Gaylord Hotels , data will reflect service, rooms, and employee behaviors; tracking trends both good and bad.

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Customer Service Office Depot Purchasing Etiquette 40

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OCTOBER 11, 2010

I am asking every Four Seasons hotel to organize, along with the local branch of the Canadian Cancer Society, a Terry Fox Marathon of Hope Run to be held on the first Sunday in October. The book offers excellent advice on training to help employees realize the importance of consistently amazing customer service. You started it.

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Customer Service Travel Training Etiquette 40

Service Untitled

FEBRUARY 12, 2010

All good customer service is a result of an organized system and constantly improving what you want to achieve; the results can make a big difference. It is really hard to go above and beyond by yourself.

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Customer Service Etiquette 2010 Interviewing 40

Service Untitled

AUGUST 30, 2010

With nearly a one-click installation, different categories were organized giving people the opportunity to discuss pre-sale questions, member questions, customer support, while creating a personal touch. She started with the very basic questions and answers customers would repeatedly ask her and has been adding more ever since.

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Customer Service Social Media Credit Card Etiquette 40

Service Untitled

JUNE 22, 2010

I also suggest a few questions to assess age group, gender, and demographics, and at the end of the survey, make sure you provide an email address or contact information for a customer who feels they may want to contact someone in your organization. You never know; you could be gaining another loyal customer.

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Customer Service Purchasing Etiquette 2010 40

Service Untitled

JULY 26, 2010

For the dollars they bring in and the money all staffers bring home (sorry nurses, don’t tell me how hard you work…most everyone in the U.S. works their butts off) you’d think they’d appreciate where those paychecks are coming from!

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Customer Service Medical Health Etiquette 40

Service Untitled

FEBRUARY 17, 2010

You’ve probably already received training on how to deal with angry or difficult customers, but there are rare times when you have to tell a customer “No&# because what they are asking is beyond the scope of what you’re capable of doing. Oftentimes, you’ll come up with reoccurring problems that need to be addressed.

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Customer Service Etiquette 2010 Social Media 40

Service Untitled

APRIL 19, 2010

I’m always amazed at how some organizations just don’t get it. However, a lot of organizations fail to take one step further, that is to communicate back to customers what you have changed. Sandra Tung said: Apr 21, 10 at 4:46 pm It’s important to listen to feedback and take actions to address customer concerns.

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Customer Service Etiquette 2010 Social Media 40

Service Untitled

OCTOBER 21, 2009

More customer-centric organizations tend to favor lower call abandonment rates (fewer people hang up, more people talk to employees). A support organization that is efficiently staffed, can usually decrease their abandonment rates quite drastically. email, web, etc.). I would also separate IVR disconnects from abandonment rate.

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Customer Service Phones Promotion AT&T 40

Service Untitled

SEPTEMBER 3, 2010

Professionals typically progress and work their way through the organization to build experience. 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?

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Interviewing Customer Service Credit Card Promotion 40

Service Untitled

JULY 15, 2009

The time from first meeting to implementation was about a week and we’ve continued to follow up since then to tweak things further, but overall, this schedule and general procedure for making changes tends to be effective within support organizations. No related posts to display.

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Customer Service Agenda Etiquette 2006 40

Service Untitled

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. We feel customer service is an investment, which is the real business differentiator for our organization.

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Interviewing Customer Service Social Media Credit Card 40

Service Untitled

JUNE 24, 2010

We invest a lot of resources into employee training and offer several seminar programs and consultations for our customers. However, we work hard with our retail partners on training their staff or providing in-store tools that help in guiding customers. Customer service must go above and beyond what the end-user might expect.

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Interviewing Customer Service 2010 Etiquette 40

Service Untitled

MARCH 26, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer focus development Cheryl March 26, 2010 Customer Service , Hiring & Training , Proactive , Service Untitled 3 Comments Customer focus is more than just adding directions to your company’s mission statement or sending everyone to training.

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