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Atricle Dump - Five Keys to UNFORGETTABLE Phone Service
It's true, the internet has opened new doors for finding jobs and careers, including full time and part time positions. Job search is incredibly easy compared to how it used to be, but that doesn't mean securing a job is easier, as the competition has also increased. I can still remember when the only 3 methods for finding job opportunities were through publications, bricks and mortar agencies, and word by mouth. However, the later is still by far the best way to secure a position as it has the least competition, which is always a good thing.The internet has really simplified our world these days and what used to take us countless hours, days, or even weeks to do, can now be achieved faster than a speeding bullet. This includes all kinds of stuff from shopping, researching, banking, bookings, and of course, jobs. With the tap of a few keys, it's now possible to do a quick or
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
O
While for-profit corporations and non-profit charities have their obvious differences, they have at least two things in common: They need to take in money in order to survive, and they need to connect with the individuals or organizations that need their products or services.With the for-profit company, the money comes from the customer; non-profits, on the other hand, have to seek funds from donors and then promote their services so that the people they propose to help know of them and can find them.For both types of organizations, branding helps enormously. Coca Cola's dramatic red and white logo is recognized instantly by billions of people around the world, as is the stylish little swash of Nike. When the tsunami hit in South East Asia and Hurricanes Andrew, Rita, and Katrina struck in the U.S., donations poured in to the Red Cross, a familiar, trusted international cha
Wow.
Well, it’s 2007. How many customers are you going to lose from poor phone service this year?
Hopefully, zip. But let’s explore five keys to UNFORGETTABLE phone service just to make sure.
UNFORGETTABLE Openers
Customers will form an impression of you – and your company - within the first few seconds of their phone call. That’s why the first words out of your mouth are absolutely crucial.
What’s your present opening line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question. You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK
It is likely that your company already has many rules and regulations that are in effect for its employees. Whether or not it's acceptable to smoke in the building, where and when employees are allowed to eat lunch, and even as simple as what time the employee should report to work each day, there are many rules that most of the employees already know.There may also be many other rules and regulations your company has that perhaps the employees are not as familiar with, and this means that each time an issue arises, the owner, the human resources director, or a manager has to figure out what these rules are as you go along.On top of all the above, there may be laws at the federal, state, and local level with which your company is required to be in compliance, and perhaps you or your employees aren't even aware of them. An employee handbook that is researched and properly fo
Hopefully, zip. But let’s explore five keys to UNFORGETTABLE phone service just to make sure.
UNFORGETTABLE Openers
Customers will form an impression of you – and your company - within the first few seconds of their phone call. That’s why the first words out of your mouth are absolutely crucial.
What’s your present opening line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question. You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
O
Marshall Field’s, the trendsetting, always fashionable icon of customer service in retailing, is about to become history in downtown Chicago.Macy’s, its owner, is renaming the store after itself.With the closing of Field’s another bright chapter in the history of customer service is also coming to an end.Field’s was known for carrying special merchandise, for being a place where patrons could meet for lunch, and for marketing savvy.It was so embedded into the popular lore that Chicagoans made Marshall Field, its founder, an icon of accomplishment, and a symbol of business success.My father used to tell the story about how he was accepted to a prestigious military college, but his dad wasn’t keen on the idea of his going.Grandpa reduced his concern about his son’s future to a pithy question:“Would you rather be a Field Marshal or a Marshall
What’s your present opening line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question. You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
O
The Behavioral Selection Method (BSM) is quickly becoming the most utilized method of selecting candidates for employment. The reason: it is VERY effective.There are three kinds of information the recruiters are trying to get from you.1. Work & Education History / Certifications / Skills2. Specific Experiences3. Interest / DesiresYour resume will provide the “high-line” facts, such as where you went to school and what you’ve done, and for whom. All this really does however is tell the recruiter if you *seem* to have the requisite skills and background to be considered further. Remember, the resume is used to screen you out, not in.Thus, unless you have all the requisite, preferred facts on your resume, i.e. the right school, the right experience, or the right GPA, don’t depend on your resume to get you any further in the process. Rather, focus on
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
O
Good marketing positioning is like good lying. No, we’re not suggesting that you lie when creating your company and product positioning. Anything but, in fact. But, it’s remarkable how much the properties of good positioning resemble the properties of a good lie.Like an effective lie, an effective positioning statement should be:1. Believable. A lie that no one believes is rather pointless, isn’t it? Well, the same is true of your company or product’s positioning. If it’s not believable, then it’s useless. Ensure that the key elements of your positioning statement are rooted in truth, and that the assertions that you’re making about your company’s or product’s capabilities will pass the sniff test of a jaded observer who has seen it all before when it comes to the outlandish statements that a lot of software and information technology companies insist on making.<
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTABLE Waiting
When I was working at the Ritz Carlton, the phone light would start blinking rapidly after thirty seconds of hold time. If an employee was in the area and didn’t pick up the phone to assist the guest, he was written up.
Sure, it was harsh. But you better believe we picked up every call within thirty seconds! Dominoes would have been proud.
Look. Hold time is still a tough issue. I’m not going
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