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Atricle Dump - Telephone Techniques: Boost Your Productivity With Effective Phoning
The ABCs of Customer Recovery
This week I present 26 little ideas to help you respond to complaints and difficult customers with much more ease….the ABC’s of Customer Recovery.A ct as if every lost customer’s sales come out of your paycheck.Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.C ommunicate with diplomacy and tact when you final answer is “no” and when explaining company policy.D on’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.E mpathize with unhappy customers and allow this empathy to season your responses.F ind a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.G ive a token item such a coupon as a concrete form of apology.H ave a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as impo
y make better use of our time but make a better impression on the person at the other end of the line, too.This week I present 26 little ideas to help you respond to complaints and difficult customers with much more ease….the ABC’s of Customer Recovery.A ct as if every lost customer’s sales come out of your paycheck.Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.C ommunicate with diplomacy and tact when you final answer is “no” and when explaining company policy.D on’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.E mpathize with unhappy customers and allow this empathy to season your responses.F ind a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.G ive a token item such a coupon as a concrete form of apology.H ave a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as impo
Outgoing Calls
Make a time. Allocate
CPA Courses
CPAs are required to have a broad understanding of a wide variety of concepts in the field of accounting. However, having extensive expertise only in accounting is just not enough. CPAs are required to be more than accountants.CPAs must be professionals who are broadly educated and who have the necessary technical competence and the analytical abilities, interpersonal and communication skills, and the cultural awareness that are necessary to serve the public. The reason a CPA is required to endow himself with so many skills lies in the complex and constantly changing environments around them.There are a variety of courses that CPAs must focus on to gain the necessary expertise.Accounting is obviously a must. In order to build a strong accounting foundation, the CPA must master the basics of accounting, which include financial accounting, managerial accounting, taxation and auditing.Behavioral Sciences are important because they give the CPA an in-depth understanding of the management practices followed in various business organizations. They teach the CPA the human factors that are involved in all levels of an organization.Business Law allows the CPA to be familiar with matters like constitutionality
One of the things that most impacts people’s productivity is not being able to focus on completing one task at a time – we are so overloaded with tasks and interruptions that it requires great discipline to avoid spending the entire day responding to other people’s agendas. Telephone calls, both making and receiving them, are one of the greatest disruptions to the flow of the day and to our ability to concentrate on the task at hand. And the use of mobile phones, while a great asset to our business and personal lives, requires a whole new set of communication skills as well as business and social etiquette. By managing how and when we make and receive calls we can not only make better use of our time but make a better impression on the person at the other end of the line, too.CPAs are required to have a broad understanding of a wide variety of concepts in the field of accounting. However, having extensive expertise only in accounting is just not enough. CPAs are required to be more than accountants.CPAs must be professionals who are broadly educated and who have the necessary technical competence and the analytical abilities, interpersonal and communication skills, and the cultural awareness that are necessary to serve the public. The reason a CPA is required to endow himself with so many skills lies in the complex and constantly changing environments around them.There are a variety of courses that CPAs must focus on to gain the necessary expertise.Accounting is obviously a must. In order to build a strong accounting foundation, the CPA must master the basics of accounting, which include financial accounting, managerial accounting, taxation and auditing.Behavioral Sciences are important because they give the CPA an in-depth understanding of the management practices followed in various business organizations. They teach the CPA the human factors that are involved in all levels of an organization.Business Law allows the CPA to be familiar with matters like constitutionality
Outgoing Calls
Make a time. Allocate
Putting A Little Work-Life Balance Into Your Career
You fill up your mug, jump in your car and head onto the dreaded commute of the day. Once you get to work chaos and more chaos surround you. Those half-an-hour breaks really don’t cut it anymore. By the time you get home late into the evening you really don’t have much time for anything but eating and sleeping which seems to keep adding to your waistline like your boss adds to your in box.When you were just starting your career the conventional wisdom stated that young professionals were expected to work, work more, and work like crazy until they grew that corporate ladder. The problem is that once you were promoted the work and responsibilities never stopped ending. The situation has become so unbearable that you don’t find the meaning in work anymore.If you are like most middle-aged professionals you begin to question the purpose of your life. Were you given life to work or is work designed so that you have some means to live? How we answer that question depends on our own personal backgrounds. What can be said with a level of certainty is that without a proper balance you won’t be very productive at work or in your life.The problem is that few of us know what life-balance is and what it looks like in our daily
that it requires great discipline to avoid spending the entire day responding to other people’s agendas. Telephone calls, both making and receiving them, are one of the greatest disruptions to the flow of the day and to our ability to concentrate on the task at hand. And the use of mobile phones, while a great asset to our business and personal lives, requires a whole new set of communication skills as well as business and social etiquette. By managing how and when we make and receive calls we can not only make better use of our time but make a better impression on the person at the other end of the line, too.You fill up your mug, jump in your car and head onto the dreaded commute of the day. Once you get to work chaos and more chaos surround you. Those half-an-hour breaks really don’t cut it anymore. By the time you get home late into the evening you really don’t have much time for anything but eating and sleeping which seems to keep adding to your waistline like your boss adds to your in box.When you were just starting your career the conventional wisdom stated that young professionals were expected to work, work more, and work like crazy until they grew that corporate ladder. The problem is that once you were promoted the work and responsibilities never stopped ending. The situation has become so unbearable that you don’t find the meaning in work anymore.If you are like most middle-aged professionals you begin to question the purpose of your life. Were you given life to work or is work designed so that you have some means to live? How we answer that question depends on our own personal backgrounds. What can be said with a level of certainty is that without a proper balance you won’t be very productive at work or in your life.The problem is that few of us know what life-balance is and what it looks like in our daily
Outgoing Calls
Make a time. Allocate
Banner Stands - Versatile Displays for Many Situations
When it comes to versatility and low cost in trade show or portable point of purchase displays it is hard to beat the popular banner stand. These units come in various sizes from about 2 feet wide to 6 feet high to as large as 4 feet by 8 feet.They can be used as stand alone displays for advertising a specific product, or they can be assembled in an array highlighting a number of different products. They can even be attached with magnetic strips to form a larger backdrop in multiples of 4 feet.For example you can use three 4 foot by 8 foot banner stands together to form one continuous backdrop that is 12 feet wide by 8 feet high. There is no less expensive way to create this kind of backdrop.** Print on a variety of materialsMost display shops can print graphics for banner stands on anything from super cheap paper (not recommended) to heavy duty vinyl. Graphics can be printed on a high resolution full color wide format ink jet, and then laminated with a low-glare coating that protects them at the same time as making them look impressively professional.When designing graphics for banner stands most designers will use a dramatic product photograph over the entire background, and a simple headline or on
reatest disruptions to the flow of the day and to our ability to concentrate on the task at hand. And the use of mobile phones, while a great asset to our business and personal lives, requires a whole new set of communication skills as well as business and social etiquette. By managing how and when we make and receive calls we can not only make better use of our time but make a better impression on the person at the other end of the line, too.When it comes to versatility and low cost in trade show or portable point of purchase displays it is hard to beat the popular banner stand. These units come in various sizes from about 2 feet wide to 6 feet high to as large as 4 feet by 8 feet.They can be used as stand alone displays for advertising a specific product, or they can be assembled in an array highlighting a number of different products. They can even be attached with magnetic strips to form a larger backdrop in multiples of 4 feet.For example you can use three 4 foot by 8 foot banner stands together to form one continuous backdrop that is 12 feet wide by 8 feet high. There is no less expensive way to create this kind of backdrop.** Print on a variety of materialsMost display shops can print graphics for banner stands on anything from super cheap paper (not recommended) to heavy duty vinyl. Graphics can be printed on a high resolution full color wide format ink jet, and then laminated with a low-glare coating that protects them at the same time as making them look impressively professional.When designing graphics for banner stands most designers will use a dramatic product photograph over the entire background, and a simple headline or on
Outgoing Calls
Make a time. Allocate
Mystery Shoppers Keep Customer Service Employees on Their Toes
A customer quietly walks into a shoe store, buys a pair of shoes, leaves, and then tries to return them, unused, the next day. After she leaves the shoe store she decides she needs a bite to eat, pops into a restaurant, and asks to be seated. After lunch, she drops in at her bank to iron out a problem with her checking account.She may have had good or bad experiences along her route. She either succeeded or failed in getting a refund on the pair of shoes; she got a good seat at the restaurant, or one tucked away in a corner next to the restrooms; she found a helpful bank employee who solved her problem or had to deal with a surly, defensive clerk who blamed the problem on the customer.Whatever experiences she’s had, the companies she visited are going to found out, because she’s working for them. She’s a mystery shopper.Large and small companies in the U.S. and Canada are relying increasingly on mystery shoppers to discover strengths and weaknesses, not only in their personnel’s interactions with customers, but in company policies and procedures that either optimize or hinder their ability to serve their customers. Mystery shoppers engage the company’s customer service personnel, make transactions, and then file
rsonal lives, requires a whole new set of communication skills as well as business and social etiquette. By managing how and when we make and receive calls we can not only make better use of our time but make a better impression on the person at the other end of the line, too.A customer quietly walks into a shoe store, buys a pair of shoes, leaves, and then tries to return them, unused, the next day. After she leaves the shoe store she decides she needs a bite to eat, pops into a restaurant, and asks to be seated. After lunch, she drops in at her bank to iron out a problem with her checking account.She may have had good or bad experiences along her route. She either succeeded or failed in getting a refund on the pair of shoes; she got a good seat at the restaurant, or one tucked away in a corner next to the restrooms; she found a helpful bank employee who solved her problem or had to deal with a surly, defensive clerk who blamed the problem on the customer.Whatever experiences she’s had, the companies she visited are going to found out, because she’s working for them. She’s a mystery shopper.Large and small companies in the U.S. and Canada are relying increasingly on mystery shoppers to discover strengths and weaknesses, not only in their personnel’s interactions with customers, but in company policies and procedures that either optimize or hinder their ability to serve their customers. Mystery shoppers engage the company’s customer service personnel, make transactions, and then file
Outgoing Calls
Make a time. Allocate
On The Road Again...Techniques For Increasing Productivity When You're Traveling
In spite of all the talk about the romance of travel, if you’re frequently on the road for business, you know the story is often quite different! If you’re wandering around Europe with a significant other, missing a connection may only mean one less wonderful sightseeing opportunity in the city before you leave. If it happens on business travel, it often means chaos and lost opportunities. Through careful preparation, the loss can be minimized – and if you’re really clever, new opportunities created!Here are some tips you can use to hit the road with confidence. (If you’re lucky enough to have an assistant, let him/her do some of the organizing for you!)1. Start planning the trip as soon as possible. As soon as you get wind of an upcoming trip, begin collecting information in a file folder labeled with the date and event. (Don’t overlook that reservations and other info you need is easily and quickly available on the Internet!) Your trip folder can contain:• airline tickets• car rental confirmation/coupons• hotel confirmation• directions to hotel/appointment• names of contacts in site city• map of the local area2. Set up a section in your filing system for “Upcoming Trip
y make better use of our time but make a better impression on the person at the other end of the line, too.In spite of all the talk about the romance of travel, if you’re frequently on the road for business, you know the story is often quite different! If you’re wandering around Europe with a significant other, missing a connection may only mean one less wonderful sightseeing opportunity in the city before you leave. If it happens on business travel, it often means chaos and lost opportunities. Through careful preparation, the loss can be minimized – and if you’re really clever, new opportunities created!Here are some tips you can use to hit the road with confidence. (If you’re lucky enough to have an assistant, let him/her do some of the organizing for you!)1. Start planning the trip as soon as possible. As soon as you get wind of an upcoming trip, begin collecting information in a file folder labeled with the date and event. (Don’t overlook that reservations and other info you need is easily and quickly available on the Internet!) Your trip folder can contain:• airline tickets• car rental confirmation/coupons• hotel confirmation• directions to hotel/appointment• names of contacts in site city• map of the local area2. Set up a section in your filing system for “Upcoming Trip
Outgoing Calls
Make a time. Allocate a specific time or times to make your outgoing calls, including return calls to people who have left messages for you. This way you won’t disrupt yourself mid-task to make a call you just remembered you need to make – simply make a note of it and call during the allocated times. You’ll also be better able to focus on the conversation and the needs of the person you are calling when you are focused on the call, rather than trying to fit it in while you’re concentrating on something else.
Think before you speak. Think about the call before you make it – know the reasons why you are calling and what you want to come out of the conversation. Also, think about the
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