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Casual Articles - Edge Out the Competition: The 7 Keys to Service Excellence
IntroductionThe purpose of this paper is to gain an understanding of project management and to give a brief overview of the methodology that underpins most formally run projects. Many organisations do not employ full time Project Managers and it is common to pull together a project team to address a specific need. While most people are not formally skilled in project methodology, taking a role in a project team can be an excellent learning opportunity and can enhance a person’s career profile.What is a Project?A project is a temporary and one-time exercise which varies in duration. It is undertaken to address a specific need in an organisation, which may be to create a product or service or to change a business process. This is in direct contrast to how an organisation generally works on a permanent basis to produce their goods or services. For example the work of an organisation may be to manufacture trucks on a continual basis, therefore the work i
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and t
One must check one’s eligibility to be able to make free grant application. Free grant application are only allowed to qualified individuals or organizations. If you are not a student for example, you cannot make a free grant application for the campus-based aid programs. Free grant application will depend on your needs. And the eligibility requirements to be able to forward the free grant application.Students can make free grant application using the Free Application for Federal Student Aid (FAFSA) form whether online or on paper. FAFSA can be accessed by its website http://www.fafsa.ed.gov/. Free grant application eligibility for students include:Existing financial need.Submit high school diploma or General Education Development (GED) certificate or pass “ability to benefit” test approved by Department of Education.Studying toward a degree or certificate.Must be enrolled in an eligible program.U.S. citizen or eligible non-citizen with valid Social Security Numb
Successful companies do what others have failed to do in this discipline we call business! They take advantage of the most dynamic opportunity open to the business owner or decision maker. They vow to become the best customer service provider in his or her industry. They realize that customer service not only drives customer sales; but also drives repeat consumerism and ultimately bottom line profitability.
Are you passing up this critical opportunity because you have no strategic customer service focus, vision or mission? Is your customer service strategy being utilized to enhance your competitive edge? Or is your current strategy laying a foundation for ultimate failure in your industry?
At one time, “good” customer service was the sign of a “good” customer service provider. But, in today’s fast paced, high tech, fast paced business environment, “good” just isn’t good enough anymore. The average customer will only give you one chance to disappoint them before they hand their hard earned income over to your closest competitor. Today’s consumer expects appreciation for choosing you as the winner of their valuable dollars. There are many competitors out there competing for their money. Your goal is to assure that they not only chose you; but consistently come back to you to build a strong foundation to your business!
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a business can measure its success in the consumer market. Successful business mandates that those who consume a product or service be fully satisfied with their purchase, which means they must be satisfied with the emotional satisfaction associated with the purchase.
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical importance and that when they spend their dollars on your product or service, they have made a wise investment of their hard earned funds. The wise business owner understands that at the core of a consumer’s psychological needs associated with the consumption of the product or service is the interaction and impression the consumer gets from your company’s first line of defense – the customer service provider.
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and t
It is often tempting to jump into the first opportunity for a commercial loan that you may come across. While your tendency may be to focus on how additional funds may support or expand your business or commercial real estate portfolio, you have to take the time to make two important considerations - choosing the right commercial lender as well as the right loan for your business. You should evaluate potential lenders as well as their commercial financing options to see which are best suited for your needs.Is the lender trustworthy?You need a lender who will act as a partner for your business. There are reliable and respectable lenders who are willing to guide you through the difficulties of acquiring the right financing package. On the other hand, there are less-than-reputable lenders who prey on and take advantage of companies in need of quick funding. While the top lenders have solid reputations, you should check for references for smaller lenders.Do the lender references check out?ider in his or her industry. They realize that customer service not only drives customer sales; but also drives repeat consumerism and ultimately bottom line profitability.
Are you passing up this critical opportunity because you have no strategic customer service focus, vision or mission? Is your customer service strategy being utilized to enhance your competitive edge? Or is your current strategy laying a foundation for ultimate failure in your industry?
At one time, “good” customer service was the sign of a “good” customer service provider. But, in today’s fast paced, high tech, fast paced business environment, “good” just isn’t good enough anymore. The average customer will only give you one chance to disappoint them before they hand their hard earned income over to your closest competitor. Today’s consumer expects appreciation for choosing you as the winner of their valuable dollars. There are many competitors out there competing for their money. Your goal is to assure that they not only chose you; but consistently come back to you to build a strong foundation to your business!
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a business can measure its success in the consumer market. Successful business mandates that those who consume a product or service be fully satisfied with their purchase, which means they must be satisfied with the emotional satisfaction associated with the purchase.
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical importance and that when they spend their dollars on your product or service, they have made a wise investment of their hard earned funds. The wise business owner understands that at the core of a consumer’s psychological needs associated with the consumption of the product or service is the interaction and impression the consumer gets from your company’s first line of defense – the customer service provider.
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and t
Business etiquette is in essence about building relationships with people. In the business world, it is people that influence your success or failure. Etiquette, and in particular business etiquette, is simply a means of maximising your business potential.If you feel comfortable around someone and vice versa, better communication and mutual trust will develop. This comfort zone is realised through presenting yourself effectively. Business etiquette helps you achieve this.Business etiquette revolves around two things. Firstly, thoughtful consideration of the interests and feelings of others and secondly, minimising misunderstandings. Both are dependent upon self conduct. Business etiquette polishes this conduct.Business etiquette varies from region to region and country to country. For the international business person, focusing too deeply on international business etiquette would leave no time for business. However, there are some key pillars upon which good business etiquette is built.<
The Production Era axiom of “build a better mousetrap, catch the bigger mouse” is no longer the standard by which a business can measure its success in the consumer market. Successful business mandates that those who consume a product or service be fully satisfied with their purchase, which means they must be satisfied with the emotional satisfaction associated with the purchase.
It is crucial that decision makers understand the psychology of today’s consumer. They want to feel that their patronage is of critical importance and that when they spend their dollars on your product or service, they have made a wise investment of their hard earned funds. The wise business owner understands that at the core of a consumer’s psychological needs associated with the consumption of the product or service is the interaction and impression the consumer gets from your company’s first line of defense – the customer service provider.
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and t
Deluxe business forms have been popular for a long time now. In fact, Deluxe has been the supplier businesses have trusted for over eight decades now. Deluxe business forms along with deluxe checks, tax forms, and personalized products are widely in use. Deluxe Business Checks and Solutions is a business unit of Deluxe Small Business Sales Inc. If you are thinking of starting a new venture, Deluxe business forms are the apt choice. Deluxe's product line includes a wide variety of professional quality checks and forms for small and growing businesses. Deluxe business forms are compatible with today's accounting software packages.Deluxe offers its customers a promise to maintain service with a personal touch. Deluxe's growth is based on a commitment to customer service. Deluxe has a dedicated online resource catering to the needs of the small businesses with faster and more efficient access to deluxe forms. Deluxe forms could be adjudged the dynamic resource of ideas for growing businesses.Deluxe'
True Customer Service is not just a response to customer dissatisfaction as one broad definition has implied. True customer services is a very proactive, well developed, organized program of ensuring that your product or service is the very best that your target consumer can expect. The elements of a good Customer Service Program are responsiveness, convenience, quality, competence, gratification, sincerity, and integrity. These are the Seven Standards of Service Excellence! If these standards are absent from your customer service program, your bottom line will suffer. It is, therefore, crucial to your success, that your front line customer service personnel are well versed in and understand the impact of these standards of service excellence.
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and t
Most of the current Yellow Page directories are printed on white paper. Yellow ink is printed over it to merely give the appearance of yellow paper. That allows the ability of the publisher to print full color on white paper, as with magazines and newspapers. There are many other misconceptions that most businesses and consumers assume. Here are a few more: The largest ads mean the products or services offered are the most expensiveMost people now use the Internet insteadThey were invented by the Chinese, hence the “Yellow.”National companies use other media for their advertisingBusinesses with “A” names get the first calls These are just a few of many myths, but let’s explore these few. To begin with, ad size as absolutely nothing to do with product cost. Just as the largest companies like Home Depot actually sell their goods for less than the small local hardware store. Therefore, large could actually equate to lower cost.Next, a
THE 7 STANDARDS DEFINED:
Responsiveness is the prompt attention to consumer problems, concerns, and issues. Answering the telephone quickly; being understanding and empathetic; listening, listening, and listening some more. Most customers just want someone to listen and understand. Insure that you have policies and people in place who truly care for and take care of customer concerns. After all, without the customer, you would be a non-entity.
Convenience is assuring the product is assessable when the customer wants it. The enormous success of the corner convenient store is affirmation that consumers will pay a bit more for the convenience of not having to go out of his or her way. The more work customers have to do to access your product or service, the less profits you will see and the more likely that the competitor who aptly plans for effective ‘placement’ in their marketing strategy will get those crucial consumer dollars.
Quality is consumer expectations of high standards in the product or service provided. Although cost is a large factor in the marketing mix, the average consumer will pay a bit more for high quality merchandise. However, make no mistake about it – even if the consumer does not pay excessive dollars for a product or service, they still expect some level of quality performance.
Competence is knowing your business, your product or service, and your customer. Consumers want to know that when they have questions, you have the answers. Be sure that anyone who answers your business line or who greets your customer is knowledgeable about what you do and how you do it. Incompetence drives customers to competitors. The wise competitor will be ready to receive them.
Consumers buy products and utilize services for one reason only – Gratification. Gratification is that psychological satisfaction we talked about earlier. Consumers expect their lives to be improved by your product or service. If your product fails to gratify them, it will be the one and only time that they purchase your product or service. Remember, consumers have a large (very large) memory bank when they are disappointed. Don’t make promises you can’t keep and keep those you make.
Sincerity is the ability to make the consumer trust and believe in your product or service. That means they must trust and believe in your. In this day and age of massive competition for almost every product imaginable, I consistently tell my clients that the customer is not buying your product or service, they are in actuality, buying your impression upon them. If they like you, they will do business with you; if they don’t, they won’t. Also, commit to memory this customer service law: Everyone who has contact with your customer is your Customer Service Specialist and impacts your bottom line. Assure that the impact is profit making not profit breaking.
Integrity is being honest with your customers. The average consumer may want things simple, but is, by no means, a simpleton. There is nothing wrong with the statement, “I don’t know” as long as it is followed by, “But, I will find out and get back with your immediately”. Customers prefer frankness over double talk. The things that will make your customer run post haste to the nearest competitor is the perception that you are cheating them, taking them for a ride or taking advantage of them. Integrity is the name of the game. My clients are continuously reminded of this critical statistic – “a satisfied customer will tell approximate
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