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Casual Articles - One Shared Voice to the Customer
Choosing a job is easy but will the job be choosing you? That's what makes job searching difficult because you may find a job that wouldn't be hiring you... Nowadays employment companies are becoming very choosy. Some are looking for a job applicant that has all the masters degree he may have, some companies prefer at least you being a college graduate from a prestigi
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effectiv
This is the culmination of several years of hard work. You've finished college. You're done with your student teaching and you've passed all of your teacher certification examinations. The applications, resumes, and cover letters have been sent out to every local school district.All you can do now is sit around the house and wait for the phone to ring, right
She still had unanswered questions and e-mailed them once again.
The same person responded, suggesting that Nancy read the material they had sent. But Nancy had not received any materials, so there was nothing to read or study.
Once again, Nancy e-mailed her questions to Seattle. This time she got an abrupt reply: ‘If you would read the material, you wouldn’t have to keep bothering me.’
Nancy shot back, ‘I never received the material. And whatever happened to customer service?’
The response from Seattle? ‘I’m not in Customer Service. I’m in Sales.’
This episode illustrates one of the great challenges in business: how to get everyone thinking, speaking and acting as a coherent organization, presenting ‘one shared voice’ to the customer.
The challenge is inherent in the nature of specialized companies today. Precise engineers are hired for different tasks and purposes than the extroverts whooping it up in Sales. Detailed accountants are trained much differently than the expansive minds in Marketing and Communications. People in Production are measured differently from the team in After-Sales Service.
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effectiv
We meet people face-to-face, at counters, in meetings, in writing and over the phone. Often our moments of contact are brief, fragmented, and mere snapshots in the longer movie of their lives.We form impressions based upon these moments, and act upon those feelings. But we may never know what’s really going on.The next time you encounter someone who trig
Once again, Nancy e-mailed her questions to Seattle. This time she got an abrupt reply: ‘If you would read the material, you wouldn’t have to keep bothering me.’
Nancy shot back, ‘I never received the material. And whatever happened to customer service?’
The response from Seattle? ‘I’m not in Customer Service. I’m in Sales.’
This episode illustrates one of the great challenges in business: how to get everyone thinking, speaking and acting as a coherent organization, presenting ‘one shared voice’ to the customer.
The challenge is inherent in the nature of specialized companies today. Precise engineers are hired for different tasks and purposes than the extroverts whooping it up in Sales. Detailed accountants are trained much differently than the expansive minds in Marketing and Communications. People in Production are measured differently from the team in After-Sales Service.
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effectiv
It used to be every generation or two that a great idea would come that would change every body's lives. Today we seem to be getting one or two every year. Why is this so? Due to globalization, decreasing margins in every business and a rush to be the most efficient, entrepreneurs are inventing new products that can effect every one's lives.Technology changes w
The response from Seattle? ‘I’m not in Customer Service. I’m in Sales.’
This episode illustrates one of the great challenges in business: how to get everyone thinking, speaking and acting as a coherent organization, presenting ‘one shared voice’ to the customer.
The challenge is inherent in the nature of specialized companies today. Precise engineers are hired for different tasks and purposes than the extroverts whooping it up in Sales. Detailed accountants are trained much differently than the expansive minds in Marketing and Communications. People in Production are measured differently from the team in After-Sales Service.
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effectiv
External customers are the company’s clients. They are people who purchase the products the company produces. They are of a great importance to the organization. There are also internal customers. They play an important role in the organization’s success as well. Internal customers are the staff that the company hires.BENEFIT OF CUSTOMER CARE TO YOUR INTERNAL C
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effectiv
An overview of online advertising ...Online advertising can be a very cost-effective solution to promote your business or product. There are many different types and although many can give you good exposure for your money, some can lose you money very quickly if you do not know how to do it properly. Online advertising is not the same as offline advertising. It
So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?
Here’s one set of proven and effective ideas. Try them!
• Use cross-functional teams to tackle persistent issues and organizational problems.
• Involve people throughout the company in joint training programs.
• Schedule time for frequent rotation and attachment of staff between various departments.
• Send cross-functional groups on ‘mystery shopping’ tours to competitive organizations.
• Get every department involved in focus group meetings to study customer compliments and complaints.
• Create a recognition program to praise cross-functional communication and improvements.
• Implement a reward scheme for everyone based upon overall company performance.
• Communicate customer issues to every person in every department through meetings, newsletters, e-mail, intranet and bulletin boards.
Key Learning Point
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In the hustle of day-to-day business, many people focus largely on the job at hand. This narrow view may help them ‘get their job done’, but may also blind them to shared customer and company concerns.
Action Steps
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