Casual Articles - Business

What's in a Name?
Product naming is a key aspect of branding. The name you ultimately choose will reflect who you are, your company’s personality and vision. But more importantly, it must unforgettably embody the promise of your product’s main benefit to your potential customers. It can dovetail generically with your competition, but ideally, it should stand out from the crowd. Where to begin? Here are some basic guidelines.If the field’s too crowded, be uniqueMSN Search, Netscape Search, AOL Search, they all stayed in the same category, so you could play it safe and go with Stupendous Search or Super-Duper Search. This works for a time, but as soon as the field gets too crowded, you’ll be lost in the mush of sameness with ever diminishing name recognition. If you’re in it for the long haul, better to break away from the crowd with a name like Google, Yahoo, or even Dogpile (though I’m not a fan of going into the scat category just to be unique). Even Kinkos—the founder's nickname (he had kinky red hair in school)—is different enough to be memorable.Avoid tongue twistersThere’s a little part in all of us that hates to be embarrassed. When we ask for a product or talk about it with friends, we want to sound literate and not fumble over pronunciations. So be kind to your potential customers and avoid tongue twisters, or any name that’s unusually long or foreign sounding. If you can’t find a single- word name, don’t go over two or three syllables.Alliteration can help with longer namesOkay, so the president of the company likes all the longer names on your list. You can make them more memorable and/or easier to pronounce by using alliteration. Consid

ate the importance of. As an employee, neither should you. Always be well mannered and polite. Show Mr. Jones the respect that you would like him to be showing you by the time he leaves.

If you feel that you're getting to the point where you're ready to lose it, then say "Excuse me one moment, please, Mr Jones," and go get another staff member or your boss to take over. It's better to be kicking boxes or bawling your eyes out in the stationery cupboard than losing your job. To work in Customer Service, you need to develop the patience of a saint and the hide of a rhino. If you find yourself lacking in either attribute, then you may want to consider asking for either a transfer to another department or additional training from Personnel on handling these very circumstances.

#5. Do make some kind of affirmation that shows that you're listening throughout.

Even if it's only a nod and an occasional 'uh huh' or 'yes' in a positive tone, it's better than staring blankly at him like a rabbit caught in the headlights. The idea is to convey an air of approachability, interest and concern. Maintain good eye contact-again, no staring- and keep your body language open, not closed. This means sitting with either your hands on your lap or standing with your arms at your side, rather than crossing them tightly across your chest. That action just screams defensive

Legal Secretary
According to a recent article at a top web site for employment searches in reference to legal secretary work, job growth for legal secretaries will grow at an average rate and many positions will be available as many experienced workers either retire or transfer to other occupations. This is of course is good news to you if you are interested in becoming a legal secretary.If you are new to this field and you want to be successful without wasting a lot of money as with anything you should do your research and find out as much information as you can before spending a lot of money or going to a school. Just because you go to a school this does not mean that you will learn the things that you need to know in order to become successful in this field. In fact, many legal secretaries and legal word processors did not necessarily go to school. Let me be clear. One does not become a legal secretary by chance. You will have to concentrate on typing speed, your knowledge of Microsoft Word and how to gain employment by registering at employment agencies for work.Also, there are some things that make legal secretarial work different than just being a secretary. One very important thing when working in law firms is automatic paragraph numbering in Microsoft Word. This is one thing you have to know besides the basics of Microsoft Word. Another thing is file management systems and again just because you go to a school does not mean that you will be taught these things. A lot of schools just follow a curriculum and sometimes teach things that are not even necessary.If you are interested in finding out what you need to know before going to a legal secretarial school or learning from any other source to avoid wasting you

Almost anyone who has worked with the public has a horror story to tell about a difficult customer. I'm talking about a particular type here: the usually loud, upset, sometimes aggressive or intimidating ones. Having worked in Customer Service roles for two decades, I've had my fair share, especially when I worked in a Returns Department.

Over the years I've found that there are right and wrong ways to deal with them, and the route you choose can mean the difference between them leaving happy or vowing never to spend another penny with your company again. Here are some suggestions that may help you the next time you're faced with The Customer from Hell.

Do's and Don'ts to Keep in Mind When Dealing with Difficult Customers

#1.Do listen to them carefully.

Sounds simple, doesn't it? In reality, it can be very hard if someone is upset or angry to pay attention to what they're saying rather than looking for an escape route. They may after all have a valid complaint, and you'll only find that out if you can determine the source of it. Make a real effort to use active listening, noting mentally what your understanding of their complaint is. Concentrate fully on what's being said. Beware though of taking too many notes while they're talking. The customer may get the impression that you are ignoring them, or worse still, doodling on a notepad because you don't care less.

If you wish to take notes, ask them for permission as a courtesy. Make it clear why you are writing something down or keying information into a computer (usually to ensure that there is a record of the complaint on file). Some people do get a bit paranoid when they can't see exactly what you've input. Personally, I always turned my monitor to show it to the customer when I had finished logging a complaint so that they could review its accuracy. If you're thinking you'll try that next time, always check with your superior that you wouldn't be breaking any rules by doing so well ahead of time.

#2. Do let them finish what they're saying before responding.

There's probably nothing more irritating to a customer whose blood is already boiling that being interrupted. Save any questions if at all possible until they have finished their tirade, (now would be a good time to ask about notes) and then reiterate your understanding of the complaint's nature in a summarized fashion to check that you have it right.

For the purposes of example, we'll call our fictitious customer Mr. Jones. It may be helpful to say something like, "I'm sorry that you're unhappy, Mr. Jones. I'd like to help sort this out to your satisfaction, so I just want to check that I have understood the facts before we go any further." Whether or not you agree with him is immaterial at this point. If the customer feels that you have in fact been taking what he says seriously, then you're halfway there to resolving the situation.

In my experience, many will actually become calmer once they realize that you're going to give it your best shot. (I'm assuming here that you do really want to do your job well and bring this to a satisfying and mutually acceptable close.) The customer's had the opportunity to let off steam and like a balloon, chances are that once he's went up, he'll come down again.

#3. Do give the customer your full name and contact number if your company policy allows you to do so.

This will help you establish a connection with the customer and reinforces the sentiment that you really do want to help. If you can give them a business card with your details on it, so much the better. In these days of faceless call centers, it's just too easy for an employee to say whatever they like and not be held accountable for any promises or claims that they have made because no one knows who said it in the first place.

Many times, I found myself on the receiving end of an irate customer who had been told complete rubbish by one of the aforementioned faceless employees, only to speak to me next and be given the bad news. Of course, as I was in front of them, I got the brunt of their anger. Which brings me nicely to point four:

#4. Don't take it personally when a customer gets mad.

It's not usually you that Mr. Jones is mad at, it's your company in some shape or form or the actions of someone within your company. ( If it is your mistake, it's actually easier to deal with because you'll know exactly what went wrong. Hold your hands up, explain what went wrong honestly, apologize sincerely, and get it sorted out ASAP.) To him, you ARE the company and therefore deserve to be the focus of his wrath. Keep your cool and an emotional distance from it all to avoid either losing your temper or crying your eyes out right there and then. The more professional and polished an outward appearance you have, the more likely the customer is to feel that you will deal with his complaint in a similar vein.

If you resort to Cardinal Sin #1 : shouting back at him, or Cardinal Sin #2 : roll your eyes at your co-worker when you think the customer's not looking, (trust me, they'll see it - congratulations, you just inflamed the situation a hundred times over), don't expect to keep your job long. Your superiors will probably hear of it and you'll quite possibly be reprimanded, fired or asked to resign without a reference, none of which are good options.

Customer Service is a key component of good industrial practices and one that no company can afford to underestimate the importance of. As an employee, neither should you. Always be well mannered and polite. Show Mr. Jones the respect that you would like him to be showing you by the time he leaves.

#5. Do make some kind of affirmation that shows that you're listening throughout.

Why Take Time To Choose Leather Office Chairs?
You really want a leather office chair. You really would like to impress all of the other employees that you left behind when you moved up through that promotion. In fact, you really want to look like you are important. More importantly, you want that leather option because of just how soft it is. You know that when you sit in that chair that you are important and you know that it is of high quality and one of the most comfortable (and impressive) styles of chair on the market. But, you don’t want to go broke either. The good news is that you can have a choice of leather office chairs that you want, more than likely, at a low price.Why Go Leather?There are many reasons why you should look for leather products in furniture. The office chair is just one of them. You will be able to reap the rewards of the leather material in several ways. For one, it is beautiful and it is timeless in its design. It won’t go out of style. Secondly, it is quite durable and resistant to most of what you’ll throw at it. Lastly, you will find that leather is very comfortable and soft to touch. These reasons make this type of covering an attractive choice.What To Look For?There are several things that you should look for before you consider your purchase. For example, you should insure that the chair is of high in quality. In fact, if you plan to supply them to your staff, insure that they are heavy duty options. This way, you know that they will be able to withstand harsher treatment than if using it yourself.People often make the mistake of going to a less expensive model only to have to replace it within a year because it has not been up to standard. Instead of doing this, though, you can jus

cause you don't care less.

#2. Do let them finish what they're saying before responding.

#3. Do give the customer your full name and contact number if your company policy allows you to do so.

#4. Don't take it personally when a customer gets mad.

#5. Do make some kind of affirmation that shows that you're listening throughout.

Have You Got Star Potential?
Why do movie stars look the way they do? It’s not just genetics. It’s because they spend lots of time working out, choosing clothes and doing their hair and makeup so they are photo gorgeous every time they step out the door. Yes, movie stars know the extra time and effort is what separates them from mere mortals like us.It is the same in business. While some companies spend their time, energy and resources getting the hundreds of tiny details just right, others are left wondering why their one advertisement on page three didn’t make a difference to their bottom line.If you want to find the star potential in your business, you have to be willing to have a good hard look at where it is at right now and be prepared to go the extra mile to make it shine. Visit your website as if you are seeing it for the first time. Drag out every brochure, manual, sales docket and letter and look at it from your customer’s perspective. Look at these items as salespeople for your business and question whether or not they are doing their job properly...... and trust your gut instinct! Your customers make most of their decisions about your business from an instinctive, unconscious level so you have to do it too. If you think something isn’t up to scratch, you can be pretty sure your customers will be thinking exactly the same thing. It’s the details that convince people to choose your business over someone else’s, so make sure they are working for you not against you.You need to ask yourself if your tone of voice, from the way you answer the phone to the way your website is written, is consistent and customer focused? Does the look and feel of all of your marketing materials work separately but also look like a famil

th him is immaterial at this point. If the customer feels that you have in fact been taking what he says seriously, then you're halfway there to resolving the situation.

#3. Do give the customer your full name and contact number if your company policy allows you to do so.

#4. Don't take it personally when a customer gets mad.

#5. Do make some kind of affirmation that shows that you're listening throughout.

On Corporate Culture - It's the CEO
The CEO of a company represents a company’s culture. Important –- regarding change -- is whether the role of the CEO is more that of a manager who is safeguarding the current culture or one who is leading a (cultural) change.The difference between leading a company and managing the same is not a secret. Leaders take the lead and come (up) with a new direction. The manager is the custodian of the (new) direction. Let’s take Google as an example. Larry and Sergey were leading the company (before it made any real profits), and Eric “took over” to manage the profits.Nancy is the CEO of Wolters Kluwer a Dutch company dedicated to information brokerage. Nancy got elected to manage Wolters in 2005 as an incentive to increase the company’s performance. Before her position as a CEO she led the North American division of Wolters. Favoring her as a CEO made clear that her way of managing the division and later the company was to set an example. The company’s culture would soon have to follow this new way. She was elected as a new leader.Rijkman is managing ABN AMRO -- a Dutch bank -- for the last seven years. This bank has been acquiring others in a smooth pace but up to now the bank was not able to consolidate these acquisitions in a way that the earnings per share could rise at the same time. The “market” demanded a solution. A possible merger with Barclays from the UK has been targeted as such a solution, but other banks are interested in parts of the bank too. Currently, the market is leading the company; the CEO is currently bounded to a margin in this change process.This growth dilemma could have been avoided by choosing a less risky strategy. But in this example the bank got stuck in the middle and

me nicely to point four:

#4. Don't take it personally when a customer gets mad.

#5. Do make some kind of affirmation that shows that you're listening throughout.

ISO 9000 History
ISO 9000 is an important marketing tool and is recognized world wide. Maintained by the ISO (international standards organization), it is a family of ISO standards for quality management systems. ISO 9000 grew out of British standards institution's BS 5750. The ISO 9000 series are managed by several accreditation and certification bodies. Though the standard was first applied to manufacturing industries, it is now employed across a variety of other types of businesses.Studies show that the history of industrialization has seen lots of standards on quality issues. For instance, during the two world wars, a high percentage of bullets and bombs went off in the factories themselves in the course of manufacturing. In an effort to curb such causalities, UK?s ministry of defense appointed inspectors in the factories to supervise the production process.In 1959, the United States introduced Mil-Q-9858a, the first quality standard for military procurement. By 1962, NASA developed its quality system requirements for suppliers. Six years later, NATO accepted the AQAP (allied quality assurance procedures) specifications for the procurement of equipments. In 1969, UK and Canada introduced suppliers? quality assurance standards.During the 1970s, British standards institution (BSI) published BS 9000 (the first UK standard for quality assurance) and BS 5179 (guidelines for quality assurance) norms. During the period, the BSI held meetings with industry to set a common standard. Consequently, in 1979, the institution developed BS 5750, a series of standards for use by manufacturing companies. They were enforced through assessments and audits.In 1987, the BSI revised the standard to take in service providers and

ate the importance of. As an employee, neither should you. Always be well mannered and polite. Show Mr. Jones the respect that you would like him to be showing you by the time he leaves.

#5. Do make some kind of affirmation that shows that you're listening throughout.

When you do speak, use a calm, clear and measured tone. If you find that the customer simply will not let you speak, then wait until he does. Silence can be a powerful tool. It doesn't normally take long for it to register that you are no longer responding vocally to what is being said. When asked why, that's your chance to respond. Resist the temptation to say " Because you won't shut up!" for the reasons given in point #4. A more neutral answer would be, " Because I was allowing you to finish what you were saying. May I say something now?" Inevitably, the customer will say yes. If, by the remotest of chances, they say no, be aware that you may be dealing with someone that falls into the 'escorted off the premises' category. Which brings me to an important point:

You may think that this scenario is unlikely to happen, but it has already in workplaces up and down the country. If you feel that there is the chance that the customer may become violent, ensure that you are not alone with our fictional Mr. Jones. It's not a good idea to take him into an interview room for a private discussion because you're trying to avoid the stares of other customers if it might result in being physically attacked. Have some sort of barrier between you, even if it's only a desk.

Ideally, there would be another member of staff alongside you or very close by that you can send a covert prearranged signal to if you feel that there is a real danger present. The advantage of this is that they can intervene before or if the situation turns ugly and you have a witness to the event. There are times when you may not be able to do anything apart from call Security to remove the customer because of their threatening behavior. Even though it should probably be a last resort, it's still an option that's there to protect staff and other customers to be utilized when necessary.

Check with your manager or Personnel what route you'd be expected to take if that happens before it does, and you will be prepared for anything. I hope that you never have to experience that situation, but it's always wise to err on the side of caution.

So How Is It All Going So Far?

Let's have a quick recap here: you've listened in an active fashion to the nature of the complaint, without interrupting or losing track of what exactly the complaint is. You've taken notes, mentally first then documented it with the customer's permission granted beforehand. You've clarified anything that you were unclear on and have a full understanding of why he's upset. You have reassured the customer that you are ready and willing to help sort it out to the best of your ability and the customer has recognized that by your actions.

You've presented a professional front by both staying calm and courteous. You've given your full name or business card to Mr. Jones (company policy permitting) for future reference, all the while demonstrating positive, open and non threatening body language. Lastly, you've taken steps to protect yourself if things turn sour.

Good for you! You're a credit to both yourself and your employer. By now, if life is in any way fair, Mr. Jones should be in a decidedly better frame of mind than he was when he walked in.

Questions to Ask Yourself

Now, let's move on and deal with actually resolving the problem. I'm assuming here that the complaint is indeed a valid one. You need to ask yourself a few questions.

Can I resolve this alone? If so, do it as quickly and with as little fuss as possible.

If I can't, who can? Contact the person or department best suited to deal with it speedily. If you don't know who it will be, find out by asking your boss or colleagues, or perhaps contacting the switchboard operator - she usually has a good handle on who does what in a large company.

What if the person is unavailable to deal with it, or the resolution is going to take a few days or more? That being the case, you need to take responsibility for seeing Mr. Jones's complaint through. You've already given him your name. You'll be his first point of contact if nothing happens, therefore it's in your best interests too to ensure that the complaint is followed up and not gathering dust in someone else's in-tray.

Otherwise, you undo all the good work you have done up till now and Mr Jones won't see you as a professional person anymore. Do you really want that to happen because of another person's inaction? No, neither would I.

Advise the customer about the nature of the delay, agree to contact them at a specific time and date to keep them updated, and most importantly of all, DO IT. Mr. Jones is not going to be ecstatic, but at least he'll know that something is being done and you'll be keeping tabs on it.

No matter whether you can resolve it right away or it falls under the remit of another, always take the following steps:

Golden Rules for Complaint Handling

Thank the customer for bringing the complaint to your attention.

Apologize sincerely for the error/delay/faulty product.

Explain what happened honestly and succinctly.

Advise him what steps are being taken to sort it out and what timeframe to expect that to happen in.

Keep the customer

HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.casualarticles.com/article/15263/casualarticles-Handling-The-Customer-from-Hell--How-Can-You-Turn-the-Tide-In-Your-Favor.html">Handling The Customer from Hell : How Can You Turn the Tide In Your Favor?</a>

BB link (for phorums):
[url=http://www.casualarticles.com/article/15263/casualarticles-Handling-The-Customer-from-Hell--How-Can-You-Turn-the-Tide-In-Your-Favor.html]Handling The Customer from Hell : How Can You Turn the Tide In Your Favor?[/url]

Most residents of North Carolina who apply for individual health insurance apply for the innovative Blue Cross Blue Shield North Carolina (BCBSNC) Blue Advantage medical insurance plan.

Use this simple exercise to develop your networking skills and accelerate your job hunting and grow your personal relationship skills. Dream Architect - Margaret Stead gives Part 1 of her series on Networking - Practicing Empathy.

As I stated in a previous article, every customer wants to be an Insider. Here are ten more tips to make that happen for your customers.

Tags

Links

Casual Articles - Handling The Customer from Hell : How Can You Turn the Tide In Your Favor?

Related Articles: