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Casual Articles - Great Customer Service: Do You Use This Essential Tool?
Paralegals are assistants specially trained to handle the day-to-day needs of the lawyers they work for. Whether you are the sole assistant to a top lawyer or part of a team of paralegals in a legal department, your job will include the following tasks:Draft and file documents, Interview clients, Research cases and precedents, Non-legal researchAs a paralegals, you will be able to find work anywhere including private law forms, the district attorney's office, government agencies, major corporations, banks, hospitals, or insurance companies.What training do I need
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confidently recommend us to your family and friends?
12. What was it about the interaction with this employee that you liked most?
13. What was it about the interaction with this employee that you liked least?
14. What frustrations did you experience? (On hold for a long time, confusing voice mail, lack of parking, other facility deficiencies, emp
The idea of creating operating efficiencies is not an alien concept to business. The concept is about using current resources in the most effective way, whether that concerns building space, stock, equipment or staff. It’s also about minimising waste where possible.An area of efficiency that businesses sometimes forget, however, concerns the invisible resource known as energy. If your building or business relies on machinery, heating, ventilation, air conditioning, ventilation or other similar elements, it also relies on the energy you’re using. Energy efficiency has therefore
Please understand that your customers do NOT deal with your business because it is just the same as other businesses in your industry. People, who deal with your business repeatedly, do so because your business is different in ways important to them. How your employees treat customers is one of the most important differentiators.
If your cashier, the last person a customer usually sees, is unfriendly, inattentive, slow, or poorly groomed, guess what impression your customers take away when they leave?
If your salespeople are pushy, unhelpful, incompetent or fail to treat prospects to a good experience in any other way, how many of those valuable potential customers will just ‘vote with their feet’ and go elsewhere to purchase?
If your service, delivery, or installation people are poorly dressed, ill mannered, messy, tardy, or incompetent, will people deal with you again no matter how great your other employees are?
If the employee who answers your telephone is unfriendly, unaccommodating, sounds bored, or gives the impression that the caller is an unwelcome interruption, will that person be likely to call again when they can clearly see your competitors’ ads in the Yellow Pages?
Most employees will perform in a satisfactory manner when the boss is observing them but how do they perform when they think no one is watching?
Here is a bit of business wisdom. You have to INSPECT that which you EXPECT!
The best way to apply this wisdom to customer service issues is to hire someone to ‘mystery shop’ your business. Also, you should let your employees know that mystery-shopping reports impact pay raises, bonuses, and even the continuation of employment.
Although great customer service should be the norm, an excellent mystery shop report could result in an immediate small bonus—a couple of theater tickets along with some recognition at your next staff meeting, for example. Behavior that is rewarded gets repeated.
On the other hand, an unsatisfactory mystery shop report must always result in strong corrective action: training, coaching, a formal reprimand, or if appropriate, even dismissal.
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confidently recommend us to your family and friends?
12. What was it about the interaction with this employee that you liked most?
13. What was it about the interaction with this employee that you liked least?
14. What frustrations did you experience? (On hold for a long time, confusing voice mail, lack of parking, other facility deficiencies, empl
A trade show is a great place to network, look for a job, find a new employee or develop a partnership.Are you in the market for a change? Maybe. Maybe not. But it’s always smart to be willing to chat.CAVEAT – Don’t gossip. Don’t be negative. Don’t burn bridges. Every industry is a closed loop, so what goes around comes around. You never know who knows what.HERE'S A START - 50 QUESTIONS.......These can be asked in an official interview or during a random, casual conversation. Listen carefully not only to the words but the tone and context.
If your service, delivery, or installation people are poorly dressed, ill mannered, messy, tardy, or incompetent, will people deal with you again no matter how great your other employees are?
If the employee who answers your telephone is unfriendly, unaccommodating, sounds bored, or gives the impression that the caller is an unwelcome interruption, will that person be likely to call again when they can clearly see your competitors’ ads in the Yellow Pages?
Most employees will perform in a satisfactory manner when the boss is observing them but how do they perform when they think no one is watching?
Here is a bit of business wisdom. You have to INSPECT that which you EXPECT!
The best way to apply this wisdom to customer service issues is to hire someone to ‘mystery shop’ your business. Also, you should let your employees know that mystery-shopping reports impact pay raises, bonuses, and even the continuation of employment.
Although great customer service should be the norm, an excellent mystery shop report could result in an immediate small bonus—a couple of theater tickets along with some recognition at your next staff meeting, for example. Behavior that is rewarded gets repeated.
On the other hand, an unsatisfactory mystery shop report must always result in strong corrective action: training, coaching, a formal reprimand, or if appropriate, even dismissal.
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confidently recommend us to your family and friends?
12. What was it about the interaction with this employee that you liked most?
13. What was it about the interaction with this employee that you liked least?
14. What frustrations did you experience? (On hold for a long time, confusing voice mail, lack of parking, other facility deficiencies, emp
A simple hello can go a long way in wireless retail, but a recent J.D. Power and Associates customer satisfaction study makes a startling case for the conventional in-store greeting. The study found that overall customer satisfaction declines considerably if customers’ wait time (the time before customers are greeted upon entry) exceeds 30 seconds.This finding is particularly poignant since the average wait time among wireless retail stores is about five minutes. According to the study, customers who are approached within 30 seconds of entering the store provide a satisfaction
Here is a bit of business wisdom. You have to INSPECT that which you EXPECT!
The best way to apply this wisdom to customer service issues is to hire someone to ‘mystery shop’ your business. Also, you should let your employees know that mystery-shopping reports impact pay raises, bonuses, and even the continuation of employment.
Although great customer service should be the norm, an excellent mystery shop report could result in an immediate small bonus—a couple of theater tickets along with some recognition at your next staff meeting, for example. Behavior that is rewarded gets repeated.
On the other hand, an unsatisfactory mystery shop report must always result in strong corrective action: training, coaching, a formal reprimand, or if appropriate, even dismissal.
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confidently recommend us to your family and friends?
12. What was it about the interaction with this employee that you liked most?
13. What was it about the interaction with this employee that you liked least?
14. What frustrations did you experience? (On hold for a long time, confusing voice mail, lack of parking, other facility deficiencies, emp
Trade shows are part of the marketing mix and the appearance by your firm should be a continuum of your entire marketing including advertising, public relations and events.While you may introduce a new product or showcase a service, many firms make mistakes by not connecting the overall corporate branding with the show. How can an exhibit staff person be up to speed on what the company is doing?BEFORE THE SHOW …………1. Make sure you have information about the exhibit – what is in it, why it is there – before the show. Not the day before but as soon
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confidently recommend us to your family and friends?
12. What was it about the interaction with this employee that you liked most?
13. What was it about the interaction with this employee that you liked least?
14. What frustrations did you experience? (On hold for a long time, confusing voice mail, lack of parking, other facility deficiencies, emp
A search engine optimization consultant (seo consultant) provides search engine optimization services to clients who own websites and would like to achieve a beneficial ranking in the search engines.As a seo consultant you optimize websites using various search engine optimization strategies in an attempt to achieve a desirable ranking in search engine search results.Since it is sometimes challenging to get a decent ranking organically through search engine optimization due to rabid competition on the internet and frequently changin
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confidently recommend us to your family and friends?
12. What was it about the interaction with this employee that you liked most?
13. What was it about the interaction with this employee that you liked least?
14. What frustrations did you experience? (On hold for a long time, confusing voice mail, lack of parking, other facility deficiencies, employee chewed gum, too long a wait for an employee to help, etc)
15. Other than identified above, what suggestions do you, the mystery shopper, have to make us a better business with which to deal?
After each mystery shop, have a meeting to discuss the results. Get everyone involved creating ideas about how improvements can be made and specific situations handled.
If you have a business where mystery shopping is impossible or impractical, you can still benefit by calling some customers who did purchase (and some who did NOT). By asking some of the questions listed above, you will learn about the performance of your employees as well as what is important to customers—why the customer chose to either purchase from you or go elsewhere.
In business you always get the results you insist on getting. Used properly, mystery shopping is a valuable tool you can use in your relentless pursuit of excellent customer service and financial success.
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