Managing negative emotional leakage. This does not matter where you are or who are with throwing your negative emotions on to another employee or customer is destructive.
Tuesday, December 15, 2009
The Weapon of Victory: Customer Service Mind Set
An effective customer service mind set wields a sword to slice the competition when all other variables are the same.
An effective customer service mindset has these seven qualities:
An effective customer service mindset has these seven qualities:
- Empathy
- Enthusiasm
Help Desk: Purposeful Laughter
Have you ever had a bad day at the help desk? Possibly everyday you have several callers that are computer illiterate. Have a good laugh watching this funny Star Wars customer service Help Desk clip.
While this clip is humorous, there are crucial points to catch.
What could be improved in this company?
First, to help the employee at the Help Desk, ensure that everyone be trained on how to use their equipment. Training employees on how to use software rather than just throwing them in front of it all, can make a big difference for your company morale and productivity.
Second, a code of ethics enters the stage. For employees to such simplistic access at databases of crucial information there must be a code of ethics and along side it a system that blocks the majority of employee data theft.
While this clip is humorous, there are crucial points to catch.
What could be improved in this company?
First, to help the employee at the Help Desk, ensure that everyone be trained on how to use their equipment. Training employees on how to use software rather than just throwing them in front of it all, can make a big difference for your company morale and productivity.
Second, a code of ethics enters the stage. For employees to such simplistic access at databases of crucial information there must be a code of ethics and along side it a system that blocks the majority of employee data theft.
Levels of Customer Service: Unbelievable
We have all experienced differing types of customer service,but it is unlikely that we have experienced each level of customer service.
Customer Service: Telephone Tips
On these 10 telephone tips seven through ten are shown in detail. All are effective, but I find numbers eight to be the most effective and also poorly done. Take a look at this video, practice these tactful skills and improve yourself.
At the end of the clip there is a short review of all ten skills.
At the end of the clip there is a short review of all ten skills.
- Answering a Business Call
- Putting a Caller on Hold
- Monogramming the Call
- Avoiding Excuses
- Giving the Caller your Undivided Attention
- Giving Spoken Feedback Signals
- Taking Accurate Messages
- Controlling the Conversation
- Avoiding Mouth Noises
- Leaving a Good Last Impression
Thriving Business: Service Mind Set
To be a thriving business you must have these three components:
Think about his sandwich shop story and what you as a customer would like to receive. Now see it from the employee perspective, what must you do to develop this service mind set?
- an Excelent product
- an Excellent delivery system
- an Excelent service mind set
Think about his sandwich shop story and what you as a customer would like to receive. Now see it from the employee perspective, what must you do to develop this service mind set?
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