Customer Service – If you don’t know Ron, you dont know Customer Service.

attitude May 16th, 2008

Ron Kaufman is the world’s leading educator and motivator for uplifting customer service, partnerships and superior service culture. He is the author of the bestselling book series – Up Your Service and the founder of UP Your Service! College.

I had the pleasure of meeting Ron in Singapore last month and attending one of his seminars. I would certainly recommend any organization wanting to build a Service Culture that Sizzles and Succeeds to do the same, or at least read one or more of his eleven books on uplifting the spirit of Service.

Customer Service

attitude April 16th, 2008

When was the last time you attended a customer service training session?

Training is an event, learning is a process!

A “once off” training session is like going to the gym and saying “I have done it!” Your fitness advisor will show you, what you need to do to get fit, but who really does all the hard work? There is no easy fix to improve your performance, you really need to take advice from a professional and use it to the best of your advantage!

Why do I blog?

Sales Seminars – How to get the most out of a conference or Seminar

attitude July 22nd, 2007

To stay ahead of your competition you have to make learning an ongoing lifelong process. Conferences, Seminars and Workshops are beneficial forms of training, information gathering and networking. Some conferences may take you away for more than a day from the office. If you want to take full advantage of these opportunities to invest in yourself and your business, then the following maybe useful to you.

Prepare.

1. Study the agenda and identify exactly what you want to get out of the seminar or conference.

2. Talk to your colleagues about the program and ask them if there is anything they want you to concentrate on for them prior to attending.

3. Do any pre reading to increase your knowledge and understanding of the topic and prepare any notes for question time.

4. Find out who else might be attending the conference and discuss your thoughts and ideas with them.

Make a list of must do’s.

1. Be on time and be sure not to miss any part of the session.

2. Avoid any internal or external distractions – switch off mobile phone totally, not even on silent or vibrate.

3. Raise any issues of concerns you might have.

4. Feel free to disagree with any opinion you think is wrong.

5. Be open to ideas or approaches you would normally reject.

6. Step out of your comfort zone and start conversations with complete strangers during the breaks.

7. Stay attentive and avoid the temptation to daydream.

8. Be optimistic that a problem you may have can be solved at the conference.

Arrive early and network.

Metering colleagues and new people at a conference is half the fun, after registering; positions your self near the door or at a coffee service area where you will get to see most of the other people attending.

Remember the topic that most people enjoy discussing is themselves, exchange business cards and if necessary arrange a follow up meeting, later on jot down info about what you talked about on the back of their card. Most importantly don’t leave it too late to sit down, try to get a seat as close to the front as you possibly can.

Participate, listen and learn.

Introduce yourself to those seated near you, Listen to what the speaker is saying, take notes but be careful not to let it interfere with your learning, take notes of what you are going to do with what the presenter is saying.

Keep asking yourself what I can do with this information to improve my job or my life.
Also remember to jot down any questions you may have at the end for the speaker.

Share your information on your return to work.

What can you implement in the workplace? What can you change for the better consider ways to share your information, perhaps a memo, email circular or a staff meeting.
Use this opportunity to show how committed you are to professional and personal growth.

Set specific requirements if you send an employee

Before the event, inform those who you are sending, that you require a report within 48 hours of their return to work, the report could include responses to the following questions.

1. How can the business directly benefit from your attendance?

2. Would you recommend other staff attend the same conference in the future?

3. What immediate action should be taken to commit the dealership to an improvement process based on what you have learnt?

Customer Service Training – Tips for handling Customer complaints.

attitude July 21st, 2007

How the customer is treated at the time the complaint is most important. If the complaint becomes a contest to find out the winner, then the “outcome” has already been decided, the business will lose, no matter who wins.

Customers who still continue to do business with you will generally resent the way that they have been treated and will become campaigners against your business. It will cost you more to repair the damaged relationship, than what was saved in the contest, about who should win.

Techniques for dealing with complaints

1 Treat all complaints seriously.

2 Give the customer your full undivided attention.

3 Speak calmly and slowly.

4 Use the persons name as often as you can.

5 Listen actively and hear the customer out completely.

6 Ask questions to make sure you understand the complaint.

7 Offer the solution that is in the customers favour, remembering that your most important goal is to preserve the business relationship.

8 If the solution is not satisfactory, then ask the customer what it is that you can do for them that is fair for both of you.

9 Follow up to see that the arrangements have been made

10 Thank the customer for the opportunity to solve their complaint and thank them for their business.

Get my regular training blogs in your email by subscribing here.