utomated procedure was not creating a customer service culture of professionalism.

Talk to Your External Customers

Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator caOne would think with all the resources provided by technology that customer service would not be an issue in today's business world. At any given moment, there is survey after survey showing what customers want and the impact when customers don't receive what they want. With outsourcing being rampant, having an organizational culture where excellence is a habit seems to be a no brainer.

Common sense suggests that if I want to keep my job that is based upon a continual stream of customers then it would be extremely beneficial to deliver professional customer service. Unfortunately, customer service still appears to be a significant issue and millions, if not billions, of dollars are being lost on a daily basis because organizations and employees still don't get it. These 7 tips may help you to stem the tide and create a customer service culture where the goal of professionalism and excellence is achieved each and every business day.

1. Define Your Core Values
The Ritz Carlton had a simple core values statement that was shared by everyone: Ladies and gentlemen serving ladies and gentlemen. Whatever your core values are, they must begin at the top and cascade down throughout the entire organization.
2. Review and Reassess Internal Policies and Procedures
Many organizations set their people up to fail because the policies and procedures are not customer service friendly. For example, I recently returned a phone call to a manager of a national chain who left me his extension. I listened to the automated message and waited to hear the usual statement: If you know your party's 3 or 4 digit extension, please dial that at any time followed by the # sign. When the message wasn't heard, I hit the zero key and was told that it was not an appropriate key. I hung up and re-dialed. Then when prompted for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This automated procedure was not creating a customer service culture of professionalism.
3. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator ca
Rejection Got You Down in the Job Search?
REJECTION IN THE JOB SEARCHGOT YOU DOWN?It's true, no one wants to be ignored or rejected in any situation. The job search/interview rejection is painful.If you have been looking for a job for some time, each refusal to hire you makes you feel angry and power- less.Here are my suggestions to make each rejection less painful.1. Do lots of interviewing practice, both formal and informal..2. Apply for a job in many fields.3. Know who you are, with a job and without.4. Plan and make specific job goals.5. Talk to lots of people, send thank you notes too.<
customers then it would be extremely beneficial to deliver professional customer service. Unfortunately, customer service still appears to be a significant issue and millions, if not billions, of dollars are being lost on a daily basis because organizations and employees still don't get it. These 7 tips may help you to stem the tide and create a customer service culture where the goal of professionalism and excellence is achieved each and every business day.
1. Define Your Core Values
The Ritz Carlton had a simple core values statement that was shared by everyone: Ladies and gentlemen serving ladies and gentlemen. Whatever your core values are, they must begin at the top and cascade down throughout the entire organization.
2. Review and Reassess Internal Policies and Procedures
Many organizations set their people up to fail because the policies and procedures are not customer service friendly. For example, I recently returned a phone call to a manager of a national chain who left me his extension. I listened to the automated message and waited to hear the usual statement: If you know your party's 3 or 4 digit extension, please dial that at any time followed by the # sign. When the message wasn't heard, I hit the zero key and was told that it was not an appropriate key. I hung up and re-dialed. Then when prompted for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This automated procedure was not creating a customer service culture of professionalism.
3. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator ca
Brand Building 201: Finding The Ideal Way
The strongest and longest lasting brands branch off of an existing category. Branching takes patience and time. There are two speeds for launching a brand, each one with its own pros and cons.Speed A, like a hot air balloon, takes a long time to prepare before the actual launch. PR, media marketing, favors A. Longevity success favors A. A tree grows stronger with a well-established roots. And this can only occur with good soil, careful fertilizing, watering, and time.Speed B, like a helicopter, takes off quickly but requires more fuel on take off, fuel that isn't there later on. Advertising favor
/li> The Ritz Carlton had a simple core values statement that was shared by everyone: Ladies and gentlemen serving ladies and gentlemen. Whatever your core values are, they must begin at the top and cascade down throughout the entire organization.
4. Review and Reassess Internal Policies and Procedures
Many organizations set their people up to fail because the policies and procedures are not customer service friendly. For example, I recently returned a phone call to a manager of a national chain who left me his extension. I listened to the automated message and waited to hear the usual statement: If you know your party's 3 or 4 digit extension, please dial that at any time followed by the # sign. When the message wasn't heard, I hit the zero key and was told that it was not an appropriate key. I hung up and re-dialed. Then when prompted for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This automated procedure was not creating a customer service culture of professionalism.
5. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator ca
Never on a Sundae
I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.One of my small indulgences after a good presentation is the soft chocolate-and-vanilla swirled ice cream available at the quick service restaurant just before Immigration at KLIA.A young staff member was at the ice-cream machine. I asked her for the vanilla-and-chocolate swirl in an ice-cream sundae cup with a squirt of chocolate syrup on top. (I don’t have this very often, but when I do, I enjoy it.)She said that I could only have the sundae with vanilla i
to a manager of a national chain who left me his extension. I listened to the automated message and waited to hear the usual statement: If you know your party's 3 or 4 digit extension, please dial that at any time followed by the # sign. When the message wasn't heard, I hit the zero key and was told that it was not an appropriate key. I hung up and re-dialed. Then when prompted for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This automated procedure was not creating a customer service culture of professionalism.
6. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator ca
The Motivational Triggers That Make People Buy
In order to sell more products and service, you need master customers' mind. Put youself into customers' shoes and think what customers want. You will make more profit by master these skills. 1. Use the word "fast" in your ad. People want fast results, fast delivery, fast ordering, etc. Nowadays, we usually value our time more than our money. 2. Use the word "guaranteed" in your ad. People want to be assured they are not risking their hard earned money buying your product. 3. Use the word "limited" in your ad. People want to own or receive things that are exclusive or rare because they are considere
utomated procedure was not creating a customer service culture of professionalism.
7. Talk to Your External Customers
Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology doesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator can sense the tone and the nuances within the speech patterns of the person being interviewed.
8. Develop your Employees
Training is essential to performing any job. Yet, most people know how to answer the phone, but answering the phone consistently is really about development. When I called this hotel manager, 3 different individuals all of whom provided me with a different script greeted me. Knowing that consistency was a significant part of this hotel's training, I knew that only one of them had delivered the "trained" response. In speaking with the manager, he confirmed that all 3 were long time employees and should have spoken the same message. So the issue is not training or learning (the acquisition of knowledge), because the employees know what they need to say, but rather development or performance (the application of knowledge).
9. Align performance to quality criteria such as Baldrige
Just as the favorite cake from Aunt Emma or that delectable soup from your favorite restaurant, you know that every time you take a bite, you will receive exactly the same sense of utter enjoyment. Why? Because Aunt Emma or Chef Tony used the same proportions of quality food each and every time. To deviate from that recipe would spell disaster and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a criteria will help to create a customer service culture of professionalism.

10. Use Internal Customers Feedback
Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.
11. Ask yourself "Would I Buy from My Company