March 8th, 2009 at 08:05pm
Under Customer-Service
Your mission, legal assistants, should you decide to accept it, is to handle many of your boss phone calls. A good legal assistant continually strives to free up the attorneys time for court appearances, meetings, and more in-depth legal research. After all, this is how an attorney earns his fees. But in order to have fees that can be earned, new work must materialize. The majority of new work for attorneys comes in the form of phone calls. Handle these phone calls wisely.
The ability to filter through types of phone calls and handle as much of the phone work as possible, with finesse, is an excellent skill to develop. A paralegal must be familiar with her boss schedule, his caseload, his clients, and his particular style in order to filter the phone calls well. She must also be thoroughly familiar with the types of new cases her boss may accept. This includes understanding the offices standard procedure for inquiries he is either unable to fulfill or too busy to fulfill.
Often new assignments are derived from repeat business - a client who has used your attorneys services in the past. A paralegal should possess basic knowledge of these return clients, including how to get in touch with clients by mail, phone, fax, and e-mail. Utilize your offices file management system to keep this information handy. (If your business has no file management system, I urge you to campaign for one as soon as possible.)
One of your duties may be to recall old matter files for a returning client. Many law offices utilize off-site storage for closed files. Depending on the situation, old files may contain valuable information that will assist your attorney in handling new matters.
Sometimes new clients are referred by your boss colleagues, professional peers, friends and acquaintances. When referrals occur, make note of it so you can prepare a thank you letter from your boss. If this type of appreciation is not standard practice at your firm, discuss the benefits with your attorney. Once approved, do just that, automatically. Do not slack on the newly adopted nicety. Niceties often develop into more business referred your boss way. In any event, it shows appreciation and is a highly professional touch.
There will also be cold callers who are shopping through advertising resources: phone books, the internet, television advertising. Here is where the true colors of a paralegal come out having the ability to ferret which callers are just shopping for free advice over the phone. Some folks will be unable to afford your attorneys services. For those types of calls, there may be organizations to which you can refer such a caller. Know your community so that you will be able to efficiently refer callers to appropriate help.
Other cold calls may concern cases your boss will accept, but a potential client may need to hear some confident selling tactics to win their business. Highlight your boss skills and track record. In the process of doing so, you will also be highlighting your own skills. This makes hiring your boss doubly attractive because you are already establishing good rapport with the new client.
Never forget the importance of professional handling of phone calls. If phone etiquette is lacking, it can actually lose business for your attorney. Support him well by handling phone calls with tiptop professionalism.
Are you fascinated by trials? Do you like helping people? A career as a Paralegal is challenging, rewarding, and NEVER boring. Sign up for free newsletters that show you how to step into this exciting career. Adventures await you….
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Laura McDonald is a paralegal, employed by Michael L. Hawkins & Associates, P.L.L.C. She is a member of NFPA (National Federation of Paralegal Associations). Laura is experienced in the areas of personal injury, civil litigation, family, environmental and corporate law, estate planning and bankruptcy.
Author: Laura McDonald
Keywords: paralegal, legal assistant, attorney, law firm, legal help, phone etiquette, phone skills, lawyer
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
I was speaking to group in Atlanta recently and this phrase was stated to me after my speech by one of my audience members.Culture eats strategy for lunch.
I was compelled by what this meant, especially as regards processes such as customer service. Simply put, the statement implies that companies who establish a particular culture in their business will be superior in practice than those who forsake culture for strategy or process. Culture will win every time.
Take a look at the finest companies in providing service, such as LL Bean, Nordstrom, The Ritz-Carlton, Chick-fil-A and others. A close look will reflect an actual culture that permeates throughout the entire organization from top to bottom. It is not their process that sets them apart, it is the way that they deliver their product or service; it is their culture.
You buy the same stuff at Nordstrom that you do anywhere else; their culture sets them apart. You get fast food at Chick-fil-A, cooked on the spot, served with a Coke, but its not the cooking process or the food that sets them apart; its their culture. The Ritz-Carlton checks you in, gives you a room, and feeds you just like hundreds of other hotels; their culture of service sets them apart. Note that the process and strategy of each of these companies is the same as their competition. It is their culture, their people, which separates them.
The question here is How does a company establish a culture? The answer is the same way a culture is established in a home. Not by having a meeting with the kids and explaining that this is what the family believes in regard to spirituality, manners, religion, etc. and expecting this culture to take. Instead, you show by example, discuss what is going on, compassionately correct the kids when they err, and encourage them when they do things right. This creates a culture. The result is what is called constancy of purpose, a never-ending focus on an end-result.
The same is true in business. When a leaders of a company establish what is important, lead by example, discuss these values often (if not daily), coach for correction and recognize when done correctly, a culture permeates throughout the organization.
Here are some ways to make that happen.
1)Establish in detail how you want your customers to be treated. Make it clear and concise, remembering that your employees have internal customers as well as external customers.
2)Make sure your managers understand these basics down pat. Clearly. Also make sure they know the importance of this employee/customer treatment.
3)Reinforce these with management constantly. This results in the above described constancy of purpose.
4)Teach the basics to all employees and require management to coach and enforce the practices.
5)Hire employees who fit the new culture.
6)Remember that the way we treat employees is the way they will treat our customers.
7)Talk about the culture every day.
The result will be a shift towards a culture that will be observable, as with the leading companies I mentioned earlier.
I have seen this happen in companies and can attest for its impact. When leaders in a company make it clear what is important to them regarding their values and culture, it permeates throughout the entire organization. When it spreads, it becomes unstoppable and powerful. Culture is an attraction for both employees and customers.it eats strategy for lunch.
Ed Horrell is a Memphis-based speaker and author, host of the weekly Talk About Service radio show, and author of the recently released book The Kindness Revolution He can be reached at www.edhorrell.com
Author: Ed Horrell
Keywords: cusotmer service, values, kindness, culture
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
Have you ever seen one of the signs regarding customer services that many places of business have hanging up? They say, Rule Number 1: The customer is always right, and below that, Rule Number 2: Refer back to rule number 1.
Although that’s a pointed oversimplification, the statement makes a valid point, and that is the customer is the reason for the business, whatever that business might be. The customer is what keeps the business fueled and running. Without the customer, there would be no business, and keeping customer happy and coming back is of the utmost importance.
Though customer service truly can’t be simplified into a one-rule overview and the truth is that customers aren’t always right, there are some universal rules governing good customer service.
1. Listen: When dealing with a customer, the first rule is to listen to what they’re saying rather than anticipating what they want. Customers appreciate being heard, and if you take the few moments to really, really listen to their request, complaint or statements, you’re increasing the odds that you’ll be able to help them in an efficient, direct manner.
2. Acknowledge: People appreciate being acknowledged. Whether they’re waiting on a long, slow-moving line or being put on hold, customers are more apt to remain patient if they feel like they’re not being ignored. For customers at the back of a long line, often a simple smile and statement of I’ll be with you soon will increase their patience manifold. For customers waiting on hold, it’s a good idea to pick up the phone every now and again, just to let them know they haven’t been forgotten about and that you’ll be with them as soon as it’s possible.
3. Be courteous and respectful: Even the most difficult customers often respond to courtesy and respect, and maintaining that standard is professional and should be adhered to at all costs.
4. Devote your full attention to the customer: There’s nothing ruder than a cashier that’s chatting about her plans for the night with the cashier at the next register while she’s ringing up your purchases. In addition, paying attention to something else while assisting a customer opens the door for mistakes, particular when at the register or when working with money and figures. Personal business is for your own time.
5. Know when to ask for help: There are times when you just don’t have the wherewithal to help the customer, and there are difficult customers who just refuse to be reasonable. Don’t hesitate to find a supervisor or manager to help when you find yourself in a position that you can’t resolve on your own. That’s what they’re there for.
There are many other Do’s and Don’ts in the world of customer service, but these are a great starting point for providing service that will keep customers coming back to your business.
This article has been submitted in affiliation with http://www.Facsimile.Com/ which is a site for Fax Machines.
Author: Lisa Koosis
Keywords: customer service,business etiquette,cashiers,retail,training
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
So there I was sitting in my underwear, waiting for my doctor with whom I had an appointment for my annual physical examination. I had arrived on time and was ushered into the examination room about ten minutes later. After my blood pressure was taken I was told to undress and wait for the doctor.
I waited for over half-an-hour and became cold sitting there almost naked so I put some clothes on, figuring that, if I had waited this long for the doctor, he could wait a minute for me while I undressed again when he arrived. Another fifteen minutes slowly went by. I realized that I could no longer be examined and make an important appointment I had scheduled so I decided to leave.
I explained to the receptionist why I was leaving. She responded with, Im sorry, but we have no control if the Doctor is delayed at the hospital. I said I understood, maybe he was saving someones life or delivering a baby. Certainly there are many medical procedures more crucial than my physical exam. But what I cant understand is the complete lack of communications and patient relations (or from my perspective customer service).
If the doctor was involved in a life-saving procedure or just having coffee with his buddies, someone in the office should be tasked with the responsibility of remembering that there are patients waiting for him who should be informed of the delay rather than wondering, getting cold in their underwear, and quietly fuming.
Good customer service (or patient relations) is just the simple matter of treating people in a respectful, helpful manner. When a vendor cant deliver the product or service when it is expected, the vendor should respect the client / patient / customer enough to announce the delay and allow them to adjust their plans, not sit fuming in their underwear. Loyalty is built on a foundation of respect. Understanding this along with a simple communications system (The Doctor is running late at the hospital, Ill let you know when he will be arriving) would have defused this situation.
Larry Galler coaches and consults with high-performance executives, professionals, and small businesses since 1993. He is the writer of the long-running (every Sunday since November 2001) business column, Front Lines with Larry Galler For a free coaching session, email Larry for an appointment - Larry@larrygaller.com. Sign up for his free newsletter at http://www.larrygaller.com
Author: Larry Galler
Keywords: customer service, care, respect, golden rule, client, patient, customer
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
The other day I was standing in the Complaints and Returns queue in a store when I experienced the customer in front being handled in a highly effective and professional manner. I was so impressed that I watched closely as the shop assistant listened, took responsibility and acted:
Listen fully to the complaint
1. Listen without interrupting to show that you understand how the customer feels as well as what they are saying.
2. Analyse the problem by listening for and working out the differences between:
Facts (the invoice has three errors in it);
Assumptions (it was clearly done in a rush by incompetent staff);
Generalities (your junior people are not up to it); and
Emotions (I feel let down).
3. Work out the reason behind their rage
Do they feel blamed for your failure (at home or at work)?
Do they feel your firm is deaf
Do they feel you have broken your sales promise?
4. Stay very calm to help your customer to dissipate their high emotions.
Take responsibility and act now
5. Make a quick recovery if possible and focus on this solution rather than the causes of the problem.
6. Take responsibility for achieving a full resolution and for communicating with the client - most people will be soothed by knowing progress is happening.
7. Win back the client by making a great recovery to deepen the customer’s loyalty - and they may well tell their friends and contact how well you and your company responded to their complaint.
Then prevent future complaints
8. Carefully note the facts and events that led to the complaint (while avoiding placing blame).
9. Take preventive measures and tell the customer how you will stop the problem recurring. Complainants feel better if they have had a positive impact on life.
If you follow these nine steps in listening, taking responsibility and acting, you will not only handle your customer’s complaint effectively but you will also recover the loyalty that satisfied customers give you as your business succeeds and grows.
Adrian Pepper coaches people through business and personal difficulties, helping companies figure out what to do, how to move forward and what to get organised. You can contact him through Help4You Ltd, through his website at www.help4you.ltd.uk or by phone +44-7773-380133. At feeds.feedburner.com/help4you, you can listen to his podcast for small businesses.
Author: Adrian Pepper
Keywords: complaints, customer service, listening, problem solving, small business, sme
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
Do you have customers or do you have clients? Someone asked me yesterday to explain the difference. He claimed that it was just semantics and that basically customers were clients and vice versa. I was surprised that he felt that way, because there is a distinctively important difference between the two.
So exactly what is the difference between a customer and a client? Let’s look at a couple of examples of each, and you will understand why having clients is better than having customers.
If you walk into a convenience store and buy a cup of coffee, are you a customer or a client? You are a customer, of course. If you go to a lawyer’s office and hire the attorney to represent you, are you a customer or a client? In this case, you are a client. Some might discern that the difference is whether you provide a service or a product. But no, that is not it either. Here is another example. If you go to a car wash and get you vehicle cleaned (a service), are you a customer or a client? In this case you are still a customer. If you go to an insurance agent and purchase a life insurance policy (a product), are you a customer or a client? I would call you a client. So the difference is not whether you provide a product or a service.
The difference is the relationship you have with the person buying from you. Clients make a commitment to buy your product or service from you on a long term basis. A customer is a hit and run type buyer. If you cater to customers, you have to be continually searching for them. Clients on the other hand don’t need to be replaced as often, and they will generally pay you more for your product or service.
If you strive to turn your customers into clients, you will work less and earn more. Will the next person who buys from you be a customer or a client? You decide.
To Your Success -
To receive a free copy of the audio CD The 5 Foundations to Business Success go to rgstephens.com and sign up to be on our mailing list.
For information on our e-mentoring program go to rgstephens.com/mentor.php
Rick Stephens is a recognized business advisor and consultant. He specializes in working with small to mid-sized business owners to strengthen their business processes and ultimately grow their business. Rick has been accredited by the Institute for Independent Business, an International accrediting body for senior executives.
Rick holds an MBA from the LeTourneau University located in Longview, Texas.
Rick Stephens is the Principle Advisor of the Consulting firm RG Stephens & Associates located in Plano, Texas. Rick offers business owners the opportunity to meet confidentially to discuss any business issue they may be experiencing. His initial meeting is always free and without obligation. Call him at 972-578-7895.
Author: Rick Stephens
Keywords: Customer Service, Clients, Prosper, Relationship, Business Growth
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
Reduce Turnover Raise Productivity Lower Absenteeism
A typical Call Center employs 3 Different Types of Call Center Agents:
1.Top Performing Agents - Grade A Agents with the Right Stuff that pushes them to Succeed, and the seemingly Natural Compatibility with the Duties of the Position. You probably have a few in your Call Center Operation now and wish that you could duplicate them.
2.Adequate Agents - Grade B Agents who Perform their Duties Adequately Enough to get by but No Better
3.Marginal Agents - Grade C Agents who have a High Level of Absenteeism, Low Productivity, Poor Performance & Poor Customer Satisfaction Ratings and who have a Negative Impact on Agent Team Morale.
We ask for a lot from todays Call Center Agent: Handle More Customers & Calls, Order Taking, Cross-Selling/UpSelling, Being Proficient with Computer & Support Systems, Being Non-Confrontational & Good-Humored, Work Well in a Team Environment, etc., etc.
As a Call Center Hiring Manager, your Challenge is Twofold:
1st How Do You Find a Sufficient Quantity of Quality Applicants for your Call Center Agent Positions?
Many North American Labor Markets have reached the Saturation Point for Call Center Agent Applicants in the Local Labor Pool. In fact, 64% of all North American Call Centers now find it a Major Struggle or Somewhat of a Challenge to Find Quality Applicants for Call Center Agent Positions. And 37% of Call Center Employers are now Reporting Severe Competition for Call Center Agents by Other Employers.
2nd How Do You Weed Out the Job Candidates Who Will Burn Out Fast Because They Aren’t Suited For The Work, and Identify the People With the Skills, Motivation, and Work Ethic to be Your Top Call Center Agents?
While Almost Everyone can Use a Telephone, Not Everyone is Cut Out to Work Successfully as a Call Center Agent.
Hiring the Wrong Call Center Agent is the Root Cause of Turnover and Absenteeism, and is a Significant Drain on your Bottom Line, on Customer Satisfaction, and on your overall Call Center Agent Team Morale.
Today, the Average Annual Turnover Rate of Full-Time Call Center Agents is over 30%. The Turnover Rate for Part-Time Call Center Agents is Worse (84% - with 15 Month Avg. Job Tenure). And, the Average Cost to Recruit/Hire/Train a Replacement Call Center Agent ranges from US$2,600 US$15,000 (depending on the type of Agent Position).
Every Failed Hire Causes You to Throw Precious Budget Dollars Down the Drain Retraining Recruits for the Same Position. Not to Mention the Lost Sales & Service Opportunities, Poor Customer Satisfaction Ratings, Lowered Productivity and Higher Absences associated with a Poor Job Fit.
There are a Series of Best Practices Steps you can take to address these Two Issues in order to Recruit More Top Performing Call Center Agents:
STEP 1: Create an Agent Success Profile What are the Core Competencies, Personality Traits, Skill Set(s) and Demographics of your Optimal Performing Agents?
Who are your Top Performing Agents?
You should be Profiling your Top Performing Agents for their Gender, Diversity, Economics and Education.
Across all Call Center Industry Segments (except OutBound TeleSales and Technical Support/Help Desk), over 75% of all Top Performing Agents are Female and 66% of them are Working Mothers. Only 5% have College Degrees, and 30% of them participated in Welfare-to-Work, Unemployment Insurance or Public Assistance within 6 months prior to their Hiring.
Is there Specific Must Have Skills/Knowledge that your Top Performing Agents need?
How do your Top Performing Agents Profile in Terms of Typing Speed/Accuracy, Computer Literacy, Specific Industry Knowledge/Experience, etc.?
What are the Key Personality Traits of your Top Performing Agents?
Are you looking for an InBound Agent? (A Persuasive Communicator Motivated by Security, Work Environment, Coworkers / Team, Service and Recognition).
Are you looking for an Inside Sales Agent? (A Persuasive & Persistent Communicator who is Service Oriented, yet Motivated by Sales Opportunity).
Or are you looking for an OutBound Sales Agent (An Assertive & Persistent Closer who is Motivated by Income and Conquering Challenges and who Initiates Customer Interactions).
STEP 2: Create a Recruiting Strategy Create a Recruiting Communications Plan that Identifies & Targets the Job Seekers that Meet your Agent Success Profile Criteria.
Your Recruiting Communications Plan should include:
Personal Referrals
Print Advertisements
Elementary & High Schools (Part-Time Job Opportunities for Working Mothers of Students).
Colleges, Universities, & Technical Training Programs (Part-Time Job Opportunities for Students).
Minority Organizations (Native Americans/First Nations, Gay/Lesbian, New Immigrant Support)
Online Job Postings
Virtual Communities
Job Fairs
Outplacement Programs (Transferable Skills: i.e. Laid-Off Customer Service/Sales Staff).
Unemployment Offices
Welfare-to-Work Programs
STEP 3: Deploy an In-Depth Telephone Screening Process All of your Recruiting Advertising should use as the Call-to-Action a 24×7 Automated Employment Information Line/Phone Screen which is then followed by a Structured Telephone Interview.
A 24×7 Automated Employment Information Line/Phone Screen Can Be As Simple As An Extension on your Current Voice Mail System:
Hello and Thanks for Calling youve reached the 24 Hr. Employment Information Line for the ABCXYZ Company.
At ABCXYZ Company you will have the Opportunity to Have Fun Make Good Money and provide a Service that Our Customers Really Appreciate.
Youll Earn a Guaranteed Base Wage of $/Hr Bonuses Get Training and All the Support youll need to Succeed.
Were Conveniently located Downtown with Easy Public Transit Access and theres Plenty of Parking nearby.
To Succeed Youll need to be Confident Professional and have an Excellent Telephone Communication Style.
To Take The Next Step in Our Hiring Process at the Sound of the Tone Please Tell Us Your Name and Please Spell Your Last Name.
Also Please Give Us Your Telephone Number and the Best Time to Call You Back.
And finally Please Read Back to Us the Ad you are Responding to and Remember this is a Telephone Audition So give it Your Best Shot!
Here Comes the Beep So Give Us Your Name Your Telephone Number and Read Back the Ad.
Good Luck in your Job Hunt
Thanks for Calling.
A 24×7 Automated Employment Information Line/Phone Screen can also be as Sophisticated as an Interactive IVR System:
This Position requires you to Read Speak and understand English. Are you able to do so?
Press 1 for YES Press 2 for NO
This Position will require you to work Non-Traditional Hours including Evenings Weekends and Holidays. Do you wish to continue this Process?
Press 1 for YES Press 2 for NO
This Position is Fast-Paced Structured and Requires that you have the Ability to Multi-Task. For the Majority of your Shift you will Remain at your Workstation while Assisting Callers and Customers by Telephone. Your Performance will be Monitored and Measured to Ensure the Highest Levels of Customer Service. Do you wish to continue this Process?
Press 1 for YES Press 2 for NO
You will Save Time and Money using a 24 Hr. Employment Information Line//Phone Screen by:
Reaching More Applicants Faster.
Recruiting Top Candidates Before Your Competition.
Building a Bigger Applicant Pool.
Ensuring that Applicants have a Clear Understanding of Important Job Requirements.
Assessing Applicants Ability to Follow Basic Instructions.
Conducting Voice Auditions to assess an Applicants Telephone Personality.
Reducing time spent with Unqualified Candidates.
Maximizing Applicant Buy-In and Participation in your Hiring Process.
Part of a Legally Defensible Hiring Process.
The Job Candidates who pass through your 24 Hr. Employment Information Line//Phone Screen should then be promptly followed up with using a Structured Telephone Interview.
A Structured Telephone Interview is:
Used to Further Sell The Job Opportunity.
Used as 2nd Screen of Candidates for Must Have Skills & Attributes (Start Date, Shift Availability, Wage Rate, Typing Speed, Specific Product Knowledge, Sales Ability, Security Clearances, etc.)
Used to Further Evaluate a Candidates Telephone Personality.
Where Appropriate, Used to Schedule a Candidate Visit at your Office for Going Forward with Hiring Process.
Delivered consistently, a Structured Telephone Interview is part of a Legally Defensible Hiring Process as all Candidates are asked for the same information in a uniform and consistent fashion.
STEP 4: Deploying Pre-Employment Assessment Testing to Confirm Personality Traits/Job Fit and Skill Set(s).
Candidates for Call Center Agent Positions need to have a Unique Constellation of Traits - and Specific Amounts of those Traits - in order to Successfully Complete the Job Requirements.
A Call Center Agents Success Depends Much More Upon Personality/Job Fit Factors than Product Knowledge, Past Experience or Skill Set.
Merely knowing how to react in a Customer Service Situation is Far Different from Actually Engaging in the Necessary Appropriate Behavior Consistently - and for the Long-Term.
This is what Call Center Agent Personality/Job Fit Testing Measures.
SPAS Service Personnel Appraisal System - is CD-Rom based Call Center Agent Pre-Employment Screening Software, which is Easy to Deploy, Very Cost-Effective and Highly Predictive of an Individual’s Suitability for a particular Call Center Agent Position.
SPAS Weeds Out Job Candidates Who Burn Out Fast Because They Aren’t Suited For The Work, and Identifies The People With The Skills, Motivation, and Work Ethic to be Top Call Center Agents.
There are Specific Versions of the SPAS Call Center Agent Pre-Employment Testing Software Validated to Test for Call Center Agent Positions such as:
InBound Customer Service
OutBound Telephone Sales (B2B) Business-to-Business
OutBound Telephone Sales (B2C) Business-to-Consumer
Inside Sales Agent
Tier 1 Technical Support/Help Desk Agent
Central Station Monitoring Operator
Telephone Collections
Telephone Answering Service Operator
Reservations/Guest Service Agent
Government Information & Referral Operator
Tele-Counselor
Mystery Shopper
Whatever Call Center Agent Personality Testing Instrument you Deploy make sure it is Validated for the Specific Call Center Agent Position you are looking to fill and Use it Consistently at the Same Point in your Hiring Process and with All Candidates.
You should also perform a Skills Test on your Job Candidates. Skills Tests are designed to Identify a Candidates Skill Level in Specific Areas such as Keyboarding, Software Literacy, Spelling, Telephone Etiquette, Listening, etc.
STEP 5: Using a Structured Face-to-Face Interview based on Core Competencies, Personality Traits and Skill Set(s).
This Style of Interview has Great Value in Call Centers because it allows you to Identify Candidates Past Behaviors and Use Them as Good Indicators of Future Performance and Behavior.
Before you conduct a Structured Face-to-Face Interview, you need to go back to your Original Success Profile and Core Requirements Document. Identify the Most Appropriate Core Competencies for the Position and Build your Questions around these Competencies.
They should be Very Specific Questions Designed to Determine How Candidates Behaved and Thought during Certain Situations.
Structured Interview Questions could include:
Tell Me About a Time When You Went Far Beyond What Could Normally Be Expected In Order To Satisfy a Customer?
The Target Behavior you are looking to uncover is Customer Focus. Can this Candidate Demonstrate that they can go Above & Beyond The Call of Duty to ensure that Customer Requests are Handled Effectively and with a Customer Service Orientation?
STEP 6: Having Your Candidates Experience a Job Preview Depicting Day-to-Day Activities, Responsibilities and the Environment of the Call Center.
The Goal of a Call Center Job Preview is a Final Attempt to Sell the Candidate In or Out of the Job.
You need to Paint a Realistic Picture of the Company, Call Center Environment, Hours, Flexibility, Management Style, Performance Expectations, etc.
This can be done as easily as having Candidates Sit in the Call Center for a Period of Time to Form Their Own Opinion before Accepting or Declining the Job Offer (**Check Your Local Labor Laws to See If Candidate Time Spent in a Call Center Preview by Sitting In The Call Center Qualifies as Paid Time.)
There are also Software-Based Call Center Simulators that are available to give a Candidate the Ability to Accurately Experience Call Center Work such as Referencing and Cross-Referencing Data and Dealing with a Variety of Callers and Customer Service Scenarios. (**Used as part of a Pre-Employment Process, Software-Based Call Center Simulators are Not Subject to Local Labor Law Interpretation as Paid Time.)
During the Call Center Job Preview Time, the Candidate should also be Encouraged to Speak Off the Record with Supervisors/Team Leaders and Potential Coworkers.
Done correctly, this Step will Help You Attract People who Genuinely Want to Work in your Call Center.
STEP 7: Reference Verification - (also Security Clearances / Drug Testing if required).
These Best Practices Hiring Steps are Easy to Deploy, Very Cost-Effective and Highly Predictive of an Individual’s Suitability for your Call Center Agent Positions. They will allow you to Recruit, Select and Hire New Call Center Agents who fit your Employment Needs Better and Stay On The Job Longer - leading to a Call Center Agent Workgroup that has More Experience and is More Productive.
Your Individual Call Center Agent Productivity Will Go Up - Along With Your Customer Satisfaction Ratings - and Your Turnover Costs Will Go Down.
I would be Happy to Prove to you in Advance and at No Charge that these Best Practices Hiring Steps Will Work for your Call Center Team as well.
Please Don’t Hesitate to Call/eMail me, or to Find Out More Click Here =>http://www.telesoftsystems.ca/64201.html
Regards.
David Filwood
Principal Consultant TeleSoft Systems
604-986-4116
davidfilwood@telesoftsystems.ca www.telesoftsystems.ca
David Filwood is the Principal Consultant with TeleSoft Systems http://www.telesoftsystems.ca, a Call Center Improvement Consultancy based in Vancouver, BC.
David has 20 Plus Years of Call Center Management Consulting Experience for Small-to-Medium Sized Government, Non-Profit and Diversified Business Call Centers.
David has been featured in Profit Magazine, TeleProfessional, Connections, Call Center Times, InQueue and The CBC as a Call Center Subject Matter Expert.
David has also been a Featured Speaker at Call Center Industry Conferences such as The Association of Teleservices International (ATSI), The Help Desk Institute (HDI), The Canadian Call Management Association (CAM-X), The Canadian Security Association (CANASA), and The Southern California Nortel Users Association (INNMUG).
David Filwood also sits on the Advisory Board of The National Association of Call Centers (NACC)
How To Hire Better Call Center Agents Every Time!
2006 TeleSoft Systems http://www.telesoftsystems.ca
Author: David Filwood
Keywords: Call Center, Hiring, Human Resources, Pre-Employment Screening, Customer Service, Telemarketing
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
Excellent is imperative in the marketplace today. As a home based owner you should know the importance of getting and keeping a happy . It is the life blood of every . Many owners work so hard to get the and then blow it by not offering first class .
Small es can quite often offer better then most big companies for many reasons. Usually it is easier to add personal touches, keep overhead low, have quicker response time and enhance the ’s experience from start to finish. Each ’s purchase can be seen almost immediately on the books. Small owners can take advantage of the close (sometimes one on one) relationship they have with their s.
Many of us can share our stories of a bad experience. In fact a bad experience is told to more people then a good story. In order to stop the bad mouthing and get the good word out you need an excellent system in place for your home .
An excellent system should be easily implemented in your home . It is as simple as treating people the way you want to be treated and then surprising them with the extra effort. Keep it consist! Everyone loves consistency. Look at the burger chains as an example. Each one is run exactly the same. There should be no surprises for the . Everything from how you are greeted, product preparation and is down to an exact science.
In your home based think of some of the ways you can keep giving excellent .
Here just few examples of Good Customer Service
* personalized attention
* clear vision and goals
* going the distance - making an extra effort
* thorough follow up if you can not give an answer immediately
* good humored
* relating personally
* putting people at ease
* positive attitude
* friendliness
* smiling
* being courteous
* being respectful
* being humane
* accommodating special needs
* organized
* affordable
* cleanliness of the work area
* attractive work space
* clean bathroom with supplies
* compensate user for slow or unsatisfactory
* quick response to request or complaint
* damage control: trying to make the best out of a situation that is mostly out of the hands of those providing the
* describing technical or complicated processes in layman’s terms
* lots of information and frequently providing updates on issues or situations
* good signage
* good directions
* good instructions
* giving advance notice
* proper planning
* anticipating needs
* putting needs before yours
* timely and convenient
* really listening and tuning in to
* being intuitive
* giving specialized knowledge
* familiarity with your procedures- being able to explain and enforce rules without alienating the
* staff supportive of each other
* offering refreshments
* accuracy about s offered
* patience - patience -patience
* getting the involved
* have evaluate
* avoid assumptions
* flexibility and sometimes making exceptions
* share written information
* concerned for safety
* delivery options
* internet access to your and such as emails
Add all the above together and you have Excellent Customer Service!
Some quick tips:
Always answer your phone. Today it is so easy to send people to voice mail. Implement a system that can have the hold (for a very short time) or one that will get their phone number and call back immediately when you are off the line. You will lose numerous s if they can not speak to someone live. I personally won’t leave a message on the first phone call. There are numerous call centers that can handle your call with a live person while you are busy. Many times a live person can convert a looker into a . If you have an internet you may want to have live chat and an 800 number. Excellent begins with the first contact.
Do not promise more than you can deliver. Nothing hurts a more then when they do not get what was promised when it was promised. If you can not do something say so. The will respect you for an honest answer.
Offer as much help as possible. There may not be any immediate money in it but the satisfaction of helping shines through. That may be testing you to see if they can trust you and your company. Offering as much help as possible also will strengthen your bond with that potential . They may not purchase from you but chances are they will recommend someone to your that will.
Handle complaints immediately. Many home owners forget this basic rule. As soon as a has a complaint some owners try to avoid the and hope they will go away. That will not happen. The will be more angry and harder to handle when the problem is addressed. Customers appreciate a sincere immediate response to a problem and if handled well, you will have a happy repeat and free word of mouth advertising.
Go the extra mile. If a asks for something special that you do not have maybe you could try finding it for them. How about meeting the at their house? Whatever the situation is, if you always offer excellent you will continue to see your home based grow.
Be consistent. Customers like being treated the same way each time When there is consistency in you establish a norm for your . Do not surprise your s with inconsistent . That is the quickest way to lose them and whoever they talk to.
Excellent is a simple process and once you put your system in place, it will reap you many repeat happy s. Their word of mouth is free advertising and they will be more willing to buy your products or s.
Paul Kopp is the Founder and CEO of Kopp Enterprises, Inc. Paul has been a Home Based Business owner for over 7 years. Currently he operates 2 online es and also is involved in numerous non internet related es. Paul created Home-Based-Business-Solutions.com to give quality information and resources to start and run a home based smoothly and profitably. He covers all the topics from A-Z for home based es. This article and others can be found at his Business Resource Center.
Author: Paul Kopp
Keywords: excellent , good , , home based
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
Many of us have heard of the current trend for businesses to become customer-centric, that is, to put the customer at the centre of our business in terms of our strategies, actions and processes. For most of us, old truths still hold good, such as its easier and more profitable to sell to existing customers than to find new ones. In practice, organisations are increasingly setting themselves strategies to measure and ensure customer retention, and charging their staff to be more customer-focused and service-oriented. Many organisations now approach the lifetime value of customers (calculated as the typical number of purchases per year multiplied by the average purchase value multiplied by the expected number of years of the customer relationship) and seek to increase it.
In the modern era building customer satisfaction and loyalty is a key we say to profitable business but do many of us really know why? And what we should really be doing to achieve this goal?
A good method to establish whether our customers are satisfied with us has been to ask them. Customer feedback mechanisms such as surveys, focus groups, and even feedback forms in hotels and restaurants have become increasingly common over the last decade. Hopefully theyve provided food for thought and even perhaps prompts for action or change. Too many of us though have underestimated the power of such feedback and the true reasons why customers defect. In such feedback, if customers score us at 75-80% wed be fairly pleased. Falsely so!
In the mid-nineties the Xerox Organisation undertook a large study of customer satisfaction (Putting the Science - Profit Chain to Work, Harvard Business Review, 1994) and found that there is a relationship between customer satisfaction and customer retention. That relationship can be summarised that when customers rate their satisfaction level as very satisfied, their loyalty is very high. The relationship highlights a zone of affection where customers become apostles of the product or service provided by a company. However it also illustrates that even when customers rate their satisfaction at 4 or satisfied, there is a high degree of indifference or even defection.
What conclusions can we draw from this information? The key point here is that achieving a satisfaction level of 4 (80%) with customers is not enough even when customers report that they are satisfied, they are indifferent and are likely to defect if provided with a reasonable alternative.
It is an old adage that a very satisfied customer will tell perhaps one or two others, whilst a dissatisfied customer will tell many others. We are only too aware that we cannot allow customers to be very dissatisfied and become a terrorist to our business. But how many of us are aware that in the economics of customer retention, some increases in profit are generated from reduced operating expenses and increased purchases by customers - most real gains in profit, however, are realised when customers provide referrals.
We know that referrals only come from customers who are apostles. However price premiums and referrals can only come when customers report very high levels of satisfaction - when they are in the affection zone. The study showed that a 5% increase in apostles can increase profits by as much as 85%. Conversely, a 5% defection in customers can reduce profits for some businesses by as much as 85%. Thus it is vital to the profitability of our businesses that we achieve very high ratings of customer satisfaction satisfied is not enough!
What differentiates between customers who defect and those who become apostles? Xerox showed that the overwhelming reason for defection was not price or product problems, it was how the customer felt they had been treated. Similarly, if we reverse the argument, then how we treat customers not our products, services and pricing - can be a powerful catalyst to a customer becoming highly satisfied, an apostle, and leading us to the increase in profit we are seeking. What steps do we need to take to achieve this aim?
Firstly having a definable and measurable customer retention strategy should be intrinsic to our business. We should reinforce this by an avowed and lived corporate value of customer focus. We should expect and reinforce our employees to live this value it is they who interact with the customer and who leads him or her to believe they have been treated well.
Basic customer service training is not sufficient this often deals only with the process of customer interaction. The business needs to ensure that its employees have the skill and motivation to create and maintain customer loyalty. We need to educate employees to change their behaviour, and show them which behaviours are required - training, developing and rewarding them for doing so. The business should also set up processes that assist employees with building and measuring customer satisfaction and loyalty, such as customer care mechanisms, feedback tools and communications devices.
Where many businesses fail in their attempt to build customer loyalty, having set a strategy in place and processes in motion, is in not ensuring that their employees, through their skills, motivation and knowledge, treat customers in a superb manner, a manner that ensures customers become apostles. Make sure this customer satisfaction initiative happens for your business.
John White is a Director of IntegrateHR Limited which has strategies and services to enable clients to undertake customer satisfaction initiatives.
Author: John J. White
Keywords: customer,service,satisfaction,loyalty,train,relationship,
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By admin
March 8th, 2009 at 08:05pm
Under Customer-Service
What’s the biggest bottleneck in any business? Besides sales, this often overlooked feature of any business could be causing you lost sales and your long term success. Use these tips to reduce the most costly (and annoying) bottleneck with businesses today.
Imagine for a moment that you have just spent a small fortune on marketing…you have a sale that you want to advertise and you have produced full page ads in the local newspaper setting you back $20,000 a day, sent out thousands of flyers, produced signs, sent out press releases and you even went on TV.
The big day arrives and a flood of people enter your store. You look at the people clawing at each other to buy your goods, while you eagerly wait to count your profits.
Then something bad happens…
A cashier decides to take a break to talk to his girlfriend on his cell phone. She breaks up with him on the phone and he comes back 15 minutes later, right into the heat of the crowded store and decides he doesnt care about anything anymore. He starts being rude to the customers, taking his time and tells some off.
Disgusted, your customers leave the store, and the profits you were counting in your head have vanished into the smoke they came from.
So what happened?
What happened is what many believe is one of the biggest problems of any business today..the people that interface to your customers.
Usually they are the most underpaid, under trained people in your business. And they are relied upon to handle all customer inquiries, complaints, joys and questions and basically close the sales.
Its not just in retail either. Any business that has prospects phoning and asking questions or placing orders has this problem.
If I had a nickel for every time I heard a story from a disgruntled long-time customer of some business that was driven away because the customer service person couldnt accommodate their request, I would have lots of nickels.
And you know, the people that represent your business, the ones that interface with the customer everyday ARE your business to the customer. If they are mad because of some 7 dollar an hour cant wait to get home to go drinking customer service representative, they will lump you and your product right along into their mental state. If you receive a brick in the mail one day, you may be having this problem.
So how do you avoid this bottleneck?
First, isolate who is having any contact whatsoever with your customers.
1.Whos answering your phones?
2.Whos on the floor greeting your customers?
3.Whos answering the emails?
4.Who is responding to your white mail?
5.Who is placing the order?
6.Who is making the sales?
Second, you need to be constantly educating them and training them as to your specials, new products, etc. Make sure you have a networked computer system to take notes for telephone operators. There is nothing more frustrating then phoning one customer service person, only to have to retell your problem to another one 10 minutes later after they mistakenly hang up on you.
Third, educate them on how to deal with people. Once they know why certain customers behave the way they do, they might not be rude with them or they can adapt their behaviour to build rapport and guarantee the sale.
Fourth, give them a little negotiating power. Some customers will try to negotiate. Give the person some room with that just to appease the customers desire to get a good deal. Often people will warm up when there is some negotiating room.
Lastly, perhaps give the people that deal with customers a spiff, or small reward for their excellent people handling skills (in other words, closing the sale). It doesnt have to be money. In fact, chances are it will be material things, not money. Find out what your employees want the most. It can be an IPOD, or a trip, your own products, or something to encourage them that maybe they should make an effort with your customers.
Paul Speziale is a direct marketing consultant / entrepreneur based out of Toronto, Ontario. He has served all industries from manufacturers to retailers, from entrepreneurs to professionals. Besides helping clients, he is working on his own projects. He also volunteers his time for several worthy causes both local and global. You can reach him at: http://www.AnelloSolutions.com: Growing Your Business Through Low-Risk, Optimized and Results Based Marketing
Author: Paul Speziale
Keywords: customer service, business, marketing
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