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Actual for You - Responding With Why Is A Sure Bet That You Won't Get To What, Where, When And How
If you desire to reach the top of your profession, and perhaps have ambition of being a senior manager, associate director or indeed a director of your company, then you need to develop your people skills.This is so key, Les Giblin, author of Skills with People, wrote: 'people skills are the key to life.' From the beginning of time, man has always been interested in himself/herself, and it will remain that way to the end of time. You do not need to be embarrassed about realising this fact, it is just how it is.You need to realise that man's actions are governed by self thought and self interest, you might have heard the phrase 'What Is In It For Me' WIIIFM. Whenever you buy something, that is what goes through your mind, you say how can this be good for me, how can this benefit me and so on... This tra
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight
Who ever thought that starting your own daycare could allow you to stay home and make $90,241 a year from the comfort of your own home.Just think about this for a minute….Get up in the morning invite 7-8 kids to your house Monday thru Friday, have fun, teach pre-school activities, read books, eat lunch, take a nap, play little more, go home.That’s about what the day involves, but you need to think further. You are a business owner now, which means you can write off items on your tax return. How about things like furniture, cars, or utility bills? These are items you need anyways regardless of any business or job you might have.Pretty cool, right?Another thing to remember is all the personal work you can get done in your home while running your daycare. I always found naptime to
Do you need to know WHY it did not get done? Or WHY the request had not been processed? Or WHY it did not ship yet? Or WHY the company had not fulfilled its promise?
The answer is NO!
When personnel start to offer an explanation or a reason as to Why something did not get done, they are beginning to break down the process of actually helping the person on the other end of the call.
Let me explain.
When we are requesting service or help, most times (if not all), we are not going to be repairing the problem.
Whether it is a part that malfunctioned or a widget that stopped working or maybe, you had ordered something and it had not arrived, chances are the Customer is relying on the company to offer a solution and get the situation handled.
You are not expecting your Customer to take the information you are providing them, break out their tool box and disassemble your widget and repair it themselves, are you? Or jump into their car and drive to the nearest shipping facility with a way bill and start sorting through packages to find theirs?
So, why would you go into a long explanation as to why the widget quit, or why the part did not ship, or any other explanation at all?
Most of the time, when the explanations start flowing, that Customer Service person is beginning to lose their objectivity in handling the request. They are beginning to feel a little vulnerable to THEIR POSITION and the Customer, and now begin to offer up an explanation as a barrier, in the hope that by offering such an explanation, it will somehow soothe the Customer.
When the Customer calls in, they are only looking for an answer to their question, how are you going to help them and when are you going to get it done. If they require more information, they may ask, and at that time you as a Customer Service Professional, can then elaborate, briefly.
When they are calling in, the last thing they want to hear is “We couldn’t process your request. The person who normally handles those requests is out on _______.” Fill in the blank. It could be anything, vacation, bathroom break, hardship or bereavement absence, but does it really matter, to you the Customer or to the Customer who has called your company? NO!
“Susan has been working on all the requests, has been staying late, eating lunch at her desk, and did not have enough time to process your request until late in the day.”
“The weather delayed us sending out your order until this morning, and you should see it sometime later this week.”
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight.
The terms merger and acquisition are frequently used as if they are synonyms, but have different implications. The major difference between a merger and an acquisition is their mode of finance.Mergers as well as acquisitions involve one or many companies purchasing all or part of another company. A merger is a result of two firms, often of similar size, agreeing to move ahead and exist as a single new company. This sort of action in particular is referred to as a "merger of equals." Mergers are mostly financed by a stock swap. In a stock swap, owners of stock in both companies receive an equivalent measure of stock in the newly formed association. Both companies surrender their stocks and stock of the new company is issued as a replacement. A single administrative section then manages the new union.On
When we are requesting service or help, most times (if not all), we are not going to be repairing the problem.
Whether it is a part that malfunctioned or a widget that stopped working or maybe, you had ordered something and it had not arrived, chances are the Customer is relying on the company to offer a solution and get the situation handled.
You are not expecting your Customer to take the information you are providing them, break out their tool box and disassemble your widget and repair it themselves, are you? Or jump into their car and drive to the nearest shipping facility with a way bill and start sorting through packages to find theirs?
So, why would you go into a long explanation as to why the widget quit, or why the part did not ship, or any other explanation at all?
Most of the time, when the explanations start flowing, that Customer Service person is beginning to lose their objectivity in handling the request. They are beginning to feel a little vulnerable to THEIR POSITION and the Customer, and now begin to offer up an explanation as a barrier, in the hope that by offering such an explanation, it will somehow soothe the Customer.
When the Customer calls in, they are only looking for an answer to their question, how are you going to help them and when are you going to get it done. If they require more information, they may ask, and at that time you as a Customer Service Professional, can then elaborate, briefly.
When they are calling in, the last thing they want to hear is “We couldn’t process your request. The person who normally handles those requests is out on _______.” Fill in the blank. It could be anything, vacation, bathroom break, hardship or bereavement absence, but does it really matter, to you the Customer or to the Customer who has called your company? NO!
“Susan has been working on all the requests, has been staying late, eating lunch at her desk, and did not have enough time to process your request until late in the day.”
“The weather delayed us sending out your order until this morning, and you should see it sometime later this week.”
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight
For most law students, networking with law firms is the best way to find a great internship. In large cities and small towns, the legal community is close knit and many times, it is who you know, not what you know. The more people you meet with, the better your chances of building your professional network, and finding a great intern position. Networking is best started with one’s own friends and acquaintances. You can gradually branch out to network with your friends’ friends, colleagues, and members of the legal profession, as well as others in the business community that can further your efforts.Do not be shy about contracting people of the legal profession who are not known to you. Concentrate on lawyers who are active in your field of interest. Make a list of potential law firms and seek appointments to s
Most of the time, when the explanations start flowing, that Customer Service person is beginning to lose their objectivity in handling the request. They are beginning to feel a little vulnerable to THEIR POSITION and the Customer, and now begin to offer up an explanation as a barrier, in the hope that by offering such an explanation, it will somehow soothe the Customer.
When the Customer calls in, they are only looking for an answer to their question, how are you going to help them and when are you going to get it done. If they require more information, they may ask, and at that time you as a Customer Service Professional, can then elaborate, briefly.
When they are calling in, the last thing they want to hear is “We couldn’t process your request. The person who normally handles those requests is out on _______.” Fill in the blank. It could be anything, vacation, bathroom break, hardship or bereavement absence, but does it really matter, to you the Customer or to the Customer who has called your company? NO!
“Susan has been working on all the requests, has been staying late, eating lunch at her desk, and did not have enough time to process your request until late in the day.”
“The weather delayed us sending out your order until this morning, and you should see it sometime later this week.”
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight
Stationery is defined as the products made of paper to be used for personal and office supplies. Stationery is usually decorated and/or personalized to enhance its look. It has been commonly confused with another term ‘stationary’, which actually means 'standing at a place'.Be it New Year, school time, Christmas vacation or business trip, Stationery is the core of all these activities. It is used in arts and crafts, calendars and diaries, letters and envelopes, office supplies, and promotional products etc. For holidays, special Stationery material like cards, envelopes and notepads are commonly seen. Even non-paper products like pens, pencils, staples and staplers, crayons, markers, adhesives, tapes, file holders, math sets, craft and office scissors, chalks, bookmarks, stamps and stamp pads, glue sticks, me
When they are calling in, the last thing they want to hear is “We couldn’t process your request. The person who normally handles those requests is out on _______.” Fill in the blank. It could be anything, vacation, bathroom break, hardship or bereavement absence, but does it really matter, to you the Customer or to the Customer who has called your company? NO!
“Susan has been working on all the requests, has been staying late, eating lunch at her desk, and did not have enough time to process your request until late in the day.”
“The weather delayed us sending out your order until this morning, and you should see it sometime later this week.”
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight
We live in a cookie cutter world. In my neighborhood, the new homes have the same floor plan, the preteens all wear the “Abercrombie” uniform and the moms drive one of five acceptable SUVs. It’s no different in the business world where getting ahead involves following a prescribed set of procedures. Why is our uniqueness a liability? Is it because the alternative to following the crowd gives way to the potential for rejection? And who wants that? Not me and probably not you. Everyone wants to belong somewhere.No matter how accepted our ‘sameness’ is, it can be detrimental to our career and to the continuity of our organizations. The expressions “don’t reinvent the wheel” and “every good idea has already been thought” are contributing to the decline of originality and inspiration in the workplace. Eac
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight. You should see it by Tuesday, next week.”
“Mr. Jones, we are scheduling late hour in home repairs as a convenience to our Customers. Which day works best for you, Wednesday evening at 6:00 pm or Thursday evening at 6:00 pm?”
“Mr. Jones, we have processed your prescription order and faxed it over to the pharmacy on Main street. You can check with them later today to see what time it will be available for pickup.”
If the Customer requires any further explanation, they will ask for it. Of course, sometimes you may be getting an earful. People are angry when they are calling. Anger comes from a fear, and it is this fear that you want to address. That call may sound something like this.
“Mr. Jones, although I am not in your position, I can understand your desire to resolve the situation. Let me handle this for you. I will ship you a new widget priority overnight, and call the shipping company to make sure they get it delivered right away. Please take down my name and number, and if you have any further need, please call me.”
“Mr. Jones, although we have not met your expectations, I really want to resolve this for you as soon as possible. May I take a look at your records and see where the breakdown occurred? Thank you, I have had a chance to review the records and now I can see what happened. Let me correct this for you. I will have a repair person on your site today at 4:00 pm, or would 5:00 pm be better?”
“Mr. Jones, I am glad that you brought this to my attention. I will be sending this into the company’s main office for further review. In the meantime, I have a solution to correct this situation. Would you allow me to handle this for you by….”
Hey, these are just some examples. You are going to have to tweak them to fit your situation and company’s policies. However, there is a common theme through all of these.
1st. I acknowledged the Customers emotion, and then set it aside. It is important to work with the facts, things you can correct. By doing so, you remain objective and in a better position to help the Customer. Once you become emotional, you cannot help them. Practice taking a deep breath, pause a moment before answering, and address the facts.
2nd. Don’t offer an explanation unless the Customer requires more information. If they ask, address the request and stop. Then reconfirm the solution you have outlined. If the Customer is still upset, you may need to let them continue to vent or get it off their chest. If you stop that process, you will stop the process of getting the problem resolved.
3rd. Remain objective. Remember it’s your job to HELP them, and they need help. That’s why they are calling. Stick to the facts.
4th. Be specific. Make sure you are telling them exactly when, what, where and how you are going to help
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