In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

4. Create the Solution

   All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiet

   Acquire New Business
   A major part of keeping profitable and growing your business is maintaining a focus on business development. Even when you've got the right mix of work, clients and employees you should be looking for new opportunities. You could establish a process to do this whilst ensuring your existing customers don't get neglected. The process helps you manage new business opportunities in a cost- and time-effective manner.Generate leads Identify the types of companies you want to work with and a realistic number of companies you want to target over a given period of time. For example: an accountant with experience in the marketing industry might decide to target five opportunities per month focussed on marketing consultancies.Finding potential clients and identifying new opportunities can be done through networking events,
   The following story tells how a customer experience went from funny to sad in less than 24 hours, and five secrets to creating an outstanding customer experience.

   Recently, Joy and I were invited to go to a local comedy club. It was one of those clubs where you eat dinner while listening to the comedians.

   We had a very enjoyable evening with our hosts. The comedians were funny and the meals were delicious. The server gave us our check for the meals and, after perusing the bill, gave the waiter our credit card for payment. I noticed that the waiter went to all the tables he served at the same time and collected all the receipts and credit cards, cash, and payments at the same time. We were a little concerned that the payments would be applied to the wrong receipts. However, we assumed the best and assumed the server had an organized system for applying the payments to the right receipts.

   We were wrong!

   We checked our online account balance and saw that there was an incorrect charge of $75 in addition to the normal charge. Not only that, the overcharge resulted in this account being over the limit which resulted in an additional overlimit fee of $39. Suddenly, it was not so funny.

   The following are five secrets to resolving a customer service situation and creating a great customer service experience:

   1. Walk the Talk

      Joy telephoned the comedy club at 10:12 a.m. of the morning she found out about the overcharge. She was greeted by a voiced mail message that said, “No one is available to take your call after business hours. Please call back between the hours of 9 a.m. and 6 p.m. or leave a message.” That’s what she thought she did.

      If you promise to answer the phone between certain hours, then answer the phone between those hours. If you promise the customer a solution, additional information, etc., then make sure you deliver. Walk the talk and don’t offer anything less.

   2. Listen with Empathy

      When Joy called back after leaving a message on the voicemail and not getting a response, she finally got someone on the phone. Joy explained the above overcharge situation and the customer service “expert” said, “Are you sure the charge is incorrect?” Wrong answer. This person had already judged/assumed the customer to be incorrect or incompetent. Along with this judgment, as Joy explained our situation, there was no response from the customer service person during the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

      • I appreciate your sharing this information…

      • I can understand how you could feel that way…

      • I can see how that would be an inconvenience…

      • Please tell me more…

   3. Take Ownership and Apologize

      When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

      • We will investigate this for you immediately.

      • I will create a solution.

      • Let’s make this charge go away.

      • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

      • We will make this happen for you.

      • I will personally take care of this for you.

      In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

      Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

   4. Create the Solution

      All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiety

      9 Secrets Mark Twain Taught Me About Advertising
      “Many a small thing has been made large by the right kind of advertising.”Advertising is life made to look larger than life, through images and words that promise a wish fulfilled, a dream come true, a problem solved. Even Viagra follows Mark Twain’s keen observation about advertising. The worst kind of advertising exaggerates to get your attention, the best, gets your attention without exaggeration. It simply states a fact or reveals an emotional need, then lets you make the leap from “small to large.” Examples of the worst: before-and-after photos for weight loss products and cosmetic surgery—both descend to almost comic disbelief. The best: Apple’s "silhouette" campaign for iPod and the breakthrough ads featuring Eminem—both catapult iPod to “instant cool” status. “When in doubt, tell the truth.”
      nd saw that there was an incorrect charge of $75 in addition to the normal charge. Not only that, the overcharge resulted in this account being over the limit which resulted in an additional overlimit fee of $39. Suddenly, it was not so funny.

      The following are five secrets to resolving a customer service situation and creating a great customer service experience:

      1. Walk the Talk

         Joy telephoned the comedy club at 10:12 a.m. of the morning she found out about the overcharge. She was greeted by a voiced mail message that said, “No one is available to take your call after business hours. Please call back between the hours of 9 a.m. and 6 p.m. or leave a message.” That’s what she thought she did.

         If you promise to answer the phone between certain hours, then answer the phone between those hours. If you promise the customer a solution, additional information, etc., then make sure you deliver. Walk the talk and don’t offer anything less.

      2. Listen with Empathy

         When Joy called back after leaving a message on the voicemail and not getting a response, she finally got someone on the phone. Joy explained the above overcharge situation and the customer service “expert” said, “Are you sure the charge is incorrect?” Wrong answer. This person had already judged/assumed the customer to be incorrect or incompetent. Along with this judgment, as Joy explained our situation, there was no response from the customer service person during the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

         • I appreciate your sharing this information…

         • I can understand how you could feel that way…

         • I can see how that would be an inconvenience…

         • Please tell me more…

      3. Take Ownership and Apologize

         When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

         • We will investigate this for you immediately.

         • I will create a solution.

         • Let’s make this charge go away.

         • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

         • We will make this happen for you.

         • I will personally take care of this for you.

         In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

         Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

      4. Create the Solution

         All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiet

         Advertising Specialty Vendors
         Advertising specialty vendors are the ones that sell to resellers who in turn sell to their clients. An advertising specialty vendor can be a very cheap option for someone looking for advertising specialty products.Each of these vendors has a catalog that details each and every item with illustrations and pricing. Most of them generally just do the printing work for resellers, who buy the various goods for advertising.There are many advertising specialty vendors all over the country, and in each state. A quick search on the local directories or the Internet will generate information about them. One good source of authentic vendors is the directory that is published by the ASI (Advertising Specialty Institute), which does the task of maintaining a list of vendors, state-wise, and assigns memberships to vendors.The equipment requi
         ing less.

      2. Listen with Empathy

         When Joy called back after leaving a message on the voicemail and not getting a response, she finally got someone on the phone. Joy explained the above overcharge situation and the customer service “expert” said, “Are you sure the charge is incorrect?” Wrong answer. This person had already judged/assumed the customer to be incorrect or incompetent. Along with this judgment, as Joy explained our situation, there was no response from the customer service person during the conversation. Empathy means putting yourself in the customer’s shoes and feeling the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that this customer service person could have said to show empathy are the following:

         • I appreciate your sharing this information…

         • I can understand how you could feel that way…

         • I can see how that would be an inconvenience…

         • Please tell me more…

      3. Take Ownership and Apologize

         When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

         • We will investigate this for you immediately.

         • I will create a solution.

         • Let’s make this charge go away.

         • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

         • We will make this happen for you.

         • I will personally take care of this for you.

         In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

         Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

      4. Create the Solution

         All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiet

         Fraud Prevention - The Most Cost Effective Way to Reduce Losses
         Create & Maintain an Appropriate Culture Culture is important in any organization but to have the appropriate attitude of honesty and high ethical standards is important to prevent fraud. Management must demonstrate this model by providing a tone at the top emphasis on this culture. After setting the tone, management must follow up on this commitment by hiring the right people for the job and ensuring that their hiring policies are effective at eliminating those people that do not meet the standards set by the culture. The hiring process should entail some form of background check in order to gather some information about their past ethical behavior. After acceptance of new employees, management should clearly communicate their expectations and require written confirmation of a mutual understanding of these expectations.ou could feel that way…

      • I can see how that would be an inconvenience…

      • Please tell me more…

      3. Take Ownership and Apologize

         When Joy mentioned the $75 overcharge, the customer service person said that it was our bank’s fault although it was clear that the comedy club initiated the charge. Take responsibility for creating a solution for the customer. Show ownership by saying the following:

         • We will investigate this for you immediately.

         • I will create a solution.

         • Let’s make this charge go away.

         • Let me have you talk with someone who has the answer for you. It will take (whatever amount of time). Can you wait?

         • We will make this happen for you.

         • I will personally take care of this for you.

         In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

         Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

      4. Create the Solution

         All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiet

         Corporate Events
         Corporate events often include a variety of fun activities. These activities that are planned may be for a company picnic or even a holiday party, or a summer bash. Furthermore, these could be events that take place just as an employee incentive. Corporate events that include fun activities help bring a company together. They also help employees see each other in a different context than just in the office. These events could include anyone who is in an executive position and higher, or they could include everyone in the entire company.Often families are allowed to bring their children and spouses to corporate events as well. In fact, more often than not they are encouraged to do so, because they know how important it is for working families to have time together. Therefore, companies will work hard to make their corporate events as meaningful
         i TYPE=disc>I will personally take care of this for you.

      In our situation, the customer service person could have said, “Ms. Fisher-Sykes, I apologize for this overcharge and any inconvenience it caused you. That is never our intention. Again, my name is (name of rep). I will personally investigate this for you immediately and correct this situation.”

      Taking ownership shows the customer that someone is in charge, that someone cares, and that someone can move to the end result that really counts…creating a solution for the customer.

      4. Create the Solution

         All your actions and communications with the customer must move to creating a solution. Joy asked the customer service person when the charge would be removed and the rep said, “I don’t know; I guess soon.” Does this answer move us closer to the final answer or solution? NO. It leaves the customer unsure about the solution and creates more anxiety and questions in the customer’s mind.

         Correct Way: All the rep needed to say was, “Thank you for asking. We will immediately initiate the removal of your charge today. The charge, along with any overdraft charges, will be removed from your bank within the next 48 hours.”

         Move towards creating a solution, create the solution, let the customer know what the solution is, get the customer’s approval and commitment on the solution, and act on the solution.

      5. Offer an Incentive to Come Back

         Remember, treat your customer every time as though it is the first time to impress that customer. You may only have one opportunity to impress that customer. To say the least, we were not impressed with our comedy club experience. Joy even mentioned in the beginning of the conversation that it was our first time at the club. There was no reaction from the customer service rep.

         Correct Way: “Ms. Fisher-Sykes, I am saddened to hear about this situation, especially since it is your first time at our establishment. We like to make each customer’s experience at our club a positive memorable one so that you want to come back again and again and tell others about our club. We want you to come back to our club. Here are two complimentary passes to our club so that you can come back at your earliest convenience.”

         If you can’t give the customer a monetary incentive, give the customer a perceived incentive. It could be a special call with advanced information on your establishment’s promotions or, in our case, it could be seating at the front table of the club to make us feel special.

      Apply these five customer service secrets, and your customers will laugh all the way back to your business, organization, and government agency.