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Other Added - Responding With Why Is A Sure Bet That You Won't Get To What, Where, When And How
The conventional employee mindset could be holding you back, keeping you from climbing the ladder as fast as you could with a different outlook.If you’re like most employees, you think of yourself as a pawn. You think it is up to ‘’them’’ to promote you. Being honest, you don’t want to ingratiate yourself with your boss, flatter him or butter him up. You might also hate selling yourself if that means talking a lot about how great you are. So, you keep your head down and work hard, waiting for your boss to come along and tap you on the shoulder. When it doesn’t happen, what do you do? Again, if you’re like most employees, you start showing your resentment. You start complaining about being overlooked, demanding your rights.But this is a lose-lose strategy. Try viewing yourself as a business, say a self-e
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
For those organizations that are constantly engaged in innovating their products or services, DFSS, an acronym for Design for Six Sigma, is not new. But the general statement by many that they are implementing Six Sigma shows that they are a little bit confused - in most cases one will be using DMAIC, which is applicable in cases where there are products and services that already exist.DFSS is more focused on innovating and designing new products or redesigning them to suit the business. The designing exercise can be started from scratch, as it has happened in many cases. Thus, DFSS is implemented for design of new products.DFSS Is Closer To DMADVIn actual practice, DFSS hardly differs from DMADV, an acronym which stands for Define, Measure, Analyze, Design and Verify. It is this design factor wh
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. 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
Maximize Your Online Advertising Dollars (part 1)How much do you spend advertising your online business? How much money are you making from your online business? The two are directly related. The adage, "You have to spend money to make money..." is an undeniable truth. You can't very well sell products if people don't know about them, and the way to tell people about what you've got, is to advertise. ADVERTISING COSTS MONEY. Big corporations spend millions of dollars to advertise their products. Now, they wouldn't spend all of this money on advertising if it didn't generate more in revenue than they originally spent. The key here is to put your advertising dollars where they will be the most effective. You must target your audience
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. 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
Does exercising once or twice a month get you into shape? Not likely, nor does looking for a job every now and then. If you are out of work you need a job searching routine and here is how to do it.Consider finding a new job to be your current job.Your job is spending 8-10 hours a day doing activities that will lead to and get you the job of your dreams. Just like exercise in the beginning your muscles will complain but when you have done it for a while you will have the body of Zeus. Or more importantly a great job.Get into a routine.It seems easier for most people to be in a routine. Get yours going quickly, start with a good breakfast. This will fuel your brain and body for the work ahead. Start your searching and researching of your job contacts. Ask everyone you get within 5 feet of f
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. 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
Good News for Employers wishing to change the terms of employment of employees, however, employers must still take care.In Scott & Co v Richardson [2005], the Dependant, Mr Richardson, who worked for a Scottish firm of debt collectors, refused to accept his new terms of employment which required him to visit defaulting debtors during the evenings. Mr Richardson agreed to work evenings but only if this would continue to attract overtime payments as had previously been the case. Scott & Co tried for seven months to persuade Mr Richardson to change his mind but he refused, finally issuing an ultimatum that his employer should either accept his position or dismiss him. They chose to dismiss him.At first instance, Scott & Co claimed that the change in working conditions was required to bring the company into
“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
Sometimes the freelance writing jobs available are those that no one wants. Or, they are those that new businesses are looking to fill. You will not find postings for the best jobs and employment because many of those jobs go to individuals who already have an established career or a good working relationship with those businesses. For those looking for career advice to find the best freelance writing jobs available, they can find a few things here that will help them get the experience they need or at least get a foot in the door.The most important aspect of getting the jobs that you want is to present a well written portfolio. Any writer can create pieces of work to show to individuals who want a sample. You do not have to be commissioned to write, you can write just for the sake of filling your
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 them, not WHY! Plan a solution and then offer it. Then wait. If it won’t work, they’ll let you know. And they will appreciate the fact you are handling their request and not offering an explanation as to WHY you couldn’t!
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