CUSTOMER CENTER

Veronika Noize, The Marketing Coach asked:


As a marketing coach, I’ve probably heard every excuse in the book why people can’t market their businesses. You wouldn’t believe some of the whoppers people tell when they’re trying to justify their failure to attract clients.

Now don’t get me wrong; it’s not that failing to attract clients makes one a bad person. Not at all. It’s just that when I hear the following excuses I feel compelled to call ‘em as I see ‘em: Baloney!

If you have the mistaken notion that any of these lame excuses are the reason that your business isn’t successful, get a clue. These are just EXCUSES for people who fail, not reasons not to succeed (a subtle, yet important, difference).

1. “I’m too honest to market.” OK, this little gem is at the top of my list because it is both a lie AND an insult! I am a marketer by trade, and I am honest, so I know for a fact that marketing is not a dishonest process or practice, nor does it have to be dishonest to be effective. What’s dishonest is when you overstate your results, or if you truly don’t believe that your product or service is worth what you charge, or if you deliberately intend to defraud people. In that case, the problem is with you, not marketing, so stop insulting the rest of us.

2. “I’m too modest to market myself.” Listen up, princess, every word out of your mouth doesn’t have to be about YOU. Think about what your clients want, need and actually get, and that’ll keep the conversation going for as long as you need it to go. Hey, if you’re not comfortable saying great things about yourself, start saying great things about what your clients get out of working with you. Or better yet, let them say it for you in the form of testimonials. But don’t think that you have to be the subject of every fascinating conversation you have with prospects.

3. “I’m too shy to market myself.” As a highly sensitive person myself, you’d think I’d have more sympathy for this excuse, but I don’t. If you want to be successful, know right now that it may not always be comfortable, and you have to be willing to do what it takes to succeed, even if that means going outside your comfort zone. Shyness is a habit that can be overcome with practice, so join Toastmasters, or see a therapist if that’s what it is going to take, but get over yourself. I promise you will be glad you did.

4. “I’m too creative to market myself.” This excuse is really lame! Marketing is a very creative process, and since you have literally thousands of options when structuring your marketing plans, creativity is an asset, not a liability. Unless you’re one of those I-am-a-self-indulgent-whiner-who-refuses-to-accept-any-responsibility-for-my-actions-and-masks-that-character-flaw-with-claims-of-misunderstood-or-excessive-creativity kinds of people, in which case I say, grow up, and while you’re at it, think up a more creative excuse.

5. “I don’t have enough time to market my business.” OK, this excuse sounds good at first, but in reality it doesn’t wash. Either you are already marketing but not acknowledging your marketing activities as such, or your business is so busy that you don’t need to market at all, which makes this excuse unnecessary. So if you haven’t got all the business you want but you don’t have time to market, you need to reevaluate how you’re spending your time, and make some tough decisions about when you are going to do what you need to do to get those clients.

6. “I don’t have enough money to market my business.” Again, you get points for trying, but this is still just an excuse, because good marketing isn’t about money, it’s about relationships. You can start very modestly with your marketing plans, and spend nothing but your time. And let me tell you, if you can’t get some traction spending 40 hours a week trying to build your business relationships, maybe you should rethink your decision to be an entrepreneur.

7. “I have no personal network to market to.” Oh please, you’ve got to have a better excuse than this! If you truly have no family, no friends, no colleagues, no acquaintances or no former co-workers, then start meeting some. I don’t care if you’ve been on a desert island for the past 20 years, you can always meet people through networking meetings, trade associations, classes, social clubs, or at the gym! Just pick up the phone and call the people you want to know, get out there and mingle, and your personal network will grow quickly.

8. “My product or service is too hard to explain to people.” Fine. Quit explaining what you do, and start talking about what your customers GET from working with you. Do you help your customers get thinner, smarter, married, fitter, their first home, or what? Seriously, nobody cares about what you do, really; people care about what they get. Get it?

9. “My product or service is so good that it should sell itself.” Sure, that’s probably true if your product is a talking monkey, or your clients are all telepaths, but other than that, it’s going to take a little effort on your part, bucko, so start creating some momentum in the marketplace and you’ll find that your product needs less and less of your efforts to sell, until one day it almost seems like it DOES sell itself!

10. “My niche is too narrow and I can’t find my customers.” Hogwash. What this usually means is that you haven’t yet defined your customer, because you can’t find what you haven’t identified (and don’t give me that you’ll-know-them-when-you-see-them line). Start with a matrix of situation and need to identify that client. For example, let’s say you’re a financial planner, and you think your clients are “people who want to get their financial affairs in order.” Think instead about who needs to get their financial affairs in order, and you’ll probably come up with something like “married couples with children who have $X in assets and need to protect those assets with planning.” And you can certainly find those people, can’t you?

So we’ve blasted all these lousy excuses, but we haven’t yet addressed the biggest excuse of all: fear. Most of the time I’ve found that the more excuses my clients offer for not moving forward with their businesses, the more fearful they are.

Hey, I understand, and I’ve been there myself. But what it comes down to is this: Are you more afraid of succeeding (or failing) than you are of going back to work for that idiot boss you always end up working for? If the answer is that you’re more afraid of facing the personal responsibility of entrepreneurship than of any garbage your boss could throw at you, then good-bye entrepreneur, and hello wage-slave.

But if you think that the worst possible scenario is working for some moron again, and that you’ll happily work like a dog if that’s what it takes just so you don’t have to slink back into that stinking office with your tail between your legs, good for you. It’s time to forget about excuses, and start figuring out how to make this whole self-employed thing work for you.

The first thing to understand is that fear is OK. Yes, we’ve all been fearful (and yes, I include myself in that “we” statement). It can be scary picking up the phone. It can be scary going to a sales meeting.

But at the end of the day, isn’t your product or service of value to someone? Aren’t people glad (or going to be glad) that you’ve solved a problem for them? So stop worrying and fearing the marketing process, and remember this: Marketing is really nothing more than the process of developing relationships, and you, my friend, can do that in your sleep.

Veronika (Ronnie) Noize, the Marketing Coach, is a successful Vancouver, WA-based entrepreneur, author, speaker, and Certified Professional Coach.  Through coaching, classes and workshops, Ronnie helps small businesses attract more clients. For free marketing resources including articles and valuable marketing tools, visit her web site at http://www.sohomarketingguru.com/

Thomas Cutler asked:


For the past ten years the role of maximizing lifetime value of customers has dramatically changed with the implementation and utilization of CRM. Generic CRM solutions have failed, and core issues of leveraging technology to improve internal processes and ultimately the bottom line, are still at the forefront of the CRM efficacy discussion. Larry Caretsky, CEO of Commence Corporation, a leading CRM provider, is the software executive profiled in The Software Professional Journal by manufacturing Journalist TR Cutler. The entire feature can be read at http://www.softwareprofessionalpeople.com/article1.htm.

Customer Relationship Management (CRM) systems allow businesses to capture, track, and manage vital customer information. The explosive growth of CRM technology has attracted numerous companies, however the industry has been plagued by vendors offering overly complex solutions to solve basic business problems. “This has resulted in a low adoption rate and failed customer expectations” says Larry Caretsky, CEO of Commence Corporation. “The concern of most businesses today is not the lack of technology, but rather how they can leverage technology to improve their internal processes and ultimately their bottom line.”

Caretsky’s company has been providing software solutions to growing businesses for seventeen years and has witnessed all the trends in CRM. With this vast experience, Caretsky discovered long ago that rapidly deployable, cost effective solutions were the only way for customers to quickly and affordably reap the benefits of their investment.

Few CRM firms have taken the unique approach to meeting the key objectives businesses by streamlining internal business processes, improving sales processes, and delighting customers. Caretsky refers to this proven implementation methodology as S.T.E.P., the System Technology Execution Process. S.T.E.P begins with the fundamental knowledge that most customers must first deal with the problem of data capture, data consolidation and data management. Typically, vital customer data is spread throughout the organization in contact managers, back office systems and spreadsheets. Employees spend a significant amount of time trying to determine where or who in the organization has the information they need to address customer inquiries. The inability to gain access to a complete customer profile only serves to rob people of precious time that should be spent selling to or servicing customers. Management is clearly aware of this and they realize that in order to become a more efficient sales and service organization they must get the right information in the hands of the right people at the right time.

“Many companies are entering the CRM market with generic solutions designed under a one-size fits all approach,” says Caretsky. “Their business model is to try and sell the same solution to as many companies as possible regardless of the industry their in. This may have worked ten years ago, but it won’t today. You simply cannot expect to sell your solution to a bank then walk across the street and sell it to an insurance company. You have to respect the complexity of their businesses and be prepared to understand and address their unique business requirements.”

Commence has taken a unique approach to meeting these objectives beginning with the fundamental knowledge that most small to mid-size manufacturers and distributors must first address the problem of data capture, data consolidation and data sharing. The issue they face is that vital customer information is spread throughout their organization in contact managers, back office systems and excel spreadsheets and is often difficult to attain. Employees spend a significant amount of time trying to determine where or who in the organization has the information they need to address customer inquiries. This robs sales and service people of precious time during their day.

Commence offers lean industrial companies complete “Freedom Of Choice” to select the solutions and platform that best meets the business requirements of manufacturers and distributors. The comprehensive CRM Industrial application suite is available for use on premise or on-demand as a hosted service. Industrial leaders often build departmental lean CRM solutions with the award winning Commence Lean Industrial CRM Framework. These choices are why so many industrial companies choose Commence as the solution for managing customer relationships. All Commence Industrial solutions support mobile or wireless connectivity and integration to back-office accounting and ERP systems.

Marketing Team asked:


Customer service representatives (CSRs)

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. First point of customer contact for general inquiries like pricing, products, scheduling etc maintain business relation with clients by providing accurate service so as to promote customer loyalty.

CSRs are people employed by companies to serve as a direct point of contact for customers. In the 24/7 worlds today companies need to secure their customers receive an adequate level of service or help with their questions and concerns. Such customers may be individual consumers or other companies each with different needs. Many companies provide customer service to path of the telephone through call centers. The Customer service representatives interact with customers to provide information in response to inquiries about products or services. They also handle and resolve complaints and communicate with customers through a variety of means. Telephone is the most famous but increasingly customer service is supplied by e-mail. Faxes and regular mail parallelism and even a direct meeting can also be used by the CSR. Some customer service representatives handle general questions and complaints, whereas others particularize in a particular area.

Customer Service Representative is explain by the following points: -

1. Customer Services

“Good customer service is the lifeblood of any business.”

Excellent customer service is one of the few ways to achieve a sustainable competitive advantage. Customers are satisfied or dissatisfied with the level of customer service provided by CSRs. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. Customer Services are increasingly changing the way customers interact with firms to create service outcomes. Good customer service can increase your customer loyalty rate, leading to greater profitability.

2. Customer Satisfaction

“No business can exist without customers.”

Customer Satisfaction may be measured directly by survey and expressed as a percentage, such as Percent of Customers Completely Satisfied. Providing good service in a pleasant manner and meeting the customer’s expectations is also known as Customer Satisfaction. Customer satisfaction is the fulfillment of customers’ requirements or needs.

Consider this, only 4% of all customers with problems complain. The average customer with a problem eventually tells 9 other people.

In other side, three types of relationship were identified:

1. Satisfaction-as-love

2. Satisfaction-as-trust

3. Satisfaction-as-control

Each responded to the same failure in different ways. Satisfaction-as-love customers had emotional bonds with the product category and thus reaffirmed their loyalty following the failure. Satisfaction-as-trust customers saw the service failure and inadequate recovery as a breach of the brand’s implied promise and thus excited the relationship. Satisfaction-as-control customers took charge of the situation, using their status to improve their situation and then defended the brand.

3. Customer loyalty

Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing: -

1. Trust,

2. Commitment,

3. Communication,

4. Conflict Handling.

These four variables have a significant effect and predict a good proportion of the variance in customer loyalty.

The stairs of Customer Loyalty shows you how to consciously shape a plan for developing your customer relationship skills in a more congruent manner and is a benchmark in fostering and promoting permanent customer relationships for businesses of all sizes.

4. Customer Orientation

There are seven keys that strongly indicate a customer orientation attitude:

• Thinking and talking about clients a lot

• Continually assessing your customers’ perceptions

• Resolving priority issues in favor of the customer

• Giving in, compromising, adding value for the customer

• Making amends to customers for poor treatment

• Employing a "whatever it takes" policy to satisfy special needs

• Redesigning processes, re-deploying resources and when they get in the way of service quality

5. Mass customization

Mass Customization is a way of building and selling products such that the product features are broken down and offered to the consumer as choices. Mass customization, in marketing, manufacturing, and management, is the use of flexible computer-aided manufacturing systems to produce custom output. Those systems combine the low unit costs of mass production processes with the flexibility of individual customization.

The flourish surrounding mass customization increased dramatically with the advent the Internet. Companies saw how e-commerce could allow an individual customer to tailor a product to his or her own specifications and then order it. The vision of mass customization seemed to promise manufacturers several benefits: They could offer service, achieve greater levels of customer satisfaction and loyalty, gather advance information on market trends, and reduce inventory levels.

So, what I learned from my research was delivering consistently good service quality is difficult but profitable for service organizations. In many services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of the service firm. So, that service quality is highly dependent on the performance of employees.

Contact Us : Call Centers India

Email : sales@callcentersindia.com

Phone : 206.384.4669

Ben Gannon asked:


To ride your dream motorbike, if you feel you don’t have sufficient money to avail the bike then you should opt for motorbike finance UK. Motorbike finance UK helps daily commuter to avail easy finance option to buy new or used motor bike.

Motorbike finance UK can be categorized as secured or unsecured; if the borrower has selected the motorbike of larger amount then he opts for secured loan. The secured motorbike finance is that which requires collateral against the loan amount. Collateral can be borrower’s new bike, home, valuable documents etc. In secured motor bike finance, borrower enjoys low interest rate, large amount and the flexible repayment terms. Borrower opts for secured loans when he is buying high priced bike at the lower down payment.

Contrary to secured loans, in unsecured bike loan borrower is eligible for the smaller amount. Therefore, unsecured motorbike finance UK option is the best suited for the borrower’s who don’t possess or don’t want to place their collateral against the loaned amount. In the unsecured bike loan, borrower’s income, employment, and bank account are considered by the lender while offering the loan.

Borrowers like CCJ’s, IVA, arrear, defaulters, bankruptcy, etc. can avail the motorbike finance if they possess the ability to repay the loan amount with the desired interest rate as higher interest rate is charged to them .

While opting for the motorbike finance UK, borrower must educate himself before stepping in loan market as loan market is flooded away with the lenders who are offering the motorbike finance. Borrower can avail the motorbike finance UK from various modes like prominent banks, financial institutions, online lenders etc.

Availing a motorbike finance UK through online is considered an easier and cheaper method to deal with the loan as while sitting at home borrower can avail the motorbike finance i.e. without rushing to the lenders.

Today, motor finance UK has made easy buying options for financing the new or used motorbike.

Assassin Marketing asked:


If you are in the field of online business you must have heard of online marketing. Internet marketing, online marketing, e-marketing and web marketing are just the same terms to describe the use of the internet in marketing and promoting your products, services or business. In recent years, online marketing has provided global consumers a higher distribution of information. With today’s increased competition, you must possess the skills and capabilities to attain success. Every success story entails hardships, ups and down, but it’s up to you to learn how to avoid the pitfalls with online marketing. That’s why we are going to discuss the top ten reasons online marketing fails.

Reason #1: The lack of effort and time needed to learn new information about online marketing.

To reach the success you are aspiring to obtain, you must spend adequate efforts and time learning what can lead you to it. Get as much as new online marketing information you can and take time to study them before you use of them for your company’s growth. The more knowledge and experience you can possess, the quicker you will reach your goals. Often the best online marketing techniques will come to you suddenly, but evolves out of all the information you might know. Do not let your business be deserted by others, make it stand out by utilizing new online marketing strategies. Wide varieties of new information are available throughout the web; just encode an online marketing in Google and you will find what you are looking for. Never stop craving for more and new information, techniques, or techniques about online marketing for you will never grow personally or financially if you are not learning something new.

Reason #2: Similarity with other online business websites.

To increase customer’s interest, your website must be different from other online business web pages. Visitors get easily bored if they browse and always see the same products, content, and pictures. In order for your online marketing to be successful, you should make your website distinguished from your other competitors. Always make use of unique online marketing ideas when creating your web pages, for it will matter a tremendous amount when trying to attract more potential customers.

Reason #3: Your website is confusing and inconvenient for visitors.

One of the reasons for using online marketing is to promote your products or services to your target audience on the internet. Having too many products, pictures, links, etc. in your web pages can cause confusion and a confused mind will take no action; thereby leaving you without the number of customers that you could and should attract with your online marketing efforts. Try to be simple and focus on a particular product or service with your website. Making sure your other products are in the background of the main product or service you would like to promote. A long navigation system will make people get tired of finding what they want and can cause them to prefer other convenient sites.

Reason #4: Your website is just a sales presentation.

Increasing your sales may result from online marketing, but you must not totally focus on sales alone. Online marketing will benefit you if you provide useful information about your business within your website and attract more potential and actual customers to purchase your products.or services. Most of the time sales do not arise from the first visit, so make use of your online marketing techniques such as providing free information, tips or newsletters to give visitors a reason to come back to visit your website.

Reason #5: Failure to set specific demographic targets.

With online marketing, setting a specific demographic target is very important because you will be more focused on what type of customers you want and what you must do to attract them. Failure to settle the target will increase the risk of failure when promoting your products, services or business; moreover you will not gain the full benefits of online marketing when it comes to increasing your sales and growing your business.

Reason #6: Unsecured ordering pages.

Security for any type of investment matters for almost everybody. Unsecured ordering pages will greatly cause your business to lose sales which contradicts the goals of effective online marketing. Numerous free secure ordering forms are made available on the internet, so this should never be an issue.

Reason #7: A lack of back links to your website as a useful strategy in effective online marketing.

Providing links leading back to your website from a high ranking web page will also give your site a high rank. Linking is the key to success in having your website found on the major search engines and will bring traffic to your website; therefore, increasing you number of potential and actual customers.

Reason #8: Lack of perseverance.

Most businesses fail online due to lack of persistence and giving up too soon. Online marketing will take a lot of time to fully succeed. It could even entail years to become a major player and to develop strong customer relationships, build partnerships and see financial rewards.

Reason #9: Insufficient follow-up.

Within any business following up with a prospect or customer is very important because it will provide you with more of the same types of results that your business desperately needs to grow. Online marketing often fails because many companies fall short in following up with its online visitors; thereby, stunting the growth of brand awareness.

Reason #10: No promoting your website.

Increasing the consumer awareness of your online business can leverage your success. Several online marketing elements and strategies can be used to promote your website, increase traffic and attract more customers. If you lack the funds to pay for promotions, you can use many free ways of advertising your business awareness online such as participating in forums, chats and submitting free links to search engines.

You will need all the help you can to survive in this competitive marketplace, so make use of the online resources you have to gain greater success with online marketing and learn from these failures. Prepare yourself properly and get ready to do what you must due because the success of your business online is in direct proportion to your knowledge gained from other’s mistakes.

Dave Roth asked:


There are a lot of ways to keep customers coming back to your business. One of these is CRM, or customer relationship management, software. Not everyone thinks that this software is a good idea. There are companies that think it is too expensive. There are also companies that think it is too intrusive. These are generally smaller companies that do not see the value of CRM. Instead, they only look at the problems that it might cause. They feel like their customers might not want to provide that much information and they do not want to spend the money that the CRM software will cost them. What they do not know is that there are many things that they can do to get that kind of software for very little cost. They can only collect as much information as they want to. They do not have to be intrusive to their customers. Often, customers who do not feel pressured to provide information will actually offer more of it. The CRM software can then collect that information for the company.

For businesses who do not want to use CRM software there are other options. A lot of these businesses are very little. They have few employees and they think that they can operate their business with notebooks and a filing cabinet. Some of them may be able to do this, but what about once their business starts to grow? If a business gets more than a few customers it will have to reorganize its filing system and the way that it collects and stores information. CRM software is a great way to do this. It is possible to get a trial version of the software. By doing this the company does not have to pay for the CRM software that they use – at least for a while. When they do this they get the opportunity to try out different kinds of CRM software from different companies. This can help them determine which one of them is the best for what they need. A smaller company will not need as much as a larger company so the software that they buy can be less complex. This lack of complexity will help to make the software less costly as well.

For people who are looking at ways to build their business and keep their customers coming back CRM can be the best choice. It offers a lot of options for all kinds of business owners, from large corporations to single-person companies. Not only can it help a person keep track of customer information like names and addresses and emails, but it can also help customer service personnel be prepared when a customer calls in. By looking through the notes from any previous calls and looking at sales records and other information the customer can be directed to the right person who can help him or her answer a question or solve a problem. This helps the business out but it also helps build customer confidence.

Rosanne Dausilio, Ph.D. asked:


The preamble to the United States Constitution begins, ‘we, the people.’ I feel strongly that we, the people, are what make the difference in life, both personally and professionally.

The interaction anyone has at any level with your employees, including you, gives a customer– whether current, potential, internal or external–an opportunity to make a judgment about you, your company, all companies like yours. I’m not just talking about call centers here. All technical support or help desk personnel are included as well. As a matter of fact, anyone who is in the customer service business period.

With continued focus on customer satisfaction, customer retention, and lifetime value of the customer, it is no surprise that contact center operations continue to increase in importance as the primary hub of a customer’s experience. For the customer, the person on the other end of the phone is the company. The contact center is still the most common way that customers get in touch with businesses. In fact, Gartner reports 92% of all contact is through the center. And it’s been reported that 70% to 90% of what happens with customers is driven by human nature, having nothing to do with technology. State of the art technology is a necessity today, but it is meant to enable human endeavors, not to disable them.

I often talk about taking customer service and ‘kicking it up a notch.’ In the food industry, the word ‘lagniappe’ is often used. Its definition is “a small present given to a customer with a purchase. For example, when you go to the bakery and buy a dozen donuts or bagels, you oftentimes get a ‘free’ one or a baker’s dozen. That’s what customer service should be about–giving the customer more than they expected! Let’s bring lagniappe into the contact center industry.

If we’re going to speak about world class customer service, let’s have a working definition it so we’re all on the same page. Customer service is those activities provided by a company’s employees that enhance the ability of a customer to realize the full potential value of a product or service before and after the sale is made, thereby leading to satisfaction and repurchase.

Let’s look at the first W which is Why?

The state of customer service today is not good, be it over the phone or self service. Because 92% of people feel their call experience is important in shaping the image of a company, this reinforces the importance of centers in branding the image of their companies.

In a Mobius Management Systems Survey, here’s what happened because of poor customer service:

60% cancelled accounts with banks

36% changed insurance providers

40% changed telephone companies

35% changed credit card providers

375 changed Internet service providers

Are you one of these statistics? I certainly am.

In a study done by Purdue University and BenchmarkPortal.com, in answer to (1) how did agents satisfy your needs and handle the call, and (2) based on any negative experience, would you stop using this company in the future? the findings reveal a strong correlation between the participant’s age and the tendency to stop using the company after a bad experience.

What does this mean? Younger participants were less tolerant and more likely to move to the competition. People over 65 were found to be more demanding than those in middle age.

What can you do? Give younger callers a ‘wow’ experience–maintain their loyalty. People over 36 probably have more of an ‘emotional bank account’ with the company they are dealing with–maybe had some good experience and therefore are more willing to ‘forgive.’

In a recent study (CRM Magazine/PeopleSoft Web Seminar on How Usability Helps to Drive a Profitable Contact Center), the number of applications required for agents to access customer inquiries were:

3.7% just 1

81.5% 2 – 5

7.4% 5 – 10

7.4% more than 10

As you can see, the majority of applications are 2 – 5. The goal, of course, is to link every point of contact to one central location for a customer-centric, synchronized approach satisfying customer experiences with every interaction.

Strategies for success for world class service should include:

Respond promptly

Handle requests through the customers’ choice of medium

Be brief and clear

Reduce back and forth communications (especially in writing, i.e., email, kick it up to a phone call if it goes beyond two)

Personalized service

Delight the customer

What do we mean by delighting the customer?

Inform and educate them

Establish your expertise and professionalism

Offer options

Diffuse upset, anger, when and if necessary

Escalate, if required

Take Ownership of the call

Remember we’re still on the first W – the Why. Today’s pressures on agents are different than in the past. They are asked to handle more customer, more volume, more complex and/or complicated calls. After all if we could handle our issues with self service, we probably would not call. But if we tried self service and it didn’t work, now we’re upset and it’s an escalated call from the get go.

They’re asked to provide more information, do it faster and be available and accessible. But they are to lower costs, generate revenue, incorporate new technologies, ensure closure and commitment, deliver ‘great’ service and when? Yesterday, of course.

As a matter of fact the CDC (Center for Disease Control) has said that the causes of death for people under 65 are:

21% – environment – war, accidents, crimes

9% – health care system – doctors, hospitals, medications

17% – human biology – not because of lifestyle

53% – because of the way people choose to live their lives!!!

This is the good news and the bad news. It’s bad news because it’s more than half. However, the good news is that this is something we can do something about, it’s about choice.

The #2 W is Who should be trained?

We suggest front line agents/representatives, supervisors, team lads, managers, assistant managers, internal customers and other departments – anyone who is a touch point so that they can learn to speak the same language, and more importantly, not be in an adversarial position, but rather, together they are serving the external customer or end user.

The #3 W is Where should the training take place? Offsite vs onsite, and there are advantages and disadvantages for both.

Certainly it is most cost effective to have training on site. However, distractions are rampant as is the participant’s availability to a person or problem.

Offsite is more costly. However, there are no distractions and the participants are unavailable to other departments, their managers, or any issues. I believe there is psychic value in taking people away from their work stations and off site to acknowledge the touch jobs they have.

The #4 W is What should be included in any training? We believe the following modules provide a robust, powerful, and succinct training curriculum:

* Quality Customer Service

* Rapport Building

* Customer Expectations

* Perception Shifting

* Conflict Resolution

* Language Skills

* Anger Management

* E-Mail Protocol

* Stress Reduction

* Empathetic Responsiveness

* Change Management

* Communication/Listening Skills

* Interaction/Role Play

* Service with a Smile

Further suggested is university certification to up the ante. The more professionally you treat your employees, the more professionally they will treat your customers.

The #5 W is When. We say for new hires, monthly, ongoingly, consistently, whenever change occurs, when stressors increase, and as needed.

We further suggest that each employee get a minimum of 24 hours per year of ongoing training, spread out over time for the most absorption. We divide our trainings into two four hour sessions per day and deliver 6 days per employee. Therefore, 30 people can participate in the training per day. If there has been no ongoing training, we do four days once a month for four months and then a session three months later, and then another three months later. In this manner, training is customized, in real time, and can address whatever challenges are presented when they occur.