People to People The Crucial Customer Service Skills in the Workforce

People to People The Crucial Customer Service Skills in the Workforce In the modern workforce, customer experience is king. Its what sets a business apart from the competition.A report by Walker Information shows that customer experience is even overtaking price and product as the key brand differentiator.And according to Gartner, at least 89% of companies expect to compete mostly based on customer experience.What About Your Customer Service Experiences?If youre like me, your personal experiences support this data.Weve all experienced terrible customer service. Think of your last truly awful one...Did you cut ties with the brand immediately? Or did you just avoid doing business with the company as much as possible in the future? After the experience, did you continue recommending that company to others?Now, think of your last above-and-beyond experience with customer service.Do you recommend that company to others? Do you go out of your way to do business with that company whenever possible?I live near two grocery store chains. One is much more afforda ble than the other.But if you need to find a helping hand, good luck! Its like playing a game of hide-and-seek against an especially clever opponent. And dont even think about having a friendly conversation.At the other, more expensive store, the employees are one of the nicest people Ive ever metand always available to help, too. Theyll even walk you to your car with an umbrella if it rains.Where do you think I do my shopping?Thats right, at the more expensive store that makes grocery shopping more pleasant.And it turns out Im not alone: 66% of U.S. consumers are willing to spend more money for a better customer service experience.Why Customer Service Is More Important Than EverYoud think that in an era of digital technologies, AI, and bots, people skills such as customer service would become obsolete on the job market.Not so fast. Its actually the opposite.The importance of customer service to businesses is rapidly increasing. Heres why.1. Word-of-Mouth MarketingIn the age of onli ne reviews and social media, word of mouth can spread much faster and much farther.A dissatisfied customer in 2019 can make a lot more noise than a dissatisfied customer in 1989. But the good news is: so can a happy customer.If a business can provide excellent customer service, it leads to social media praise and glowing online reviews, which lead to more customers.Plus, customers will trust a recommendation from someone they know (even if its just through social media) over promotional content from a business.Good customer service is one of the cheapest and most effective marketing strategies available. Employers know that very well, tooIf you can prove your customer service skills in your job search, youll be able to land better jobs!2. Customer LoyaltyCustomer loyalty is another significant factor. Today, many people conduct most of their shopping and their interactions with businesses online.An upset customer doesnt have to drive miles away to a competitor. All they have to do i s push a few buttons on the computer and theyre gone, possibly for good.So, keeping customers happy has become more important than ever before.What makes customers happy?A personalized experience, proactive resolutions to their needs, and timely responses to their problems. In two words: customer service.My company, Transizion, is much smaller than our competitors, but we focus on customer stories and pain points to personalize the support they get. This is how were able to compete with much bigger companies.Happy, loyal customers save businesses time and money. On average, its five times more expensive to attract new customers than it is to keep existing customers.3. Brand-BuildingThanks to the factors mentioned above, customer service and customer experience define brands.Businesses who deliver customer-focused experiences build brands that delight, attract, and retain customers.80% of companies believe they provide great experiences, but only 8% of customers agree. That creates a n excellent opportunity for newcomers to disrupt competitors, all on the strength of their customer service.How to Strengthen Your Customer Service Skills for the Modern WorkforceThe importance of customer service in the modern workforce is apparent.Strengthening your customer service savvy will make you a more competitive job applicant and a more valuable employee.1. Consider the customer, regardless of your job titleIf youre reading this article thinking, Well, that doesnt really apply to my job, think again.Every aspect of a business contributes to the overall customer experience.Are you a web designer, for instance? You want to make the website as easy for customers to navigate as possible. If a customer gets confused or frustrated on your site, theyll simply go find another.Are you a copywriter? What can you do to make the content on your site more appealing to your intended audience? The more you seem to know your audience and speak directly to them, the more customers will gr avitate to your brand over others.Regardless of your job description, consider the customer.Think about what you can do in your role to make the customer experience as painless and pleasant as possible. This customer-centric view will make you a valuable asset to any company.2. Develop your listening skillsCustomer service is more about listening than talking.Listen to your customers questions, concerns, and problems. Reflect their statement back to them to avoid any misunderstanding: So youre sayingIf you dont have any customers to practice with right now, work on honing your listening skills in normal conversation.Make eye contact, ask questions, and avoid interrupting. Focus on whats being said instead of planning your response.The more you listen, the better youll understand your customers needs, wants, and pain points. This information can help you shape your business to deliver the best possible customer experience.3. Offer empathy, no matter whatSometimes, youre bound to enco unter customers who are angry and/or unpleasant. The key is to always remain patient and professional.If this is difficult for you, find strategies that help you maintain your composure. Take deep breaths, relax your shoulders and unclench your jaw, count to ten, etc.The level of service you provide should not be dependent on the customers likeability.Then, offer empathy. Try to put yourself in the customers position and understand what he or she is feeling.Upset customers mostly just want to be heard. Use statements like:I can see how that would be frustrating.I understand. You wanted/you were hoping __________.Thank you for letting me know so we can fix this.4. Always be helpfulWhen possible, offer multiple solutions to a problem.Customers appreciate options because they provide them with a degree of control.Offering multiple solutions also demonstrates that youre committed to helping the customer in a way that works for them.If you dont have the answer, be honest. In addition, fi nd someone who does have the answer.In all your interactions, make it clear that you want to be helpful and that your customers happiness is a priority.5. Get informedIf you want to offer great customer service, you need to be informed about your business. This includes rules, processes, products, and services.Take the time to learn this information. If its a lot to remember, keep a cheat sheet at your desk.And when a customer asks a question youre unsure how to answer, write it down. Next time a customer asks the same question, youll be more prepared.6. Talk to peopleIts true that listening is more important than talking, but becoming completely tongue-tied in a customer interaction isnt ideal.If you have a fear of talking to others, talk to people more. You may not like this solution, but its the only way to push past your discomfort.Heres a confession: When I first started Transizion, I was terrified about talking to potential customers. I feared the idea of getting rejected. Ove r time, that fear has disappeared completelyI think of every no as one step closer to a yes.Force yourself outside of your comfort zone:Talk to people you wouldnt normally talk to.Instead of sending an email in the office, get up and ask the person. When you see someone in the break room, ask how their day is going instead of avoiding interaction.Take up volunteer work that will require you to interact with others.Sign up for online courses designed to improve your interpersonal skills.Practice small talk. Try the FORD techniqueask questions related to Family, Occupation, Recreation, and Dreams.Focus on the other person. Listen to others instead of worrying about what youre saying and if it sounds stupid. Remember that no one else is analyzing your every word and behavior like you are.Think worst-case scenario. If you do say something embarrassing, whats the worst that could happen? Its nothing that will matter five weeks or even five days down the road.Becoming comfortable in socia l situations will dramatically improve your customer service skills. Youll be more confident, charismatic, and capable of delivering top-notch service.So, what do you think?Does customer service impact how you interact with businesses? What steps do you take to offer an excellent customer experience at your job?Id love to hear from you in the comments!

Preparing for Marriage Common Challenges for Newlyweds -

Preparing for Marriage Common Challenges for Newlyweds - As you approach your wedding day, you might have a few concerns. After all, marriage isn’t easy. There are many challenges for newlyweds. However, preparing yourself for those challenges can help your relationship. Learn about the most common challenges for newlyweds and how you can deal with them. Snoring While it might seem trivial, snoring is an issue that can hurt your marriage. When one partner snores, the other doesn’t sleep. Over time, this can cause stress on your relationship. Fortunately, there is something that you can do to resolve the problem. Anti-snoring devices offer you a solution for for your snoring troubles. There are several different types of devices. However, they all have the same goal of bringing snoring to an end. When you get one of these devices for your partner, you can stop snoring and start sleeping. Irritating Quirks When you start spending all your time with your partner, you are bound to find some irritating habits. Things that you once loved about your partner might annoy you. For example, your partner’s love of trivia could become an annoyance. If this occurs, then you need to find a way to embrace those quirks. Try to remember what it was that made you first love about his passion for trivia. When you start embracing those quirks, you can enjoy your time together. All it takes is changing your perspective. You could find that you develop a new hobby or interest in the process. The In-Laws Before you and your partner marry, you might not deal with his relatives frequently. However, marriage can change that. You might find that dealing with your partner’s family is a major headache. If you have a tough time coping with the in-laws, then you should communicate with your partner. Explain your feelings without being hurtful. Keep in mind that your partner might be sensitive about his parents. Instead of being blunt, keep your conversation a little softer. Then, your partner might be more willing to listen to your side. Finding Common Interests Once common misconceptions among newlyweds is that you need to share all your common interests. However, this is not necessarily true. If you and your partner don’t do everything together, then you will have some stories to share. While you attend your book club meeting, your partner can attend an art class. After the separate activities, you can swap stories. Instead of trying to enjoy something in which you have no interest, find new interests of your own. While your partner does his activity, you can do yours. In the end, doing so can strengthen your relationship. Overcoming Other Common Newlywed Challenges It is likely that you will encounter other common newlywed challenges. However, you don’t need to let these challenges keep you from a happy marriage. Take each challenge as it comes, and look for a solution. Keep an open line of communication and work towards finding an answer. Despite the challenges of marriage, you can live happily ever after. A lifetime of happiness could be closer than you imagine. It all starts with your wedding day.

5 Signs Youre Annoying Your Employees Without Noticing

5 Signs Youre Annoying Your Employees Without Noticing The problem with people who have no vices is that generally you can be pretty sure  theyre going to have some pretty annoying virtues. â€"Elizabeth Taylor Your swagger, peremptory mannerisms might surely sway your shareholders or business  allies, making them give in to your demands. However, if you’re thrusting it upon your  employees too often, it might soon sound the death knell of your relationship with them. Sure, you can talk yourself into thinking it’s going well under your leadership, a case of  mind over matter; but it only makes you a saboteur in the long run.Here are a few hints that’ll confirm that your relationship with your workers needs  cementing: 1) You’re getting away with what they can’t! If you are any bit successful, your employees would look up to you. Your whiling away  time, vacationing on impulse, late comings, early exits; but not an ounce of leniency  with your employees can be upsetting to them. It’ll just unveil the blatant power play at  work, getting your employees piqued faster than you know. The moment they feel they’re  being taken for granted, will mark the beginning of the end. Your top talent will begin  disappearing, and the sycophantic, self serving lot will start taking over.  Generally, people have a feel for whos genuine, a sense that goes beyond logic. Being fair in all measures can only promote a feeling of oneness. Besides studies have  shown that fair managers can augment the  bottom line. 2) You are the smarty pants, knowâ€"itâ€"all kinds! This isn’t possible, not humanly. Even in the corporate warfare , the ground realities are  best known to the foot soldiers. That’s the reason, people are divided into teams, handed  over different projects so they can specialize in solving problems for a specific set of  clients. That’s just the way it works. A one man army can work for extremely small  firms, but not for long. It is your prerogative instead to utilize the potential of your best  talent optimally. Ask them what they know, rather than showing off what you do. Sure,  there can be instances where you might know more. In such cases guide them properly,  but leave it open ended and up to them to take it ahead. A know-it-all behavior smacks  of both insecurity and snobbery. And both can be cataclysmic for your own growth as a  manager or employer, let alone your organization’s. 3) Having ridiculously high expectations from your poor  performers? You should be helping instead! Don’t crucify your poor performers. They have a right to live and learn too. If you’re  burdening them with more tasks just because their work isn’t up to the mark, to justify  their remuneration, remember two wrongs don’t make a right. These are the best  opportunities to hone your leadership skills, set a fine example, instill confidence in  others and help someone genuinely (if a bit of philanthropy is up your alley). Everybody  works for themselves. If you succeed in improving someone’s performance, it would be  good for them, but it’ll be in your best interest. Like, if you’re managing a food chain or a retail outlet, try keeping your poor performers  by your side or have them positioned at less demanding spots. You could use an employee scheduling software to schedule their duties beforehand, so you could plan the needful accordingly. 4) You’re getting envious and it shows! Managers aren’t immune to envy. They too can feel threatened by good performers. Some clear signs of hindering their growth can be: making it hard for the employees to access a specific piece of information (so your own incompetencies aren’t exposed) throwing your weight around not asking employees to show up in organizational events offering them little importance ignoring their advice, etc A jealous boss would do all things a tad extra that terrible bosses are  known for, unless the intimidating employee falls in line to be a follower. Remember, no amount of dominance can help you. In fact, the more stronger you oppose  someone in particular, more would be the collective sentiment against you. This can slay  your employees’ morales, needless to mention the widening gap between them and your  organization’s goals. 5) Are you being a problem creator instead of a problem-solver? Increasing red-tapism, getting them involved in needless reporting, killing their time is  the worst kind of harm. Don’t just count the problems, talk in terms of solutions. Not  helping is only tantamount to creating obstacles.  Similarly, don’t burden your best performers any further if they’re already tied up with  existing workload, rise to the occasion yourself. It’s not just for your employees to see  that goals are being met.  All the liability, be it the accolades, the disrepute or the embarrassing blunders must be  shared. If you can help them in getting something straightened out, do it proactively. Learn from the worst examples around you. See that of all the people, you don’t get in  the way. Walmart has been especially infamous for creating mayhem in employees lives.  Its employees have even shared some stories that’ll give a peak into their plight. Final thoughts: According to a survey by Gallup in 2010, job stress came out as the biggest pet  peeve of workers in America, but the truth is most of this stress is created. This can  result in a double whammy of mounting workload and behavioral clashes. Don’t expect your employees to be able to leap buildings and have super powers. A good leader must walk the talk and set the right precedents. Whatever you do, don’t let  these problems linger on for long. They’ll only turn into festering wounds. Author:  Bimal  Parmar  is VP of Marketing for  Celayix  a leading provider of  Employee  scheduling software. With over  20 years industry experience,  he’s responsible for making sure the world learns about the benefits of Celayix’s solutions.

Top 10 Android Apps for Your Job Search

Top 10 Android Apps for Your Job Search On this blog we recently featured a brilliant post which highlighted iPhone apps that aid job seekers out there, this post highlights apps for the competing Android operating system! Job seekers need every bit of help they can get to navigate todays difficult job market. The economy is in the doldrums, and the employment landscape is extremely competitive. As you know the old days of grabbing the newspaper, looking up the Help Wanted or employment classified ads and simply placing a phone call to set up an appointment for a job interview are few and far between. A modern-day search for employment involves a lot more than just scanning the job boards and submitting a resume. Potential employers, recruiters and human resources departments know exactly who they are looking for. They are looking for individuals who pay special attention to detail on their job search. Hiring managers can tell if a job applicant has done his or her homework about the company and the position they are applying for. Tech-savvy job hunters already know that the Internet is a vast depot for job vacancies, yet there is no central job repository or clearly established protocol for conducting a job search. The job application process these days demands different strategies and plans of action. Some of the new paradigms that job seekers must adopt include online social networking and instant availability. Thanks to the proliferation of Internet-connected smartphones, job seekers can now take their job search on the road and be immediately notified of the results their efforts are bringing. A smartphone powered by the Android mobile operating system can be transformed into a powerful job hunting device with the right applications. From resume writing tools to interview tips and from networking to organizing, the following Android apps will help you get the job you deserve: 1. LinkedIn The premier online social networking platform for business professionals is an absolute must for all job hunters. LinkedIn is the only social network that truly connects employers and recruiters with job applicants. Hiring managers conducting a background search may want to spy your Facebook page, but serious employers will really consider the social worth youve amassed on LinkedIn. 2. Best Resume Tips That old staple of the job search process, the resume, is still one of the most important factors when it comes to landing a job. Sticking to a single resume for all applications is not recommended; job seekers should keep different versions of their resume handy and be able to quickly modify them as needed. The Resume Tips app is a great pocket reference guide to remind resume writers not only about the golden rules, but also savvy tips and warnings. 3. Job Search by Indeed.com The most widely downloaded job search app in the Android marketplace aggregates and organizes millions of job openings that can be searched intuitively. 4. Monster Job Search Monster has been one of the premier Internet job boards since the early days of the dot-com revolution. The Monster Android app has many exclusive listings not found anywhere else, and it allows job seekers to instantly apply for a job with just a couple of screen taps. 5. LinkUp Job Search Engine With so many applicants for each vacancy, several companies choose to keep their job openings on their own corporate websites instead of listing them on an Internet job board. LinkUps Job Search Engine allows users to search and apply for these discreetly posted openings by category, company, keyword, or location. 6. Evernote This wonderful app is a favorite of journalists and researchers, but it has proven very useful for job hunters. Evernote records, categorizes and organizes everything, from notes to online clippings, and from audio recordings to photos and videos. Evernote is great for making post-interview notes and recording contact information. 7. ResumeMaker On-the-Go Job seekers should never find themselves without resumes on their Android devices, but should that awkward moment ever arrive, ResumeMaker On-the-Go makes it simple to craft a spiffy resume directly on a smartphone. 8. ResumeBear It seems like eons ago that employers used to send a polite note to job applicants that a resume had been received. The massive amount of resumes flying around in cyberspace these days has made that courtesy practically impossible, leaving job seekers in the dark about whether their resume has been viewed at all. ResumeBear is a tracking tool that sends a notification to Android users the moment that their resume is opened. 9. RealTweets Job Networking Can you find a job in 140 characters or less? Many employers and hiring managers swear by Twitters lightning-fast message delivery and social networking functions. RealTweets Job Networking delivers job search-related tweets to Android devices in real-time. 10. Hire*a*Droid All the major online job boards like SimplyHired, Indeed, CareerBuilder, and LinkUp can be searched at once with Hire-a-Droid. This nifty app channelizes all search queries into a clean, standard format. Users can submit their resumes right from within the app, and prior job queries can be saved so that familiar keywords such as bilingual administrative assistant can be turned into a job agent. With so many apps to choose from, career success is right at the fingertips of Android users. Have we missed any other Android apps that can be helpful to job hunters? Please let us know! Author: Isaac Bullen is an Android user and probably one you could call a fan-boy, he currently works in digital marketing in the UK on behalf of a range of clients specialising in everything from healthcare news to fiduciary management. His spare time is consumed learning to cook, reading endless blogs on Google reader and cycling.

Use a Word Resume Template to Quickly Start Your Career

Use a Word Resume Template to Quickly Start Your CareerA word resume template can be one of the best things you could use to jump start your career. Not only will this allow you to quickly and easily create a professional looking resume, but it will also help you find more jobs you might otherwise have been turned down for.The first thing that potential employers look at when they are reading a resume is the letter and how you addressed it. You want to make sure that it is professional and that you tell them exactly what job you are applying for. For example, you might be a carpenter, but if you wrote 'Apartment manager' on your resume, then they will assume that you are an apartment manager.With a word resume template, you can create your own letter and have it professionally printed on a letterhead or business card. Then you can hand it out to prospective employers.The great thing about this is that you can make this letter reflect the type of work you do. Maybe you are working as a carpenter, but you have also done maintenance work and painted walls.Whatever you do, don't just write your letter and hand it to them. You want to take some time and research the type of people that are going to read it.Once you have the job description of the position you are applying for, then you will be able to sit down and create a resume that includes the job description as well as the skills you have to provide. This will give you a better chance at getting that job.It doesn't matter whether you are a student an unemployed engineer, or a high school teacher. The benefit of using a template is that you can save a lot of time and effort because it is already done for you.Take some time and use a word resume template to quickly create a professional looking resume that will get you a few interviews in a row. You will also be able to quickly get started in your new career and you might even land that dream job you have been looking for.

Replace Running Shoes and Resumes Regularly for Optimal Performance

Replace Running Shoes and Resumes Regularly for Optimal Performance I just bought a pair of new running shoes. You are supposed to replace your running shoes every 300 to 500 miles depending on your running style, weight, and the sneaker. My sneakers had seen at least double that amount of mileage. The tread on both sneakers was worn down so far that I was striking the pavement at an odd angle and accentuating an already pronated right foot. And every day I kept saying to myself You should really get a new pair of running shoes. But then I would just go running anyway and put it off for another day that turned into a week and then a few months. Its amazing I didnt get injured.Another important task that is easy to put off is updating your resume. Its so easy to tell yourself you will do it tomorrow and tomorrow quickly turns into next week or next month. And when that golden opportunity surfaces and you are asked for your resume, you scramble around to put a patch job together to get it to the hiring manager or recruiter. Bad plan.I put off buying ne w running shoes and ran the risk of getting injured which would have resulted in severe pain and lost running time. If you put off updating your resume, you run the risk of being out of the race if an opportunity presents itself.December is a great time to reflect on the past years accomplishments and update your resume. Because in January their will be a lot of others at the starting line in their search.

Free Your Employees To Be More Productive

Free Your Employees To Be More Productive Are you getting the best out of your employees? If not, why not? Many business owners might be quick to blame the individual, but the truth is that if it’s a widespread problem, it’s more likely the processes within the business that are the problem. Here are a few changes you can implement from the top level to make everyone more productive and more engaged all the way down the chain of command. Streamline communication Miscommunication is going to lead to wires getting crossed, mistakes being made, and people lacking the information and resources they need when it’s most critical. You can free up a lot of time by streamlining communication within the team. Create a document culture that gives people the organizational storage space to save and share files. Know their communication habits and help them find the tools to better fit them. For instance, project management software can be great for those employees who are prone to leaving messages or emails since it can always keep messages visible if its related to a certain project. Offer them better tools Sometimes, the team simply doesn’t have the right tool for the job. If your project manager is trying to track lots of different moving tasks on a spreadsheet, for instance, instead of project management software, they will waste a lot of time trying to get the tool to fit the job. IT support can help you reverse the process. By finding the tools to fit the job, instead, you’re likely to have employees waste a lot less time in completing their tasks. Just make sure that you have everyone on board before integration. It can take time to get used to the way new software works and a little heads-up can encourage them to do their own research on how these tools work. Know the way to work There is also the issue of what happens when an employee approaches a new tool or task for the first time. You can assume that because you have picked the best tools that it’s going to be evident how to use it. But that’s wrong. By systematizing your processes, you can have easy instructions at the ready that can help new employees or people trying new tasks for the first time. Teach them time management Sometimes, your team will have as much on their hands as you have on theirs. If they have more work than they can get done in a day, they need to know how to prioritize different tasks. Using time management tools, you can teach them how to prepare the working day before it begins. That way, they worry less about what they won’t be able to do today and will be more focused on the task they have already committed their time to. If you offer your employees every tool and method to help them free up their time and become more productive, but you still have issues, then it might be an individual problem. Look at what you can fix in the business before you try and fix the people, however.