In the 2011 Convergys UK Customer Scorecard Research, 61% of consumers said that the customer experience has not improved over the past year, and another 14% said that it has actually gotten worse. Here are some of the topline stats from the Survey and a few things to consider. 1. Pay attention to what your [...]
1. Years ago, when I worked at Coca Cola, I received fantastic advice from my boss – “Always state your I.P.A. at the start of every Sales Pitch, Call or Presentation. I – Introduction - what’s your name and who do you work for or represent P – Purpose – why you are calling. Include a ‘Hook’ – [...]
For the last few years I have been developing my LinkedIn profile. I have picked up tips along the way of course and have recieved fantastic advice from Will Kintish (http://www.kintish.co.uk/) I wanted to share some of the key essentials to improving your profile on LinkedIn Hope you get what you’re hoping for Stuart’s LinkedIn [...]
To help us better understand how conflict arises within the team, we need to look at how teams are formed and the stages they go through in moving from a group of individuals to a cohesive team. It is generally recognised that teams go through 4 or 5 stages in their formation and that [...]
Ensure they fully understand what it is, how it works, why it is in place and the benefits to them. Be prepared to review flawed practices and change them if they’re not user friendly. Congratulate them when they do it right. Encourage them when they get it wrong. Ask for their help rather than [...]
Ensure people are aware of exactly what is expected of them and when. Get them to summarise their role to check understanding. Beware of assumptions (skills, knowledge, understanding etc). Delegate real authority and empowerment as well as responsibility. Clearly define when you wish to be involved/consulted, why and about what. If there is reluctance [...]
Stick to their available/unavailable times. Ask first if it is convenient for them to talk. Keep to the point – don’t introduce ‘chat’. Ask yourself first if this will be high on their priority list. Could you find a more suitable time or method of communication? Is this just a whim or idea of [...]
If calls are not for you, then re-direct them and tell the person who called you (or misdirected the call) of their mistake and who they should have called so that they will not do it again. Ensure that switchboard personnel are clear about your areas of responsibility. Tell switchboard/secretary who you are always [...]
If calls are not for you, then re-direct them and tell the person who called you (or misdirected the call) of their mistake and who they should have called so that they will not do it again. Ensure that switchboard personnel are clear about your areas of responsibility. Tell switchboard/secretary who you are always [...]
Implement a system, using your secretary/reception if available, to screen visitors. Analyse your interruptions by frequency, time of day and by whom. If certain individuals are the prime ‘culprits’ explain to them how you would like them to behave and why. Possibly they need training or more authority to act by themselves. Plan your [...]