Five Tips for Improving The Experience of Your Customers

Dec 01, 2011 Comments Off by

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 [...]

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A Dozen Telephone Tips When Calling Prospective Customers for the First Time

Nov 22, 2011 Comments Off by

  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’ – [...]

Sales, Sales Tips, Telesales Read more

LinkedIn Profile Tips

Nov 04, 2011 Comments Off by

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 [...]

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Understanding Sales and Customer Service Team Development in Call Centres

Apr 19, 2011 Comments Off

  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 [...]

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9 Tips on Dealing with People who do not follow Time Management Best Practice

Apr 19, 2011 Comments Off

  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 [...]

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11 Tips on How and to Whom You Should Delegate Tasks To

Apr 19, 2011 Comments Off

  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 [...]

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9 Considerations when Interrupting Other People’s Time

Apr 19, 2011 Comments Off

  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 [...]

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General Tips on Receiving Telephone Calls

Apr 19, 2011 Comments Off

  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 [...]

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General Tips on Receiving Telephone Calls

Apr 19, 2011 Comments Off

  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 [...]

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15 Tips on Dealing with Interrupting Drop-In Time Wasters

Apr 19, 2011 Comments Off

  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 [...]

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