Archive for General Tips

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

Apr 19, 2011 Comments Off by

  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 by

  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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LinkedIn Profile Tips

Apr 18, 2011 Comments Off

Ever compared your LinkedIn Profile to anyone else and thought “what are they doing to make their profile stand out” Well, I’ve spent a number of years and has learned from the best (namely Will Kintish http://www.kintish.co.uk/) as well as constantly observing what makes a great LinkedIn profile Rather than a wordy blog, I’ve ‘grabbed’ some [...]

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How to use Call Centre Scripts and Still Engage With Your Customers

Apr 14, 2011 Comments Off

A major contributing factor in Sales and Customer Service calls in UK call centres is use of ‘tight’ scripts. On one occasion I heard of a major utility company setting out a script of NINETY TWO ‘Alternative Closed’ questions. Each question offered two responses, leading to the next alternative closed question and so on until [...]

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Tips on Turning Your Workplace into a Learning Environment

Sep 30, 2010 Comments Off

  Create an environment for continuous learning and growth in business and personal areas where employees are expected to access Trainer Led sessions, e-Learning modules and self study.  Obtain executive commitment to continuous learning  Have executive management communicate its importance to the entire organisation  Communicate the benefits and value of learning Integrate skills attainment into [...]

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Persuasion Skills Training

Aug 19, 2010 Comments Off

Here is an introduction to my friend and colleague Rintu Basu’s great Persuasion Skills e-course. included in the course is an electronic copy of his best selling book The Persuasion Skills Black Book. I’ve read Rintu’s book and listened to his online advice and use it help in training, sales, management and work in and out of [...]

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