|
|
7 Steps to Developing Leaders
Try to tap into untapped energy that may be lying dormant for lack of interest or challenge to motivate people - this is a key to finding and developing new leaders. Remember that rising through the ranks does not guarantee qualities needed for a...
Five Secrets to Showing Your Customers You Really Care
Five Secrets to Showing Your Customers You Really Care Copyright © Ed Sykes. All rights reserved During our recent online poll, we asked the following question: What upsets you the most when receiving poor customer service? Eighty percent of the...
Laws of Marketing – The 10 Immutable
Most marketers believe that anything is achievable if you are energetic, creative or determined enough. But laws of marketing follow laws of business, and if you violate them, you risk your marketing dollars. The conventional answer to all...
The Seven Secrets to New Age Leadership
Did you ever notice that In our American culture, we have the tendency to look outside of ourselves for leadership? That’s a trap. Isn’t it time we looked inside ourselves to see how we can be the leader we want and need to be in the 21st century?...
What is Leadership?
Leadership is what every organization needs and so few have in adequate supply. Part of leadership is what the first President Bush called “the vision thing”. It’s the ability to see what does not exist and then gather, mold and shape the resources...
|
|
|
|
|
|
|
|
“Getting Back to Basics: A Customer Service Tale”
“Getting Back to Basics: A Customer Service Tale” By: Joy Fisher-Sykes
One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure.
The store advertised the boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded to the cashier. With a half hour until closing, we eagerly approached the only open register, behind which stood two young women. This is when the adventure began, and things took a turn for the worse.
We saw two store clerks at the check out. Seated on the floor was one associate who faced the cashier line and the other, the cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us, the associate on the floor did cease her end of the conversation and told the cashier she had customers. Unfortunately, the cashier ignored this information because it took her a minute before she turned and greeted us with “Oh, I sorry.” I’m not sure exactly what she apologized for because she then proceeded to continue her conversation.
I told the cashier we needed to know if all of the items were on sale. Although she acknowledged the request, she still continued talking to the other associate and proceeded to scan all of the items for purchase. When I pointed out her error her response was “Oh, okay, sorry,” and once again she resumed her conversation. She clearly was not present – her mind was engaged and committed elsewhere. Her actions communicated her conversation was far more important than this sale.
The cashier did one final thing that was the final straw. After the correct total was tallied, my daughter handed the cashier a 40% off store coupon. The cashier took it and immediately threw the coupon away, turned to us with a smile and told us our total. At this point, I thought I was in the twilight zone or on some really bad reality show.
When I asked why the coupon was thrown away, she explained the coupon was only valid on regularly priced items. After a very deep breath, I proceeded to share few ideas. First, I stated when she threw the coupon away, we were unclear why. I explained an explanation of her actions would have avoided any misunderstandings or ill will. She apologized once again, and said she understood and agreed. Second, I stated her inattentiveness during the transaction was inappropriate and did not make us feel like the valued customers we are. Finally, I said during business hours it is best to remain
focused the most important component to retail success, customers. Personal conversations are best left for discussion after hours. Her associate must have agreed, too, because at this point she turned and walked way.
This shopping excursion caused me to pause and think all service provider must always exhibit certain basic behaviors - customer service basics. Here are a few:
Basic Rule #1 – Acknowledge Customer’s How many times have you walked in a store and you weren’t acknowledged? How did you feel? I can’t tell you how many times I’ve witnessed service providers who take personal phone calls (or worse answer their cell), speak to other co-workers regarding non-urgent matters, or who simply walk away without explanation. Basic customer service requires an acknowledgement as soon a customer enters your establishment – whether you will be ready to provide service in one minute or twenty. An acknowledgement says “I’m glad to see you and value your business. We will help you as soon as possible. Thank you for your patience.” A little appreciation goes a long way, especially if at the time you find yourself short handed. As soon as you see customers…acknowledge them. Although this sounds obvious, it simply just isn’t practiced as it should.
Basic Rule #2 – Be Present and Listen When assisting customers, it is important to always be “present.” Being present required you to be in the moment ready to provide your customer with your full, undivided attention from start to finish. It is imperative customer’s always feel important and the center of attention. To accomplish this you must remain fully focused.
Active listening is a critical component of any customer interaction. This is a big difference between hearing and listening. Hearing is the perception of sound. Active listening requires us to hear, interpret, and then take action. Active listening empowers us to consistently provide our customers exactly what they need.
Basic Rule #3 – Explain Your Plan Customers need to know and want to understand the reason for your plan of action. Many times I have returned an item only to have the clerk shove a form and pen in front of me without so much as a please or explanation. As if I should be know what they want from me. Always clearly explain each step and the reason for your request.
About the Author
Joy Fisher-Sykes is a professional speaker, author, and success coach in the areas of leadership, motivation, stress management, customer service, and team building. You can e-mail her at mailto:jfsykes@thesykesgrp.com, or call her at (757) 427-7032. Go to her web site, http://www.thesykesgrp.com, and signup for the newsletter, OnPoint, and receive the free ebook, "Secrets, Stories, and Tips for Marvelous Customer Service."
|
|
|
|
|
The Art and Science of Leadership |
The very essence of leadership is that you have to have a vision. ... Leadership Development Outline - contains the leadership guide listed to the right, ... |
www.skagit.com |
  |
LeadershipJournal.net | Church Leaders & Leadership Training |
Leadership's award-winning and relevent editorial provides timely insights on critical issues facing today's pastors and church leaders. |
www.christianitytoday.com |
  |
Leadership - Wikipedia, the free encyclopedia |
Leadership can come from an individual, a collective group of leaders, ... Though advocates of the "big man" school of visionary leadership would have us ... |
en.wikipedia.org |
  |
Leadership - Forbes.com. |
Careers, Jobs, Management, Money, Compensation, Salary, Bonuses, Corporate Citizenship, Corporate Responsibility, Corporate Social Responsibility, ... |
www.forbes.com |
  |
LeadershipNow - Leadership Development - Main Page |
A source for free articles and shopping for leadership resources. |
www.leadershipnow.com |
  |
Leadership University |
Collection of articles in PDF format for distribution to classes, leadership teams, or outreach audiences. Sponsored by Campus Crusade. |
www.leaderu.com |
  |
Center for Creative leadership: leadership at CCL.org, leadership ... |
leadership at CCL.org. Specializing in leadership development, leadership training, executive coaching at CCL. |
www.ccl.org |
  |
U.S. Senate: Senators Home > Senate Leadership |
It shows the Senate's relationship to other branches of the Federal government and provides a quick view of Senate leadership, officers, and committee ... |
www.senate.gov |
  |
Leadership |
Quick Search This Journal:. Leadership. Sign up for SAGE Email Alerts today! Select an Issue from the Archive February 2005—November 2006 ... |
lea.sagepub.com |
  |
Leadership |
Describes programs, products, and services of the Covey Leadership Center, The goal of which is to help solve personal, professional, and organizational ... |
www.ncrel.org |
  |
Academic Leadership |
Articles and Essays for those in academic leadership roles - from unit coordinators to university presidents. |
www.academicleadership.org |
  |
United States House of Representatives, 109th Congress, 2nd ... |
Leadership Offices. Office of the Speaker · Office of the Majority Leader · Office of the Democratic Leader · House Majority Whip · Democratic Whip ... |
www.house.gov |
  |
Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson |
Amazon.com: Leadership: Books: Rudolph W. Giuliani,Ken Kurson by Rudolph W. Giuliani,Ken Kurson. |
www.amazon.com |
  |
Leadership.com |
Welcome to Leadership.com: Shaping the leaders of the Internet era ... Leadership.com offers several modules that empower leaders to build more effective ... |
www.leadership.com |
  |
Leadership Network |
Identifies and connects innovative senior pastors in the US and Canada through Leadership Communities and other events. |
www.leadnet.org |
  |
Educational Leadership |
Selected responses will be included in either the print or online versions of Educational Leadership. The deadline for this special section is December 8, ... |
www.ascd.org |
  |
The Leadership Trust - Excellence in Leadership Development |
The Leadership Trust has launched a new leadership development programme specifically ... The Leadership Trust recently welcomed The John Smith Fellowship ... |
www.leadership.co.uk |
  |
Progressive Policy Institute: Defining the Third Way |
Progressive Policy Institute, Democratic Leadership Council Home ... It is time for progressives to fill the leadership void on energy policy by offering a ... |
www.ppionline.org |
  |
Business Leadership Skills - Leadership Development Training ... |
Inc.com's Leadership Resource Center covering topics such as leadership development training, business leadership training, and business leadership skills. |
www.inc.com |
  |
Leadership |
These pages aim to expand the readers knowledge and understanding of the continuing debate in management studies about the role of leadership in the ... |
www.ee.ed.ac.uk |
  |
|