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Showing posts from May, 2017

Nine Commandments

Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers.

Without them, we would not and could not exist in business. 
When you satisfy our customers, they not only help us grow by continuing to do business with you but recommend you to friends and associates (remember, that while it seems only complaining customers tell others, this isn't actually the case!).
The Key Commandments of Customer Service  Know who is boss.  You are in business to service customer needs, and you can only do that if you know what it is your customers want.
When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible. 
Be a good listener.  Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body l…

The 5 Key Requirements of a Successful Project Manager

1. Be a Leader AND A Manager:  Leaders share and communicate a common vision (of some future state); they gain agreement and establish the forward direction. Leadership is more than just telling someone what to do - it is inspiring them and motivating them by giving real world examples and ongoing guidance  Good Leaders motivate others. Managers are results driven and focus on getting work done against agreed requirements. A good project manager will constantly switch from a leader to a manager as the situations require. .

2. Be A Team Builder AND A Team Leader:  Because projects are often cross-functional in that they use people who may not have worked together before. It is up to the project manager to set the ‘tone’ of the team and to lead them through the various team development phases to the point where they perform as a team. Often, the team individuals have their own line manager, and so the PM has no implied authority – yet still needs to motivate the individual. This is par…

DEALING WITH IRATE AND DIFFICULT CUSTOMERS

The unfortunate fact of the matter is that you will receive complaints from customers.  Sometimes these are warranted and sometimes not.  Having the skill and patience to deal with these types of issues is what makes (or breaks) an excellent customer service, technical support & help-desk team.
People working the Customer Service and Helpdesk fields are often at the sharp end of having to deal with angry customers.  One the one hand, some of these customers are just looking for fault or being extremely picky or even those (shudder, dread) chronic complainers who just like to hear their own voice.  I'm not going to discuss those types of people in this post, as although they exist, generally, people who complain about a product or service are ones that have NOT received what they have paid for.  Most people don't enjoy complaining and find it a difficult (and to be avoided) process, so keep this in mind when you are speaking to them.  They are NOT trying to just make your …