I don’t know….say I ‘ll find out
No….say what I can do is
That’s not my job…say this is who can help you.
You are right-this stinks…say I understand your frustration
That’s not my fault say what can we do about this.
You need to talk to my manager..say I can help you
You want it by when…say I’ll try my best
Calm down..say I’m sorry
I’m busy right now…say I will be with you in a moment
Call me back…say I will call you back
Friday, December 22, 2006
Ten good customer services habits to develop in 2007
Be on time
Follow up on your promise
Under-promise and over-deliver
Go the extra mile
Offer your customer options
Express empathy
Treat your customer as the most important part of your job
Treat your co-workers as customers
Give the customer your name and the telephone number
Smile and use inflection on the telephone
Follow up on your promise
Under-promise and over-deliver
Go the extra mile
Offer your customer options
Express empathy
Treat your customer as the most important part of your job
Treat your co-workers as customers
Give the customer your name and the telephone number
Smile and use inflection on the telephone
Sunday, December 17, 2006
Dead lion or living Dog........Health is truely wealth
the last 8 days of my life will linger in my mind for a long time.
i was between life and death. my favourite tune became jim revves "across the brigde their is no mo sorrow"
i crossed the bridge several times. somehow i was not allowed a permanent resident permit at the other side. perharps a few friends will havve shed crocodile tears for my sake. my few assets will have been given out to charity.
today am not perfectly healthy yet. but at least am a lot better. i spent a fortune getting treatment. injections became a daily routine. then sympathisers never stoped coming to visit.
thank God am better now.
their is hope to him that is joined to the living....a live dog is better than a dead lion...ecc 9 vs 4
i was between life and death. my favourite tune became jim revves "across the brigde their is no mo sorrow"
i crossed the bridge several times. somehow i was not allowed a permanent resident permit at the other side. perharps a few friends will havve shed crocodile tears for my sake. my few assets will have been given out to charity.
today am not perfectly healthy yet. but at least am a lot better. i spent a fortune getting treatment. injections became a daily routine. then sympathisers never stoped coming to visit.
thank God am better now.
their is hope to him that is joined to the living....a live dog is better than a dead lion...ecc 9 vs 4
Friday, December 08, 2006
6 steps for handling difficult customers
1 let the customer vent their feelings. Don’t tell them to calm down-this will make things worse. Hold your tongue and do not take what they are saying personal.
2 don’t get trapped in your negative filter about a customer. Instead focus asking yourself the questions, ‘what does this person need and how can I provide it”.
3 express empathy for the customer’s situation by using empathic phrases and apologizing.
4 work to actively solve the problem. Gather the information you need by using question technique and the bridging technique.
5 double-check all the facts with the mirroring technique
6 come to a mutual agreement on the solution with the customer. Remember to under promise and over deliver.
Karen Leland & Keith Bailey
2 don’t get trapped in your negative filter about a customer. Instead focus asking yourself the questions, ‘what does this person need and how can I provide it”.
3 express empathy for the customer’s situation by using empathic phrases and apologizing.
4 work to actively solve the problem. Gather the information you need by using question technique and the bridging technique.
5 double-check all the facts with the mirroring technique
6 come to a mutual agreement on the solution with the customer. Remember to under promise and over deliver.
Karen Leland & Keith Bailey
Thursday, December 07, 2006
Challenges of the Intraprenuer
People generally know the qualities of a future leader. While other employees are not taking actions that can make them outstanding and stand them out in the future they tend to resent the intraprenuer who is taking it. As a result they may not give enough support, encouragement or helping hand to the intraprenuer.
Intraprenuers, probably have to fight against ingrained, inbred, and inept management. That is management resistance. This is probably true in some organizations but it's a matter of an organization’s culture.
Another challenge is getting commitment to non-budgeted spending. The nature of large organizations is that spending is tightly monitored. This challenge may be more rampant than the cultural problem of management resistance, being a rational response to the need to avoid fraud and irresponsible spending.
Intraprenuers, probably have to fight against ingrained, inbred, and inept management. That is management resistance. This is probably true in some organizations but it's a matter of an organization’s culture.
Another challenge is getting commitment to non-budgeted spending. The nature of large organizations is that spending is tightly monitored. This challenge may be more rampant than the cultural problem of management resistance, being a rational response to the need to avoid fraud and irresponsible spending.
Wednesday, December 06, 2006
characteristics of the intraprenuer final
The number of people who get fired or eased out because they’re not liked by others is enormous. Having a human touch - sensitivity and communication skills – can be the difference between the good Intraprenuers and the great ones. They know that people have untapped reserves of performance and find ways to unlock it for the benefit of the organisation. Intraprenuers choose their association memberships and functions carefully so that they only participate in those likely to be a source of business. That makes them think creative and allows them to think out of the box in addressing issues within the organizations on their client’s behalf.
Intraprenuers always view things from the long run perspective. The long-range view over short-term expediency wins every time, particularly when it comes to searching for the ideal candidate for a high-profile position. This is one area where the intraprenuers takes the led. Taking the decision to do the right thing, rather than the expedient thing, may create some short-term pain – but ultimately the company will reap the financial and emotive long-term rewards of its good business methods
Successful intraprenuers have a sense of urgency about working their plan because they know that if they fall too far behind it will be very difficult to catch up. They stay late when they have to and ask to leave early when they are caught up. Their sense of urgency is focused and directed not just a sense of urgency about activity, any activity. In intrapreneurship: The best decision is the perfect decision and you may never have sufficient information or time to to take it. The next best decision is close enough and you can always adjust course as you go And the worst decision of all is to continue to study, or form a committee which so often translates to the "safe no” and therefore doing nothing. Do you think like an intraprenuer?
Intraprenuers always view things from the long run perspective. The long-range view over short-term expediency wins every time, particularly when it comes to searching for the ideal candidate for a high-profile position. This is one area where the intraprenuers takes the led. Taking the decision to do the right thing, rather than the expedient thing, may create some short-term pain – but ultimately the company will reap the financial and emotive long-term rewards of its good business methods
Successful intraprenuers have a sense of urgency about working their plan because they know that if they fall too far behind it will be very difficult to catch up. They stay late when they have to and ask to leave early when they are caught up. Their sense of urgency is focused and directed not just a sense of urgency about activity, any activity. In intrapreneurship: The best decision is the perfect decision and you may never have sufficient information or time to to take it. The next best decision is close enough and you can always adjust course as you go And the worst decision of all is to continue to study, or form a committee which so often translates to the "safe no” and therefore doing nothing. Do you think like an intraprenuer?
Tuesday, December 05, 2006
charactersistics of an intraprenuer Three
The spirit of entrepreneurship within an existing organization.
Intrapreneur is a person who focuses on innovation and creativity and who transforms a dream or an idea into a profitable venture, by operating within the organizational environment. Thus, Intrapreneurs are Inside entrepreneurs….
The intraprenuer knows that integrity and trust is the key to winning business. Integrity has a high value in the corporate world and genuine trust is priceless Trust is an important aspect of developing good business relationships. Building personal as well as work relationships with business colleagues can be a sure-fire way to win and retain business. Integrity and Trust Deliver Results
.
The number of people who get fired or eased out because they’re not liked by others is enormous. Having a human touch - sensitivity and communication skills – can be the difference between the good Intraprenuers and the great ones. They know that people have untapped reserves of performance and find ways to unlock it for the benefit of the organisation. Intraprenuers choose their association memberships and functions carefully so that they only participate in those likely to be a source of business. That makes them think creative and allows them to think out of the box in addressing issues within the organizations on their client’s behalf.
Intraprenuers always view things from the long run perspective. The long-range view over short-term expediency wins every time, particularly when it comes to searching for the ideal candidate for a high-profile position. This is one area where the intraprenuers takes the led. Taking the decision to do the right thing, rather than the expedient thing, may create some short-term pain – but ultimately the company will reap the financial and emotive long-term rewards of its good business methods
Intrapreneur is a person who focuses on innovation and creativity and who transforms a dream or an idea into a profitable venture, by operating within the organizational environment. Thus, Intrapreneurs are Inside entrepreneurs….
The intraprenuer knows that integrity and trust is the key to winning business. Integrity has a high value in the corporate world and genuine trust is priceless Trust is an important aspect of developing good business relationships. Building personal as well as work relationships with business colleagues can be a sure-fire way to win and retain business. Integrity and Trust Deliver Results
.
The number of people who get fired or eased out because they’re not liked by others is enormous. Having a human touch - sensitivity and communication skills – can be the difference between the good Intraprenuers and the great ones. They know that people have untapped reserves of performance and find ways to unlock it for the benefit of the organisation. Intraprenuers choose their association memberships and functions carefully so that they only participate in those likely to be a source of business. That makes them think creative and allows them to think out of the box in addressing issues within the organizations on their client’s behalf.
Intraprenuers always view things from the long run perspective. The long-range view over short-term expediency wins every time, particularly when it comes to searching for the ideal candidate for a high-profile position. This is one area where the intraprenuers takes the led. Taking the decision to do the right thing, rather than the expedient thing, may create some short-term pain – but ultimately the company will reap the financial and emotive long-term rewards of its good business methods
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