It is true that some of the most difficult people one may encounter throughout the work day can be co-workers. For a variety of reasons, co-workers can be disruptive or generally create problems in the workplace. If you are finding that a co-worker is generating an unpleasant atmosphere, it is not a situation that must simply be tolerated; most co-worker issues can be handled easily and quickly if they are dealt with properly.
First, precisely pinpoint the situation. Write down the problem and think about the issue before you attempt to resolve it. Determine if the difficulty is serious enough to risk an altercation. Is your co-worker’s email alert too loud for your liking? Does her gum chewing annoy you? Is his favorite lunch of sardines and limburger too much for your nostrils? These types of small matters should fall into the ‘grin and bear it’ category as most are representative of the personality quirks that make us human.
If you find that the difficulty with your co-worker is more than simple human annoyances, and that the situation is interfering with a productive workplace, you are well within your rights to seek a resolution. Determine first if the matter goes against workplace policy; if it does not, then your first effort should be to confront the co-worker in person, face-to-face. Tell this person directly what the issue is, why it should be addressed, and how it can be changed. For example, “John, your personal phone calls are disruptive to me and to our customers. Could you take those calls in the break room instead?” If co-workers refuse to alter their behavior, consider taking the issue to management in order to reach a resolution. Sometimes, this is the only way to achieve a change.
Lastly, there are some co-worker issues that require an immediate interference from management. If a co-worker is exhibiting unstable behavior or is acting out in ways that are abusive or harassing, documentation of the events should be kept and superiors informed immediately.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
Wednesday, May 13, 2009
Tuesday, May 12, 2009
Dealing with Difficult People: Customers
In the workplace, as with all facets of life, it is possible, if not likely, that you may encounter a difficult person. This is a fact we all must face, and it is outside of our capabilities to always avoid these types of situations. However, how we handle challenging individuals is completely within our control. We can either use these circumstances as an excuse to shirk our work responsibilities, or we can view difficult moments as opportunities to let our best selves shine through. The choice is up to us.
Most often, customers who are rude, combative, or generally difficult are thus for a reason. Either they are unhappy with service they have received or they have been treated poorly in the past and have grown to expect similar behavior.
The first step is to get to the root of the problem. Ask the customer what he or she needs and attempt to discover as many details as possible, then endeavor to resolve the matter. Use the S.O.S. method if the situation warrants it.
If it is impossible to break through to the customer, consider getting a manager involved. In no situation is it ever helpful or acceptable to insult customers or use inappropriate language. Being firm is fine, being rude is not. In those rare instances that customers become physically threatening, it is appropriate to ask them to leave; no sale is worth risking your safety.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
Most often, customers who are rude, combative, or generally difficult are thus for a reason. Either they are unhappy with service they have received or they have been treated poorly in the past and have grown to expect similar behavior.
The first step is to get to the root of the problem. Ask the customer what he or she needs and attempt to discover as many details as possible, then endeavor to resolve the matter. Use the S.O.S. method if the situation warrants it.
If it is impossible to break through to the customer, consider getting a manager involved. In no situation is it ever helpful or acceptable to insult customers or use inappropriate language. Being firm is fine, being rude is not. In those rare instances that customers become physically threatening, it is appropriate to ask them to leave; no sale is worth risking your safety.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
Monday, May 11, 2009
When Business and Personal Issues Collide
CSR training encompasses all aspects of interacting with customers. Having excellent telephone skills and being articulate when speaking with others is extremely important, but so too is being able to be professional at all times. Also vital in customer service and sales communication is being able to relate on a personal level without becoming emotionally involved.
Keeping personal issues at home is often easier said than done, but as with all pieces of customer service training, perfection comes with experience. Learning how to handle emotionally trying times in one’s personal life takes practice, and may also come easier for some than for others. Personal issues can cause hardship for anyone who is striving to focus in a professional environment. From newly hired, entry level staff to fully vested upper-management, personal concerns can wreak havoc if not kept in check.
Following are five simple tips that can be used by customer service professionals, sales agents, or anyone having to navigate the workplace while facing a personal crisis of any type:
1) Learn to Breathe
Each time you feel the thoughts of your personal life creeping in during your work day, take a deep breath, count to ten, and attempt to put the problem out of your mind while exhaling. By practicing this breathing exercise, you can train your mind and your body to let go of stress.
2) Find Your Focus
Many customer service professionals find that focusing on the task at hand fully and completely can occupy their minds so fully that they have no time to worry about the hardships outside of work. Focus on your customers, paperwork, or even seek out new projects to get your mind off of your outside woes.
3) Make a Move
An easy way to de-stress is through good, old-fashioned sweat. Of course, unless you work in a gym, working out during the work day is unlikely and unwise. On the other hand, you can choose to take a walk during breaks, stretch at your desk between projects, or even devise a workout regimen during lunch or before/after work.
4) Visit Your Happy Place
Plenty of professional business people use a ‘happy place’ to distract themselves from their daily troubles. This is not necessarily an actual location, but is usually represented in the form of a photograph, a postcard, or even an amusing cartoon. If you can find an acceptable distraction that can put a smile on your face, you are wise to utilize it when you are particularly stressed.
5) Know When to Say No
Sometimes, the best option is to take a personal day to sort out whatever crisis may interfere with work performance. By explaining the circumstances to a superior, you should be able to take some time off to take control of the situation. However, you must take caution not to overuse personal crises to not appear in the workplace lest you be left with yet another issue: the lack of employment.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
Keeping personal issues at home is often easier said than done, but as with all pieces of customer service training, perfection comes with experience. Learning how to handle emotionally trying times in one’s personal life takes practice, and may also come easier for some than for others. Personal issues can cause hardship for anyone who is striving to focus in a professional environment. From newly hired, entry level staff to fully vested upper-management, personal concerns can wreak havoc if not kept in check.
Following are five simple tips that can be used by customer service professionals, sales agents, or anyone having to navigate the workplace while facing a personal crisis of any type:
1) Learn to Breathe
Each time you feel the thoughts of your personal life creeping in during your work day, take a deep breath, count to ten, and attempt to put the problem out of your mind while exhaling. By practicing this breathing exercise, you can train your mind and your body to let go of stress.
2) Find Your Focus
Many customer service professionals find that focusing on the task at hand fully and completely can occupy their minds so fully that they have no time to worry about the hardships outside of work. Focus on your customers, paperwork, or even seek out new projects to get your mind off of your outside woes.
3) Make a Move
An easy way to de-stress is through good, old-fashioned sweat. Of course, unless you work in a gym, working out during the work day is unlikely and unwise. On the other hand, you can choose to take a walk during breaks, stretch at your desk between projects, or even devise a workout regimen during lunch or before/after work.
4) Visit Your Happy Place
Plenty of professional business people use a ‘happy place’ to distract themselves from their daily troubles. This is not necessarily an actual location, but is usually represented in the form of a photograph, a postcard, or even an amusing cartoon. If you can find an acceptable distraction that can put a smile on your face, you are wise to utilize it when you are particularly stressed.
5) Know When to Say No
Sometimes, the best option is to take a personal day to sort out whatever crisis may interfere with work performance. By explaining the circumstances to a superior, you should be able to take some time off to take control of the situation. However, you must take caution not to overuse personal crises to not appear in the workplace lest you be left with yet another issue: the lack of employment.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
Friday, May 8, 2009
Competing with Virtual Service
There was a time not so long ago that potential customers could not gain the information they needed about a particular business without contacting the company. Prospective clients would walk up to a friendly sales person or call a customer service agent, asking for data about the product or service in need.
The advent of the Internet has made this type of behavior all but obsolete. If a prospective customer has a question about a product, he or she can search the web and find a host of web sites that provide the all the details they seek and more, no matter what the product may be. They can find reviews from other customers, some honest, and some written by paid professionals. They can also find pricing information for any product or service imaginable; with said items often available at rock bottom prices on auction web sites or through Internet wholesalers. Indeed, the time of seeking out customer service representatives or sales agents for product information is over.
How, then, can a CSR compete with the virtual world? The solution is plain to anyone who has spent hours pouring through endless web pages seeking answers to specific questions, or anyone who has wasted valuable time on hold with automated telephone systems. A personal touch and true human communication can make all the difference when speaking with a person who has, until the point they have spoken with you, only developed a relationship with technology. It is within humans as a species to desire connections with each other, and as the Information Age has given us access to more data and facts than we have ever been presented with before, it has also driven us from what makes us human: our relationships with others.
It may be difficult for customer service representatives and sales agents to embark upon a relationship with a new or prospective customer. As products of the Information Age, these persons have been taught to supply individuals with the simplest answers to their queries and to close sales as quickly as possible. While a closed sale is the clearly the objective of the agent/customer relationship, those who are at their best professionally know that developing a long-lasting connection is the hallmark of success; not only do these agents close the sale, but they gain repeat business as well. The most important factor when conversing with customers is to remember humanity. Do not treat customers like machines and they will reward you with a personal commitment.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
The advent of the Internet has made this type of behavior all but obsolete. If a prospective customer has a question about a product, he or she can search the web and find a host of web sites that provide the all the details they seek and more, no matter what the product may be. They can find reviews from other customers, some honest, and some written by paid professionals. They can also find pricing information for any product or service imaginable; with said items often available at rock bottom prices on auction web sites or through Internet wholesalers. Indeed, the time of seeking out customer service representatives or sales agents for product information is over.
How, then, can a CSR compete with the virtual world? The solution is plain to anyone who has spent hours pouring through endless web pages seeking answers to specific questions, or anyone who has wasted valuable time on hold with automated telephone systems. A personal touch and true human communication can make all the difference when speaking with a person who has, until the point they have spoken with you, only developed a relationship with technology. It is within humans as a species to desire connections with each other, and as the Information Age has given us access to more data and facts than we have ever been presented with before, it has also driven us from what makes us human: our relationships with others.
It may be difficult for customer service representatives and sales agents to embark upon a relationship with a new or prospective customer. As products of the Information Age, these persons have been taught to supply individuals with the simplest answers to their queries and to close sales as quickly as possible. While a closed sale is the clearly the objective of the agent/customer relationship, those who are at their best professionally know that developing a long-lasting connection is the hallmark of success; not only do these agents close the sale, but they gain repeat business as well. The most important factor when conversing with customers is to remember humanity. Do not treat customers like machines and they will reward you with a personal commitment.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
Thursday, May 7, 2009
Customer Service Training: Five Questions to Ask When Seeking To Improve CSR Skills
Customer service training is a necessity for any business that wishes to be successful. The fact is plain and simple. What is not plain and simple is how to go about this type of training. Customer service training is offered by companies around the world and it is difficult for managers to ascertain the type of training that is best for their employees and best for their business.
When seeking customer service training, there are some key questions to ask and some specific answers to look for. If a business can take the short amount of time to learn these questions and is fortunate enough to find a business development firm that is able to answer all of the questions to that company’s satisfaction, the only remaining step is enrolling employees in the customer service training program.
Customer Service Training Questions
1) What type of training do my employees need?
This may be the most difficult question to answer. The company asking this question may not be aware of all of the nuances involved with customer service. The manager may have received numerous complaints or may feel that his or her customer service team needs motivation. A quality customer service training firm does not only have the ability to provide customer service training, but also is able to assess the business’s customer service team so as to provide the best training possible. Truly valuable are those business development firms that can assess individuals on a case-by-case basis, offering personalized training and coaching in order to improve both the unique members of the customer service group as well as the team as a whole.
2) How is the training carried out?
Most customer service training programs consist of a one or two day seminar, in which the entire customer service team is placed in a room with a speaker who talks to them about how to be better customer service employees and perhaps supplies them with materials that they can refer back to later. This is a tried and true method of customer service training, and many people can gain a lot of knowledge from seminars such as this. There are, however, some inherent problems with only using this type of training. Oftentimes, the individuals attending the training event show an increase in service in the days and weeks following the training, but eventually the training is forgotten and the team begins to falter once more. Also, because the entire customer service team is in a training seminar, short term problems can arise due to having no customer service representatives available while in training. If a company should choose to only allow a fixed number of individuals to attend the training while others are left to man phones or accept incoming traffic, the customer service team is left unbalanced, with some having received training and others left in the dark. Some customer service training programs have taken these issues into consideration and have added follow-up programs to continue to keep customer service at a high level. A few customer service training programs even combine a mass seminar with online learning and individual coaching that allow customer service representatives to train at their own pace and to train during down times at work, so that phones are not left unmanned and no individual in the customer service team is left without the appropriate training.
3) What is the customer service training company’s background?
An item that is tragically forgotten by businesses seeking customer service training is checking the background of the company providing the training. Anyone can start a business training companies in customer service excellence, but only a select few have the expertise and knowledge to create a winning team of customer service experts. A look into the company’s background, along with references from satisfied customers can save a business a lot of heartache when seeking customer service training.
4) Are customer service measurement tools employed?
Very few customer service training methods utilize measurement tools, that is, the ability to learn if each person in the customer service team is progressing in a manner that will lead to the greatest improvement for that person and the company as a whole. The best customer service training programs offer measurement tools and offer to share those with the company purchasing the training at any time.
5) What level of customer service does the training company offer?
This is the key. If the business providing customer service training does not provide excellent customer service themselves, one can be certain that the training provided will be subpar at best. If calls are avoided, if it is difficult to reach a human over the telephone, or if emails go unanswered, that should be a giant, red flag to any business seeking customer service training. Conversely, if the company offers individualized, friendly, and prompt service and feedback, it can be said that the company will be able to pass those skills on while conducting customer service training.
Finding customer service training need not be a time-consuming and stressful process. Keeping the above questions in mind, customer service training is not only a worthwhile effort, but can be a very profitable one as well.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
When seeking customer service training, there are some key questions to ask and some specific answers to look for. If a business can take the short amount of time to learn these questions and is fortunate enough to find a business development firm that is able to answer all of the questions to that company’s satisfaction, the only remaining step is enrolling employees in the customer service training program.
Customer Service Training Questions
1) What type of training do my employees need?
This may be the most difficult question to answer. The company asking this question may not be aware of all of the nuances involved with customer service. The manager may have received numerous complaints or may feel that his or her customer service team needs motivation. A quality customer service training firm does not only have the ability to provide customer service training, but also is able to assess the business’s customer service team so as to provide the best training possible. Truly valuable are those business development firms that can assess individuals on a case-by-case basis, offering personalized training and coaching in order to improve both the unique members of the customer service group as well as the team as a whole.
2) How is the training carried out?
Most customer service training programs consist of a one or two day seminar, in which the entire customer service team is placed in a room with a speaker who talks to them about how to be better customer service employees and perhaps supplies them with materials that they can refer back to later. This is a tried and true method of customer service training, and many people can gain a lot of knowledge from seminars such as this. There are, however, some inherent problems with only using this type of training. Oftentimes, the individuals attending the training event show an increase in service in the days and weeks following the training, but eventually the training is forgotten and the team begins to falter once more. Also, because the entire customer service team is in a training seminar, short term problems can arise due to having no customer service representatives available while in training. If a company should choose to only allow a fixed number of individuals to attend the training while others are left to man phones or accept incoming traffic, the customer service team is left unbalanced, with some having received training and others left in the dark. Some customer service training programs have taken these issues into consideration and have added follow-up programs to continue to keep customer service at a high level. A few customer service training programs even combine a mass seminar with online learning and individual coaching that allow customer service representatives to train at their own pace and to train during down times at work, so that phones are not left unmanned and no individual in the customer service team is left without the appropriate training.
3) What is the customer service training company’s background?
An item that is tragically forgotten by businesses seeking customer service training is checking the background of the company providing the training. Anyone can start a business training companies in customer service excellence, but only a select few have the expertise and knowledge to create a winning team of customer service experts. A look into the company’s background, along with references from satisfied customers can save a business a lot of heartache when seeking customer service training.
4) Are customer service measurement tools employed?
Very few customer service training methods utilize measurement tools, that is, the ability to learn if each person in the customer service team is progressing in a manner that will lead to the greatest improvement for that person and the company as a whole. The best customer service training programs offer measurement tools and offer to share those with the company purchasing the training at any time.
5) What level of customer service does the training company offer?
This is the key. If the business providing customer service training does not provide excellent customer service themselves, one can be certain that the training provided will be subpar at best. If calls are avoided, if it is difficult to reach a human over the telephone, or if emails go unanswered, that should be a giant, red flag to any business seeking customer service training. Conversely, if the company offers individualized, friendly, and prompt service and feedback, it can be said that the company will be able to pass those skills on while conducting customer service training.
Finding customer service training need not be a time-consuming and stressful process. Keeping the above questions in mind, customer service training is not only a worthwhile effort, but can be a very profitable one as well.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
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