Category Archives: Others
Today’s the time that the brand new iPhones have hit the ledges in the U.S. The pricier-and manifestly more desired-iPhone 5S is not easy to uncover nowadays, although after managing to get my hands on one, here’s a very simple comparison amidst the new 5S form along with last year’s iPhone 5.
The iPhone 5S, in the starting, is the same to its forebear. although with a fancy new A7 64-bit portion, the M7 shift co-processor, Apple’s clever feel ID fingerprint sensor and some powerful photography/video features, its interior components bear little resemblance to the iPhone 5. The two phones boast a brilliant 326-ppi Retina touchscreen, conspicuously, as well as the new version sustains the dimensions of its predecessor, weighing in at the same 112 grams. In our first checking, we contrasted a very dark hue 16GB iPhone 5S with a white Verizon iPhone 5.
From the front edge, you could possibly error the iPhone 5S for last year’s iPhone 5 in the happening that it weren’t for the new dwelling button. The iPhone 5S’s dwelling button has lost the iconic rounded rectangle of past generations in exchange for its nifty new fingerprint sensor. after that, on the backside of the product you’ll note that the 5S has a new oblong-shaped dual blink to the right of the lens. The ascribing port, headphone jack placement, buttons and speaker placement stay unchanged. Over and above that, with regards to the only discernible big distinction is that the iPhone logo has been Jony Ive-ified, boasting the printed “iPhone” logo in a slim font to match iOS 7’s ubiquitous Helvetica Neue exceedingly lightweight typeface.
As more comprehensive benchmarking comparisons would propose, the iPhone 5S is significantly much quicker than numerous rivals, very easily increasing two-fold the pace of last year’s model in a allotment of checks. The iPhone 5 is decisively no slump, however on triggering my phone, a “space gray” 16GB iPhone 5S accomplishing on AT&T’s network, my first takeaway is whoa… this thing is fast. Of course, any kind of new cell phone is blazing very quick right out of the barrier, although the 5S undoes apps, loads webpages and executes so very quick it’s hard to image a telephone actually doing things faster than this. Next to an iPhone 5 over a shared Wi-Fi network, nearly everything happens faster on the 5S. The digital camera was actually the most notable-it recovers in an instant with no lag at all.
So how exactly does the iPhone 5S and its juiced-up camera contrast to the iPhone 5? Well, the iPhone 5S’s shooter is considerably much quicker, like the telephone is in most regards. The 5S, in our checking, appears to take photographs quickly. Burst mode is a astonishing knack, too-and one exclusive to the 5S, like the slow-motion video camera. Holding down the dwelling button while firing yields a great deal of photos actually, definitely rapidly, whereas the only use cases we can imagine are tricky-to-capture shots, just like perhaps at a kid’s football game when things (and young kids) are moving, so that you can get an in-focus shot.
The sample shots underneath compare the camera’s specific capabilities in a handful of apprehending situation, though we’ve got a more in-depth examination of the 5S’s camera purposes preparing food too. In just about all of the pictures, we allowed autofocus to do its work rather than manually focusing with a tap like we make a demeanour of commonly.
You see that, the iPhone 5S executed a little better under duress in brilliant- and mixed-light conditions. The pictures are mostly pretty comparable, though we’ll be testing the 5S digital camera and its advanced blink in more backgrounds to glimpse where (and if) it shines. chimes and whistles like Slow-mo, blew mode and the factual pitch flash may expected be its strongest qualities, so we foresee playing with all of those farther more.
Sonya Joan is an expert author and has more than 4 years of experience in writing telecommunication articles, to know more info about iPhone 5S Contract and visit the site http://www.iphone5scontract.co.uk/
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The globalization of media and Entertainment industry has boosted huge demand of mass communication courses among young individuals. Mass communication is a collective term; it has number of other courses as well like, Journalism, Anchoring, Radio Jockey, writing and many more. Mass communication course is an academic study of mass media and mass media includes all types of medium which deals with large segment of population. Journalism course is one of the most challenging and rewarding career in mass communication
Today TV, Radio and internet are the prime medium of communication. A large segment of population turns to TV and Radio to know about current happenings in the world, for entertainment and knowledge. Thus, mass communication has a wide scope in terms of career and growth. There are many private and government colleges that have mass communication courses in Delhi. You could opt for degree, diploma or post graduation in mass communication but you are required to pass an entrance test before you seek admission in government and in few private colleges of mass communication. Some of the respected mass communication institutes in Delhi are as follows;
– The Delhi school of Communication,
– Indian institute of Mass communication, JNU
– South Delhi Polytechnic for Women
– Bharatiya Vidya Bhavan, New- Delhi
– University of Delhi
– Mass communication Research Center (MCRC) Jamia Millia Islamia
– Inderprastha College
– Kamla Nehru College
For information about the procedure of the admission and details of course and other mandatory terms and conditions, you may visit the websites of the respective Institute. You would be acquainted with all the requisite information about the college and its policies after surfing their websites.
People living in the big metros like Delhi, Mumbai, and Bangalore have got adequate opportunities to get into the media line, as these places have numbers of media houses and other entertainment agencies. Today you could find dozens of news and entertainment channels on Air. All these news channels require large numbers of enthusiastic and confident mass communication graduates who can entertain audience and also raise their viewer ship.
They often have vacancies for the post of news reader, journalist, correspondent, anchor and columnist. You may apply for these respected posts after you have completed your mass communication course. It is to be noted here, students who pursue their mass communication course from the reputed colleges are more likely to get selected in the campus recruitment itself. Moreover, to get a decent salary package and for rapid career growth it is important to study from reputed college which has excellent course training with qualified professors.
As discussed above mass communication has an epic scope so you not just restricted to journalism and news. In fact you could also get into acting, film direction, creative writing and Radio jockey etc. These fields of entertainment are equally rewarding and promise a remarkable growth. A degree in mass communication equips you with verbal skill and analytical ability.
Today, internet is also a powerful medium of communication. Many people who do not have access to TV and radio turn to Internet for worlds updates and Entertainment. Today all news and entertainment channels have their personal websites for promotion and reaching up to the people. As a journalist/ columnist you could write news, articles and blogs for these websites and also give your views and opinions.
Communication skills are the key to success in many areas of life,whether at work or in socially.
It is true that some people seem better at communicating than others.Why is this? Why are there people that you always look forward to communicating with,and others that you avoid at all costs?
The thing is;if you are good at communicating you can go a long way in life.Theres nothing worse than being stuck in a rut because you cant get a conversation going. Successful communication opens doors and makes things happen.who wouldnt want that?
Simply by following a few easy to remember rules youll start to improve your communication skills.
Here are some ideas to get you going:
1. Stop talking and listen – we all know people who never stop talking.Dont be one of them! Really let yourself listen to the person you are with and youll find they give you lots of conversation cues to pick up on.
2. Empathise seems basic doesnt it? Well it is basic to all good communication. People feel a lot happier when they have been heard and understood.Pick up on the emotions being communicated,not just the information.
3. Eye contact making good eye contact at the start of a communication lets your partner know you are ready to engage and ready to listen.Failed communication often occurs when it is half hearted.
4. Mirror listen with your whole body, not just your ears.Gently mirror your partners body language and shape.Dont mimic, but allow your gesture,tone and shape to correspond with theirs.This will get things flowing.
5. Smile simple,simple.A sincere smile is a warm opening gambit guaranteed to get anyone on your side,even if the conversation ahead is going to be tricky.
These are some basic tips for successful communication,but its easy to forget them in the heat of the moment.Start practising them today, and soon they will become brilliant communication habits.
Communication is not something for which there is a defined formula,after all the best communicators are those with flexibility.They can go with the flow.
The people who we really enjoy talking to are those who somehow make the communication come alive,who create endless conversational possibilities.
So,enter any conversation with an open mind,dont be afraid to be wrong and listen to the leads your conversation partner is giving you.
For business organizations, faultless communication is an essential. It is very important to convey the right message to the right person in order to perform various business related tasks in a professional manner. Therefore one should not compromise with the quality of Audio Visual equipment when it comes to business conferences, meetings and other such activities.
There are a few leading companies who have a successful history in providing quality rental Audio Visual equipment and services, which can change the whole concept of communication. In the business world, conferences, exhibitions and events play a vital role in communicating a message and in presenting possible business solutions. When selecting the right Audio Visual equipment a high degree of attention is required.
Audio Visual companies can offer Simultaneous Interpretation equipment and conference microphones to provide a faultless communication in presentations, conferences and events. Service providers who specialize in renting these systems and can advise you on all aspects related to Simultaneous Interpretation.
Conference microphones have two additional features, namely Software Queuing System and Video Dome System. Software Queuing System provides the chairman with a screen that shows the layout of conference room and list of the names of delegates who requested to speak first. This provides the conference control to the chairman and helps him to conduct the conference in a structured manner. Video Dome System is another unique feature. It provides an automatic video tracking of the person speaking.
Tour Guide Systems from these service providers make it easy for supervisors to communicate with their respective teams and provide guidance when they are on any business tour. The Tour guide system includes a variety of head worn microphones with transmitter for the leader and Receivers with headphones for the group.
Other Audio Visual equipment available is Audience Response and voting systems and Silent PA systems. Audience Response System is an electronic voting keypad that not only gathers audience votes but also collects text responses providing everyone in audience a chance to participate in the discussion. Silent PA system (Silent Public Address system) proves really helpful to communicate with a large number of people in different sections of a single large room thereby avoiding audio clashes from different room sections.
With a small amount of effort, you can research the contact details for appropriate service providers online and minimize your worry regarding Audio Visual related problems in various business activities. By getting the right provider of Audio Visual Services you can be sure of a faultless communication.
Communication is considered as one of the most important factors in todays corporate world. The businesses are completely dependent on the reliable and accessible business solutions. It is important to have the most reliable and secured communication services providers. The most professional communication solution providers will be able to provide wide range of products and services for diverse organizations so that they could have customized tools that are user friendly. Whether the need is for audio conferencing, tele-conferencing, video conferencing, wireless headsets and others, your business is going to get the best solution from the professional service providers.
When it comes of the managed communication services, the solutions are provided right from the setup of the voice conferencing and the infrastructure maintenance to installing end points and configuration of the devices so that these could access the voice network. The people working here and providing the solutions for voice conferencing has the required expertise in designing, delivery and maintenance of the various aspects of voice conferencing. The best hardware and software are used that offer solutions at most affordable price. The network that they design is the best one to suit all the needs.
All the required network hardware and software needed for conferencing can be installed by these people so that video and audio conferencing can be done without any problem. Using the polycom bridging, it is possible to have advanced audio and video conferencing arranged for the organization. The network usage becomes optimized using these multipoint control units. The polycom products use advanced routing algorithms which are helpful in the integration of many video streams without losing the clarity.
If your business is looking for Conference phones to stay connected with the clients, employees, stake holders and others then you have the best service providers for you. You can ample numbers of communication tools to have the best results. There are emergency services that the clients from various industries can get. These services are metro fire services, rural fire services and others. When the situation is critical, you would look for the flawless and fast communication. Using the Conferencing services, it is possible to manage even the most complex real time situation by providing fast and updated information to the public saving life and money. Communication system has become the integrated part of our lives. With the best service providers, you can get the latest products that will help you to remain connected using wireless/wired headsets, video /audio conference and other tools.
One of the key ways to help grow any business is by referrals and keeping your customers happy. Happy customers will hopefully return and continue to buy products and services from you. Therefore it is vital to thoroughly understand the requirements of your customer in order to ensure continued business from them.
One method of obtaining feedback from your customers is by using a customer satisfaction questionnaire or customer satisfaction survey. Customer satisfaction surveys should be thought about very carefully so as the process itself does not annoy or confuse. Long complicated customer satisfaction surveys are generally only completed by those being paid for their time. Customer satisfaction is generally measured on a five point scale e.g. Very satisfied, Satisfied, OK, Somewhat Satisfied, Very Dissatisfied. Customer satisfaction surveys may also be done using a ten point scale though this can be more complex and leads to customers hesitation around which option to select. A weighting is applied to each of the answers e.g. 5=Very Satisfied, 1=Very Dissatisfied and these weightings are then summed across the survey for analysis of the results.
Traditionally, customer satisfaction surveys have been done using a paper-based process but with customers acceptance of touch screen technology it is becoming the norm. Touchscreen devices such as PDA, Mobile phones, Tablets and touch screen kiosks present a win-win solution for customer satisfaction surveys. The surveys can be created quickly and tested on smaller groups before making the survey live and presenting to your customers. Teams can work through the customer surveys on a one-to-one basis using a tablet or PDA device. Alternatively, in retail, customers can access the surveys using touchscreen kiosks. Additionally, once the survey has been created for use on the touchscreen device it is quite easy to also make it available on the internet. This means that your customer satisfaction survey is now available in-store and at home on your customers home computer. The online survey can be linked to e.g. via a button or text link on your website and also through social media platforms including Facebook.
Touchscreen kiosks are a great way to create an environment in-store for your customers to provide instant feedback of their experiences before they leave your shop. Often, customers may feel annoyed by any number of issues at the store but by the time they have returned home they have probably forgotten. Therefore, the optimum time to get real feedback from your customers is while they are still in the shop. Customer satisfaction kiosks are touchscreen computers which may be wall mounted or free standing. The kiosks are branded with your logo and designed to complement the style of the shop. The kiosks welcome users to provide their feedback and can also be used for many other purposes. For small shops, the touchscreen kiosk provides a way of showing customers an extended range of products which you may not have enough space for in the shop. Customers can browse your products and even use the kiosks to make their purchases or redeem gift vouchers. The kiosk can also be used for customers to enter their contact details to be kept informed about your products and services.
Using customer feedback to help develop your business processes and get more customers has always been a vital part of any business and now with touchscreen based customer satisfaction survey kiosks the process couldnt get any easier.
Find out how you can enhance your communication skills by utilizing naturally occurring processes. These methods when used properly, can help you very much to communicate with your inner selves.
1. Choosing your Direction:
Most of the well meaning gurus of modern life have taught us to have goals. I too talk about this on my website(http://www.communication-skills-4confidence.com) .Some of the gurus have gone to the extent of telling us to create the reality in our mind and live it until it manifests in the real world. This is good thing to do and it does work. What we have to understand is that, it is a creative process. We should not use our logical and rational thinking to destroy this process. It is necessary to have goals in life as goal posts, as indicators and route maps. But not as the final destination. Many people get confused with goal setting and set themselves up for disappointment.
All our goals should be aimed at inner satisfaction first and then external manifestation.
It will be lot easier when you take the tension off a destination and create a goal post for yourselves.
2. Build your Self worth:
Getting a snapshot of our inner self and communicating with it is the stepping stone for lasting success. We may have to tweak that picture a little to make it better. After all the inner torment many of us have gone through, this is high time we dive in for a quick look and fix. How can we do that?
Many successful people believe that building one’s self worth is the best investment one can make. They have always emphasized on the goodness and importance of giving. Most of the people look at this idea with scoff and feel that they can give out only when they have more than enough, a typical indicator of lack of self worth. The only way to build self worth is by doing good to others and by giving. The good news is that you need not give away money all the time. You can give your time, donate food, blood and lots of other things.
Important: The Intention of giving should be to satisfy oneself and not for appreciation or publicity. It is an act to build your self worth. If you keep seeking approval of others, you will be chasing a mirage. If you actually begin to work toward self approval and build your self worth, you will automatically get all the approval or recognition that you need. This is the natural way and the best way to do anything.
3. Interrupting and Empowering: The Right way to use…
Most of the communication skills courses tell us not to interrupt. I think they are leaving out an important and natural power. Interrupting need not be only in a conversation. It has many garbs. You may be interrupting your sleep to read this article and some times, it is a good thing to do. So instead of casting away it as an unnecessary behavior, utilize it in the following way.
Due to the ritualistic living that we are undergoing, it is quite easy to adjust ourselves into a stereotype and react to circumstances. This is one of the reasons everything stays mediocre instead of the Grand. We often interrupt our grand ideas and empower mediocrity because it is familiar and we won’t be seen as fools. If you reverse this process, i.e. interrupt mediocrity and empower creativity, you will have lot more satisfaction and success.
Next time you catch yourself thinking of a problem, interrupt that thinking and empower yourself to look for the solution, rather than keep staring at the problem. Who says learning communication skills can be boring? We got a whole new perspective didn’t we?
To sum up, Build your self worth and master your internal communication.(See http://www.communication-skills-4confidence.com/characteristic-of-leadership.html) Use the power of interruption to the max and finally, take off destinations and put up goal posts.
When you have these three criteria with you, it’s like mastering the accelerator, gears and brake of your fine tuned engine. Drive wherever you like. Your communication skills will be awesome and powerful.
Why is it so important for your customer service team (no matter how large or small) to be truly friendly instead of being coached to act “polite”?
Being just “Polite” can make customers feel uncomfortable, disconnected, and can often cost you new business or repeat business.
This past weekend a friend took my wife Melanie and I to one of the nicer restaurants in Orlando.
We were seated quickly with a smile and received “good” service. It was obvious the staff was well-disciplined and knew what to do in each situation, but we all felt uneasy, if not uncomfortable throughout the night.
The food was perfect and everything came on time.
I couldn’t put my finger on the problem until we were on the way home and my friend said: “Did you notice how fake the waiters/waitresses and shift managers were?”
They were all trained how to be polite, how to do their jobs, but they weren’t genuinely friendly. It wasn’t too difficult to tell they detested their task, and this is common in many customer service oriented roles.
How can you be sure your customer service team is capturing all of the sales and repeat business they can?
Since advertising can be expensive and a bit of a “buckshot” anyway (Unless you’re with DDD =o) you want to convert as many inbound calls and walk-ins as possible into new and repeat customers.
I know this is a painfully obvious statement, just roll with me here =o)
I challenge business owners and marketing managers (of all types of companies selling any product or service) to spend a day with your customer service department.
As you observe and interact with them, ask yourself some of the following questions:
Are they truly friendly people or are they just going through the motions?
Does this person or people have a true passion for your business, or did they just “need a job”?
Don’t get me wrong, I’d never imply you need to run out to the sales floor and fire your customer service department!
Sure, sometimes people just “need to go”, but try this with your sales / customer service team, then filter out the bad eggs if necessary:
Let them know how important they are to your business by spending an entire day (or more) working with them, taking calls, helping them with the customers.
They will appreciate the fact you have true empathy for what they go through everyday and they will be more loyal to you and your company.
They will feel more comfortable, relaxed and appreciated in their job and feel like a person who is vital to the success of himself and those around him….not like a robot in a cubicle.
You’ll also be surprised how much you learn about your customers and what they really want, so you can give your sales team the best tools to sell!
I’ve done my share of cubicle phone calls and more than my share of over-the-counter parts sales.
When the boss got involved and made calls with us, I always appreciated it and reminded me I need to have some fun and truly connect with the customers.
I eventually was promoted to manager, and I always made sure to spend some time everyday on the counter, pulling parts, on the register, instead of hiding in the office doing paperwork all day.
Out of a 15 store division, my store was consistently #1 or #2.
I’m not bragging here….it wasn’t about me. The entire team respected each other and found way to have fun with the customers. As a result, people came back and asked for their parts guy/gal by name.
If you can plug genuinely friendly people into your business and nurture them, you’ll get all the sales you deserve from all of that expensive advertising!
As always, I welcome your comments/suggestions with my blogs.
The DDD Directory
When some states loosened their trade laws, globalization spread like wildfire. Multinational companies expand their investments to foreign countries. Employment skyrocketed and so were the infrastructures, technology and inflation. Global market has created a great evolution in the import and export business. With the great demand for customer service support, contact or call centers rose. Onshore and offshore services were provided in most places across the globe. Twenty-first century saw barriers broke in the services for customer support.
To be competitive, companies have outsourced services from a telemarketing company. They highly need such help from a third party to constantly serve their customers. With this, customer service support increased, resources are efficiently utilized and money comes back more than what had been invested.
With technology as constant helpmate, customer service support becomes a 24/7 habit. Agents are on the next line to answer any call, within or without business hours, daylight or eventide. Voicemails were upgraded to a live operator answering service to quickly respond to prospects’ or customers’ desires. Reservations and bookings can be done without the hassle of queuing in travel agencies. With all of these at hand, firms continue to grow. Customers appreciate the efforts of these companies. And leads continue to flow in the business entity’s pipelines.
The merger of technological installations and real-time customer service has been the best remedy of companies with increasing international customer base. Improving the quality of customer service has been paired with the battle to reduce costs. These expenditures include hiring, training and paying telemarketers, overhead costs and technical updates.
Providing high quality customer service support, contact or call centers ensure that all agents are trained with new technologies, products and services. The extensive interest in virtual call centers calls for installation of a modest technical platform. These costs and more have not stopped these service providers to reach prospects and customers on the dot. After all, the invaluable customer feedback has drove these third parties to be in the service of customers worldwide.
However, this issue has been cleared through efficiency and with the high demand. Nevertheless, call centers are adding agents to cater a larger population of customers. This will omit the possibilities for unanswered calls and not nurtured sales leads. Customers have the convenience to interact with call centers in any way they so desire.
Outsourcing customer service support has brought a bountiful harvest to client firms. There is a remarkable 10% improvement in customer satisfaction. With this, a company’s goodwill increased. Through word of mouth, customers spread the services provided. Establishing a distributed agent strategy turned out a 48% rise in call closure rate for best-in-class companies.
The necessity to uphold on the dot global arena has persuaded firms to refine the many components of a noteworthy virtual call center. The effectiveness of customer service support lies in the right mixture of technology, human resources and processes.
Every opportunity to interact with a prospect is precious. Be it through the phone or face-to-face, the idea of them contacting the company is more than enough to keep telemarketers motivated to do their jobs properly, professionally and ethically.
The greatest tool that any company can mobilize is its customer service support. There can be no greater glory for firms than receiving good comments from customers. Customer satisfaction is still the main objective of business. Profits just come after.
VoIP is a term which is used for transmission on technologies delivering voice communications over IP networks. It is also known as IP telephony, internet telephony, broadband phone, broadband telephony and voice over broadband. Many changes have been taken place globally in the business which had an impact on the communication way. Likewise, VoIP termination services also brought change which was earlier rejected at the time of its arrival, now begun to grow.
Internet telephony is the communication services which are not transported via public switched telephone network (PSTN), rather transported via internet.
Nowadays, there are many small or big companies which are looking for IP Multimedia Subsystem (IMS) that merge internet technologies with mobile handset. Infact, businesses are beginning to migrate from traditional copper wire telephone systems to VoIP systems increasingly. This has reduced the hefty phone costs. This has given a solution to them and also, they have got efficient bandwidth and cost-effective facility.
It is becoming a common practice among telecommunication providers to use VoIP telephony over public IP networks. VoIP runs voice and data communication over a single network. This network helps in the reduction of infrastructure costs significantly.
Except for being used in small and big companies, VoIP is also appreciated by end users. It is availed to make PC to PC and PC to Phone services. The PC to PC calling is absolutely free which requires no additional set-ups or attachments in order to make use of it, whereas, PC to Phone calls require a negligible amount to be payed which is very less as compared to phone calls. VoIP resellers have stimulated this practice more after they have started offering their commendable services. VoIP resellers are also growing with time as the risk factor is not there, and one doesn’t require to investment. This way, anyone can be a reseller and make umpteen money out of this business.
Hence, the world of IP telephony and VoIP termination is credible to offer user friendly services for every kind of users. With this, individuals as well as companies are getting profit which is not in the case of phone calls. No extra installation, no hefty bills, without any tension, VoIP gives us a chance to connect to any part part of the world. So, avail the services of VoIP and enjoy the freedom of communication.
Brands are built with the consumer firmly at the epicenter of all activity. Consumers have changed their approach to buying a product or service in the last few years. They have become more demanding about the kind of service they receive before making a purchase. Customer service call centers have to understand this changing trend in the minds of the consumers. The after-sales service that the customer service call center provides can make a big difference in the long run. The call center customer service can actually be the reason why a consumer decides to buy or wants to stay on as a customer. That is why this all-important task must never be undermined by the brand owners.
Consumers have a knack of talking to each other about their purchases and other associated services. They exchange ideas and information about their experience with a particular brand. The customer service call center has to give these customers a strong reason to speak favorably about their brand. The best call center customer service is the only way that the satisfied customers will talk positively about the brand in their private circles. That will affect the contacts they talk to and if that is favorable to the brand, there are high chances of the contact making a purchase. Indirectly, it is the outsourcing customer service department that is influencing the sale. It will be interesting to note how the call center customer service agents approach the work when they realize the importance of their work. They have a direct connection to the sales chart for the brand, along with a dominant influence on the branding of the commodity or service.
Brand building through customer service has received a whole new vertical with social media networks like Facebook and Twitter. These web platforms enable customer service call center agents to interact with the users online. The interactions could be limited to completely professional ones or more personal. In either case, the call center customer service must aim at positively influencing the user. The brand owners have to make the brand users realize that they are important. The call center customer service department can do so by solving issues that the users are facing. Resolve the problem and you can talk about it on the social media networks. You will be able to find out how users respond to such solutions by promptly sharing it with others in the network. The social media scene is an active cauldron. The word of mouth factor works strongly and the outsourcing customer service team can make use of the opportunity.
Why is call center customer service necessary for brand building? The answer is that customers decide on their association with a brand on how well they respond to their problems and queries. If the customer service call center is prompt and professional, it leaves a favorable impression on the customers. They are quick to pass the word around. The inverse is true as well! If your call center customer service is not up to the mark, your brand building will slide for a toss.
Recovering a lost or failed relationship is a difficult task for many, but it is never an impossible one. If you and your ex broke up, but you know that they are the person you are meant to be with, it is up to you to do something about it. Even if things ended poorly, you can work to ensure that your ex sees you the way they used to and that they long to be with you, but it is going to require some research and consideration on your part. Relationship help books can be effective, but only if they are designed by people who understand the psychology and chemistry that are required to help you in getting your ex back.
So, what are the secrets to getting your ex boyfriend back or getting your ex girlfriend back? Well, for starters, it comes down largely to communication. Not just how you communicate, but how you do not communicate as well. Let go of the urge to beg, plead, cry, call incessantly, or to not call at all. None of these are going to help you advance in your quest to get your ex back. Instead, you need to learn the conversation tricks that will drive your ex mad and leave them longing to be with you again.
The other part of the equation is chemistry or basic biology. No matter how strongly we want to believe in free will and to think that we have it all under our own control, the simple fact is that men and women alike have certain biological triggers and responses that dictate our emotions. Once you learn how to push the right buttons in your ex to trigger these emotions and that sense of longing for you, he or she will be back and working hard to keep you happy.
Chemistry and communication are very important factors, and you will find that getting help with relationship problems means finding a book or system that helps you understand the secrets to communication and chemistry with your ex. You can absolutely get your relationship back and get things back to the way that you want them to be, but you will have to put in some research and work of your own. Getting your ex back can help you get rid of the heartache that a broken relationship can cause and can help you be happy once again.
Few things can destroy any kind of a relationship faster than poor communication skills. Whether you’re out on your first date with a new person or in a long-term relationship, it is vital that your ability to express your thoughts and listen to thoughts of your partner be the very best you can manage.
Why is this so important? Because every time you are misunderstood, or misunderstand it has the potential not only to hurt your relationship, but to alter the perception you and the person you are interested in have of one another.
Excellent communication skills are not only hoped for, but expected in most areas of life. Relationships and romance are no exception. Understanding what might be causing your difficulties in communicating with other may be an excellent place to start for those experiencing problems in dating or relationships.
How You Communicate:
Learning better communication skills is an advantage for any person looking for romance ideas. Whether you’re hoping to keep your relationships casual and want to know to show those signs of attraction, or you’re looking for something more like a soul mate, these skills are important.
*Origin: There are those who have a difficult time expressing their thoughts. When pushed they may find that they become flustered and when left alone simply forget. In order for another person to know, like and perhaps trust you it is necessary for you to give them the opportunity to know you. Without expressing the thoughts in your mind you allow those you meet little insight into the type of person that you are. While mysterious can sometimes be exciting, eventually most people just find it to be frustrating.
*Style: The larger your vocabulary, the more words you have to choose from to sculpt the message you hope to communicate. It is important not only to be able to call upon these words when you need them, but to feel comfortable doing so. Finding the rhythm in your speaking patterns that allow others to respond is also an important part of speech. Those who communicate too little are often unclear, while those who drone on and on may lose the focus of the focus of the other person entirely.
*Expression: Eye contacts and body language are a large part of communication and may be saying more to your dates or partner than you realize. Being unable to maintain eye contact when talking often causes the other person to feel left out of the conversation while certain types of body language may indicate a wide variety of other wrong messages. Recognizing that certain facial expressions communicate certain messages is also vital to conversational skills.
When making a joke, for example, if you fail to smile your date might not be aware that you are trying to express humor, which can turn out very badly.
*Alternative Methods: Those who choose flirting online or text dating may find that their normal communication skills must be slightly altered in order to send he right message. It is important to remember that texting or typing does not display mood, unless emoticons or punctuation are used correctly.
How Other Communicate with You:
The ability to listen to others in such a way that they know you are focused on them is an extremely attractive trait to most people. Few people enjoy being ignored by a person who is supposed to find them attractive, or might possibly be in love with them and if this is the signal you’re sending the response may be less than enthusiastic.
*Physical Responses: When your date or partner is talking with you the ability to show that you’re listening through body language and facial expression may truly allow them to feel that you’re interested. Be sure to maintain eye contact and give the appropriate smile or frown when the subject calls for it so that your social partner knows that you’re paying attention.
*Verbal Responses: If you get the sense that your ear is needed, but perhaps not your opinion you may be tempted to simply sit back and say nothing at all. This is often not a good way to help a person feel at ease when sharing their thoughts with you. Though adding in too much may not always be welcome under certain circumstances, it is polite to give responses that show you attention is completely focused on the conversation.
*Opinion: In some cases you may agree emphatically with your date or sweetheart and in others not at all. In any stage of courtship poor manners are often a sign that you are not interested and too disagree in such a way that you appear to be rude or thoughtless will often send this message directly. Also keep in mind that those who are too opinionated when a person is simply letting off some steam are often unwelcome in the conversation. Remember that at times your romantic partner may simply need your support, just as you at times may need theirs.
If all else fails one of the best ways to better understand how you are coming across to those who you hope to, or already have a romantic relationship with it can be helpful to ask someone close to you to help get the root of the problem. Solving any flaws that don’t allow your true personality to become known due to mistakes or misunderstanding, may greatly improve your ability to communicate with others and in doing so the romantic life you’ve been hoping to achieve.
Lynn Visson makes the following statements in her book, ‘Wedded Strangers’:
“The body language of Russians and Americans are different. Russians stand closer than Americans. They look directly and unwaveringly into your eyes.”
“Russians are long winded. Americans are short and to the point. Russians think that giving a short answer is impolite, as if they had not given the matter enough consideration. Americans think a long answer is impolite, as if they are boring the other person and wasting their time.”
At our wedding, my wife wanted me to give a long-winded toast to her parents. I was to tell them of the story of how we met. I was to thank her parents and her ancestors for bringing life to her. I was to make a toast to all of her relatives and friends.
We were married in America. Her parents, friends, and relatives were not in attendance. I explained to my wife that in America, the custom was that other people made toasts to the wedding couple. They did not toast each other.
Lady enjoying her communication on mobile
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We had some Russian friends in attendance who made toasts in Russian to us. My best man tried to make a toast in Russian that no one understood. The Americans didn’t understand the Russian. And his Russian pronunciation was so bad that the Russians didn’t understand him either.
However, none of that satisfied my wife who would accept no substitute to a long-winded toast to her from me.
John has been successfully married to a Belarussian wife for over five years. He has traveled extensively through Russia and other CIS countries. He will tell you why you should consider Russian women, how to meet them, how to bring your special woman home, and how to survive married life.
Everyone is doing now doing almost anything online, as long as the necessary action does not require a physical presence. It is ideal for situations that require an exchange in information, and in the digital age, all information can simply be transferred to the digital format.
Online appointment scheduling can be a benefit to almost any business, including an automotive service and repair business. Automobile owners have become accustomed to having their autos checked periodically. We know that it necessary for proper maintenance and to extend the life of the automobile. The customary way of doing this, is usually to call the automotive service and repair shop, or the location where your vehicle is serviced and book and appointment. You may be fortunate enough to get an appropriate time in which to bring in the vehicle, but many times you may be forced to re-arrange your schedule, without knowing that your vehicle may be unavailable for a certain period.
There is now a way to avoid these inconveniences. Your automotive service and repair shop should have on online appointment and scheduling system. We are now in an age where anyone can be easily connected to the internet. Experts predict that in the coming years, being always online will become a natural part of being alive. Just as we need to continue breathing in air in order to live, we will need to be connected to the internet. The web can now be accessed from anywhere, from boats, planes, trains, autos, and the number of mobile devices that can access the web far exceeds desktop computers. Cheaper prices for bandwidth, and lower prices for electronic products including smartphones and tablets, bring accessibility to everyone. More appliances, and even clothing, will be enabled with access to the web in the very near future.
This means that customers will need fast and easy access to do things like booking appointments for automotive service and repair. The process is simple. You go online and reserve a required time, and get immediate confirmation. You can then re-arrange your other activities with some degree of confidence.
There are multiple benefits in the process, not only for the customer, but also for the business owner, who can then build a very valuable asset of a database of customers. Business owners can fully realize that it can cost up to 8 times as much to obtain new clients than it is to obtain new ones, and with a much valued client database, it can easily be more cost effective to maintain a business with existing customers. These clients can be contacted and notified of special deals or promotions.
It can also be done, by reading Quick Response codes that will re-direct the user to the Online Scheduling application, where the data can be entered. Manual transfer of information which is often accompanied by the opportunity for mistakes is eliminated. The process is secure, as it is now a legal requirement for all sensitive data to be encrypted. The software can even be integrated with your social networking accounts, such as Twitter and Facebook. More businesses of varying sizes are quickly appreciating the benefits that are realized with online scheduling and appointment software.
dating:communication and emotional sobriety
We are sober and interested in a relationship with the opposite sex.
This is a god given desire.a component necessary for the survival of the human race.
Some will advise us to not enter a relationship in early sobriety.This may be good advice,
however the choice is entirely personal and a decision each individual must discover for themselves.
When we do decide to begin dating and enter into relationships of friendship,romance and intimacy,
we need to be aware of some primary basic components required for any sucessful relations.
We easily see and learn these components in our recovery and 12 step groups.We realize that these are useful
tools in forming positive relationships in groups,then make up new rules for romantic relationships.
One concept is this: I am responsible for my thoughts,feelings,and emotions.
What I think, and how i feel is entirely my responsibility.It is no one else’s.No other can be responsible for how I feel.
They are my feelings,ideas,and emotions.I own them.With the aid of a higher power than myself,I must be able
to accept resonsibility for my feelings.It is true that others may influence how we feel,especially those close to us.
Yet regardless how I am influenced,only I have power over my feelings.
I may have close friends in recovery.I have no problem explaining how I feel or what my thoughts are in the recovery group,
or with a recovery partner.I have no problem owning those feelings and ideas,asking for help and guidance when needed.
Then I enter a dating relationship,or intimacy.Suddenly I have changed the rules.My romantic partner is now responsible for how I feel.
When my feelings are not right it’s their fault.when my thoughts are amiss it’s thier fault.Sound familiar?
We must remember that communication is the key to any healthy relationship.when we do not feel right,or our thoughts are amiss,
we communicate this to our partner.These feelings or ideas are not their fault or responsibility,they are powerless over them.
Yet they may be able to help us, and if they care they will.Example; Say I’m feeling unimportant for whatever reason.
I express to my partner,”I’m feeling unimportant and it is causing me to question my value to you.Am I of Value to you as a person in your life?”
If the other truly cares they will not take offense to this type of question.They may state that you are of value to them and they care
about you.This may be enough to put the feeling away as irrational.However what if they become annoyed or irrated that you did communicate this to them, and now attack you for sharing?
They see this as inappropriate behaviour in group and in 12 steps,but now in a relationship they want to rewrite the rules.
Relationships for them do not work because they use the stinking thinking to try and run the relationship.Then they want to blame you for the demise of the relationship.Some are so self involved and arrogant they cannot consider feelings of another.
Here are some additional communication skills that do not work.Mind Reading: expecting the partner to know what I was thinking or feeling,
then get angry when they don’t. Projection: making my partner responsible for my feelings-If I am not in control of my feelings or ideas,how can anyone else control them?
They are in me, a part of me.If I cannot control my own hand should I make it another’s responsibility? Anger: this is always my responsibility and usually based in a fear I own.
When I am angry I need to check myself and stop blaming.My lord! We go to a restuarant and tell the waitress what our order will be.When our meal is delivered we
approve or send it back for further consideration-We Communicate!! If we are able to tell a complete stranger what we want and how we want it,and expect it to be
served to our specifications.Then why are we not able to offer our inimate friends or lovers the same communication.We go to group and are asked to share.We sometimes
offer very sincere and honest personal information,yet we are unable to communicate with a loved one.we all see things differently.We may not agree on many things.
However if we communicate with each other constructively we are able to understand each other and bridge differences.
Emotional sobriety is living in the peace and serenity 12 step living has allowed.It is living the 12 steps.Tolerance is our code.We look for the good in others.You will find discrepancy
in everyone.We are not saints.The point is we are seeking spiritual progress,not perfection.If you date another in recovery be honest,communicate,own your feelings,and share
emotions and ideas with the other.When you have sincerely given yourself with the other’s interest in mind.You have communicated and shared your ideas and
emotions and owned them.You have served to benefit your friend or partner with love, then been left in the dust amidst a cloud of confusion,
charater assasinations,and blame.Remember, not all have emotional sobriety.It is something gained slowly over time.It is discovered afgter working the 12 steps and
having achieved some meaningful sobriety.The inability for love and tolerance of some, and their denial of AA unity is a poison as deadly as alcohol or any drug.Refuse to participate.
Try,try again.Never say die.If it’s will of the greater being, it will be.My personal value is not determined by anothers inability to communicate or by their
decision making capability.I try to follow my higher power with all my might.My ability to be open with love and tolerance of others will not be undermined by anothers judgement of me
in a dating experience.My God is stronger than the destructive habits some continue to practice in recovery.I will continue to seek and pursue Sober Date Fun, one day at a time.
Communication means the exchange of information or messages. The process of transferring data from one location to another is called Data Communication. In this process, data is transmitted electronically from one location to another by using standard methods.
Today, computer networks are commonly used for data communication. For this purpose, we use cables, telephone lines, computers, and wireless devices that are linked in a network.
Types of Data Transmission: Therefore, data transmission is divided into:
(i) Analog data transmission.
(ii) Digital data transmission.
(i) Analog Data Transmission:
The transfer of data from one place to another in the form of analog signals or in the form of continuous waves is called analog data transmission. The analog signal consists of a continuous electrical wave. The light waves, sound waves or radio waves are examples of analog signals.
(ii) Digital Data Transmission:
The transfer of data from one place to another in the form of digital signals is called digital data transmission. A digital signal consists of individual electrical pulses that represent bits grouped together into bytes. Computer accepts and processes data in the form of digital signals. Data is also transmitted from one computer to another through telephone line, microwave system and satellite. In this system, a modem is used on both sides. A modem is an electronic device that can convert the analog signal into digital and vice versa.
Characteristics of Communication System: The communication system depends upon the following fundamental characteristics.
Delivery: The data must be delivered from source device to the correct destination device.
Accuracy: The data must be delivered accurately, If there is any error occurred during transmission, the data must be re-transmitted.
Timeliness: Data must be delivered within time. It is very important in real time systems because data becomes useless if it is delivered late. For example, in television transmission, the video signals must be delivered within time as they are produced without any significant delay. This kind of delivery is called real-time transmission.
Elements of Communication System: The basic elements of a communication system are:
Message: The message is the information or data that is to be communicated. It may be in the form of text, numbers, pictures, sounds, videos or any combination of these.
Sender: A device that is used to send or transmit messages to another device is called Sender. It is also called Transmitter or Source. A sender may be a computer, workstation, telephone handset, video camera and mobile phone.
Medium: The path through which data is transmitted (or sent) from one location to another is called transmission medium. It is also called communication channel. It may be a wire, or fiber optic cable, or telephone line etc. If the sender and receiver are within a building, a wire is used as the medium. If they are located at different locations, then a medium may be telephone line, fiber optics, microwave or satellite system.
Receiver: A device that is used to receive messages from another device (sender) is called Receiver. It is also called Sink. A receiver may be a computer, workstation, telephone handset, mobile phone, television set, printer, fax machine, and so on.
Protocol: A set of rules that guides (or governs) data communication is called protocol. It represents an agreement between the communicating devices. Without a proper protocol, the devices may be connected but they cannot communicate with each other. For example, a person whose mother language is English cannot communicate with a person who can speak only Swedish.
Today, all type of computers and mobile devices serve as senders and receivers in communication system.
Imran Zafar writes articles about computer basics and database management such ashistory of computer,
types of database systems and computer file processing system.
You should treat others, as you would like others to treat yourself is an easy, yet great message of A gift from Mrs.Timm. This updated version of Dartnells classic video conveys the essence of customer service and reveals the importance of being helpful and courteous to customers. It sticks to a golden rule that thoughtful and considerate treatment of others pays off sometimes in unexpected ways.
This video by Dartnell, based on a story of an elderly woman who visits a hospital and treated rudely by three service employees, it demonstrates to customer service employees how to be kind and courteous towards your customers.
Through this video Dartnell throws light on employees who works with the public and how can they improve their attitude towards customers. A gift from Mrs.Timm portrays typical job situations based on real life. Dartnells video shows that how service employees can win their customers and their loyalty.
The purpose of this video is all about motivating employees and increasing their understanding of others. A gift from Mrs.Timm reveals that customers are the most vital asset of an organization. Without them, service employees would not and could not exist in a business. When service employees satisfy their customers, customers not only help service employees grow by continuing to do business with them, but recommend to friends and associates.
Dartnell has done an excellent effort to make service employees understand that treating customers well by meeting their needs indicates a prolong association of customer with an organization through A gift from Mrs.Timm. It also conveys that its customers who adds value in an organization.
Dartnells DVD will work wonders for those service employees who deals with public on a daily basis and wants to maintain their existing customers while adding the new ones. Therefore, if you are a service professional and want to win your customers then A gift from Mrs.Timm by Dartnell is indispensable for you. Just log on to Dartnell and buy this DVD now!
Here is an oxymoron for you: Some of the best Yoga teachers are great listeners. This is a general guideline for Yoga students who aspire to teach some day. Listening skills, in Yoga, start when you take your first class, as you learn by hearing, watching, and doing.
The Yoga student who learns predominantly by listening will be able to verbally communicate the finer techniques to others in the future. This is not to say that other methods of learning have less value, but a skilled Yoga teacher must be a communicator and be able to reach into each individual students mind.
Therefore, not all Yoga students can learn from you in the same way. Some will learn by listening carefully to your cues, others will gain more from an assist, and some will be able to copy just by watching. As a Yoga instructor, you still have to be a good listener when it comes to all of your students questions.
Most Yoga teachers do a good job with handling student questions. However, here is something to think about: Do you try to clarify why a question is being asked? Consider that your student may not be clear in his or her communication skills and you need to get to the heart of the matter.
The motivation behind a question is more important than the question itself. You dont want to waste your time giving unrelated information before, after, or during a Yoga class. So, get a clarification about what you are being asked, and learn why your Yoga student is truly asking you this question. This will benefit the both of you and avoid wasting your students time, as well.
If a student asks you a simple question, with a yes or no answer, you can still find out the motivational source by saying, Yes, but why do you ask? This technique is really that simple, and you may find the question is much deeper than you originally perceived.
Another mistake some Yoga teachers make is handling a question defensively. Your student thinks enough of you to ask for your opinion and is interested in your answer. If he or she had no respect for you, your opinion would not be important. Now, whether you perceive an objection or not, you should ask for a clarification before answering.
There is a positive side to all of the questions your Yoga students ask, but you must clearly see the motive behind the question in order to give the best answer. The bottom line is: Even though you are now at the front of the Yoga class, your listening skills must be better than your best listeners in your class.
Copyright 2005 Paul Jerard / Aura Publications
If there is one thing that is constantly being researched on the internet it is how to improve the customer service of a business. That said; this article is in reference to the auto repair shops and how they can improve their customer service.
Customers visit repair shops for various reasons. For starters, if a customers vehicle is involved in an accident then a visit to the shop is a must. Vehicle maintenance is another issue. Car owners have been known to frequent repair busineses for routine check ups for their cars. There is also the fact that auto repair shops sell spare parts and other vehicle accessories that might come in handy during travel emergencies especially if the car is about to travel for long distances. These are just but a few reasons why auto repair shop visits are not likely to cease.
While these visits are not likely to nose dive any time soon, one must agree that the level of competition is definitely on the rise. With the increase in the number of cars on the roads, auto repair shops have similarly responded and are popping up at an increasingly alarming rate to cater for this rising car population. That said; some that used to have a lot of clients are suddenly noticing a drop in their customer numbers. This brings us to our main point auto repair shops need to improve their customer service if they are to safeguard their businesses from going under due to increased competition. Sometimes all it takes is a satisfied customer to spread the word and before you know it hundred of others are flocking to your center.
So, how can auto repair shops improve their customer service? One investment that auto repair shops can choose to boost their customer service is by using an online appointment scheduling service. This is just a fancy word for online scheduling software and online booking systems. This is a relatively new concept that has been in the market for just a few years and hence most businesses are not aware of it. It is a system which can be easily incorporated into your website design. An online booking system helps the customers to be able to book their appointments online without having to do so personally or through another media. It is especially beneficial since there are a lot of devices that customers can use to connect to the internet with.
There are several benefits that come from using online booking systems. Apart from the fact customers dont have to personally show up to book an appointment, customers can book an appointment at any time of the day, there is maximum privacy of all transactions plus is there is no inconvenience of double booking. With the online booking systems customers are actually guaranteed that they will receive service at the time they have been allocated.
Auto repair shop management should seriously take this into consideration. Scheduling software and appointment scheduling services have been shown to have a positive impact on car owners. Just ensure that when you decide to incorporate these services into your business that you choose the right service provider.
Visit online booking system. Discover how your website can become your 24-7 receptionist with a new ‘Book Online’ system. Get more information here online scheduling software.
Effective communication with your young child doesnt just happen. As adults, we need to set the stage. In previous articles weve discussed that talking and listening are important. We also talked about the importance of sharing our adult control. There is another area to consider: focusing on strengths.
When we focus on the strengths of young children we encourage and support them in ways that opens up the channels to effective communication. We set the stage for children to want to communicate with us because we are building trust and establishing an emotional environment that is conducive to exploration and developing confidence.
What do we mean by focusing on strengths and how do we accomplish this?
Focusing on a childs strengths means that we pay attention to what the child CAN do instead of looking at what the child cannot do. It means that we encourage what the child does well instead of worrying about the areas that are perhaps not developmentally on schedule. It means that we understand that although children pass through all the same developmental milestones they do so at varying rates. Your child may learn to read in pre-school while your neighbors child may learn to read in second grade. Both are ok. It means we measure a childs development according to his own pace instead of going by a pre-set scale. We respect individual differences and levels of development.
How do we accomplish focusing on strengths? We simply look for those strengths and support them. We have learned the importance of observing and listening in the first article of this series. Now we use those observation skills to note what our childrens strengths are.
For example, you know that your pre-school child loves drawing and painting but she isnt writing her name yet, even though her classmates are. Instead of panicking and having her trace her name ten times a day, focusing on her strengths would mean that we support her love for drawing, painting. As she continues to paint and draw she will actually strengthen all the skills needed for learning to write. Painting and drawing are actually pre-reading and pre-writing skills so as she practices these she is moving towards writing. She is strengthening her small motor skills and her visual skills and forming beginning letters in the squiggles of those drawings and paintings. That is how writing is formed.
Another example: your toddler is crawling around everywhere. However, your older daughter was already walking at this age. Instead of pulling your toddler up onto her feet in an effort of getting her to walk simply let her crawl as much as possible. Give her more practice crawling and when she is ready she will begin to stand and walk. By crawling she is strengthening her large motor skills and when she is strong enough she will stand and walk.
Consider this adult analogy: Imagine that you are taking a beginning class in cooking. Youre pretty good with scrambled eggs and you can make toast and coffee but youve burned every cake you ever tried to bake and your pot roast isnt really edible. You put yourself in this cooking class ready to learn the next step towards good pot roast and the teacher comes in and asks you to make a three course French gourmet meal.
How do you think your meal would turn out? How do you think you would feel in the process? I dont know about you, but in that situation, I would definitely feel overwhelmed – and incompetent besides. I might be tempted to leave that class and vow to eat in restaurants the rest of my life. I certainly wouldnt be terribly excited about continuing my exploration of the world of cooking.
This is exactly the experience we dont want our young children to have. We dont want to discourage them by asking them to do what they cannot do. We dont want them to lose their natural enthusiasm for exploring and learning about their world.
We do want young children to feel confident, successful, curious, and eager to explore their world and we want to establish a lifelong love for learning. We want them to be confident and to feel successful. This is accomplished by accepting their strengths. It is accomplished when we use those strengths as a foundation for moving on to the next level of growth.
When these goals are established, young children will experience a world where they want to communicate. This is the environment in which they will develop language and where we can talk effectively with our young children.
While recently reading a post entitled -Social Selling Beats the Collector Every Time-, by Bill Rice, I began thinking about a former position I held as a Credit Manager, and how the practices I employed then are very similar to those being used to build successful customer communities today.
The company I was employed by provided parts and repairs for multi-axle vehicles and heavy equipment via eight branches statewide. When I was brought on board as the Credit Manager, my main objective was to reduce their over 90 day delinquencies which at the time represented 30% of their outstanding receivables. They wanted the monies collected and terms tightened, while attempting to retain the customer’s future business whenever possible.
I knew that meeting these goals and objectives was going to require a balance of various strategies. A rigid, singular, -pay up or else- approach may have collected the receivables, but it would not have met the objective of customer retention and could have been potentially damaging to the company’s reputation in the marketplace.
Below are some of the practices that I feel not only enabled me to successfully reduce the over 90 day delinquencies by 20% in one year, but also were instrumental in preserving the loyalty of those accounts, even if it meant doing business on a C.O.D. only basis.
Emotional Intelligence & Curiosity – My customers were hard working people, trying to make a living & build a name for themselves. I respected that, and could relate on an emotional and business level. I listened to their suggestions, concerns and struggles so I could understand their businesses and individual situations.
Product Knowledge – I gained working knowledge of my company’s products & services, as well as the business climate for that industry.
Approachability – My customers knew they could pick up the phone or come upstairs to my office anytime and talk to me about their accounts, their families, or the weather.
Creativity – With the knowledge and understanding of their business needs and obstacles, I was able to come up with creative ways to assist them with getting the services they needed from my company while reaching payment arrangements amicable to both parties.
My role at this company was a pivotal one, much like that of an online or offline community manager. My primary function was to -sell- the customer on the idea of paying their account on time or bringing it out of arrears. I frequently assumed the role of customer service agent, at times advocating on behalf of the company and other times on behalf of the customer depending on the issue. Taking the time to foster healthy relationships within the customer community helped to build trust. The company’s commitment to providing quality work and their concern over satisfaction and retention, earned them a loyal, repeat customer base.
Progressive companies understand that today’s technologies allow them to connect with consumers like never before. Zappos, Tom’s Shoes and Whole Foods, are excellent examples of retailers who listen, experiment, adapt, and successfully leverage the power of social media. They have found the -balance- needed to build large, loyal and influential customer communities. Spend some time observing them and you will see that their strategies include many of the practices I outlined above. They make community participation an inviting, informative, fun and enriching experience, and by doing so bring value to their brand and customers to their stores.
Social Networking and Client Communities are becoming an integral part of disseminating Investor Relations materials. More info. here
Technical issues are present in any business which must be handled with care. It is important to have accurate systems in businesses for doing proper communications and troubleshooting. Avaya Aura Communication Manager and CM Messaging – Embedded Maintenance and Troubleshooting Exam is set for checking ability of candidates related with solving of different types of problems.
Communications must be maintained inside any business in order to get the best results. All types of messages must be delivered to the desired recipients through communication systems. Problems keep on occurring inside any business. Problem solving techniques must be used for solving all types of problems in a short time period.
Companies are in need of those professionals who can manage all the cases in routine life of businesses and handle them for good results. If you are willing to act as a manager in a top class company then you must apply for 3101 exam. This exam is set for making sure that candidates are able to used advanced modes of communications. Techniques related with problem solving are checked through case studies which are asked in this exam.
Candidates are required to provide conceptual answers to all the questions which will check their abilities related with problem solving. Those candidates who have obtained good grades in this exam could apply for managerial positions in top class companies. Managers are responsible for routine communications of businesses and handling of matters.
Avaya Aura Communication Manager and CM Messaging – Embedded Maintenance and Troubleshooting Exam can check the ability of candidates for solving different types of problems which could occur inside businesses.
Proper channels of communications must be maintained inside businesses for making sure that interactions are of a high level. Through routine communications inside businesses it is easy to deal with day to day activities.
Routine problems in businesses could be solved by managers if they possess the required skills. Online exams are used for checking the skills of candidates who are willing to act as managers. 3101 exam is set for checking the skills of communications and interactions of candidates. Skills related with solving the problems of businesses and maintenance of systems are also checked through this online exam.
Many questions are set in this exam, which are asking conceptual points from candidates. It is good to consult many sources for making preparations for this exam. Online modes are helpful in getting sample questions which could be asked in this exam. If you are willing to act like a manager in any big company then you must get your certification after passing Avaya Aura Communication Manager and CM Messaging – Embedded Maintenance and Troubleshooting Exam.
This online exam will check your understanding about communication systems and your ability to deal with different types of situations in businesses. You must properly manage your time for passing this exam. Good marks in this exam will make sure that you are well qualified for acting as a manager in any good company.
There are many companies which are requiring services of managers who are highly qualified and well trained. Through online examination systems any company can find the best and most qualified professionals and recruit them for getting top class performance.
All potential certified public accountants (CPAs) must pass the four-part CPA exam before they can actually become a CPA. Currently, three of the four CPA exam sections include written communications tasks (the BEC section does not contain any writing tasks), but in the new 2011 CPA exam, all written communication will be moved out of AUD, REG and FAR and put in the BEC section only. Some test takers may get a little freaked out or nervous when they find out that they’ll actually be expected to write during the exam. You don’t have to be a prize-winning writer to score points on the written communication tasks, however. Read on to learn more about the written communication portions of the CPA exam.
The written communications tasks are designed to test your ability to create professional business documents. To earn points on written communications questions, test takers must read a description of a realistic scenario or situation and write a document that responds to that situation using proper grammar and punctuation. For example, the question may require the test taker to write a business letter, memo or other document to a hypothetical client concerning a situation that a certified public accountant might encounter in everyday business. The type of document the candidate must write is specified in the question, and is formally called a “constructed response.”
Written Communication Scoring
While the rest of the questions on the CPA exam are graded with automatic scoring, written communications are reviewed and scored by a network of readers who are actual certified public accountants. Each written constructed response is scored according to relevancy, organization, development and expression.
In the first stage of scoring, the constructed response is read to determine if it stays relevant and on topic overall. For that reason, you’ll want to confine your writing to only the topic at hand. Try to avoid showboating, adding a lot of extra information, or going off on tangents. You won’t be given any extra credit for writing about more than what’s required, but you can lose points for straying off-topic.
If your written communication maintains a consistency of topic in the first stage, it then passes on to the second stage of scoring. During the second stage of scoring, the written communication is scored on organization, development and expression.
Make sure your document has a definite beginning, middle, and conclusion. Start your writing with an overview describing the purpose or objective of the document, and then ensure that the following middle paragraphs support this overview. All paragraphs should fluidly lead into each other as well. In your conclusion paragraph, summarize the key points of the document and reiterate the main purpose of the document.
Display that you have extensive knowledge of the subject by providing clear and concise details, examples and definitions in your written communications.
Always use correct spelling, grammar, punctuation, and word choice; your constructed response must exhibit a clear understanding of standard professional English. The exam software includes a basic word processor which features a spell check function. Be sure to use spell check, but don’t rely solely on this tool. Always manually proofread your work as well to check for errors.
– Be concise and stay on topic; avoid writing more than necessary.
– Don’t get too verbose or wordy; stick to basic vocabulary for best results.
– Ensure that each paragraph in your constructed response serves a purpose in establishing, supporting or summarizing your answer to the question.
– Do NOT use diagrams, bullet points, abbreviations, or other short-cuts.
– Do NOT use run-on sentences or fragment sentences.
– Create an outline with your basic ideas first, and then go back and flesh them out.
– Be conscious of your time limit, but stay calm. You won’t do your best work if you’re stressing out.
This is simply a brief overview of the written communications section of the CPA exam. A proven CPA exam review course can provide even more tips on written communications, as well as the other sections of the exam, and help you achieve your goal of passing the exam and becoming a certified public accountant.
It will wrong to assume that the callers dialing up the customer service call center are the only ones who face a problem at this department. The agents working at the call center customer service have to deal with tricky situations all the time. It is up to the agents and how they deal with the customers that make customer service call centers a success. The soft skills, the patience and the tact displayed by the agents win the game. No customer service outsourcing unit can train the agents for the job that awaits them. Its only by spending a few hours at the phone lines can the agents find out what actually is needed when they work at outsourcing customer service units. In this article, we will take a closer look at the woes that await an agent.
The primary problem faced by an agent at the customer service call center is that of bogus callers. There will be numerous calls from callers who have no interest in making a purchase. They call the call center customer service because the number is toll free. These bogus callers do not have the required financial ability to make a purchase. The agents manning the phone at the customer service call center cannot convince them to buy anything because they dont have the means. Making an effort is futile while receiving such calls adds to the expenditures of the customer service calls centers. The agents need to make use of screening software and avoid taking the calls. Sometimes they might end up taking such a call but have to get out of the call as soon as they can without offending the caller.
After the problem of bogus callers comes the problem of tech-challenged callers. The customer service call center agents have to be particularly careful about handling these customers. They are serious consumers and much needed for the brand to earn revenues. The only hitch is that they dont understand technical matters as quickly as you would want them to. The customer service call centers have to be patient with them. The agents have to explain things carefully and also ensure that the caller has got the information being conveyed. You might have to repeat the instructions several times before the caller finally feels confident that his question has been answered. The call center customer service agents have to be careful that such calls are completed successfully without stretching the call length.
No call center customer service woe list is complete without talking about aggressive callers. The agents at customer service call centers have to tackle these callers every now and then. Agents are trained not to raise their voices against a caller, no matter what the provocation is. You have to remain calm and poised. Remember that the customer is important to the brand and retaining him is your job. There are warning bells that the call center outsourcing agent can ring. Disconnecting the call could be the last resort but the aim should be to take the call to a productive conversation.
Most employees, business owners and managers are so close to the problems that they frequently miss whats right in front of their eyes. As a customer service consultant and trainer I frequently get to come in to help pick up the pieces and get to see the causes behind the scenes.
What I see the most frequently is the technical staff, those that have created the products or services and understand it so thoroughly that they cant understand why a customer doesnt see what they see. The usual result is that the employees say Stupid customer when they should be asking why the customer is even asking for help.
Lets look at an example:
I was recently working with a client who said he was getting frequent calls from customers saying they couldnt download files from the website. Every time he looked into it the employees assured him that everything was working. When I looked at the emails there were 4 or 5 that basically said Cant download file xxxxx.pdf. [More than one would indicate there is likely a real problem, or an misunderstanding on how to do it.]
The employee checked the download. It worked for him so his response back to the customer was It works here. A CYA answer, internally focused. Not a hint of getting what the customer wanted, the files.
After sending several emails one of those customers sent an email to the president asking why they had not gotten the problem resolved. The president looked into it, got an assurance from the employee that there was nothing wrong and that this was one of the really stupid customers that didnt know how to download. So, the president let it drop based on the employee’s assurances.
Lets analyze what just happened.
A customer said he couldnt download files from the website. Do you see that the customer wanted the files he had tried to download, and he had even offered assistance. But he got no help at all to get what he wanted…the files.
The website had been set up to deliver a series of sales steps to customers starting with the free PDF files they were trying to download. If the customer doesn’t get the files, Id say 98% of the customers went away in the first 3 seconds. That basically says that these 4-5 customers represented about 250 potential prospects, with 245 of them going away. The employee should be trying to find out why a customer was having the problem instead of Works here which only aggravated the customer.
There are two clear issues missed here:
Not meeting the customers needs (getting the files). Help your employees to always look at it from the customers perspective before they respond. Always deliver what the customer was looking for before taking any other step. If you dont know what the customer wants, ask, and then deliver.
Not resolving the problem. Even though it had been checked by an employee he was so used to push this before pushing that while standing on the left foot that he wouldnt recognize a problem that was caused by someone standing on the right foot while pushing the button. And, believe me, if 4-5 let you know there are others out there having problems and youll never know it.
When I checked the website statistics, the website had thousands of viewers on that page, and no one had yet downloaded a single file on that page. Does that say something?
And, of course not one person had ever called to buy that product from the website.
What would happen if we looked at this from the customers viewpoint?
First, the customer had actually tried to download something from the website that HE WANTED. But the response he got appeared as I checked my work at this end, Ive done my CYA and Im covered. Not a thing mentioned about the customers need.
A better answer from the employee might have been,
Thanks for notifying us of a potential problem. Ive attached copies of the files you requested in the email. [Gave the customer what he wanted]. Sorry you were having trouble. Were looking into it. If we called you would you help us understand why you were having trouble downloading so we could prevent the problem for other valued customers? You would be a big help to us. Ill even send you a free xvxvxvxv for your troubles. Thanks!
Do you see how different that is. First it meets the customers needs, and 2nd it attempts to resolve the customers problem, and the companys.
We all know that the population of elderly people is growing. We also all know that many of the next elder group will be made up of baby-boomers like me. Did you realize that from the year 2000 until the year 2006, there has been a 200 percent increase in population of persons 65 years old or older (U.S. Census Bureau, U.S. Interim Projections by Age, Sex, Race, and Hispanic Origin, Washington, DC).
It is also estimated that the elderly in our country visit their doctors on an average eight times per year. The rest of the population make doctors visits on average five times per year (Alliance for Aging Research, 2002). This means that we should anticipate a greater overall need for care in the elder population. Communication with the elderly is certainly of great importance in the provision of care.
Communicating with our elder population can be challenging. Unlike children, the elderly present us with a very heterogeneous group. They bring with them many years of vastly different types of life experiences, requiring care providers to listen and understand each elder person’s view of the care process. You should be aware of cultural differences and influences on the care recipient that affect their perspective of not only aging, but the care process.
The elderly may have had physical changes that have affected their ability to communicate as they once did, such as hearing loss, vision loss, memory loss, and speech projection. Remember that although communicating with an elder person may be more challenging than with others in the population; it is worth the effort to improve their quality of life.
We should also be aware of the elder person’s needs, such as the need to reminisce and grieve. As the elder ages they are often forced to give up certain activities that have been instrumental in how they value themselves. For example, many elder people have difficulty adjusting immediately after retirement. Their life and their view of themselves may have been directly linked to what they did for work. That loss can be devastating.
Friends and family members begin to die causing a feeling of sadness and grieving. And, as the elder’s own health declines, they may see their independence decline also. All of these factors, and the grieving process, may lead to depression, withdrawal, and a change in personality (i.e., irritability). It is important to understand this aging process, the factors that may affect the person during this time, and ways to help with effective communication.
A few tips for better communication are:
— Always face the person you are speaking with.
— Reduce external interference, such as television noise.
— Let the person see you when you are speaking with her.
— If necessary, slow your speech down and speak in a normal tone.
— Don’t ask too many questions at one time.
— Don’t hesitate to repeat words if it helps the elder to understand.
— Use physical responses to comments by the elder. For example, nodding your head when you agree with what has been said.
— Always try to be friendly and non-argumentative.
Communicating in general takes work. Communicating with our elders may or may not take more work than with the general population, but it should be viewed by our care providers as worth the effort. Patience, understanding, and lots of caring should make for solid and rewarding communication with our elders. Remember: practice makes perfect.
If there is one outfits brand that may meet your expectations, color and style sensible , it really is Affliction. Their popular trademark is blend of the right colors themed with artwork and counter culture. Whenever you put on their T-shirts, your personality immediately shows and you will by no means get unnoticed due to the lively colours and styles. For anyone who is fed up with sporting dull , dull clothing items, then allow Affliction dress you through their vast wide variety of styles, have your outfits merchandise personalized generating it look special and allow a whole new frame of mind in you show.
Affliction is also identified for showcasing intricate designs on their shirts that include work of art with visible particulars. You are able to select from their different models and wide range of sizes generating sure that every person will get the experience of owning an Affliction shirt. Although you put on this shirt, you are sure to capture the focus of passersby and also you can absolutely stand out even in a million of crowd. Other people will feel insecure for the shirt tends to make you appear great and fresh. Their clothing assures premium top quality due to the fact they’ve superior texture and are made from 100% pure cotton materials. This tends to make Affliction distinctive from other manufacturers of garments that you simply can locate in the market nowadays.
You’ll be able to even find reversible shirts and its like getting two shirts with a single cost. Nearly all of their consumers are making the most of since their amount of washing is reduced and it also consumes lesser room. Their shirts are unique goods that’s why they obtained lots of respect and awareness within the marketplace. For people who tend not to possess the luxury of time, they certainly need this type of convenience.
Their shirts are also exclusive and favored by quite a few consumers due to its gentle texture thus reducing the feel of friction. Customers are comfortable using the good quality from the shirt. Affliction is generally employed by fighters. They locate these garments desirable within their training sessions and even in the course of competitors. Affliction t-shirts enable players to remain cool within their actions and this may consequently give them the advantage to remain focused to the game.
Affliction understands your individual designs and choice in color which is why they make it a stage to develop shirts with all spectrums of shades to suit your private wants and tastes. There’s a wide selection of masculine colors for example black, blue and gray. You are able to also find lengthy sleeve styled and hoodies that perfectly suits your sport activity and weather conditions.
They’re favorite clothing manufacturers of most sports fanatics mainly because you will find constantly apparel that fit their favorite actions and training sessions. Affliction also includes distinctive attributes that you simply cannot find with other makes of outfits. They mix high quality with vast garments selection, persona, convenience and assured quality. The manufacturers won the heart of their customers and arrive at incredibly distinctive styles that make fashion statement.
If your employer has cheated you out of overtime wages you may feel intimidated and helpless, as if there is nothing you can do to get your money. You may be afraid that if you take action, you will be fired or demoted and that it will hurt your chances of getting another job. When employers cheat employees out of overtime pay, they are breaking the law, and you have a legal right to compensation without retaliation.
Federal law requires employers to pay overtime wages
The Fair Labor Standards Act, and many state laws, set standards for overtime wages. Overtime is any work performed in excess of 40 hours during one week. By law, you are entitled to one and a half times your normal hourly rate for all hours worked over 40 hours in one work week.
For example, if your hourly wage is $10 per hour and you work a 45 hour week, you are entitled to $10 per hour for the first 40 hours and $15 per hour for the five hours of overtime, totaling $475.
How companies make big profits by cheating you -just a little bit-
Some companies believe that if they cheat each employee just a little bit, they can get away with it because no one will go to the trouble of fighting it. If your employer cheats you out of $25 here and there that you have earned for working overtime it may not seem like much. Multiply that by hundreds or thousands of employees, and you can see just how much large companies have to gain by cheating employees out of overtime pay. When you let it go because you don’t think it’s worth the hassle, you prove to them that the scheme is working and they continue to cheat their employees.
Tactic companies use to cheat you out of the money you earn
Some employers use the direct approach, bullying their employees. Most are sneaking, using complicated pay schedules to obscure where and how they are cheating you. Common tactics employers use to avoid paying overtime include:
Forcing or intimidating you into working off the clock
Requiring you to perform tasks before clocking in or after clocking out as preparation, clean up, or shut down activities
Refusing to pay for -unapproved- hours
Automatically deducting hours for lunch and breaks even if you worked during that time period
Refusing to pay for short breaks (less than 30 minutes) or combining the time taken in short breaks to total 30 minutes or more
Carrying overtime hours over into the next week’s hours
Falsifying time sheets
Misclassifying you as exempt from overtime
Issuing a check paying your overtime hours at your regular wage and hoping you either won’t notice or won’t say anything
If your employer is cheating you out of the money that you have earned, you need the help of an experienced employment attorney, especially if you work for a large corporation. These types of cases are complex and can be a difficult battle, but they can be won, as was recently the case with Wal-Mart cheating its employees.
Employers who short you on overtime pay are breaking the law and stealing from you and your family. If your employer is cheating you out of wages you have earned, talk to an experienced employment attorney today.
Customer loyalty programs were first implemented on a wide scale basis by S&H Green Stamps in the 1930’s. Consumer purchases were rewarded with stamps which could be redeemed for products. In the decades since, companies of all sizes have sought to replicate the success of the Green Stamps project. The creation of compelling promotional incentives triggers a response within a company’s customer base.
There is promotional risk involved. Potential cost overruns, incentives which fail to trigger the intended response, and poor audience targeting threaten to impede the success of any customer loyalty program. But, such risks can be managed. If designed and executed well, promotional incentives can improve customer goodwill and loyalty while introducing a company’s products to an expanding base.
Link The Promotional Incentive To The Product
Companies launching a customer loyalty program should create a promotional incentive that is related to their main product line. For example, coffee shops often give customers a “buy 10, get 1 free” card that can be used for a free cup of coffee. In this case, the consumer intuitively understands the connection between the incentive and the main product.
To contrast, let’s suppose the coffee shop creates a customer loyalty program that offers a free 30-minute tanning session with the purchase of 10 drinks. The connection between the main product and the promotional incentive is severed. It creates a disconnect in the mind of the customer. As a result, it may fail to generate the anticipated level of consumer response.
Inject Perceived Value Into A Customer Loyalty Program
One of the interesting psychological effects of a customer loyalty program is the tendency for consumers to value the promotional incentive outside the bounds of monetary value. To illustrate, let’s return to our coffee shop example. In the case of a free cup of coffee, it is reasonable to assume the incentive has a monetary value of $2. However, a $2 rebate offered after 10 purchases would be unlikely to generate an increase in business. Customers are more inclined to consider the “value” of the free coffee based upon the experience they anticipate while enjoying it.
This works to a company’s advantage. A customer loyalty program can be designed to deliver a high perceived value to consumers while yielding a respectable ROI for the business.
A Customer Loyalty Program Is An Investment
Depending upon the type of promotional incentive offered, its path of introduction to the target audience, and the manner in which it is delivered, results can require time to materialize. It may be unreasonable to expect a customer loyalty program to yield an immediate ROI.
That should not dissuade businesses from exploring how such a program can be integrated within their current marketing strategy. The fact is, a customer loyalty program should be viewed as a long term investment. It can be crafted to deliver high perceived value to consumers while generating a boost in sales and goodwill over the long run. For companies who implement these programs, the investment can yield dividends for years.
In intense consumerism of today’s world, the product parity & disparity has become a common phenomenon. No thing is like that which is not prone to wear and tear. In order to give instant support, there is customer care center. The customer care is a call for immediate service in pressing demand. That turns out to be a helpline number giving spontaneous oral exam over a landline or mobile phone. This provision for customer service is to be obtained before, during and after purchase of a product.
In a broad-spectrum, customer care is a system in any business base in all purposes. This is to be structured in order to improve customer satisfaction by evolving a series of activities. The customer support carefully looks in to the matter and sorts out issues. Their assistance helps a lot and suggests how better one can use one’s products like technology, travel and varied trades.
Typically, the customer care support unit of an organization works on planning, installation, upgrading, disposal of a product, giving training, maintenance and trouble shooting of varied range of products i.e., mechanical, electronic and software products.
Many companies operate their respective toll free number. They have also attempted to put feedback into practice in order to receive consumers’ views. Their comment-caption options prove to be useful for companies in rule and they set in improving their services by giving necessary support to their consumers. This is the way how most companies ramp up in customer retention and get better in returning consumers for the next time.
The unit i.e., customer care is always a prime consideration for a business. The core element draws up plans for customer information. This unit dedicatedly works to gather information from various sources. Each business needs, be it airlines, appliances, automobiles, banks, transport, consumer goods, financial institutions, factories, train or other customer services, to deal with varied situations successfully. If complaint is handled effectively, the customers turn out be remained loyal to the company forever. Therefore, it becomes rather imperative for the company to handle customer complaint courteously and sympathetically. This is one of the best ways to stay ahead of the competitors.
Essentially, customer care service is provided by a company representative or by an automated mechanical device e.g. Internet. The former is a generic job title providing answers to inquiries involving a company product, price and service. The latter service provider, that is the internet, provides customer service 24×7.
Moreover, several companies are also managing their customer records using a database or customer relationship management software in order to establish a customer-care policy.
Consequently, customer care has now started to integrate new communication channels such as social networks. They provide specialist customer service to clients in a view to grow in the future.
Be it purchasing a hot product from a high street shop or going on for a holiday with a package obtained from any leading travel portals, the customer care is always there to help you out. Call the customer care number, if necessary.
Author is a famous writer on travel and written many articles on customer care number and customer service number. Many articles on toll free number, customer service number ,customer care are published on online blogs and articles sites.
Todays call center technologies and reporting packages make it easy to capture copious amounts of performance data. Most call center managers can tell you everything from last months average speed of answer to yesterdays average handle time. But what does it all mean? If my abandonment rate goes up, but my cost per call goes down, is that good or bad? Is my call center performing better this month than it was last month?
Despite all the data that call center managers have at their fingertips, most cannot answer a very basic question: How is my call center performing? Perhaps worse, many call center managers are unaware of the critical role beyond mere measurement that Key Performance Indicators (KPIs) can and should play in the call center. This includes the ability to track and trend performance, identify, diagnose, and correct performance problems, and to establish performance goals and assign accountability for achieving the goals.
In this article, MetricNet (www.metricnet.com), a leading source of online benchmarks and a pioneer in call center benchmarking, identifies and defines the five most important performance metrics for customer support call centers. They provide benchmark ranges for these metrics, and offer a creative approach for combining these metrics into a single, all-inclusive measure of call center performance.
The Mighty Power of Metrics
Many of us have heard the sage advice You cant manage what you dont measure. This is particularly true in the call center, where effective performance measurement is not just a necessity, but a prerequisite for effective decision-making. Despite the widespread belief in this statement, few call centers use KPIs to their full potential. In fact MetricNets research, gathered from literally thousands of call center benchmarks, suggests that the vast majority of call centers use metrics to track and trend their performance but nothing more! Unfortunately, in this mode, a call center misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs.
The true potential of KPIs can only be unlocked when they are used holistically, not just to measure performance, but also to:
Track and trend performance over time
Benchmark performance vs. industry peers
Identify strengths and weaknesses in the call center
Diagnose and understand the underlying drivers of performance gaps
Prescribe actions to improve performance
Establish performance goals for both individuals and the call center overall
In short, performance measurement and management is a critical discipline that must be mastered for any call center that aspires to world-class performance.
The Five Most Important Call Center Metrics
The average customer service call center tracks more than 25 metrics. This is a classic example of quantity over quality, where call centers falsely assume that they are doing something productive and good by tracking all of these metrics. The vast majority of these metrics, however, are only marginally relevant at best! The five that really matter are as follows:
Cost per call
First Contact Resolution Rate
Aggregate Call Center Performance
These five metrics represent the 80/20 rule when it comes to call center performance: 80% of the value you receive from performance measurement and management in your call center can be derived from these five simple metrics!
How do we know these are the most important metrics? Is it a hunch? Suspicion? An academic exercise? No, its none of the above. We know that these are the five metrics that matter most because the empirical evidence from more than a thousand call center benchmarks supports this conclusion. But let us explain why these metrics are so critically important.
One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on an ongoing basis. In fact, many would argue that cost and quality are the only two things that really matter. In a call center, the most effective cost metric is cost per contact, and the best indicator of quality is customer satisfaction. With this premise in mind, its relatively easy to come up with the next two metrics on our list: First Contact Resolution (FCR), and Agent Utilization.
Earlier in this article, we talked about the importance of using metrics as a diagnostic tool to improve performance. So we have to ask ourselves, if customer satisfaction is one of the foundation metrics in the call center, how can we affect it? How can we improve it? Put another way, if customer satisfaction is suffering, what is the diagnosis?
Well, it turns out that customer satisfaction is affected by a whole range of other performance variables, including Average Speed of Answer (ASA), Call Quality, and Handle Time, to name just a few. But the single biggest driver of customer satisfaction by far is FCR! Nine times out of ten when customer satisfaction needs to improve, this can be achieved by increasing the FCR. This is why world-class call centers pay so much attention to this metric. They engage in a variety of tactics to continuously improve FCR, including agent training, investments in knowledge bases, and agent incentives tied to improvements in FCR.
But what about Cost per Call, the other foundation metric in the call center? It is common knowledge that labor, i.e. personnel, is the single biggest expense in the call center. In fact, for the average call center, 67% of all costs are labor related: salaries, benefits, incentive pay, and contractors. By definition, then, labor costs are the greatest lever we have to reduce the cost per call.
The best measure of labor efficiency is agent utilization. Because labor costs represent the overwhelming majority of call center expenses, if agent utilization is high, the cost per call will inevitably be low. Conversely, when agent utilization is low, labor costs, and hence cost per call, will be high.
We have now discussed four of the five metrics that are most important for managing a call center. What about the fifth metric? What is aggregate call center performance, and how do we measure it? Can a single measure really tell us the overall performance of our call center? The answer is yes, but as the name suggests, it involves aggregating a number of measures to come up with a combined score for call center performance.
MetricNets research shows that establishing a single, overall score for your call center is critical. We call this measure the Balanced Score because it truly does communicate a balanced picture of call center performance. This is a mechanism that utilizes the key measures tracked in a call center, including such things as cost per call, ASA and call abandonment rate, and rolls them into a single, aggregate measure of call center performance.
Most call centers commit two major mistakes when it comes to performance measurement: 1) they track too many metrics, and 2) they do not exploit the full potential of their performance metrics as a diagnostic tool.
In this article we have shown that you can effectively track and trend your call center performance using just five KPIs. The two foundation metrics that every call center should track on an ongoing basis are Cost per Call and Customer Satisfaction. The next two metrics in the top five are the ones that have the greatest influence on cost and customer satisfaction: Agent Utilization and First Contact Resolution. And the final metric, what we call an aggregate metric because it provides an overall measure of call center performance, is the Balanced Score.
These five metrics not only allow you to effectively measure your call center performance, but they enable you to:
Track and trend performance over time
Benchmark performance vs. industry peers
Identify strengths and weaknesses in the call center
Diagnose and understand the underlying drivers of performance gaps
Prescribe actions to improve performance
Establish performance goals for both individuals, and the call center overall
When it comes to call center measurement and management, less really is more! By tracking just five KPIs, and using these KPIs diagnostically to affect positive change in the call center, the job of guiding your call center towards world-class performance can be greatly simplified.
Due to space limitations, this article barely begins to scratch the surface on the topic of call center KPIs. For a more detailed treatment of this topic, the complete whitepaper can be downloaded from MetricNets website.
Are you an eBay seller? If you just recently became an eBay seller, you may still be learning the ins and outs of eBay, particularly how to make a profit. While there are an unlimited number of tips that could help increase your chances of making a profit on eBay, like detailed product descriptions and such, there is one way that is relatively simple; having an open line of communication with all of your eBay buyers. Although you may not necessarily think about it at the time, communication goes a long way when it comes to online business transactions, particularly on eBay.
When it comes to keeping an open line of communication with your customers or potential customers, there are three main situations that you should take advantage of. First, if you are selling a popular item, you may have a number of bids or even a number of questions. If your product description wasn’t very detailed, it shouldn’t come as a surprise to you to have messages from other eBay members seeking more information. While some of these questions may be good, valid ones, others may seem a little bit out in left field. In fact, some eBay member questions may leave you wondering if they even looked at your auction listing. Still, it is advised that you answer all user questions in a polite and timely matter. Doing so will increase the chances of your item or items being sold.
Once an eBay buyer has agreed to buy an item from you, whether it be through a traditional auction listing or a “Buy It Now,” sale, you will want to send your customer an invoice, showing the total amount of money that they owe you. After you have received payment, there is a good chance that you will box up the items sold and head to the post office. A great way to make a good impression is to send your customers an update email; an email that can let them know that their items were just shipped. Many eBay buyers like this because it gives them an estimated arrival time frame. Should you have purchased a package tracking number, you will want supply your customers with that information.
It is also advised that you follow through, within a few days or a week, to see if your customers received their items. You may also want to send a personal note asking them how they liked the items and such. One thing that you definitely want to include in a follow-up message is a thank you note. You will want to thank each of your eBay customers for doing business with you. You should also state that you hope to do business with them again. In today’s society, many consumers are not thanked for their business anymore, although many wish that they still were. Sending a thank you follow-up note will only take a few minutes of your time, but it is something that your customers will likely remember for sometime to come. As it was stated above, having an open line of communication may increase your eBay profits. Why you may ask? Well, you need to think of it from a consumer standpoint. If you could shop at two different retail stores, which both had the same products available for the same prices, which store would you choose? If you are like most consumers, you would respond with the store with the best customer service. eBay is no different. With competition increasing each day, you need to be able to set yourself apart from other eBay sellers. The best way to do this is to go the extra mile for your customers.
Keeping an open line of communication before, during, and after each sale will help give you a good, positive reputation among many eBay buyers. It will also likely result in return customers; customers who can help to increase your eBay profits.
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Think of the worst shopping experience youve ever had. Were you faced with ill informed or rude staff? Did they show a general inability or lack of motivation to serve? Was there apathy even at management levels? Poor customer service is the sole reason why the company you thought of has probably never received your custom again. Regardless of the product or service that your business delivers, if you havent invested in professional customer service training from an established skills training provider, then you could be turning custom away in exactly the same way.
One training consultancy takes an entirely unique approach to customer service training as theyve found that unique techniques achieve uniquely impressive results. This firm avoids stilted role playing methods where possible in order to inject a fresh flavour into employee training. However, as their extensive client base demonstrates, their bespoke courses still deliver the level of customer service expected by market leading businesses.
Theyve delivered courses for such names as NatWest, The Open University, Motorola, Abbey National and Standard Chartered. The diversity of these businesses also shows how specifically they can tailor their training courses.
Part of the service this industry leader offers lies in identifying weaknesses in your companys customer service. While in house training has value, its infinitely easier for an independent firm like them to locate broken links in the customer service chain; links that they repair rather than remove. Every employee is an investment, and good customer service training simply ensures that you get the most for this investment.
Ensuring that staff have good customer service training can help improve productivity and morale in other ways too. Employees who are more comfortable dealing with customers are more likely to engage in their work fully, leading to higher standards all round.
This premier company has made delivering their customer service training as easy as possible. Theyll come to you or meet you somewhere you deem suitable. Their trainers are friendly, professional and experienced, and their programs can be as little as two hours long to meet every need and budget.
With the tough UK recession continuing to test even the biggest of companies, it’s very important that your website and printed marketing material makes you stand out from the “Price Busting”, “Box Dropping” type companies. The service you provide may indeed be classified as a commodity, for instance the printing trade. This once was a trade where the quality of print varied vastly from printer to printer. However with advancements in full colour litho printing and full colour digital printing, the quality generally is much higher than it was in the past, and therefore has turned this once premium business into a commodity trade that people can buy online at bargain rates.
One of the best ways to help breakaway from the “online only” faceless websites and to get away from the problem of the commodity purchasing methods is to change your website in the following ways. Ensure your TELEPHONE NUMBER is prominent on EVERY single page of your website, along with your POSTAL ADDRESS. If someone has a list of 20 websites to trawl through, the one that has the best response opportunities AND is local to the customer normally shines through. It’s a proven fact that People buy People and feel more comfortable buying from someone that they feel they can connect with. Whenever possible, use real peoples names and photo’s of real staff members. When printers in Kent Popi first started using this technique, it put their sales into overdrive. When the customer rings up and then talks to the person they have just seen on the website, they get a personal connection. And the more the merrier, seeing the photo’s and names of the whole team helps build up the customers image of your company and the people they are buying from. Build in the fun factor, when people ring up and comment on the photo of the person on the site they are calling, say “yes that really is me, I felt like such a wally but it’s all good fun!” However, watch out for “How old do you think I am?” questions. One of the partners of www.popiprint.com asked this question was a little upset when the customer said “I reckon you’re about 50?” Being that he was only 39 years old, this did give the customer and also the rest of the Popi team a good laugh, and of course help forge a good (and fun) connection with the customer.
Using customer testimonials also helps. If a customer reads through your testimonials and sees a similarity between themselves and the customer testimonial they are reading, that also ticks a positive box.
Give it the humanised Wo Wo Wo effect! An automated system that pings up “free promo code you have been selected for a discount” is all very well, but if a human on the other end of the phone, or a personal Email (that does not smell of automation) comes across as genuine, says “Double check all the boxes on the delivery I’m sending you, as I’m going to pop a little choccy surprise in one of the boxes for you” (and then put TWO, bars in the consignment!). This Wo Wo Wo effect that exceeds the customers expectations, builds customer loyalty with a bit of fun.
The pen is mightier than the printer!, It may take 30 seconds longer, but a hand written note on a comp slip in with the delivery goes a long long way. “I hope you enjoy the book as much as I did, it really gets going around page 165!, Best wishes, Graeme”. I bet the customer will have a sneak peak at page 165 before they start the book.
Remember, be different and ALWAYS Wo Wo Wo the customer!
Before we talk about support service software we should realize what that is. This can be a computer program that guides items linked to client company, just like emails, calls, and so on. relevant to the goods or services provided by a company. Sales departments deal with the needs of buyer support. They manage many queries from clients on a daily basis. They also offer troubleshooting, tech assistance and plenty of other services recommended to their customers.
Answering services company Software program is created to allow paperless logging and prioritization of inbound difficulty calls from external and internal end users and customers. Live answering services company software program is any software program designed to enhance high quality, performance, or productivity inside a contact middle atmosphere. Attempt contact center software before you decide it. Purchasing live answering services company software is not like buying a credit application at your local personal computer retailer. The phrase middle application is turning into blurred now appears to become combining aid desk software program and CRM (customer relationship management).
Application is available on the internet on numerous websites which enable it to be procured from land-based outlets too. Hosted contact center software is just the thing for organizations with less than one hundred support services agents; when you have a big employees of agents, on-premise live answering services company solutions will likely be very best. An advanced mid-sized enterprise (101-2500), your contact center management software program really should have an automated phone distribution program and phone blending capabilities. Deciding on phone center software, contemplate its reporting, routing and response features; versatility and simplicity are essential.
Create client loyalty offering faster, responsive buyer make contact with. Client chat and reside tech assistance group are critical to on the internet customer satisfaction. Buyer requests might be serviced via mobile phone, while using the assist desk, or by technicians. Customer service software is now presently implemented in various techniques, by several businesses so that it gets to be vital to locate that package deal fitting your companies immediate wants. Develop client satisfaction by cutting wait around occasions with software live answering services company options. Hosted solutions, also referred to as virtual sales departments, are housed off page on vendors’ servers, exactly where calls are routed to support services agents’ desktops, usually by means of the world wide web.
Contact software programs are maybe essentially the most rapidly developing area in the business. Not strange, contact middle application is the allure behind the smooth functioning of telemarketing companies. Phone middle application is used for just about any communications in customer support, telemarketing, mobile phone surveys, fundraising, marketing analysis and even more. One of the crucial benefits of contact middle applications are the vendor can personalize it to contain the precise features you will need. Get in touch with center software program is a cross-breed of buyer partnership management and service-desk software multi functional.
Since the software can lower the perform load of workers; they’re able to concentrate on updating on their own thus, growing their productivity. Leading to knowledgeable employees that has a customer service-oriented perspective. You’ll also have fantastic cutbacks on upkeep as there are applications intended to help service-desk workers seek out troubleshooting advice and tips for dealing with technical problems within an simple to follow steps. Above all, returns will absolute to increase. Recall the much better the desk operates (which means functional and sensible get in touch with system and enhanced costumer satisfaction), the much more likely your clients are to go back for future goods.
In relation to finding and choosing support desk software program, be sure the software program integrated for your buyer assistance is n accessible and is also qualified to update as goods and services change. Customer satisfaction and pace also needs to be the leading priorities. Because of this, your business will definitely be to the roll!
You can expect crystal clear sound quality from latest generation conference calling phones. The latest in communications technology such as landlines and fiber optics are revolutionizing the way we interact in the 21st century. Whilst the priority for most business conference call plans involves a tight budget, security should also be reviewed carefully. Most conference call companies provide a 1800 number and unique security access code so that users may screen and verify callers as they log in to the conversation.
Meeting Your Business Needs
Conference calling phones are the perfect answer to growing business needs in an increasingly competitive business environment. A multitude of service providers in the market offer a range of affordable conference calling plans and options that will meet your conference call needs. This developing mode of communication is simplifying how we connect with our business partners, customers and stakeholders. While the technology is becoming increasingly easy to use, conference calling companies now offer flat rate services as a complete conference calling solution for your business.
Conference calling companies offer many different rates for affordable ways to connect for your business needs. Features to look out for include: free member-to-member long distance calls, flat rates for local calls, various local and/or regional plans charged by the minute and low long distance call rates from as little as 3.9 cents per line per minute.
Conference calling phone services are often required to be scheduled ahead of time which is ideally suited to frequent meetings and those planned long in advance. Conference calling phones are available in a large variety of makes and models including features such as:
– 2 line cords – caller ID – address books similar to mobile phones – 3 way conference enabled – multi-language display – no disturbing VIP function – storage for up to 8 frequently called numbers – speaker phones/hands free – dial out number memory and callback, and; – a host of other features combining to spell an enjoyable conference calling solution for your business.
Look out for the latest technology in conference calling phones to ensure a super smooth way to connect with more of your business opportunities in a convenient and affordable way.
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People’s behavior can be divided into four categories — assertive, passive, aggressive and passive-aggressive. Living an assertive life means taking an active and responsible approach to others and to your life. Individuals who interact passively seldom feel happy and often put themselves down. Aggressive people feel in control, but they will be watching in case someone tries to win over them. They often are defensive and seldom have many friends. Passive-aggressive people are manipulative and controlling similar to an aggressive person, but they do so in a more passive and subtle way. A more detailed description of each of the four styles is listed below.
A Passive person tends to:
Be quiet and timid, silent due to fear
Avoid conflict, be a people-pleaser
Not make eye contact
Be a chameleon, change to suit the situation
Not offer own opinion or express feelings
Feel insecure, has low self-esteem
You’re ok, I’m not ok
The other person’s needs generally get met, yet the passive person’s need to avoid conflict is met.
Assertive teenage girl
Download Assertive teenage girl from (c) Dreamstime.com
An Aggressive person can be:
Loud and in your face, blunt, tactless
Believes in “My way or the highway”
Blaming and shaming
Can be violent, though not necessarily so
Sarcastic, uses jokes in a cruel way
Controlling and manipulative
Takes care of self and own rights only
Though may appear overly confident, has low self-esteem
I’m ok, you’re not ok
The aggressive person’s needs tend to get met over the other person’s needs
A Passive-aggressive person:
Uses silence and guilt trips to manipulate
Pouts and plays the martyr
Excels at playing “the victim”
Gives mixed messages
Uses triangling, i.e. complains about your sister to you, but does not talk to your sister directly.
Is controlling and manipulative
Often others start off confident in their position, but leave the interaction with the passive-aggressive person feeling confused and guilty, but not sure what happened to cause them to feel that way
A favourite statement is “It’s for your own good”
Hints, expects mind-reading from others
Has low self-esteem
I’m ok, you’re not ok
The passive-aggressive person’s needs get met over the other person’s needs
An Assertive person is:
Calm, clear and concrete
Expresses personal opinions, thoughts and feelings
Non-verbal and verbal message are congruent
Considers rights of self and rights of others
Honest and tactful, respectful
Makes eye contact
Uses “I” statements (owns opinions, feelings etc.)
Takes self-responsibility for their own choices and allows others self-responsibility for theirs
Has healthy self-esteem
I’m ok, you’re ok
Sometimes the assertive person’s needs get met and sometimes the other person’s needs get met. A compromise or collaboration may be necessary. Whether their direct needs get met or not, every time assertive individuals express themselves honestly, they validate themselves.
The key difference between assertive communication and the other three styles is that assertive communication is direct (clear, concise and to the point), while the others are indirect (hinting, mixed messages and avoiding the point). Also, the assertive person tends to have healthy self-esteem while the other three have low self-esteem. Yes, even the aggressive person has low self-esteem although they may appear confident. Think of it this way, why would someone have to control and put down someone else if they felt good about themselves?
Being assertive means being direct, expressing our feelings, thoughts and needs without hinting, playing games, blaming, shaming, or being silent and hoping the other person reads our mind.
We ask for what we want. We state it clearly and concisely. We say it in a respectful way believing that we can deal with the consequences whatever they may be. We don’t beat around the bush. We don’t numb our feelings by eating or drinking when we are upset. Instead we express our feelings.
An initial step toward becoming more assertive is to identify your current styles of communicating. Ask yourself the following questions:
Where do you see yourself in the above four descriptions? Which of these 4 communication styles do you use most often?
If you use a different style with different people, or in different situations, why do you use that specific communication style at those times?
Think about people in your life both past and present. How would you classify:
Your mother’s predominant communication style?
Any other adults who raised you?
Who are you most like? Who did you learn your style from?
How did these different styles interact within your family? Which ones worked best together? Which ones conflicted?
Customer Engagement” is a term demanding definition. Is it simply a synonym for “Customer Satisfaction? No, it goes to the heart of your customer relationship.
You may remember that, in Alice in Wonderland, Humpty Dumpty, in a fit of pique, claims that when he uses a word it means “exactly and only what he wants it to mean – no more and no less”. Psychologists tend, far too frequently in my opinion, to a similar attitude. They use “operational definitions” that they can, and often do, endow with an impoverished meaning.
Sadly what ought to be the most exciting management concept of today seems to be in danger of being treated in the same cavalier fashion. The trouble is that when words are used loosely, sloppy and incoherent thinking follows right behind.
The words that ought to be in the forefront of every business person’s mind today are “Customer Engagement”. Which should be followed, in close order, by “Employee Engagement”. To round matters off neatly your Board and senior management should be thinking, talking and acting in terms of “Top Team Engagement”. At the risk of appearing to be a somewhat skinny Humpty please allow me to introduce my terms. For they mean just what I say, no more – and certainly no less.
Let us assume, for ease of reference that I refer to your customers, your employees and your top team.
Customer Engagement is when a substantial number of your delighted customers are proactive in promoting your company to others with similar needs and desires. It is not enough that they declare that they are willing to promote your business. Only when they go out to encourage others to beat a path to your door do they demonstrate that they have become engaged.
Employee Engagement results in the retention and attraction of the most talented employees. It happens only when the relationships you build with your customers are so superior. These employees commit themselves to delivering ever-better goods and services to your customers at ever decreasing cost so that your engaged customers are proud and confident to act as advocates for your business.
Top Team Engagement is your first priority. You will recognnise that it has happened when every member of your top team works daily to empower your superior employees to construct top quality relationships with worthwhile customers that will lead to growing customer engagement. Each of your Board members positively demonstrates being a role model in espousing the importance of your customers who, together with engaged employees, form the greatest sales team on the planet.
Why are these definitions important? Humpty reminds you that it has been shown in many studies that, for organisations that have a good proportion of “Engaged Customers” exactly as defined above, there is a proven correlation between that measurement and their ongoing long term success. Simply put, engaged customers help you build your business. However, if you are loose in your definition of “Customer Engagement” (as many of your competitors are) then you may think that good ‘Customer Satisfaction Index’ score will do. It won’t. Evidence shows that customers who are only ‘Satisfied’ are fickle. They churn rapidly & expensively. You have a lot more to do.
So where are you on the trail to the Holy Grail of continuing sales success? How can you measure your customer relationship using the Customer Engagement Index and so see where you are? From that measurement how do you build a realistic improvement plan? What understanding do you need to build into every level of your organisation to implant a true Customer Engagement’ culture?
Big questions that this single article cannot answer, but look out for future ones that will explore this area. Meanwhile here are a couple of pointers.
The measurement tool you seek must be a dynamic tool that first assesses and then helps you to build engagement in the key parts of your business. It should exhibit reliability and impartiality. It should research-based, accurate, economical, valid and reliable. It should be easy to deploy, yield statistically significant results that are easily assimilated and lead directly to the development of a plan for Action This Day. A plan that you can implement, using either your own resources or with the assistance of your preferred trusted advisors.
Tempurpedic issues don’t come about daily, nevertheless whenever they are doing there are two issues that are generally mentioned. We’ll discuss these Tempurpedic issues appropriate here and provide certain tips for overcoming them with a own Tempurpedic mattress.
#1: Night Sweats/p>
The biggest issues against Tempurpedic mattresses revolve around the heat created whenever the memory foam condenses right down to conform about the body. It is this conforming type that makes memory foam such a comfortable material for most people to rest on, nevertheless it happens to be this type that creates too much warmth for comfort inside certain cases.
This is no issue with Tempurpedic mattresses alone, nevertheless with memory foam mattresses inside general. It is something many people get accustomed to, nevertheless you will add toppers that do not contain foam or employ sheets that are naturally cool to the touch due to the slick material.
There is a catch for this. Mattresses with denser foam are higher standard plus longer durable, and can trap inside more heat.
#2: Overly Soft Materials
There are some issues against Tempurpedic that is found about the foam plus other material inside the mattress becoming extremely soft over the years. Some people note that it gets to the aim you can have the bed frame below. While this is concerning, it needs to be noted these issues are uncommon.
While all memory foam components will soften over the years, they shouldn’t get to the aim they are unsupportive plus extremely uncomfortable. When this happens the likelihood is that the mattress has been chosen without the bed pallet. The bed pallet prevents the issue from progressing to the aim you can’t rest found on the bed, so be sure you are utilizing yours!
Like all mattresses available today now (particularly those produced from memory foam), there are certain items that begin to provide after time. If you decide to use the mattress lightly plus do not jump on it or otherwise treat it severely, then there are that it holds up for several years without any signal of wearing away.
It is crucial to make sure you purchase a high density memory foam mattress because low density mattresses usually wear down faster. Most high quality mattresses like the Tempurpedic mattresses are produced with dense foam that goes without any Tempurpedic issues for several years.
The issues against Tempurpedic mattresses that are deposit many often are issues against memory foam inside general. This material is extremely comfortable, nevertheless you need to accept that it sleeps a small warmer than many coil mattresses. This is due to the type of the foam whenever it happens to be compressed down about the body. The superior thing is that you may remedy the problem without sacrificing that comfort you purchased the mattress for!
You will purchase from Tempurpedic with confidence plus protection, since there aren’t quite severalbad opinions of Tempurpedic mattress products. Simply remember the two of these quite normal Tempurpedic issues so you can safeguard a new mattress from growing too soft or causing day sweats that wake you up.
Customer Care Services,offshore Customer Care,outsourcing Customer Relationship Management,outsource
Customer Care Services
Customer Care Service (also known as Client Service) is the provision of service to customers before, during and after a purchase.
Customer care is a customer service that seeks to acquire new customers, provide superior customer satisfaction, and build customer loyalty.
Its importance varies by product, industry and customer. As an example, an expert customerght require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a service as opposed to a product”.
Offshore Outsourcing Customer Care service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
With the deregulation of telecommunications services, consumers now have more choice in selecting a service provider. When ordering a new service or maintaining an existing service, consumers must take into account the following three key factors: the quality of the service, the price of the service, and the customer service of the service provider. The first two factors are relatively objective and usually easy to control. Customer service dissatisfaction is the most important key factor when a consumer decides to change service providers.
A customer care system is a customer service system that helps telecommunications service providers acquire and retain loyal customers. The customer care system provides many means for service providers to achieve these goals with the help of technology.
Customer care includes tech support, billing inquiries, shipping statuses to good old-fashioned feedback methods. Web users, especially those who pay money for a service online, often require tech support, and they want it fast. Customers who order products need to be able to track their goodies as they progress along the delivery route, and some just like to provide feedback to the company or service from which they made their ordered. Customer care can literally make or break your business’s online endeavors.
Customer Care Services, Offshore Customer care, Outsourcing Customer Relationship Management, Outsource Customer Satisfaction Survey, Inbound Phone Support, Live Chat Support, Technical Support Services, Answering Services, India, USA, UK, Australia, France, Russia, Spain, Germany
In a personal development plan, it is important that you have good communication skills. It helps you set out with clarity your goals, the course of actions that you need to initiate in pursuit of such goals, conveying your needs to people who may help you with your goals, and utilizing the available relevant resources.
When you have realized your goals, you may share them with other people or use them in your company, good communication skills play an important role. If you want to improve your confidence, you must work out to be able to:
1. Be more effective in dealing with professors, classmates, colleagues, customers, supervisor, subordinates.
2. Realize your desires on your own terms.
3. Enhance your performance and feel better about yourself.
4. Handle problems more efficaciously.
5. Communicate more clearly.
The essence of communication is to understand and be understood clearly. The varying personalities and background as well as the different points of view may pose challenges in understanding things and people. If your communication skills are improved, the benefits are wide.
If you have excellent communication skills, you may possess the following abilities:
a. successful response from people and the surroundings
b. sound relationships in business and personal
c. effective problem solving and decision-making skills
d. good level of productivity
e. sound work flow
f. improved professional and personal image
g. compelling advocacy
The truth is that good communication skills are vital to your personal growth. It should be among the areas that you should give consideration if you are having a personal development plan.
If you are good at communication, you may still include some exercises that may enhance your skills. If you have difficulties in communication, it should be among your top priorities in your development plan. Learn to express your concepts in several approaches.
Learn to understand what people are trying to convey through their gestures, body language, and not just through their words.
There are three areas of communication that you need to be good at. These are writing skills, listening skills, comprehension skills, and oral communication skills.
In writing communication, it is important that you know English composition and Business English. In both of these aspects, your writing must be effective. You should know the different styles in writing and when to use each style.
In listening communication, it is wise to listen with your heart and mind.
To have the effective listening skills, you need to maintain eye-contact with the speaker, and never to interrupt him or her. You may express your understanding by nodding.
If you are good at listening, you may understand better the situation, and know the best resolutions. If you have assignments, you may understand them clearly and understand what is expected of you.
In oral communication, you should learn the techniques to catch the attention of your listeners. When you have caught their interests, it is important to maintain their concentration on you.
Avoid boring people and keep the conversation or speech lively and interesting. Your personal development plan should allocate time for exercises that would enhance your communication skills.
Who is your customer? As a salesperson, are you trained to sell products and services to customers, or are you trained to be the customer’s friend?
Today’s shoppers are seeking quality, well priced merchandise. Importantly, they want to buy it from knowledgeable, courteous people whom they may call friends. Indubitably, today’s most successful retailers train their people many traits to be the best, but the most important is being the customer’s friend. The results are sales and return customers.
Companies must employ intelligent, courteous, and honest people. Don’t laugh! I can name many retailers who do not understand and follow this directive.
Communication skills are extremely important! Company employees must know how to speak clearly and confidently. I’m not referring to dialects. Good English, grammar, syntax, and voice inflections. Companies must include these steps in their training.
Psychology professor Dr. Beryl West said to me ten years ago, “Jimmy, most students in my classrooms today do not have the communication skills to talk to professors or even their fellow students!” Dr. West continued by saying, “Students are now talking to their laptops and losing their vocal communication skills.”
It’s appalling to shop a retail store and have a sales representative try to sell you merchandise for which they have limited or no knowledge. It is imperative that retailers teach all employees, not just the sales associates, company products, services, and policies. Otherwise, the customer locates another store.
Significantly, today’s best retailers are shopping their competitors on a weekly if not daily basis. If a company is to be The Best of The Best, it must know what the other guys are doing. This encompasses not only product and price but also sales knowledge and service. The companies, which do not acknowledge its competition, are not a valuable company.
Simply stated, Customer Appreciation Training is the Smith Speaks Philosophy:
1. Provide the BEST Product 2. At the BEST Price 3. With the BEST Customer Service
* If you do not have the BEST Customer Service, forget about Numbers 1 & 2!
I continue to be amazed at how many businesses have yet to comprehend this philosophy. Again, it is so simple…. and will make your company a lot of money! As a Moderate-To-Better Department Store General Manager, I prominently displayed a framed 22 x 28 color poster on the wall across from my desk. It was a photo of a beautiful lion. The caption read: Customer Is King!
Yes, the Customer Is Always Right! Be your customer’s friend, and he or she will be your friend!
Understanding the importance of your communication abilities if you plan on being a leader is important. It’s all about clean communication, and without this beginning foundation you will not be able to flourish for all of your followers.
What exactly is Clean Communication?
The easiest way to help you understand clean communication and how it affects your leadership development is by realizing the components that are not present. Things that come in the form of an attack, shame, blame, upset, anger, manipulation, ridicule, distain, lies or anything else.
In order to start building communication skills that are acceptable, one must know the difference between conscious and unconscious deliveries. The conscious version is much easier to deal with for most because it won’t have emotional awareness attached to it. This is because the individual is thinking about whether or not it’s a good idea to speak out in anger, attack someone or even manipulate them. When dealing with unconscious delivery you have to understand that the individual is most likely in denial about their intent of communication.
Here is an example of a Person A having communications with Person B. Keep in mind that both individuals are simply experiencing a smooth flow of communication. In the graphic below, just look at the arrow passing between both of them. This is what we call; Clean Communication.
The next example shows that the communication isn’t nearly as clean as before and there are issues with the flow. There are many ways people feel these blips, and it will cause sensations like:
*slight discomfort in some part of your body
*a feeling of nausea, breathlessness, increased heart rate
*physical shock in the heart or gut area in the more extreme cases
Thoughts will also surface that may include:
*something is not right here
*I do not believe them
*something is missing
*they are having a go at me
*they do not like me/what I have done/my work etc
*I sense sarcasm, attack, bitterness, a hidden agenda..
Then again there may be intuiting ideas like:
Another important issue to understand is that you do not have to be aware of low grade problems until later on down the road. This will be around the time that you have any of the experiences above, even if they are vague ones.
If this happens to you or in this case “Person A,” the experienced feeling may not be an interpretation of the other’s communication level. Remember, it could simply be your own experience since you may be the one without clean communication. If you ever decide to take on leadership development you have to acknowledge this before you can push forward. This is considered one of the essential parts to emotional intelligence. If by chance you come across your own knee jerk reaction, it’s important to continue building communication skills on an emotional and comprehensive level.
It’s possible that Person B is completely innocent. The real issue here is that your interpretation and sensitivity is the one to blame. If you can accept this you will have no problem asking the question of Person B. After all, it’s the only way you’re going to do it.
Below you will find an example of how this can be done:
“Last night when we discussed X you happened to mention Y. I’m really not sure if I understood your message the right way and was wondering if we could discuss it? I just want to be on the same wave length. What did you mean when you said…?”
Take the necessary time to discuss the matter until you have full clarity over the situation.
Then again, you can take a similar approach that works the same way: “Do you remember when we were talking about X and you mentioned Y the other day? I was thinking about it and I’m not sure if I understood everything. I could be way off base here but I got the impression that you were upset with me for some reason.” In this case you can just sit and wait until Person B responds.
It might also be that Person B has their own unclean communication with intention. If this is present then you should expect that there is some issue between the two of you. Unfortunately there are many people who have a hard time with confrontations, which makes this an unpleasant experience. Keep in mind, if you don’t do anything the situation is going to manifest and eventually evolve into something that hurts each person. This happens in relationships all the time and is one of the reasons why major relationship breakdowns actually occur. If you continue to wait you will find that this toxic residue can turn into major issues like silence or even violence. Then again, it could be both.
Clean communication is all about addressing the issue the next time you step into another conversation with the same person. If you even have the slightest small and unclean communication left unaddressed, it will be very difficult to take a step back and refocus your energy in a positive nature. It’s why you will have to continue building communication skills in order to resolve these situations appropriately.
It will be important to keep an eye out for the residue. It looks like:
*looking for confirming evidence that you are right
*upset of some form
*a combative approach
*withholding certain pieces of information
Even though this may sound odd, Person B may still be innocent and you are the entire problem.
If you want to get a glimpse of what an expanding issue looks like, be sure to look at the 3rd graphic.
Blow up situations happen simply because 2 people can’t seem to address the issues. A great example of this is if Person A misunderstands something from Person B and never brings it up again. Instead, Person B picks up the negative vibe that Person A has been holding on to for quite some. However, Person B has been holding his or her own residue and the argument or fight surfaces. This could have been avoided, but because of the mis-interpretation and failure to produce clean communication both parties are upset.
It’s also possible that Person B could bring forth an intentional attack. If this occurs a conflict resolution skill is a must. Let’s put it this way; saying nothing is an unhealthy option. Those who become defensive or try to say nothing only add more fuel to the fire.
In order to provide self discipline, you must interact by using clean communication. If you are in any leadership development program, it’s the best rule you can have in regards to all relationships.
We understand you will want to continue building communication skills, because leaders should keep all communication completely clear at all times. Over time this will become second nature and will be critical to your overall efforts. The leader must also show a level of honesty and openness or else it won’t work. See, when you’re in an organization that has no trust or safety then the clean communication is worthless.
Leadership development is all about the ability to build powerful relationships and provide a level of integrity that is at its highest level. This should be done even before conducting staff training or anything else within the company.
Eventually you will find that clean communication agreements will be non-negotiable. This is because both parties understand exactly what is going on or the next step that needs to be taken. It also builds a high level of trust as well.
In the end, if everyone is committed to clean communication and utilize whenever necessary, everyone will function more effectively. It doesn’t matter if it’s a personal or work relationship, because leadership development is about all of them. This way if there is ever a miscommunication it will be resolved in a timely and respectable fashion.
Due to various medical and psychological reasons millions of people around the world lack the ability to express. Suffering from some kin of speech disorder, such people can not communicate and are faced with speech language problem. However, with technological advancements, many innovative devices and techniques have been developed that assist such verbally impaired people to express them with more confidence.
Alternative Communication Devices are specially designed for the people who are somewhat verbal, minimally verbal, or non-verbal, which restrict their communication skills. The devices assist verbally impaired people to understand what is being said to them. Through these devices they are also able to express themselves properly with the other people of the society. Thus, these devices not only boost their communication skills but also help them in being more social, educated and interactive in nature and in behavior.
Alternative Communication Devices are perfect for people of all ages. These are good for the young children as well as aged people. Some sort of training or assistance may be required for using the alternative communication effectively. Different types of modalities are used to assist the expressions. Vocalizations, sign languages, pictures and facial expressions are the most sought after devices used as alternative communication methods.
Alternative Communication Devices mainly use two types of devices. These are aided systems and unaided systems. The use of the signs, gestures and the facial expressions do not require any instrument to assist the verbally impaired in understanding what is being said to them. These are called unaided systems. Aided systems, such as object charts, pictures, books, special computers and some special speech generating devices are also being used widely.
Alternative communication devices help in reducing the challenging behavior by increasing the awareness about what is expected from a particular motivation. These methods or devices help the people in performing or learning the educational tasks and expressing themselves well.
Many companies often do not know and sometimes they tend to avoid the fact how important feedbacks are for their organization. Feedbacks form the strong spinal of a company, which takes them forward on the path of success. With the growing velocity and level of competition prevailing in the corporate world, companies can only flourish when they know what their customers want. Same rule applies in online business world. Here the competition is thicker and fierce that cannot be survived without a customer-oriented approach. Customer feedback form facilitates the most effective and efficient way of knowing what a customer thinks and wants. A customer feedback can be placed tactfully and suitably in a website so that any product or service seeker can leave his/her comments on it. Feedbacks generated by the feedback forms help a company to know what a person liked or disliked in their products and services. This information is then processed by the concerned departments to squeeze out the necessary changes or improvements required in their services and products. Many people also provide their valuable suggestions through these forms that can be implemented by the company in their strategies as a third party perspective. Feedback forms have to be compatible enough to facilitate easy information communication and extraction from it. HTML feedback form are created through HTML coding that allows the developers and other departments attached to it to easily extract and process the information available on it for the use in companies strategies and plans. It also helps to make changes in it frequently without the need of fresh development process. Since the presence of feedback forms is crucial to the website, thus it has to be ensured that it does not experience any breakdowns. In addition, the contents and layout of these forms also has to be such that can easily be understood by every kind of web user. The feedback form template should not be very complicated or over loaded otherwise the customer filling it may get confused or frustrated. The queries in the form should be targeted and related to the relevant topic strictly and useless or general questions should be kept to the minimum. Some important questions in a feedback form can contain queries like name, address and contact information of the user in the general context and significant questions can be related to their likes or dislikes regarding the service or product availed along with their personal suggestions.
The author is an experienced Content writer and publisher for Business Development. Visit at http://www.feedbackfooter.com/ to know more about Customer feedback form and HTML feedback form withfeedback form template .
Customer Loyalty Programs
Customer loyalty programs refer in general to points rewarded to customers for either brand recognition or organization loyalty. These kinds of customer loyalty programs will stay a very operational type of marketing as long as the incentives are valuable to the specific customer base. They are moreover more valuable if they are frequently updated and kept pertinent to the company’s products and service or are a accomplished complimentary item to the product they are being implemented to promote.
Another important element of customer loyalty programs is that they do not create additional costs for the customers in order for them to enjoy their rewards.
Customer loyalty programs are very effectual in developing and maintaining brand loyal customers. The prizes bring them back and they will continue to pick the particular brand or business on a consistent basis as well as extend the word regarding the product or business because they envision value added prizes for their loyalty.
The technology age has additionally revamped the way customer loyalty programs are implemented and what customers are demanding in return for their loyalty. Vanished are the days where you pick up one complimentary after purchasing half a dozen of “product x. Customers are promptly seeking for earlier returns on their investments and customer loyalty programs must to endure these demands.
The cost of a customer loyalty program means that businesses have to remain very diligent in their examination of what to offer and the demographics of who they are attempting to touch. It is essential that they make it exact or these customer loyalty programs may possibly cost them far more cash than they will eternally get back. Grocery stores that maintain mature customer loyalty programs expend around 1-1.5% of their revenue on customer loyalty programs. Additionally the responsibility to customer loyalty programs is length and it may possibly take nearly eighteen months before you begin to envision returns. It could be awkward to maintain upset customers when you discontinue a much needed program because to cost, shortly beforehand you begin to envision the returns.
Customer loyalty programs can also be an avenue to track customer retention. You can track when you lost a customer and it could give you a chance to get them back or at the very least find out why they left. Vital data about what’s working in your company and what does not can be gathered if you use your customer loyalty programs right.
Customer loyalty programs might furthermore be implemented to eliminate non buying Clients, no business seeks to keep non buying customers. The customer loyalty programs must be prepared up so that non buying customers are disallowed to join or get the prizes, or better still the program must be implemented to bend them into buying customers.
Customer loyalty programs have the added benefit of helping you grab more sales from existing customer base, which in turn help spread word of mouth marketing. There is also the ability to identify product/service problems earlier, which will improve profitability and this will in turn provide a competitive advantage.
A well implemented customer loyalty program will contain a significant relevance on a company’s profit margin.
A credible calling card billing system is a must for anyone who is involved in the prepaid calling card business. Today, many people make frequent use of telecommunications in order to connect with loved ones, friends, business partners and acquaintances worldwide. This translates to a booming and marketable opportunity and explains that it is a profitable sector to be explored: people will pay to communicate.
However, at the same time, these customers also prefer to be able to balance and monitor their calling expenses. They want a reliable service provider that will be consistent with the service and help them to be cost-efficient as well. Hence, this leads to the conclusion that in the business, many will proceed to bulk and numerous purchases of prepaid calling cards, which balance both need and cost. In line with this, businesses which cater to this demand in the market must get a calling card billing software that allow them to manage and make things quick, fast and easy to their many customers.
The first imperative in choosing a calling card billing system that can effectively cater to customer needs is that the software should be able to first provide the basics credibly and appropriately. A good calling card billing software will serve as a foundation for the entire business. If all the basic needs are implemented effectively, a business leader will be able to determine if better services and upgrades can be implemented to ensure the best possible customer experience.
The basics of a calling card billing system are: its ability to produce small or a big number of cards, the power to define and customize settings and reports on card transactions, the capability to generate up to date and accurate billing for activation, connection, usage, expiry, and other fees, the ability to track of fraudulent or failure attempts, and the power to search and export details. If these are all provided by the calling card billing software, then both the business leader and the customer are assured of a good base for the business.
The next consideration in catering to customer needs involves excellent customer management through the use of a calling card billing system. This service must be available online to assure that all problems or concerns are addressed in the most efficient manner. Customers prefer to purchase virtual calling cards through internet since being online translates to fast shopping and marketing. For convenience, receipts should also be available and sent to the email of the online purchaser. In this sense, a customer will feel very at ease in using the service again once he or she decides to purchase another card.
Furthermore, a calling card billing system must be able to respond to customer concerns in the event that a discrepancy or a problem arises. There should be the ability to search for the customer and track the assigned cards and purchases, the transaction history, and the contact, call and billing data of the person. If the information is available, then one is more or less assured of better troubleshooting and fast help by using a calling card billing software that is customer friendly.
To let your customers know you appreciate them you can give them one of the business gift ideas below:
You may want to give your top customers a gorgeous crystal paperweight. You have so many crystal paperweights to choose from. You may want to send each customer a different design. You may choose the crystal star paperweight and have it personalized for each star customer. The optic crystal paperweight is stunningly cut and is sure to stand out on any customer’s desk. A bold statement is the USA paperweight which is sure to stand out on your customer’s desk. For an unusual and creative touch, one business gift idea is to give the plaza paperweight. A ruler paperweight will give even more function to your customer and look elegant when in use. If you are more into the modern style, you can choose the abstract paperweight, heart paperweight and many more. You can even find paperweights on a budget. Keep your businesses thriving by saving money and your customers happy by thanking them with a thoughtful business gift idea.
A leather portfolio is a handsome gift to any customer. Not only is the leather portfolio helpful to keep your customer’s organized, it is showing your customers that you care and you are grateful to have their business.
Crystal clear Christmas ornaments will become one of your favorite business gift ideas. You can choose from full-lead crystal to pure optic crystal ornaments. A Christmas ornament is a fantastic way to express your holiday wishes to your customers. Most businesses put Christmas trees up in their office and each customer can hang a stunning ornament with your business name on it. The Christmas ornament is the gift that keeps on giving back to you as each Christmas your customer will think of you when he or she hangs your crystal ornament on their Christmas tree.
You will even find marble and granite gifts to impress your customers on how much you think of them. Gift items such as different size picture frames, clocks for the desk to a marble wine chiller.
Of course all of these quality items can be personalized with your company’s logo and name. It is important to get your logo and name out there for branding purposes. The more people who have an item with you logo in their hands, the more advertising you will receive.
No matter which one of the business gift ideas you choose to give your customer, he or she is sure to appreciate your thoughtfulness. Not only are you giving your customer a gift, but every time he or she looks at the gift, he or she will think of your business.
Article Source: RSI-BGI Business Gift Ideas to Show Customer Appreciation