Customer Service

Beautiful customer representative with headset smiling during a telephone conversation

 

Tip of the week: “The purpose of a business is to create a mutually beneficial relationship between itself and those that it serves. When it does that well, it will be around tomorrow to do it some more.” — John Woods

A positive and caring attitude communicates itself. It takes effort to sustain a loyal relationship. This type of investment with your valuable customers can make the difference especially during competitive and difficult economic times. These relationships can be established through regular interactions where listening and effective communication is the norm.

Along with the delivery of service in terms of speed, quality, and cost, the factors of respect, rapport, empathy, understanding, a positive attitude, and patience are also expectations of stakeholders. These softer, interpersonal skills are the ones that can make or break a relationship.

Remember, customers who are generally quiet and don’t bother to complain when dissatisfied are usually the first to leave. Identifying and building rapport with these customers is just as important as building relationships with those who take the initiative to report their problems.

The free Customer Service course at www.mycourseroom.com helps build company-customer relationships through a series of lessons that can be practiced and applied in every interaction with a customer. It helps you identify and develop key skills such as listening effectively, communicating constructively, and maintaining strong customer relationships. Strive to make your organization well known for its legendary customer service!

MyCourseRoom’s CEUs are accepted by the HR Certification Institute (HRCI).

Public Speaking Fundamentals (0.5 CEU, 5 CPE, 5 PDU)

“It’s all right to have butterflies in your stomach. Just get them to fly in formation.” – Rob Gilbert

PublicSpeakingApprehension, insomnia, sweaty palms, butterflies in stomach, loss of appetite, irritability, nervousness and many more symptoms can be associated with the fear of public speaking. Regardless of whether you are holding a leadership position or intend to advance in your career, moments will arrive when speaking in front small or large groups will be essential.

Many of us hold ourselves to standards based on our experience of hearing extraordinary public speakers. We think, “How could I ever be that articulate, powerful, or funny?” The fact is that we are our own worst critics.

Most of the world’s greatest speakers have experienced similar apprehension to public speaking, but they learned how to overcome their fear. Once you no longer expect yourself to be perfect, once you focus on the purpose of your speech and not on audience approval, once you just let yourself be yourself, and once you realize that nothing bad can happen that you won’t be able to handle, then you will be increasingly confident about speaking in public.

As you advance in your career, public speaking is an essential leadership skill. Learn techniques and strategies on how to deliver an effective speech by taking the Public Speaking Fundamentals course at www.mycourseroom.com. Sign up now.

Tip of the week: It is wise to have a clear idea of what you want your audience to remember after they leave. You should be able to phrase your message in your mind as if you were an audience member that has heard the speech. — Public Speaking Fundamentals, http://www.mycourseroom.com

Recruitment

“I don’t pay good wages because I have a lot of money; I have a lot of money because I pay good wages.” — Robert Bosch

RecruitmentEvery organization aims to recruit the best talent available. However, there are many elements involved in becoming an organization or division that attracts the best talent. Many of the benefits of a successful recruitment strategy will be felt with the first hire, but over time additional benefits accrue. When your organization is known to be one that provides an excellent Candidate Value Proposition (CVP), you will begin attracting the very best candidates in the field.

Once you have a clear vision for what it will take to make you win the best talent, you then have to make sure that the key stakeholders agree that attracting the highest caliber people is crucial to sustaining and driving the organization and its competitiveness.

Effective recruitment is a crucial component of an organization’s competitive strategy. Recruitment involves targeting, attracting, and securing commitments from the most talented people possible, and the key to success is being prepared. Consider your organization as a product; what steps will you take to spice up your recruitment strategies in order to draw the cream-of-the-crop?

Recruitment, a 5-clock-hour course offered from MyCourseRoom, helps develop the following skills to prepare the foundation and eventually attract and hire the best candidate for each position in your organization. You will learn how to:

  • Identify your organization’s specific needs and the required skill-set for each position.
  • Develop and implement a recruitment strategy.
  • Attract the best talent for each position.
  • Use various screening and interviewing techniques including specific questions to ask.
  • Evaluate and select the best candidate.

MyCourseRoom’s CEUs are accepted by the HR Certification Institute (HRCI). Sign up now at www.mycourseroom.com or email us at support@mycourseroom.com for more information.

Monitoring Projects Effectively

“You’ve got to think about ‘big things’ while doing small things, so that all the small things go in the right direction.”Alvin Toffler

Tip of the week: When managers and employees understand how their activities relate to the business plan and the overall organizational goals, they begin to think and act similarly. These unified actions result in tremendous success for the organization and its employees.

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Monitoring performance is a crucial element in any project or operation. It enables managers and employees to make decisions in a manner consistent with the overall goals of the team, division, and organization.

As a process, monitoring performance does not simply involve amassing data related to preset performance standards. In fact, it aims to optimize processes through increased efficiency and effectiveness. Since the factors governing these processes are always subject to change, a monitoring strategy must be flexible and adaptable, allowing options for expansion and enhancement of the process as better approaches surface.

The individuals in your organization that are actively involved in the processes being measured can contribute toward the design and implementation of a performance measurement plan. This not only increases their understanding of the performance measures but creates a feeling of emotional investment in achieving those measures. Besides, allowing employees to see how their individual performance relates to team, unit, and organizational performance – and then tying their performance to specific incentives – can create a powerful sense of motivation.

“There is no greater teacher than responsibility.” — Warren Bennis

Discover how to select effective performance measures by taking the free Monitoring Projects Effectively course at www.mycourseroom.com.

Succession Planning

“A core competency of management is the ability to replace yourself – the ability to grow new leaders.” — C. Decker

Can you think of an individual whose sudden loss would be a significant blow to your organization? Why is this person so valuable? How long would it take to train a replacement to do as good a job?

In many organizations, having little or no succession plan wreaks havoc when the organization’s leader retires. Nobody is fully prepared to assume the top post. Although large organizations are at risk, the problem can prove especially severe at small companies, which often struggle, and sometimes collapse, after the founder or CEO leaves. What organizations are realizing is that succession planning should not be just for top management positions but should be across all areas of the organization.  SuccessionPlanning

Succession planning is more than just choosing the best available candidate for a position that is expected to open up because someone is retiring or changing jobs. Instead, this process aims to create a rich pool of leadership talent for some or all of the managerial positions in the organization. This process involves principles and procedures focused on people development in order to prepare managers for future leadership positions.

It is in an organizations’ interest to identify high-potential contenders early in their careers. In this sense, what an individual perceives as personal career development becomes aligned with the organization’s overall succession-planning needs.

“Succession planning has to be the responsibility of top management because you have to get people to do things that aren’t in their best interests.” — Will Byham

There may be significant points of resistance to organization-wide succession planning. Many managers tend to see succession planning as threatening, fearing that they may be training their own replacements. The integrity of the people you place in your succession pool is a crucial element to ensure the long-term continuity of the organization. The result of poor succession planning is often poor performance, which translates into higher turnover and organization instability.

MyCourseRoom offers an excellent Succession Planning course that will help your organization to develop and maintain strong leadership by guiding you through the succession planning process. Sign up today at www.mycourseroom.com and take the Succession Planning course at no cost to you.

Personal Performance Review

As we begin 2015, most of us make New Year’s resolutions. The question is how do we know how we are performing relative to these goals? Performance reviews are designed to focus on a person’s performance of a job or task. Though skills, abilities, personal characteristics, and personality play a factor in our performance, our ‘outcomes’ or ‘deliverables’ are the key elements that are evaluated in the majority of performance reviews. Just like at work where managers review your performance, try to do the same for yourself.

Imagine that you are doing your own review. This can be a review of how you think you are doing at your job, handling your relationships with family and friends, or even your progress on that New Year’s resolution.

Ever hear the saying “you are your own worst critic”?  This is true in many aspects of life. People tend to be harder on themselves than anyone else might be. Will you make yourself look like a genius, or will you beat yourself up about all the things that you think you do wrong?

The number one rule to any performance review is “Do not take it personally.” While this seems like a rather inept statement considering you are doing a self-evaluation, it is still true. Yes, it is a review of how you are doing but not of you as a person. Remember that you are evaluating outcomes you have and have not achieved and to what degree.

To learn more about performance reviews, take the free course “Performance Review” at MyCourseRoom.com.

Join us in the Club Forum discussion on how you evaluate your own professional and personal performance.  Does this increase your motivation to improve as well as set new goals?  Look for the Club Forum section on My Hub.

Three simple ways to help you find balance

With the holidays ending, kids clamoring for our attention, school and work schedules getting back into full swing, “keeping the romance alive” sounds heroic or impossible.  Relationships tend to be pushed to the background rather than given the attention that they need. We all need love and attention, just as our kids do. If we’re happy and content, our homes will be full of mirth, and our children will learn by example and find happiness more easily.

The biggest part of “keeping the romance alive” is making sure that the other person knows that you still care. It really is the little things that prove this. Below are three ways to help keep the romance in our relationships even in the chaos of our day.bwaf15

  •  Go on dates – It may sound crazy but take some time out and go on a date with your significant other. This allows the two of you to spend time together and get away. This can be something as big as a cruise or as small as a walk around the local park.
  •  Write to each other – This does not mean that you have to write poetry or a letter to be mailed. These are little notes left in unexpected places or a short email/text saying “I love you” or “let’s go out for hot chocolate this weekend.” These can be fun and even a bit flirtatious.
  •  Create rituals – These rituals can be things like making dinner together twice a week or going for a walk after dinner, going to the movies on Saturday nights or making time to have coffee together in the mornings.

These tips go beyond just making sure that your marriage is healthy or your girlfriend/boyfriend feels special. This gives you time to get away from the daily stresses and spend time doing something fun with someone you love.  To learn more about balancing relationships, take the free course “Balancing Work and Family” at MyCourseRoom.com.

Join us on the Club Forum board How do you find balance, to tell us what techniques you use to show your significant other you still care.

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