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Further
Reading ...
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No Job's Finished Until the Paperwork is Done - Peggy Hazelwood
That time of year is quickly approaching... I'm talking about dreaded taxes! To make tax time easier this year and certainly next year, read on. As is the case with many other small business owners I've talked with, taxes, recordkeeping, and...
Say No To Foreclosure - Bobby Johnson
Homeowners now have the power to withstand the threat of losing their homes from foreclosure. According to 20/20 foreclosures are at a 30 year high across the nation. The reason is that homeowners don’t know what their options are. Too many...
Which IRA Is Best For You? - C C Collins
An Ira is one of the greatest ways to save on taxes currently and accumulate money for the future. For individuals three types of IRA's will normally come under consideration. The Traditional or Regular IRA The Education IRA The Roth IRA ...
"How Much do I Invest" - Joseph Sgro
"How Much do I Invest" ============================================================ We need to tighten up our act. Too much left to chance is the recipe for a dangerous result. Tightening up means we make rules as to "HOW we will play this game"...
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Guard against conflicting messages.
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Written By:
Roy Bartell
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Guard against conflicting messages.
Did you ever consider that, without knowing it, you may be inadvertently sending the wrong messages to your customers? Consider the three following points:
What you promise versus what you do.
You can send a conflicting message if you lead customers to expect a level of service that differs from what you normally provide. Over-eagerness to be more responsive, or to match or exceed a competitor's service, may cause you to commit to an overly ambitious level of service. Customers who fail to receive the promised services quickly learn to ignore your claims and to expect instead, the level of service they are actually receiving.
What you imply versus what you do.
Even without making an overt promise of service, it's easy to crate a conflicting message. My customer surveys, for example, tell customers their feedback is important? Consequently, some customers assume they will be informed about the survey results or any changes that will take place as a consequence of the results. Such notification rarely takes place. As a result, if changes are implemented, customers see little connection between their feedback and the changes. Failure to follow up on what customers perceive as a promise may be one reason that lower response rates are seen in any subsequent surveys.
What you say versus how you - continued below ...
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continued ...
say it.
Conflict may occur between statements you make and the way you look or sound when you make them. People often give greater credence to your demeanor or the tone of your voice than the specific words you use. Its subtleties such as these that make the difference in how customers rate their satisfaction with the service they receive. If you answer the phone sounding bored or fatigued, or revealing the stress you may be experiencing, callers can hear how you feel - even if your words suggest otherwise. Conversely, if you answer enthusiastically, you communicate to the caller that you're pleased to hear from them. Especially in the case of customer support, to a person with a problem, nothing is as reassuring as someone who sounds eager to help.
Keep in mind that everything you do or say has the potential to influence perceptions and create expectations. Continually ask yourself what expectation you may be creating and explore ways to eliminate any causes for conflict.
Copyright (c) 2003
All Rights Reserved
About the Author
Publisher of Instant Internet Newsletter
Powerful informative marketing articles, tools
and techniques that you can use to increase your
sales, profits and website traffic in your online
business. http://www.RBar67.com/newsletter
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| _Additional Resources ... |
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Seven Cs to Avoid Procedure Writing Errors - Chris Anderson
You do your best to make sure your organization is operating as effectively as possible. But if your policies and procedures are incomplete, outdated, or inconsistent, then they are not driving the performance improvement they should. When...
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