Who benefits most from an answering service

Who benefits most from an answering service Americans have busy schedules and busy lives. Many of these lists takes time make it impossible for a person to wait. This is why the shops and fast food are so popular in America. There are ways to do anything quickly, but if someone happens to talk to someone who is busy? E 'was an invitation to come to the phone, it is likely that the person just hang up. For personal calls, which can be corrected, but that if an entrepreneur? Companies that are not important in the face of calls to the risk of losing profits. The most commonly occurs when a first time call to a new customer. If a person requests a particular business to a customer, you probably will not call you again if their request was not answered. For this reason, there are many entrepreneurs who have an answering machine answering machine service.An normally works in another place, that the company is responsible. There are many famous companies, an answering machine, but an answering machine can also be used by one person, working from home. You may wonder how an answering machine can pick up the phone if they are not in your company. This is what is known as diversion. If a contractor or employee, are not in the office who is calling, they are for the voice mailbox. Like all the voicemail of the person or company offering the service. Many times an answering machine to answer calls as if it were one of his employees, a message, and then the message on you.Just to all companies benefit from an answering machine, but there are some who benefit more than others. Construction workers and other general have an answering service, because their work could depend on it. To stay in business has always needed a labor contractor. If a potential customer to call and not receive a response that is likely to be the next contractor in the phonebook. This could affect the success of medical professionals contractor.All with an answering machine. These health professionals can be a chemist, a physiologist, a doctor, dentist or a. An answering machine is required by these professions emergencies. A patient? Health and wellness can literally on the line, if not for an answer when you call a doctor and the medical staff professional.Contractors are just some of the many people who benefit from an answering machine. Other professional activities, which may an answering machine, but are not limited to, attoeys, insurance agents, home healthcare, govement and workers. If you are currently considered one of the people who will be asked to increase profits and customer satisfaction through the use of a professional to respond service.CJ Preston is a writer for our reply if you see a   Secretariat offers first class service for a   Affordable price.Article Source:

Great Products Great People Great service and great

Great Products Great People Great service and great Are you interested in having a large company? Of course there are and this is not a hard as you think. In fact, if you consider what the customer really wants. They want a friend to sell a product and give them excellent service. But as consumers and customers about how often we really do this? Well, not so often, and when a person or company that gives us, be it a small business or large enterprise, and we tend to remember this gift? T? Even better, tell us about all our friends and to add one? Buzz? or create new advertising by word of mouth that company.Consider one of the many new and better suppliers of products, services and people in this society are the most? free? providers to promote themselves. And what? Face, the testimony of satisfied customers are the best advertising marketing consultant could never lead to any number of marketing books, has written, although he wrote 3 books on the market, the fact is that you can not ignore Great Products , Great Service and Great People place.No competitor in the market or advertise, or even self-proclaimed marketing consultant who can fly. You see the clients know when employees have a fake smile and know when really care. So when you have great employees, and they know and feel it.People are not stupid when it comes to one who is friend and who is foe. As for the great products and services are much better than you or competition, is the slaughter. Consider all this in 2006. "Lance Winslow" - Online Think Tank forum board. If you have innovative ideas and unique perspectives, to think with Lance; Source:

Four tips on how to avoid a fight minutes

Four tips on how to avoid a fight minutes 1. Do not take the bait. A personal attack is the way of his victims to play their game. Think of them as a personal attack by launching a line of fishing bait is waiting to bite. Once the bait, then the game - won by default, because the victim, now has become an easy target for further attacks. Even if the victim is fast lip, are still fighting an uphill battle because they are defensive and not offensive. Make a conscious deciscion not take the bait and not to play their game. Take care not to play your reaction emotinally.2. Avoid "you" word. It 'really easy to tell when someone is angry with another due to start filming "YOU" statements all over the place. "YOU" statements of accused in nature. "You are (blank)" "You did (blank)" "You said (blank)" is to signal the other person is a criticism that his path and achieve the defensive, as if someone their shovels and their struggle for a punch. For examples of this town, just look at some posts here on this forum .... There are a lot of angry "YOU rambling statements. Instead, reflect on their statements with "I" or pull closer to you through the use of "we." 3rd Sympathize with them. When you're angry with someone for the things that made for a moment try to put in place and see things from their perspective. Often, it is assumed that the errors are against us personally, when unitentional. Once, as a new employee of a company, I have my head contantly beraten common rookie to make mistakes - after all, mistakes are how we all lea and improve, right? After a bad case of me screaming my head - in front of my fellow employees. I simply asked if he has made mistakes like the first time that you started and how it might work better for the same thing does not happen again. This made him change his tune real quick because I was looking through the eyes of someone who has had 20 years of experience in their hands. I had 5 days of experience. I did see the situation with my perspective has changed, and his opinion on everything. Therefore, we try to sympathize with them first and see if it was an honest mistake. And if it is deliberately done, then its time to relax and spend forward.4. N. fighting - educate them. Statement may be what is good and many people say they do, instead of aggression, but the problem with being assertive is that also leads to conflicts between two people. This is essentially the same throughout, only a polite way so that the other party does not feel compelled to defend themselves. While this might work to prevent further attacks, but does little to satisfy the continuing resentment undeeath, and still harbor ill feelings towards you, despite the calm after viewing assertiveness. When harsh criticism, or abuse occurs .... I have found to work best is to tell how your words make me feel. The theory behind this is that it offers no objective for them ..... to strike them aware that their words have hurt ..... and often feel guilty or (assuming you do not have a socipathic behavior) for what they said. Then say something like: "I feel (blank) when I cried." Or pose as an innocent question like, "Why do we say something that is harmful to me?" If we do not offer any resistance to their attack and, instead of educating them to use their attack, then its not support, or making them, but will be empowered to take control and education and what not do.Tristan Loo is an expert negotiator and expert on conflict resolution. Use your experience in law enforcement for training in other prinicples for defusing conflict and reaching agreements. Visit their website or e-mail directly CEO@acrsonline.com

How to build relationships with customers

How to build relationships with customers Build lasting relationships with customers is an important marketing strategy to establish the existence of your company. The customer is not satisfied, even if their effects may be more likely revisiting.Small, local shops, dealers and companies that can sometimes be more personal service, since the emphasis is on quality and uniqueness of Their products are not sold elsewhere. Tribute to customers' needs, is what brings them back. Customers who are not necessarily as part of the local public? Therefore, it is important that you take the time to make a good impression to improve. Or operating a small local company with all its challenges, but with effective marketing you can use all the opportunities. Is there a better place to promote the concept of your site? Before you run your site and start a marketing plan what you want to get through. As an extension of the philosophy and the way you want a website that allows your customers and lea at the same time. After that, together, we can plot the components of your site. Here are some ways that showed excellent results: * United States and to provide sales figures, discounts, coupons and vouchers for customers to print and use.   * Use the site to offer e-mail or postal updates for all customers, according to your mailing list to which they may register on-line.   * Offer free or discounted shipping for orders placed on the specifications.   * Offer a small gift as a thank you to customers for their business.   * Proposal for services to your site to allow customers to select a catalog, biographies of key contacts, staff or the owners / managers, and the map and the image of your company.   * Add a frequently asked questions (FAQ) section on self-help for customers of problems while browsing or shopping online.   * Clearly explain your products or services, including all taxes, so that clients are not unpleasantly surprised when a bid or purchase with your business partners.   * Enter your retu policy on damaged goods or refunds as appropriate.   * Change the selection of seasonal, holiday or event. Marketing itself as an innovation in your industry manufacturers will help get you up.   * Make sure your site is good at all times when the technical difficulties on its web site are kept to a minimum for customers eager to lose. A small, local businesses, which is not prepared for an influx of customers, will lose a great competitor.   * Select an area of feedback to clients to offer advice and assess their overall satisfaction. You can also e-mail a survey to customers you.With shop online with careful planning, your small business may also be on the road to better local recognition and open the way to the top of the list of companies Success! Copyright 2005 Jennifer McGroaryJennifer McGroary is a WAHM who have their own home-based web design and business consulting since 1999. Jennifer helps local small and medium enterprises, family businesses, home offices and businesses maximize their profits, without money for advertising. For more information, visit

Customer Service The Disney Way

Customer Service The Disney Way We had a number of times. Since our first trip in 1980 - was an adventure at this time, if they come from the United Kingdom. In this first visit, my wife was pregnant with our first child, but this visit, in 2000, seemed to show us how things were changed.Back in 1980, we have "Disney Dollars" good with all the stars show . There were three cuts, and we brought her home and framed them, back and front.In 2000, we wanted our collection with the Millennium Souvenir, nor is our last night in our purchase. Imagine our disappointment when we went to services at the bottom of Main Street to hear that the U.S. $ 10 was only good at Epcot, as a "process". Not one, up to this problem, I wanted my complaint and asked for a Senior Manager, just to say that nobody I about.So then the name of the person responsible at the highest level in Disney world, but here I was, I said , only to write to customer service and gave me an address in Florida.That was not good enough for me, so I suggested that I would write to Michael Eisner in Burbank, Califoia, where Disney headquarters. I was told by the representative of the customers, that "I am not new to him!" When I am at home, which is exactly what I did. And about three weeks after I sent the letter, I had a call - in fact, I had two calls, as I was when the first box was from my wife. In the second 20 minutes of call (and no, I might add, by Michael Eisner, but a beautiful woman "in his office"), has apologized for the details that I have done a lot to me that the problem has been addressed and me in the direction where I could purchase tickets by mail. There was a detailed examination, so that "we lea from your experiences and lea properly." Impressed.But I was not as impressed as I was four months later when I have a letter of two pages from another service to explain what they had done to remedy the experience I had in the details, like me, a full set I wanted in the first place good charge.The free from Disney is an experience that is known - in fact, the way in in the process of their customer service has been described in detail in a small book entitled "Be our guests," as Part of the Disney Institute offer.Both these are worth checking if you want to know better customer service as the exemplary work of an organization that really know how it goes. 2005 Martin Haworth is a Business Coach and Management. He works worldwide, mainly by telephone, with young entrepreneurs, executives and business leaders. He Hundreds of tips, suggestions and ideas for your website,   (Note to editors. Do not hesitate to this article, where we can be of value - it would be nice if you could have a direct connection) ... help you keep the staff in order to grow your business ...

The Top Ten Client Feedback Questions

The Top Ten Client Feedback Questions As president of my chapter RESULTS * always looking for new presenters to address the group. I ask my fellow business counselors to give me some ideas for topics of interest to them. In August one member approached me with the idea. He suggested to invite some clients of the consultants who have worked with this year 's one of our meetings to give us some information about our technical expertise, both high and low. Five customers were invited to our meeting and were asked the first 5 questions in this Top Ten list. We leaed a lot of answers we have. In 2005 came at the end of 2006 and beginning perhaps you are interested in finding ways to get customers to give them information about products and services. Here is a list of 10 questions that you use. Select a package that some of them. The key is to ask the question and then allow the customer to respond uninterrupted time. Their task is simply to listen! 1. What was the biggest benefits from my service **? This question helps you understand what works. Sometimes you'll be surprised by the response. Our SCORE chapter has a limit of 3 counselors advice of a customer. Our client advisors panel said the more the better! We have removed the restriction on the number of directors. 2nd What would you like more to work with me? For our session, experts have said some consultants were saying about their activities during the sessions, while others do not. Customers said they wanted to know the qualifications of consultants who work with them. Should not be consistent when delivering your product or service to their customers? Fuimos! ☺ 3. How can I improve my service? Customers often have ideas that are easy to implement, but somehow you port? No thought. SCORE rather email and face to face coaching. The face to face customers who were asking if it could have between sessions support via e-mail. Easy to do, now that we know that might be useful. (Our email address is already in our SCORE business cards!) 4. Is there something you want to stop me? This question gives the client the opportunity to say something that ISN? Not useful for him or her. It was suggested in our session, which is sometimes difficult for the contractor to meet with the consultant, because the owner can? Leave your place of work. The score customers wondering if it would be possible for counselors to meet with them from time to time in their work. The answer was? Yes?. Once again something that was not designed to provide constantly. 5th Is there something wrong? Not always my service you were looking for? Here is an opportunity for the customer to say that other services can provide. If you are looking for ways to expand its offering of this problem is important. In the session of a client wanted to know how the result could have a consultant who worked in or owned the specific type of activity they had. Access to a database of consultants in our chapter and its background could be useful for consultants and clients. Let's get together. (We had a consultant who has exactly the background for the client.) 6th My staff has been treated with care, attention and kindness? This would be an important issue for a service provider with an administrative staff to ask. Customers who do not? Do not ever complain about their experience with their staff, but might share something significant when prompted. 7th There is a problem that I have not devoted enough time for you? Sometimes clients allow you to move forward, but I am still thinking of a previous issue. This type of question helps them to revise the areas that have not understood and is still an open question. 8th I am doing what I do? Most of the time we are doing what we think the customer wants. Please check from time to time to see if we are doing what the customer wants. 9th Where there have been less proactive in addressing your conces? It is possible that the customer expects to move into different areas that we think are covered by other providers or staff members. ? Be proactive? may have a broader definition for the client you are using. This question may find new business opportunities. 10th Our billing is clear? You are always the value for your money? The bill is often a source of anxiety for the client. He needs to know exactly what he is charged. Does your bill show that? The latter value is essential to ensure the customer is satisfied with your product or service. * RESULT? This is an organization that is part of the Small Business Administration in the United States. SCORE volunteers experienced managers and business owners that the owners of small businesses at no cost. ** I used the word here and also customer service. You can easily replace the product and customer.

The CRM offers clients the knowledge needed

The CRM offers clients the knowledge needed In today's competitive environment, a successful Customer Relationship Management CRM strategy can not be only the installation and integration of a software package to support the processes.Customer Relationship Management CRM is to provide the knowledge necessary for the development and the implementation of strategies and, above all, intelligent customer profitability.Customer maximize customer relationship management CRM initiatives with the aim of meeting customer needs and the needs, expectations with respect to a maximum of life of the customer and the profitability for the company. The use of products for managing customer relationships, CRM software and CRM solutions to enhance the effective implementation of CRM in a organization.The ROI retu on investment is very difficult, if you eat for CRM. He adds, success can be found in changing the way they look at the problems and attn answers.The benefits of Customer Relationship Management CRM are clear: by streamlining processes and distribution, marketing and service personnel, with better , complete customer information, CRM allows organizations to build profitable customer relationships and decrease operating costs.With a CRM customer service organizations, service-agent productivity and customer loyalty by reducing the costs, time response and resolution times.Finallu call, the great, often overlooked aspect of successful CRM is to integrate the various islands information.Publishing guidelines: You can use my articles in your newsletter, on your website or in your print publication provided the resource box at the end. Registration is required but is not required.S. Maurer is a 53-years at college studying IT professional with 30 years of experience in computer and technology company. Now is the director and correspondence courses

A tale of two restaurants

A tale of two restaurants Charles Dickens began his book with the famous phrase, "He was the best and worst of times. This applies to restaurants and many businesses, which may have a great matter.They wonderful food and you? Appeal allowed, but their customer service you.So urges to use again and again, but you feel queasy on the subject, and much less than 100% is satisfied.This my experience with seafood Santa Monica, in Califoia. E? s in a position, the parking is plentiful and the food is good.but their rules are quite insane.For example, if you walk and there are many open tables, no - on hold, and there is no imminent reservations will be displayed, are they? ll have to wait up to fifteen minutes to seated.The other day I asked, "Why?"? We want to give our server the chance to catch up. To capture with what? I wondered. Believe me, not the lengths overworked.If you want to open a nice booth near a window, who won? T for you, unless you are so insistent that the loot appetite.The your logic? Just as the server side of the square for another party, so what? d prefer your place in the darkness of the cave, as the back to give another server business.Why certain that many do not allow the server to serve you in this beautiful stand? Today I saw crawler, bug in lettuce as beings that have accompanied the oysters Rockefeller.I called my server, who said this? d talk manager.In few minutes, the server is back and says:? They? Do not bug them? King crabs of the sea, and my manager said that? 's always in oysters. Later, I called the head and said: I want to meet with the director who says bugs on food is normal. He recalled the story of the sea, shrimp, but added: "We are trying to wash, and the wholesaler said that can not do everything, before us. Wholesale change? I removed thought.He (oysters, shrimp from the sea or not) from the table? M interested in the department of health? S did not take these beings.Anyway be nice if places like this could put an end to their schizophrenia, purvey good food and good service, and to remove the bull with other animals? Dr. Gary S. Goodman, chairman of Customersatisfaction.com, is a speaker, management consultant, and seminar leader and the best-author of 12 books, including Reach Out & Sell Someone? and monitoring, measuring and managing customer service, and the sound of the program? Law of large numbers: How to make success inevitable? published by Nightingale-Conant. E 'often called on the radio and television throughout the world. A doctorate from the USC Annenberg School, a Loyola lawyer, and an MBA from the School of Peter F. Drucker at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations and other organizations from Santa Monica to South Africa. He received the degree of Shodan, 1st degree black belt in Kenpo Karate. E ', based in Glendale, Califoia, and can be contacted at (818) 243-7338 or: gary@customersatisfaction.com.For information on coaching, counseling, training, books, video and audio, please go to:

Customer Service and Marketing Ideas That is what you do for your clients

Customer Service and Marketing Ideas That is what you do for your clients So I see you have a successful business, and that, given its failure rates in small and large capitalized companies and more. Have you considered for customers to buy your products or services, I mean really what your customers for that competition is not the case, one can not, or not? Have you considered? You must know the answer to the question, if you are in touch with your customers. So, now you answer the question in the months of May and tell me what you really from your customers and why they chose to compete? Have you considered what it is that you do for your target market and existing customers, which prevents us from driving to spend more with your business? Interviewed to find out what they think about what you do, your service, your products and delivery of these? Your customers will refer their friends? Why, for example, because you're so good to be advertised by word of mouth that the units to buy more people with you. Well, if you do not know the answer to these questions, then perhaps you should know why? Consider all this in 2006. "Lance Winslow" - Online Think Tank forum board. If you have innovative ideas and unique perspectives, to think with Lance; Source:

Customer Service spokesman calls NetFlix is the best way to rent video

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Manage customer expectations

Manage customer expectations Everyone talks about the expectations of their customers. It 'true. It is no longer sufficient to meet their expectations only, they must exceed their expectations of success. The client is very well educated and demanding. The Inteet has opened a whole world of possibilities. They want high quality, outstanding service and low prices. Reminds me of a sign, once I read in a press ... "Fast, cheap, good .. Choose two. "But customers do not want only" two choices ", which wants the whole enchilada! It is no easy way to exceed the expectations of its customers, most of the time. And this is to manage those expectations. Being in control. To put it simply, it is like to compete in a race, having decided that the goal should be.Often sometimes you do not know what their expectations. It 'almost impossible for you to win without that knowledge. If you help set the expectations that are more likely to impress your customer.Last week was looking for some real estate in Chicago for my son. Last Sunday I called a realtor. He told me that was opened in a house, but was retued to his office that afteoon and after a few lists of e-mail me. He never sent me the email that night and he did not call me back until the following day. It 'obvious that created the expectation that did not comply. Now the interesting part of this story is that I had no expectations on it when I get back to me first in a series in my head. At best, as it was called a Sunday I did not before me the next day. However, setting an expectation in my head and not go forward. He would have been better to say "I will send you an e-mail alerts of tomorrow" and then e-mail to me that night. That would have created my expectations and then exceeded it.My orthopedic surgeon, when looking at the xray of my broken ankle, I was told it was a 'good' break and no damage to the ligaments and bones, where it did not cured the problems. Imagine my surprise when I choose four months later. Not manage my expectations. Had he said: "It seems that a simple fracture, but only time will tell how fast it is better" would be less satisfied with what promises outcome.Think on his client. Are you sure you can make this promise? If not NO. Give a little 'wiggle room, take some' capacity 'under promise and more. "Establish the expectations of their customers so that we can always overcome them.Laurie Brown is a speaker, trainer and consultant who works to help people to improve their sales, service and presentation skills. The teleprompter is the author of a manual for managers, politicians, broadcasters and speakers. Laurie can be contacted through or 1-877.999.3433, or lauriebrown@thedifference.net.

The disadvantage of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

The disadvantage of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service With all the recent data theft in the financial sector, it is important to ensure that we are not crazy to protect us from harm. Risk management is a value, but this value is mainly in front-end. Reactionary risk is almost always a point where the value of protecting themselves or their customers the product or service you offer. Most companies are at this point, some think they can sell to customers as a security measure and mark with it.This is terribly lazy and damaging course of action for all companies undertake.I recently Citistreet, the company , manages to 401K plans for the company, leaves me in a month. I was a PIN over the first six months via e-mail, but misplaced the paper and one of the issues of security, asks: "How was your day begins with the company." Well, I worked for a subsidiary of the company was finally back in motherfold - so I really hire dates, and I could not just with the woman from Citistreet.So, the first gap in their process was a pathetic back-up system for the identification appropriate customers. Then I was told that I have a new PIN via email in 5-7 days and then log into my account via the Inteet or phone.I said, "Well, let me make this straight .. . I have to wait 5-7 business days for my account? You know that we are talking about my money, right? Want access to my money now and if not, then I am not for my money elsewhere (in 5-7 business days), but I would tell everyone I know about the operations pathetic that you (the is what I'm doing ). "With today's instant information environment is not acceptable, ask your clients to wait 5-7 minutes, or to get information. Imagine my shock when I was asked to wait 5-7 working days - was, as someone said Neil Armstrong and Buzz Aldrin after Apollo 11 space capsule has crashed into the sea, which retus to the ground on a Clipper ship and travel would be four weeks.So, I'm cashing my means and to another provider, and I think all of you who these companies are not crazy for same.The woman on the phone and apologized on: "I am sorry Sir - but This is just our process. "I said finally," the process is not sufficient. Fix or on the market. "What I do not understand is that I have the market and so each of you. Consultation with the social contract, my friends, and there are the right to market and remove incompetent as an obstacle to raising the living standards of all world.Joshua Minton is president of an Inteet publishing and management consulting firm, Family Bliss Enterprises, Inc. He is also the author of two novels, numerous short stories, poems and articles on art, philosophy, politics, sociology, science, popular culture, economics, health management, inteet marketing, blogging and personal success . You also Josh Podcast from his (and his blog (book, mirroring the temple: Win was the information on the Inteet Fantastic Success as an author, is made of this case and only where you can freely Josh exclusive weekly newsletter, in in his private thoughts and contributions embryos for the public to appreciate. In gratitude for Josh to keep that date in its thinking, it was immediately in two of his novels and a book of poems, published and are available only for List of members of his newsletter.

The business more harm to the customer service that most of Anything Else

The business more harm to the customer service that most of Anything Else Consultant in customer service, I see things in many companies, most companies do not see while working inside the company.Company PolicyOne key problem is? Company policy. Many company policies are designed to protect society from the customer, instead of helping customers get what they want and paid for. Your success will explode in your company and your employees are structured with clients? the wishes and needs of a client in mind.As how many times have you talked to a vendor or a customer service representative and feeling? sorry we can not do that, company policy. A barrier was placed between what is reasonable to think, and society. For me, I'm there.Is the problem? Company policy? or the employee? You can go though. Often, employees are trying to do the job the way they understand, which can often be that they are there to protect society from the customer is trying to take advantage. E? T say that is an employee? Bad? employee. I just do not understand what to do. That? S where the training of personnel, an official of liability comes into   And 'the work of people in your company who are in direct contact with customers     To discover and understand what the customer really wants, and   Providing clients what they really said wantsWhen of your employees? Impossible? Company policy? has created a barrier between the customer and you. The customer may not get what he wants, at least not to your landlord or company.Executive View   I know, I know I? M heard the roar of Executive peanut gallery? You? I have to make a profit. Well, let me make something clear? You aren t going to make a profit, or at least not as much useful, if not to the satisfaction of the customer. So, what I'm saying is to teach your people to listen to the customers. Change their point of view? Protect society from the customer stupid? one of always finding a way to help the client get what they want. Used to listening to the customer? Needs of communication activities   Your employee must be the channel through the maze of policies. He knows what the customer needs, he knows what the company policy, and his job is to take the customer through the company's policy for the client, where he will be. E? Ta police stop you at the door. This prevents the client. The first allows customer.When the company policy is the barrier   What happens if the policy is really a problem? Then, the worker must be the conduct of company policy setters to help them understand how society as a whole can better serve the customer with the company to change policy.I are in no way mean? Don? T make a profit. But when the policy is in place to protect business customers, instead of helping customers to reduce their profits. A customer wants, in general, what is reasonable.The fence business solution: Make sure your employees are empowered     To solve the problem of customers   To communicate to society the way the business can improve customer satisfaction, rather than hinder it.We 'll explore with you and your employees' customer service problems are the most difficult to transform these intocustomers begging for you. You? Ll discover that not only helps customers, but would lead to a workforce of more well.Come happy to sign for our tips and tricks to improve customer service emails.Alan Boyer   The head of people and businesses worldwide PerspectiveHelping They achieve more than ever imagined .... FASTER

Un po 'più i principi di un servizio clienti, parte 2 di 3

Un po 'più i principi di un servizio clienti, parte 2 di 3 In Part 1 we talk about exceptional customer service, as well? A little 'more. We have defined a customer as someone with whom we have a report (for payment of the client, family, neighbors). We met Master Electrician, Brent, offering exceptional customer service, more? a little 'more. Treat your customers with dignity, asks questions, listens, explains what to do and then does what it says would.Since reading this article, how do you do? Un po 'di più? dignity suggestions? What? s see? un po 'di più? begins to ask questions and listening.Asking is the only way we can really know what the customer wants. We are suggesting that we care about our customers and have the desire to help.Why not asked more questions? Perhaps because we assume that we already know. Suppose you know? Uncle Jack say? Break the word into its parts. To assume makes an ass of u and me. Not much more than simply ask to say the words. Research shows that a small percentage of communication through words. Most communication is through the tone of voice and body-language.In your book? Wherever you go, you're not? Dr. Kabat-Zinn explains how doctors are trained prisoners to complete their doctor-patient interviews asking? Is there anything else you? I want to say? In most cases, when the question is asked, these trainees are shaking their heads from side to side, with the body language of messages, No. No? It has nothing more to say. And if you do not want to hear. Applications may be uncomfortable. Why? If we ask, we are opening the door-to-know-what. We can dish of information, questions, feelings and perceptions that may or may not want to know how to handle. It can be intimidating and scary.When vulnerable and uncomfortable position of feeling intimidated or scared, we become defensive and angry, or confinement and small. Effective communication does not happen then? Likely.Asking is not just a piece of the communication link. We need to give our customers the psychological? Air time? and let them speak without interruption or phrase. We must listen.Listen is defined as an effort to listen. Like saying that a conscious effort to include not only words, but its meaning and its annex feelings. Communications guru, Stephen Covey, said:? The audience has to work harder, not talking. Here are some listening techniques that are used frequently. Y-Dang that, I find myself using them more often than I care to admit. Ignoring? insert the words right ear, roll around in cyberspace and lint, exit left ear, without understanding or attention. Imagine listening to? I am conceed with something else (computer, books, etc.) and to respond? Yes? ? Eh eh? ? OK. Should I listen? See ignored up. Autobiography selective listening? Pay attention and listen to some words, but only those who want to hear? with which I agree. Then take the conversation and tu around to my second own history, without regard for my client? S conces. Shotgun listening? I heard the first two or three words, and then tu off the rest, because he is wrong. I'm loading my gun to fire again as soon as this? Son of a gun? shut up. O and interrupt me? Er fly.Do using these techniques from time to time? Here we are? Un po 'di più? questions and suggestions:   ? Ask questions and clarify issues. Use the phrase? Is there anything else you? I want to say? to ensure that his client has provided all the conces. Be aware of your tone of voice and body language. Are consistent with their desire to understand your customer? The intention is to invite a dialogue. Empathically listen with your ears, eyes and heart until you understand exactly what it means for your customer (the words and feelings). Leaving aside the order of the day, me, and that these feelings are smooth and the process of understanding. Listen to understand, not necessarily to agree (as in sympathy). A focus solely on his client. Standing or sitting upright in an open position (uncrossed arms and legs). Lean slightly forward, with wide open, inviting eyes. Do not let your mind wander to your eyes or be distracted. Watch and listen carefully to the body language and tone of voice. You can ask more questions? I do not understand completely.When knowingly using these techniques, my communication becomes much more effective. I do not get angry or defensive. I do not have arguments or fights. I do not feel like hours of operation away.A targeted, useful and appreciated. Are productive, successful and happy. I believe that my clients appreciate, support, and the number faithful.Go! What? S of natural law, again? Give what you get. In commercial terms, is an excellent retu on investment.Think about this honestly. It's like in the fight against ', they argue, and challenge their clients to pay, a spouse, partner, children, friends and neighbors? Want to improve relations with customers, without any outlay of cash? I challenge consciously apply these? Un po 'di più? ask questions and hear suggestions. I assure you improve your relationships. Use? Un po 'di più? dignity and suggestions that the experience even more enhancement.What you have to win? win / win success and happiness for all.Keep practice, and not mosey away from the track? Why are there more? un po 'di più? come.Copyright early? OHLER is 2006Dan Thinkin? Outside The Ba! Dan writes and speaks on inteational relations, happiness, and change. He helps you lea the secrets to create life long flourishing relationships, and abundant success. FREE-how you can do-it-too articles, visit his copy of "Thinkin 'out of the ba and Steppin' to visit a BS

You may humble service Render

You may humble service Render I re-read the book, Think and Grow Rich, Napoleon Hill, and I can not? Tell us how this impressive classic self-help is all! Among other fascinating, says Hill? The ten leading causes of failure of leadership. Reluctance to provide the service humble? which has caught my attention and I was immediately transported back to Columbus, Ohio, where he has been training hundreds of clients in a wide company.Some of these people are misfits not true that they are dealing with a service capacity customer service, because really help others.This have been neglected, as the application of my path to the call service, which has a line that is particularly effective to put at ease listeners? Sure, I? ll be happy to help with this? Can I? Do not say that? some of my apprentices required. Why not? Because it sounds bad? Why? I asked, knowing of this line has shown millions of calls to my customers? sites. Why NSI? I, I just do? Do not say that? what? s all. And we went around and around until I had an epiphany, which I shared with them reluctant distance. He said:? The only reason why the sound is not true if you want help, yes? RE NOT HAPPY to do it? This was an incredible moment, because none of these trainees might dispute that had involved some sort of basic truth.To loans Hill, who could? comfortably do humble service, were so full of themselves.If you feel that way, and deal directly with customers, as a favor to everyone, including you: resign as soon as possible! No? s impossible to satisfy customers if constantly? Committed only to himself service.Dr. Gary S. Goodman, chairman of Customersatisfaction.com is a keynote speaker, management consultant and seminar leader and best-selling author of 12 books, including some groups and sales? and monitoring, measurement and management of clients, and the audio program, the law of large numbers: How to Make Success inevitable? published by Nightingale-Conant. He is a frequent guest on radio and television throughout the world. A doctorate from the USC Annenberg School, a Loyola lawyer, and an MBA from the School of Peter F. Drucker at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations and other organizations in the United States and abroad. Holds the degree of Shodan, 1st degree black belt in Kenpo Karate. E ', based in Glendale, Califoia, and can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.

The company has more harm to the customer service of any other

The company has more harm to the customer service of any other As a customer-service consultant, I see things in many companies that most companies do not? T is working on the farm company.o policy   One of the biggest problems is? Company policy. Many activities are structured so that businesses of its clients to help, rather than the customer get what they want and paid. Its success will explode if your company and your employees have with customers? The wishes and needs of a client mind.As, as has often been a conversation with a seller or an employee of the client and listen? Unfortunately, it is possible? t do business. One obstacle has been reported between what you think it is only reasonable, and society. For me, I'm from there.Is the problem? Company policy? or the employee? It may be more or less. Often employees are committed to achieve, as it is, often to protect the company by customers for use. This is not it? T, that the employee? Bad? Employees. Only that he not be? T understand what he must do. That? S, where appropriate, training of employees in.o responsibility   E 'responsibility of people in your company, in direct contact with customers   To discover and understand what the customer really wants and   Deliver what the customer really wantsWhen tell your employees? Can I? T? Company policy? Has a barrier between the customer and you. The customer may not be what you want, at least not with your executive or the owner company.o View   So? So? I? M heard the roar of the Executive peanut gallery? You have to make a profit. Well, I feel a little 'clearer? You are not? T intend to make a profit, or at least not very useful if you are not? T, by the customer. So, what do I have? M say, is to listen to your employees, for the customer. Change your perspective? Protect society from stupid customers? becoming more and more to find a way to give clients what he heard workers wants.o customer? Communications must be firm   Your employees should be the transit through the maze of company policy. He knows what the customer needs, he knows what the company and its job is to enable customers through the company operations to meet the customer where he wants to be. He is not? Ta police stop you at the gate. The barrier for the customer. The first helps customer.o If the company is the barrier   What happens if the policy is really an obstacle? Therefore, workers should have the management of the company, the policy-set to help them to understand how society as a whole can better serve the customer from a change in society policy.I are in no way mean? Don? T a profit. But when it set up to protect society from the customer to help the customers, instead of your profits decline. A customer usually only what it wants political solution reasonable.The corporate Accessibility: Make sure that employees are empowered to solve the problem for customers   or for communication of the company, as the company can improve customer satisfaction, rather than hinder it.com for advice and suggestions on improving customer Service.Leader 's perspective   Assistance to persons / companies FASTER reach more ..

The remarkable performance Thanksgiving

The remarkable performance Thanksgiving A simple thing to forget in the middle of our hectic life is the simple act of saying "Thanks." Who has time to slow down for this old-fashioned courtesy? And yet, from a gratitude for your marketing strategy, I promise, you reap huge rewards.You released soon, because it is not something that other entrepreneurs in the habit of doing. Courtesies extended hours old actually gives you an advantage in the market. It goes a long way towards cementing with potential customers and strengthen loyalty.One of the best ways to thank someone for a paper written by hand. Get into the habit of writing notes. Keep a stack on the desk and scribble notes to customers, suppliers, customers and staff mentors. Once you start thanking people, there are infinite possibilities. And guess what? People are tickled pink for a good, old-fashioned card.Write a note that is sincere. Make sure that you express gratitude to your message, and not just a disguised sales pitch. Do not be afraid to be warm and personal. And if you are a chicken scratcher like me, do not worry about how the writing looks like - you write your message and send it in any case! Timing matters! In most cases, your reputation in a few days.Here are different ways of people to thank: * A new client / existing client * client / customer, you will receive a new project * Who makes a referral for your company * A colleagues, the tips you * As a follow-up after a meeting or call * for a good job by an employee, supplier, or in connection * If someone shows you how to create a kindnessPeople feel appreciated and recognized. You'll find that with a word of thanks to the people, you are the reports. Your simple act of recognition, people will be removed from your competitors. E 'connecting with your customers, employees, suppliers, etc., in this way, do not forget to thank the people - as well as an estimation! And the word-of-mouth recommendations. If someone has been estimated, and feel that someone who needs your services / products, the company recommends? The power of saying "thanks" is a powerful, yet simple marketing tactics. It is a habit and you reap the rewards.ACTION STEP: You have a habit of gratitude? No? Then go in the business today and in a few papers. Make it a target of at least 1 card per day (yes, that of 5 per week!). It is not only part of effective marketing, but it is a winning strategy, not you down! Copyright 2006 Marketing MavenWendy Maynard, your friendly Marketing Maven, publishes noteworthy COMMERCIO, a weekly newsletter for entrepreneurs, professionals and entrepreneurs. When you're ready to skyrocket sales can easily attract customers, and are more fun, your free report:

Frontline success

Frontline success Too often, companies strict guidelines, such as customer service employees should consult with their clients. First, most companies, whatever their field, to emphasize the importance of respect and develop strong relationships with its customers. This trend began years ago when it was a genuine gesture to make a free call or visit to ensure the satisfaction of our customers. Today we are witnessing the monotonous customer service, and do not necessarily associate the follow-up, and recalls a relationship techniques.Firstly construction, not to speak? S the importance of our customer service. Whether we like it or not, the customer service has been overshadowed by the vast number of office politics and so-called meetings on what the next session is active. Customer Service Representatives are the key to the success of the company. They are the backbone and front-line contacts, are able to cancel or sales targets. They are also the people who are the customers to come, waiting for the client? The experience has been positive. Customer service and sales managers are always trying to enforce? Wow? Factor in dealing with their customers, but a key element is omitted. I think there are three basic components for creating a positive customer service. Positive in the sense that the customer is satisfied, the customer has its own service activities successfully (with a smile of course), and the company has fulfilled its tasks in a successful product or service.1. Proficient ServiceIt a frequent customer is a customer service experience negative individuals experience. I would say this is mainly due to lack of training and what is worse, the lack of information or product in the industry. For the most part, the customer service representatives are able to answer questions for their face value. It is regurgitated information from the computer desktop. The customer knows that! But what happens when a detailed explanation is unnecessary. It often feels EMS, AHS, sighing, and dead air. Businesses need more time, effort and money in customer service with the extensive training on their products and services. As well as the ability of workers to answer questions without making a 6? Note Binder. Indeed, why not a little 'training, what the competition has to offer? This does not help to improve the customer experience, already knows what the competition offers? 2nd The commitment to the development of client companies SalesWhy are often in the dark? Representatives of businesses and developers are trying to increase sales and customers to improve their respective companies. In this process, sales teams are too busy dealing with the year-end bonus and the achievement of objectives. Required customer information for customer non-service agents. Customer Service Agent should, in essence, know only as much if not more about the customers that the sales staff person. The sales people, with all due respect, it should be an ear, because their customer service representatives can highlight critical issues and service sales. Do not forget that people are in conversation with customers every day. People outside sales and / or new business developers should include information from their customer service team, and has more than value.3 face. Why Not Compensation? I call it as easy as possible. When a company Representative Customer satisfaction with the improvement of job performance and profitability? If not for the few people who pay attention to fundamental details, quality, and the score himself, would tu for the worse, necessarily. He said in no uncertain terms, businesses should be the satisfaction of its customer service teams: increasing wages, improving benefits packages, bonus structures to reward performance closely and those who deserve it. If we go to the top companies and so-called standards for the industry remuneration.By: Adrian Grbica, Vice President for an innovative web service for entrepreneurs and the seller.

Read this article if you are frustrated

Read this article if you are frustrated He recently had a problem with someone of your own, a situation that makes you angry or complaint that you made and then said, I understand your frustration, but you must understand that .. . T It is not fun? Silly humans, they believe that you buy into their BS explanations of why things are as they are, rather than to solve the problem, getting off their butts and recovery or improper setting of the issue.You Why do it? In fact, they think that are engaged in? Theory of conflict resolution? and you know why? Well some moron, some ok to write a book on how to deal with the difficulties of dealing with people, probably started as an electronic book, became a best seller. In this book, it says when you are angry or complains that it is necessary to retu to a rational state that allows you to work through issues with them. The instruction manual is actually decent in certain situations, but men usually are not so smart and start using this for everyone. Here's how it goes, a person is angry, the person B is? LISTEN? and repeat what they said to emotional understanding, IE theory of emotional intelligence. Next the person is required to calm down and listen to the other person B, how do you explain what you can and can not be done because of the way things are.I A person is a fictitious person then B can not convince that there is some red tape, or before dealing with red tape and that is how it is done, because that is how we always do and these are the rules and 'there is nothing we can do about it, and I feel sorry for you Person A (# 334-2A-6783247). The other day I lead a middle class, soccer mom, the former leader said his daughter and could not read a book of children in a Magazine Rack and Starbucks have used this tactic on them. ? Ah, I understand you're frustrated, but we must go faster and my mother said you can not start reading that now, because before we do. The very smart young man, said:? So I still want to read and is not a good reason. The mother said, but these are the rules. The boy said:? What you do, you never said before? In fact, we are so conditioned to buy into Hokum forms, documents, rules and bureaucracy, which allows us all to stop us from doing what we need. Not that we should 't follow all the rules is that rules do not help anyone, and most can not remember the reasons why these rules exist, or who made them? Many people are frustrated about why they can not get the service they are entitled to business, govement or person. Why everyone is so busy copy this pretext tactics. Even entrepreneurs often do so at your own risk. Because if you do not give customers what they want, someone else, so if you are frustrated with too many things there is a reason and I understand completely, but these are the rules? Think about it. "Lance Winslow" - Online Think Tank forum board. If you have innovative ideas and unique perspectives, to think with his lance;

Customer Service Customer Satisfaction vs. Customer Satisifaction

Customer Service Customer Satisfaction vs. Customer Satisifaction This may be something simple, but I think we need to define clearly what we do with customer satisfaction satisfaction.Customer? .. O expectations customer.We often think of customer satisfaction as a process nonlinear?. Major efforts have been in a client is satisfied. This is not right? T so.Let? S breaking customer expectations in two categories:   Expected - what the customer expects   Unexpected - the things that the client can not be? T know that there are also, but I would be curious to find unexpectedly delivered.If a customer expects something, it is very unfortunate if he can not be? Get T, and is convenient, or simply happy when it finally gets. In other words, in this case? Met? Nature? the client agrees with him. This is almost a event.The not only from here, if not? T to provide, and ever better, until it is fully committed to customer? Expectations?. What is it? Middle of the road? ? Average. People expect that their expectations to deliver so that average is good, so, so, if you let her expectations.Now? s view of the unexpected. If a customer can not be? T is something he is not expected, since he can not be? T know that there? S should not be, is still correct. However, once you start is something completely unexpected? Ll start? Joy? and that the customer? s, if you outshine the competition, if you? ll, many customers tell us in a good way, and referrals.To summarize:   1) expected - there is always the expectation, all the way to go. What makes you? Acceptable? and OK.2) Unexpected - But if you can find the customer wants something and appreciate the values, but it is not he? t expect now? ll have? happy? Customer. Then, try to find the unexpected, and provides all time.What happens when we die? Unexpectedly. For a while 'you? Ll be at the top of his list. Once the notice and the competitors are doing? Guess. You? Expected.Keep ll be looking for the unexpected, and not before the public and your competition.Alan Boyer, President / CEO of Leader? Perspectives, LLC provides customer service training, to help your employees meet all the expectations of the time, and find things that inspire you customers.Working with staff for the development of measurable results for customers would retu. The Leader of PerspectiveHelping people and businesses around the world reaching more than ever thought possible .... FASTER

Good customer service in a retail store

Good customer service in a retail store Customers want to be treated right when you enter a store. Unfortunately, they do not? T always the desire of them. Sometimes it is because the customer is a little 'rude, a worker at the plant to respond in the same way. In other cases, an employee may be just a bad day. In any case, it is not good for the economy. If a customer is treated badly that won? T back, and they will tell others about the experience and the people won? T-Shop either.Fortunately you, there is much can do to help ensure that employers to their employees quality customer service. One thing is that all employees switch roles, and after a while 'time. Employees can be crazy to work in the same role in everyday life. Suppression of employees who are not working. A major source of frustration for employees, the fact that they constitute a large part of the job. In addition, employees with adequate payment and fairly at all only through respect for what they do. It is not difficult to say thanks or good job.It is easy to see that employees are treated better, the better the score treated.Andre Bias is the owner of an online resource for premium DVD for children 10 years old and younger. He is also the owner of websites and

Angry and abusive customers apply the right of thinking makes life easier

Angry and abusive customers apply the right of thinking makes life easier We all have to do with difficulty, even angry or manipulative customers. The process usually is irritating, frustrating and time. Although it seems that often are at the mercy of unpleasant customers (or people in general), which is not true. By leaing defusing skills, an attitude that will help you to be immune to the insults, barbs and attacks difficult customers, you can use the frustration caused by these situations, better customer service. In this series of articles which will help you with the mindset and skills to deal with difficult customer situations. This week we talk about maintaining a mindset, which is the basis for addressing them.What 's the best way to think about difficult customers? First, a common reaction to bad people, or abusive people is a feeling of control or manipulated. Unfortunately, if you feel manipulated, you are more likely to react defensively or aggressively, the situation is much worse. So, here's a first thing to remember. It is so important, you should remember it.I will not allow the difficult, unpleasant person that I am upset, angry or frustrated. I will not allow this person (whom I barely know) to ruin my day or my unhappy, because in the scheme of things, this person is not important enough for my life (who is really?). Secondly, you have to be clear about your goals when you meet with a bad score. And 'yet? Too humble? Often the first gut reaction to these people is to show them to fight ... back. While this is a normal reaction, guess what happens when you try? The interaction continues for longer than it would be something different. And because the situation is more, it's probably even worse, more worrying, especially if the customer decides to go beyond your head.You must be practical and realistic. Sit next to the part (remember, you are not letting your customer goat), unless you want more discomfort. Here is a simple set of objectives that can be .* I want with this person professionally .* I want to end this nasty interaction as soon as possible (which does not mean throwing gasoline on the fire). By working towards these goals simply do your job more efficiently and in a sense you can be proud of. We make no mistake here. You must not like the bad person, or even wish all the best. But what should be done (for their own benefit) is to act with professionalism and calm and to avoid doing something to extend the visit to hell the customer is trying to inflict on you. E 'to your advantage to do more to defuse so.Is there this mentality? Yes In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks dependent on the successful think. They take a position that this.When as this customer is gone, I would like a review of how they have been (regardless of how they are carried out) and say with pride that I have acted in a professional manner and in a constructive manner and not bend to the child (aggressive, angry, etc.) for customers at ease. I do not feel that I acted badly.ConclusionYou perhaps something about what to top ... something that is different from what the other focus. I am not on how it is "good" to be nice to unpleasant people. Do not tell me to smile when you are with your ass verbally below. And I do not hammer on the usual value of customer service. This is why I know why you should work to lea how to defuse angry people are for you. The benefits and advantages are so overwhelming in terms of reducing stress, enjoying their work and feel a sense of satisfaction at work. Remember that it is for you. And by "best part of yourself, will be offered in a casual way better customer service and an effective contribution to your organization. (C) 2005, Robert BACALAR, BACALAR & Associates. You are cordially invited to "reprint" this article online as long as remains complete and unaltered (including the "About the author" information at the end) all links are live, and this copyright notice and a statement of authorship are included.Robert BACALAR has trained over 10,000 employees, how to deal with difficult, hostile, angry, and only through its customer seminar "defuse Hostile customers." He is also the author of "Perfect Phrases for Customer Service", published by McGraw-Hill, and "The Hostile defuse the clients work, which was designed so that a seminar in a book. Information on these two books, including free extracts can be found on the customer service area of free articles, advice, tips and information on all aspects of providing excellent customer service, visit the Customer Service sector s full list of free Help with a series of problems at work, from conflict to teamwork, go to

Voicemail 800 numbers to increase the credibility of the Business

Voicemail 800 numbers to increase the credibility of the Business Millions of Americans are small business owners, while millions more are second income from home based businesses. Still others are telecommuting or working remotely, at least part-time. Over the past ten years, I had the opportunity to do all three. Although attitudes have changed over the last ten years, I believe that there remains a stigma to working in a career from home. The credibility of those of us who do not commute is sometimes questioned by those who do. It is therefore important to use the voice mail and other tools for most professionals in our house.     During my term as editor in chief of two magazines for consumers, I worked outside my home in Northe Califoia. Even if the publisher has offices in New York and New Jersey, the magazines do not have a physical office - only a virtual office. I was an art director in Southe Califoia, was editor of my apartment in Arizona and hired writers from around the world. All those who have worked outside our home, however, has succeeded in creating a bright magazine distributed nationally and inteationally. How do we do?     While most of our interactions are conducted via e-mail, also rely on software for voice mail. Although I believe that the recruitment of a service, I thought that was a prohibitively expensive and less reliable than a voice mail system. With this system, voice mail, not knowing that the magazine editors of the core is really about the United States.     Similarly, why not have an office, we had to find a way to make the joual accessible to subscribers who have questions or conces. Our solution was to take a toll free number which subscribers can call to reach the service. Number 800 of our business is very profitable, and our members appreciate the opportunity to call a freephone number 1800, instead of supporting the long-distance charges or to inquire about a subscription.     800 numbers can add enormous credibility to the virtual office or home based businesses. 800 phone numbers to reassure customers that demand a "real" businesses, and the cost of a toll free number is easily offset by other activities that you or the collection of additional items that you sell.     There are many companies that provide toll-free numbers for employers or working in a virtual office. When you select a service, you should try the following:     * An "automatic" to respond to calls   * A voice mail system, which offers more mailboxes   * Unlimited Message Capacity   * The music plays while the customer is waiting   * The Administration on-line   * Calls I.D. or call announce, so you can decide whether to answer the call or let it go to voice mail through     Having a virtual office does not mean sacrificing credibility. With a toll free number and a voicemail system, the people with whom you dealt with on a regular basis will never be the wiser.   Chris Robertson is an author Majoni Inteational, one of the world's most popular inteet marketing companies on the web.   Visit this site and Majone Business entrepreneurs and businesses and entrepreneurs directory.

How to get the most from your mobile phone

How to get the most from your mobile phone When Alexander Graham Bell invented the telephone, has done little to realize that the positive impact on customer service? or the negative effect that might have too! Yes, the phone can be a great tool to help provide exceptional customer service, but can also quickly destroy a customer? s perception of their service. What measures can be taken to ensure that when you or your staff use the phone, but it adds something positive for the customer experience? Here are some ideas.Answer PromptlyIt? S an old, but usually ignored advice! You're sitting at your desk, deep in thought, writing his monthly report and the phone rings. ? I? Ll just finish this sentence quickly? tell you and before you know it, the phone has rung 10 times. The caller is unlikely to be in a good mood? assuming Hasna? not hanged! Just try to remember the last time you sat on a phone with the signs and signals. What pictures came into mind while you were waiting? The image of the person who is trying to convene a meeting on the desk or chatting casually drinking a cup of coffee? No? You have not done a good mood? So why put your customers through it? Objective answer the phone within 3 to 5 rings. A speedy recovery to get the conversation to a positive start and also avoids having to open a conversation with apology.So for the phone as fast as you can.Be EnthusiasticWhen to answer the phone, make sure your voice transmits the message? really happy to talk to you? Have your voice light, bring a sense of enthusiasm in his tone of excitement and more importantly, anxious sound. No? I can not believe that the caller that you should do something else? even if it does! Get a real sense of optimism in his opening greeting. Say you? Hello? o? Good afteoon? with a strong enthusiastic tone. This will immediately lift the caller? S Spirits, and it was a really good start.If are having a bad day (and get them all!), And enforce the enthusiasm is going to fight, stand and take the call. This helps your voice and the slight change of position and body language can have a positive impact. Out.Listen test what they have to SayYou may think you are listening carefully to all the conversations you have. What? S pretty hard to do when you are face to face with someone, but by telephone, without contact with the eyes, keeping the focus is even more difficult. What? It is very easy, especially if the caller has the habit of stuffing on each item you want to do, to think that the task is interrupted, or had a chat with one of their suppliers before. Before you know it, you? Lost track of what the caller is about.Actively listening to what they say is the expertise of all needs to use the phone as a tool for customer service. But how do you keep the attention focused on what they say? First, commit to go and listen actively. Without a clear commitment nothing ever happens? Take notes during the call, even if you do not need. Having to catch the caller? S key, which forced him to listen. Just concentrate on writing the key words that would otherwise not be focused on writing and not listening? If the declaration is made, repeat his words. This will force the listener of the main points again? Ask questions. Do not go too far with a barrage of questions, but just enough to ask to keep your mind alertActive heard was not only to ensure that it contains all the key issues, which ones? And also on respect for the caller. They believe that were treated with the importance and respect it? It is obvious that there was listening. Relevant issues and casual? Umm? can go a long way to give meaning to the caller to be heard to.Avoid DistractionsIf possible, try to eliminate as many distractions as possible, while we talk on the phone, especially if the call is important. If your office is open the door and the noise is affecting the general office listening, ask the caller to hold for a moment and close the door.If someone enters your office while you are taking an important call, to tell him of stay away or go back. It can be very annoying to have someone sitting at the desk, and there have talking.If you are working on your PC when the call through, and tu away from his face. No? I do not want your eyes and mind wander to review the document have been working on! Compared to the caller? S time and avoid or eliminate anything that might cause your mind to drift off.Finish StronglyWhen the call is coming to an end that? s important to finish in a strong and convincing. Summarize what has been agreed, action should be taken and by whom. Allow the caller no doubt as to the next step is.Just its opening was full of enthusiasm, so that your closing statement. A good, strong and positive? Good to talk and talk to you soon? close the call to a satisfactory end. The client will lock in the knowledge that the call is worthwhile.Answer Telephone & Voicemail MessagesIf you're not at your desk or office, in every recorded message is so important in creating the right, as the impression of a call, yes. Some people do not like leaving messages, but if the phone has the ability and then use it. Leaving a message, at least, the customer will be able to satisfy in part the reason why we asked. I can not say nothing can be frustrating.Here are some thoughts on how to write effective messages? Type your message before saving. Do not do outside of the bracelet, because it is likely to be full? Umms? and breaks. He won? No sound professional? When recording, speak slowly and carefully, so that the caller can understand everything you say. This is especially the case of phone numbers where you can reach in an emergency? As the message and the claw. Do not fill in the information unnecessary? Call your number and listen to the message. If not? Do not record the sound again and again until you? Regularly change your message to reflect what they are doing. If you're on holiday, the date of retu. If you are just in the moing, tell the caller you will see the call in the afteoon. Messages that are in the process of causing the caller to leave a more confident messageIf use of the phone can be a great resource to build a reputation for exceptional customer service. Used properly, can damage your business and give another reason to go to their customers and their activities elsewhere. Robert Warlow   Small Business SuccessSmall business success is a resource dedicated to helping small business owners are more successful. If you are looking for a regular flow of ideas and tips then subscribe to Small Business Success a free newsletter, which offers quick tips, ideas and articles. Visit

The ABCs of Customer Recovery

The ABCs of Customer Recovery This week I present you 26 little ideas to help you respond to customer complaints and difficult, with much more ease?. ABC? S ct Recovery.A customers every customer as if lost? Sales paycheck.Believe your best customers. Don t the error in assuming that most customers are not just something for nothing. The truth is that less than 1% of customers to contact the companies in further mind.C ommunicate of tact and diplomacy when you final answer? No? and the explanation about the company policy.D tell a client is wrong. Telling a customer they are wrong never makes them want to agree with you. He does not push more forcefully in their position.E mpathize unhappy customers and allow empathy for this season of your responses.F ind a way to say yes? to customers. Instead of saying? No? the client or not telling what you can do, to think critically about what you can do.G Ive a chip for a good, as a form of apology.H had a sense of urgency. Demonstrate by its words, and speed of response to get to the bottom of the problem, as it is important for you and your customers customer.If nvolve in the process of troubleshooting. Sometimes? S very useful simply to ask? How can I fix this? Note the client? The name and details to describe the problem if you? T are asking customers to repeat customers information.K eep track of your calendar and solve their progress toward problems.L Isten with the intent to really understand your customers, not with the intent to interrupt, or the answer correct.M onitor your service calls the client to make sure that the tone is friendly, helpful and willing.N Egot resolutions that balance the interests of your company and your customer.Open the door of customers dissatisfied with applications open. Make your application demonstrate a sincere interest to better understand the customer? S ut experience.P problem in themselves or the client? S shoes. How would you feel if the same problem happened to you? Q uickly apologize. Apologize when the company is at fault and, even if the customer is responsible for the error. An apology goes a long way in creating peace, the spread of rabies and regain goodwill.R ecognize that the problem is not the problem. How is managed becomes the real problem issue.S ay? No? Diplomatically and without rancor. The best way to start the client is saying what you can do.T skein customers for their p-feedback.U serve your customers, offering products and services that improve the value of purchase.View client because of his work --- not as an interruption of your work.W OW customers.Ex amine to cause problems and work to eliminate the problems or to root.Y the company to every customer. Never underestimate your power to influence the customer? Decisions.Zero future purchases of the customer? S needs and wants.Myra gold is an award winning professional speaker and director of Myra Golden Seminars, LLC, a customer service training for customers of food and beverages, banking, health care, for hotel and other sectors. Its clients include McDonald's, Johnson & Johnson, Coca-Cola, Frito-Lay, Michelin Tires, Pirelli, and Procter & Gamble, among many others.For hundreds of ideas for improving customer service for use in the service customer training, visit the portal for customer service training by going to Source:

3 Common objections of customers and their meaning as a response

3 Common objections of customers and their meaning as a response Just because a customer of a price or features of the product is no longer? T means that aren? Not interested in buying! As a seller, you should lea the meaning of your customers? objections, in order to respond appropriately and any opposition, in tu sold a habit! charges are generally a good thing.Your customer? s objections are signs that they want to know more about you and your product and are interested in buying! Where have you been? Not interested, that would probably make? I do not want to continue talking with you and be happy with their feet brochure.Your only a response to an objection might determine whether or not to make the sale.   Make sure your tone and behavior reflect the positive attributes of a client? S objection.As a seller, your first response to an objection might seem programmed defensive. You can go into a spiel about their product or list of statistics to show that your company and product is better than competition.Stop! This ISN? Not on you and in this ISN? No competition at this point? S about his client. To make the sale, you must lea to focus on customer and leaing to deal with their specific needs and questions.Your customer is interested in buying, if you simply want to know more. The question is? What do you want to know more about? Once at the root of their objections, in order to address the conces and questions that are bound to act in their interest to purchase you.Getting the root of objectionObjection Price? Is that the best price you can offer? ? The customer could also say? The price is too high? Right? N. necessarily.A issue price is often far higher than the price of the product. The client may be testing the waters to see if this is the kind of situation that is expected to bargain, or perhaps they are really interested in your product and want to make sure you are getting the best deal (not necessarily the most low-priced). Immediately to lower the price might make you reconsider your purchase. May I ask what the product is really value and why you charge more the real value of their product. Strange as it may seem, true to the original price will probably give you a better chance of obtaining the sale. Shows that the price of its product line with its true value.But not just leave it at that! If the customer wants to buy to make sure that the product is the best, do everything possible to ensure that is.Objection: Characteristics of the product? Rolling rollers are low? Be careful how to respond to questions about the characteristics of the product. The customer may have heard of a characteristic of a competitor? S model which seemed more appropriate for use, or may be curious about the function of product.DON? T suppose you know why your client? S issue. You may end up talking about the continuous sale of blabbing something that aren? Not interested in them and show what a bad are.So heard that before entering into a long discourse on roll size and what is or ISN? Not important for the operation and enjoyment of the tape? blah, blah, blah? try to keep his answers short and sweet. Simple, yes? is more effective because it allows customers to further explain his answer question.Your advance and show them that you are ready to answer your questions. Do you feel comfortable talking with you and then purchase you.Objection: Unrelated Factor? I really need to consult with my husband before taking a decision. So you've never made a purchase of thousands of dollars before getting the go - before my wife. And I, without doubt, the question that nobody has tried to do me. Would? No? Customers who have other factors in their life that can prevent a decision about your product. The opposition has nothing to do with you. Trying to close the sale the customer can feel uncomfortable pressure to make a decision and less likely to trust their business.If do not know the circumstances behind the objection, trying to follow the process without forcing the customer into a decision . Objective of strengthening the relationship and the relationship built with the customer. This will encourage them to retu once you have done a decision.All charges are different from every single reason. Keep your answers short and sweet that will ask more specific questions and explain your conces. How to get to the root of the objections that help you customize your approach for each client and eliminate your conces about the purchase of the product, as close to you that the sale! Tom Richard is the author of a weekly magazine called Muscle sale. To subscribe to this magazine, on sale free skills and send a blank e-mail to subscribe@tomrichard.com

A White Taking advantage of the goodness

A White Taking advantage of the goodness In 2002, we? T much interested in the well in business, business people and some claim? What is the kindness to do with business, anyway? It 'a matter of real or just to prove a point? Or maybe he could not understand what kind t really have to do with business. Or maybe the word is a word of jargon, an unknown language.A we consider the customer service or services of the business population, one might think that the use of words, including listening, compassion, respect, being respectful of control? anger, no shouting to the customer or employee are included in the equation kindness.Now, if you were looking for on the Inteet today Kindness, you'll find 50 + pages of this word. At first, there are the people who brought this? Idea? well on the market, and say that you can really take advantage of kindness or assistance in our businesses. WOW! A fact: Olivia McIvor an HR Professional joined Canada Trust, where he went to put the job? Man? in human resources. As the bank deals with large volumes of armed robbery and critical incidents every year, saw that it was imperative that the human resource team was formed. An anti-violence campaign not only met but far exceeded the CAT requirements.The Example Canada Trust Canada Trust CT 1999In October Kolleague celebrated their first week of goodness. His first step was to be very clear about its values and the result and where he wanted to see the organization in 2-5 years. Its vision is that the organization in which the heart and the soul is infused throughout the organization. There is a sense that our soul has been awakened.Her are challenges to overcome, such as the use of the word kindness in business. Kindness is the respect and integrity to the next level for action. This is a paradigm shift.Olivia approached his PR Manager, Sr. VP and regional director of retail marketing our own, were all positive and significant. In light of the merger with TD? Toronto Dominion, they need to pull together as a team. Kindness is very concrete and bring people together. He has also written to each branch manager and received 99% of the buy-in from them. We found a way to connect the kindness with existing initiatives such as Black Diamond Award, a healthy life and programs Gallup poll, and our community service initiatives. The support of senior Professional help program managers and executives have contributed to the implementation of initiatives. (The Black Diamond Award is only for managers, this time it was open to all employees). Olivia immediately started working on roll with 72 branches and approximately 20,000 employees. His guide is the result of the success and leaing that has brought more than five months it took to implement the goodness of Kolleagues program.The concept was a tool to maintain effective communication and has been reinforced with employees, that CT was a place of work. In 2001, TD has received the trust Marketer of the Year, I wonder if the program helped them to win the kind of award? No, no doubt in my mind.Do is thought to have taken advantage of the goodness? Two: Are you the advantage of rudeness and Bad Manners? Rudeness is becoming increasingly common and in our work? Take a toll on the happiness of employees, customer satisfaction and the bottom line .. There are more competent to deal with the software and have lost ground to man-ware. E? S in the treatment of colleagues, subordinates and customers with respect and consideration? Says: Giovinella Gonthier co-author of Rude awakenings: Overcoming the crisis of civilization Workplace.Fact ThreeCanada in 4th place out of 32 countries around the world for the violence in the workplace. Stress is the most important. Dice: Inteational Labor Organization? A study was completed in 1998. The study was conducted in 1990 showed the same results up.Fact FourDid know ..? Organizations where employees perceive higher levels of virtuousness have a lot more profit margins? Not only revenue and profits are increasing, but the employees are more productive, morale is higher, the staff tuover is lower and customers are more loyal. Companies can now benefit from good, up to 15% efficiency. E? S amazing companies that invest in human capital is the creation of economic capital. A study was conducted by a UM researcher, estimates 15% increase in value in companies with? Virtuousness. Written by Richard Morin of the Washington Post - October 2003Cameron and his research colleagues, David Bright at Case Weste Reserve University and Arran Caza dell 'University of Michigan, the first case of a national curriculum be kind and sweet, including Griffin Hospital in Derby in Connecticut, and CH2M Hill of Denver an engineering and construction currently rated by Fortune magazine as one of the 100 best companies to work. They have made it difficult because they have asked organizations that have reduced over the last 5 years.Read more?. Note FiveSoul Graffiti Enforcement Encourage Kindness Laura Lacy editor for The Daily Beacon OnlineIn March 2003, founder and CEO Joe Powers activated to promote the goodness of a career. ? Kindness is something for everyone, even the evil people you know, deserve? Ashley Overton, a Sophomore in film studies, said? Soul Graffiti is? The conscious act of kindness to take another soul, always leaving an impression on others? s life. Their site has received over 55,000 visits in one day and the visitor has seen almost 35 countries.Fact SixA Wealth of Happiness By Karen Mazurkewich staff reporter for the Wall Street Joual, October 8 2004This story takes place in Thimphu, Bhutan, where the govement has established indicators to measure progress, rather than replace them with an innovative model of Appeal? Gross National Happiness? If it is not GNH? T something that can be drawn or classified, Bhutan? Covering everything from protecting natural resources for the promotion of a strong national culture and to ensure a democratic govement? goals that allow you to create a foundation for happiness is a citizens.Bhutan very rare, probably the only example in the world, a country that has built happiness at the heart of its development strategy? said Ron Coleman, director of GPI Atlantic, a Canadian research organization nonprofit that studies the quality of life. This is sacrificing short-term income to long-term social health. The World Value Survey, an inteational group of social scientists, has issued a report last year that the happiness from country to country. The study, which analyzes the impact of values and beliefs on political and social life. African countries Nigeria is the happiest in the world, the U.S. stood at 16. (Where is the rest of us?) The plan was formalized in 1998, were the pillars of sustainable economic development, environmental conservation, promotion of national culture and good goveance, create conditions for reasonable success with happiness . Since 1985, life expectancy has improved from 48 years to 66 years. Infant mortality declined from 142 deaths per thousand to 61. The literacy rate rose from 23% to 54% of the population, the 1st University was inaugurated in 2003. Health facilities increased from 65 in 1985 to 155 today.GDP rose by about 45%, from $ 445 million in 1999 to $ 645 million in 2003.Bhutan is not a utopia, with experience of traffic congestion in peak, the strains of rapid growth, have a great boom of the population since 1960? sa result of an increase in health care. Bhutan is one of the best places to raise a child, free medical care and not to create education.Kindness happiness? Roebuck SevenSears demonstrated that eaed $ 200 million in 1997 as a result of improved employee satisfaction by 4%. They have paved the way for us to grasp the true cost of poor well being.Fact seen EightCompassion Creating Loyalty Virginia Galt reports? Cruel and heartless boss rapid employee departuresProfessors Dutton Frost and advise managers that actions speak louder than words, even if the gesture is as simple as cooking a pot roast for a terminally ill employee and his family. That? And what a Vice President of Cisco Systems Inc., San Jose, Califoia, a group of Silicon Valley did.Benjamin based PR firm, demonstrates its value by taking a position on how workers are treated, not only by their colleagues and managers also by their customers, suppliers and other trading partners. The company refuses to do business with customers who are abusive to their employees and a few years ago has fallen by one million dollars, for the time when it was 20% of their annual tuover. The employees were surprised that the company would be as such, however, are activated, too. Inspired by the PR contiguous their will, have worked hard to attract new customers. Nine fact? Business to stay and continue to stay where it is appreciated and valued. Unknown? A kind act, as is the type of action that shows how the goodness of spirit can revive our unity. By Brock Tully? Kindness is the glue that sticks us together? Use generously. By Mari-Lyn Hudson? E? damn its a shame that companies do not recognize the simplicity of kindness can do. Instead, we packed it with another name to be difficult and expensive. By Chris Sheback ormed of Edmonton. The fundamental importance of that property in the midst of the global crisis of kindness is too easily dismissed as a soft cloth or a luxury to be addressed after the urgent problems are solved. Kindness is the greatest need in all our global conces. By Bo Lozoff's goodness FoundationFact tensity speak for themselves:   Goodness? It all started when Egypt? In the early 80s? S by Anne Herbert, who invented the term? Practice random kindness and senseless acts of beauty? she has had enough of hearing about violence in the media. In 1993, Conair Press has published a book? Random Acts of kindness? for people who have asked to join the revolution of the property within six months they received 13,000 letters from people who wanted to join. Since then, the movement of kindness has grown to more than 500 communities in the United States and Canada. In 1997, the World Kindness Movement was established November 13 was declared World Day of goodness. In 1996, a committee was formed by Debbie Riopele gentilezza and Colleen Ring (two sisters) because of an act of violence. Blotched robbery tued into murder. Mayor Bill Smith proclaimed the second week of February as RAK weeks in Edmonton. North America, celebrates the goodness of the Week November 9? 14, World Day of goodness November 13, which is proclaimed by the World Foundation gentilezza Singapore. The film? Pay it forward? was made. In 2001, in Edmonton? First Conference of the goodness and kindness Awards were created. In fact, the first for Canada. They received applications from across Italy for the award. Ten prizes were awarded to nominees.Written and research Mari-Lyn Hudson was CEO of reasearched written by Mari-Lyn Hudson of the Heart @ Work We'd like to hear your stories and facts about the goodness of your life. Please send us an e-mail to: kindnessinc@myway.com. Or contact: Toll-free 1-866-667-0166. Thank you.

Result of a recovery program for customer service

Result of a recovery program for customer service A client recently told me:? Most of the time things seem to go smoothly, but every time we score, we seem to collapse. Where do we go wrong? How did you manage and resolve the conces and complaints of customers is a measure of your position in the "excellent", "bad" or "poor" category of customer service. Many companies are "poor" (average) and the category in which the best defense to describe their indifference operation.Are sure that this is not you? I retued recently from a business trip and was not happy that the two books? D ordered three weeks before had not yet arrived, despite the promises of the seller of books would be delivered in five days. I was shocked and asked the book seller? S long-distance number.While I told the lady who answered the phone as I was unhappy about their inability to offer, and how it has hindered my calendar, she interrupted me with:? Just a minute, sir, you? ll have to speak with customer service? He told me:? I'm sorry, I thought you worked there? He said:? Do? He told me:? Oh, I see, but you're not in customer service? He said:? That? s right? (How interesting!), I said? Well, I guess you? D make me better customer service by then? He said:? They? Spent the day? I have heard in his indifference voice.Not denying his ability to take charge of the situation, he said:? What should I do? He said:? You? We have to remember tomorrow? (Not special t!) N. Customer recovery here. Only indifference and money that goes - the signs of poor tolerance of less than excellent customer service. Do you think that I continue to do business with these people? Certainly not. Not when the competitors are dying to fly away from me! When I have many other options! Poor service, which contrasts with the response from my ISP, Netvision, Wichita, Kansas. Some time ago, when the crossing of equipment, I could not access the Inteet or my e-mail over the weekend for more than an hour, I was unusual.When finally I called the office on Monday to complain, the lady in charge, Melody, was most apologetic, said the material, said he was going to do when I come back in fifteen minutes (as promised), with an upgrade, and when everything is ready, gave me His home number in case this ever happened to the weekend again. Wow! And the piece of resistance - for my next bill, the monthly fee is waived! So what is the difference? The first company didn? T have a customer service recovery program or policy, although I believe that probably have - and their advertising and brochures tell us? They are the best! The second company, Netvision, the market talk, because they knew that they were operating, he knew that the customer has many choices, and they had a system of customer service recovery.How can benefit from a recovery service to customers? Make a list of things that can go wrong and to do, how they should be managed, and how to prevent them from playing. Give your people the tools to do the job? Training, the authority to make a decision, equipment and materials, and information. At staff meetings, employees make? comments on improvements that could be done with the procedures that affect their ability to run. Show appreciation and recognition of efforts and commitment of its people, especially when handling difficult Situations. Call some of your customers? I had a problem and ask them how your business is in the service recovery! John Madden is a speaker, trainer and author of? Leap, Don t Stop? (How to get different results by doing something different). E 'specializes in customer service, coaching skills for managers, stress management through humor, Creative Problem Solving, and interpersonal relations. You can reach him at 1-800-689-6932 or 316-689-6932 or e-mail john@LeapDontSleep.com websites:

Find out your customers needs

Find out your customers needs This moing I had breakfast with my good friend Diane at one of my favorite breakfast coer. I like the atmosphere, even if I? I was less satisfied with the service so far.This moing when we decided to go for breakfast, my mouth started watering for their delicious muffins. They usually have 3-4 types available, such as chocolate chips, blueberries and cranberries. I did with my mother a couple of times and always with love raspberry or strawberry jam and a? On the spot? Mint tea and honey.This moing was different. I knew exactly what I wanted, as I understand it. When it comes to order my time, I asked the waitress for a couple of hours with my Scone. His response to me completely, and I am defensive. He said:? Well, we have some jelly, but most people want strawberry or raspberry and I am not sure if I can find, so you can have the orange?. The peak heat on his back and neck I have a hook! I am the customer, but you and I not? T care if you have to select the right way for gelatin, so you have .. Therefore, it should be! My answer surprised her. I said,? Oh no, that is? T do. I don? T eating orange. You? Ll have to send me some of the other jams that I like?. (I also said, orange ... I HATE extra dramatic! Well, this is somewhat 'higher ... but I did not want orange!) Long story short, they found gelatine. But we were both a little 'discomfort the entire process. I was irritated because I? But customer and I know what the restaurant offers. Was angry, because it is put into question and recommended that she serve me what I wanted? which meant that she would have to work a little 'harder.Leaing of your customers? s needs means that if you find that some customers as a service or product over others, then keep it handy. If not? T as a specific system or not? T as something that you offer, ready to receive complaints and resolve the problem, if you. If you? T, and sympathize with the client and to explain a different solution! Not just say? No? to a customer, if you do not want to give them the waitress back.For this moing, to be effective, they? d have to go step further and say that his administration has noted that their? Re-tu to jelly and strawberry raspberry. You? D have to ask the manager to see those EXTRA and keep them handy at all times. You would need to express myself with words, you could do anything for you that I have the river, and if it had not happened, it would be something better. (If so, then they should charge me Scone or something like that). Pleasing their customers will lead the largest and suggestions, what? Already a customer all important! The 80-20 was still in force: 20% of your customers will receive 80% of their business. This means that you must lea to know what customers like, so you can be sure ready.What about you? Are you ready for your customers? You know what? Ll complaints or what they want more? You can prepare in advance, so you won? T be caught off? Know what your customers want is important. But who wants to lea what NEXT is a sign of truly exceptional customer service.Mary Gardner, The Charisma Coach! is an executive communications consultant and trainer. Work with coaches and trains individuals, sales teams, executives and celebrities. Its themes are selling, customer service, teamwork, coaching and communication. It owns and operates one of the first coaching institutions on the east coast, CCI, in the city of New York, Philadelphia and New Jersey. Maria has focused on ABC? S 20/20 and has also written a book on public speaking. Mary is married to Sway and mother to Jeremy 5 and lives in Orlando, FL.Contact: mary@marygardner.com or WEB: