Issue 32
Inside this issue:
Audie McCarthy founder and president of Marrek Solutions Inc. Click here for Audie's bio
Contact:
63 Southmeadow Cres. Stoney Creek, ON L8G 3E6
Phone:
905.662.3407
Email:
Web:
Do you have your copy of Leadership?Click here to order
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Leadership is now a e-book! Listen to the introductions of each chapter and order your copy today! |
This week I had the privilege of running my Amazing Customer Service Workshop with a very special team from the City of Hamilton. This enthusiastic group of students was hired to educate the public on the up-and-coming Green Cart (Waste Reduction) Program. Working through the material made me realize that the heart of great customer service has not changed very much over the years.
Customers still expect the same things. They expect courteous, sincere service with give and take from the representative. Customers want to have their problems solved and a strong recovery when an error is made. Customer Service Reps still need the same skills. They need to cultivate a great personable attitude. They need to develop the ability to listen and to choose the best response in any given situation. Customer Service Reps should have a friendly, but assertive manner of conducting themselves.
After all these years, I still see the bottom line impact of great customer service. As Ray Kroc, founder of McDonald's restaurants stated:
"Take care of the customer and the business will take care of itself."
Audie
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Events
February 22 - Stoney Creek Chamber of Commerce presents "The Art of Networking" with Audie McCarthy. 11:45 - 1:15. Join us for lunch at the Winona Vine Estates
$25 per person - call Connie at 905 664 4000 to register or visit www.marrek.com.March 2 - Oakville Chamber of Commerce - Boost Your Business - Guest speaker, appetizers and networking. $15.00 members, $20.00 guests. Contact blayne@oakvillechamber.com to register.
April 6 - Oakville Chamber of Commerce - Annual Success Conference - a full day of workshops and speakers. Contact blayne@oakvillechamber.com for more info.
April 12 - Stoney Creek Chamber of Commerce - Annual Trade Show - Chandelier Place. Contact Connie or Dave at 905.664.4000 for more info. Booths available - you do not have to be a member to participate! Click here for more info.
Workshops
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Course
Title
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Date
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Location
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| Building Business Plans |
February
21
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Hamilton
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| Creating Missions, Visions & Values |
February
24
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Hamilton
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| Performance Management |
February
25
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Hamilton
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| Successful Interview Techniques |
February
27
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Hamilton
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| Inspiring Your Workforce | February 28 |
Burlington
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| Business Ethics & Integrity | February 28 |
Burlington
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For more info call Kym at 905.575.2442 or visit http://t4b.mohawkcollege.ca.
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As you can see in the above "Events" Section, Audie will be speaking for the Stoney Creek Chamber of Commerce on Wednesday, February 22. The location is the newly renovated Winona Vine Estates on Glover Rd.
There is always room for a few more people so if you are interested in attending but just haven't made the call yet, you can reply to this e mail and we will arrange for you to pay at the door (how much easier can it get than that?)
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Amazing Customer Service
Train your customer service reps in active and empathetic listening skills - the customer wants and needs to be heard.
Develop a customer centric organizational culture - measure and reward excellent customer service as your key objective.
Help your service reps develop high emotional intelligence - choosing the appropriate response instead of being reactive.
Give your customer service reps the tools, the words and the language they need to provide the best service possible - help them practice what to say and how to say it.
Teach your frontline reps not to prejudge any customer - we've all heard stories in which a very valuable customer took their business elsewhere because they were treated poorly based on how they looked. "You can't judge a book by its cover!"
Remember what customers want and
a) Do it right the first time;
b) If you make a mistake, don't try to cover it up, fix it right away
c) If the customer realizes your mistake, proceed with recovery to win their loyalty. (from: "The Quality Advantage" by Organizational Dynamics Inc., 1991)
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Contact info@marrek.com to place you job ad for a low administrative fee of $25.00.
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Marrek Solutions Inc. respects your privacy, if you have received this email in error or if you no longer wish to be on our email list please click here to unsubscribe or email us at audie@marrek.com with remove in the subject line.
