Issue 55
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:
I have been doing a lot of customer service training lately. It is one thing I don’t think we can ever get enough of and I am happy to work with organizations that see the value in it.
However, training is not enough. Customer Service must be part of an organization’s culture. Part of its mission, vision and value system. It is not a one or two day stand-alone training course. It has to be embedded in the organization.
Think of the last time you were in a store, or called in to a service organization. What was your experience like? If you would like to share the good or bad experience with me, please forward your thoughts to audie@marrek.com. With your permission, I may just use it in a future newsletter or in one of my courses!
Audie
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Events
October 11 – Stoney Creek Chamber – Breakfast with the Mayor – 7:30 - 9:00 – Chandelier Place, 660 Barton St E, Stoney Creek $10.00
For more information or to register call Connie at 905 664 4000
October 18 – Oakville Chamber – 10:00 – 11:30 – Holiday Inn, Argus Rd., Oakville Guest Speaker – Audie McCarthy - “Effective Networking”
For more information on Small Business Week Events visit www.oakvillechamber.com
October 26 – Stoney Creek Chamber After 5 – Golfers Den, 351 Nash Rd N, 5:30 – 8:30
November 14 – Stoney Creek Chamber presents Teresa Cascioli, Chair & CEO Lakeport Brewing Income Fund, “Seizing the Moment” 11:30 – 1:30 $25.00 per person, Chandelier Place
For more information or to register call Connie at 905 664 4000
WorkshopsMohawk College- (Tools for Business Series)
October 12 – Managing Customer Service Employees
9:00 – 4:00 - Hamilton
Come and learn how you can and should support your customer service representatives!
October 13 - Successful Selling Techniques
9:00 – 4:00 – Burlington
For new hires or experienced sales representatives that need a shot in the arm!
October 16 – Designing Employee Job Descriptions
9:00 – 4:00 – Hamilton
Set and manage expectations through effective job descriptions!
October 19 – After the Interview
9:00 – 4:00 – Brantford
So you have interviewed and found the perfect candidate – now what?
October 23 – Inspiring Your Team
5:00 – 8:00 p.m. – Hamilton
Learn the difference between inspiration and motivation!
October 25 – Coaching for Success
9:00 – 4:00 – Hamilton
Develop a coaching plan for your employees. Find out what the best coaches do!
October 26 – Problem Solving
9:00 – 4:00 – Brantford
Practice a number of proven problem solving techniques!
For more info call Kym at 905 575 2442 or visit http://t4b.mohawkcollege.ca
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Looking for a career in large equipment sales? We are working with a client in Burlington who is looking to hire an inside sales representative. If you are interested or know someone that might be, contact audie@marrek.com.
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Tips to Stay in Control
The Tips this week are courtesy of: Darla Campbell, amonavi consulting group inc (The (art + science) of Customer Service.
1. Take a time out. Excuse yourself. Come back to the customer once you feel more in control.
2. Let it out. Talk to your colleagues. Write it down. This helps to distance negative emotions.
3. Relax. Use deep breathing and relaxation exercises.
4. Visualize. Imagine yourself successful at handling difficult calls.
5. Smile. Smiling changes the chemistry of the brain and makes you feel better.
6. Laugh. Sharing a joke releases tension.
7. Take a break. Go for a walk or if that isn’t possible take a mental break.
8. Exercise. Exercise helps you work off emotions.
These tips have been adapted for this newsletter. If you would like the full version, contact darla@amonavi.com
Tips
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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.
October 6, 2006
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I have been driven many times to my knees by the overwhelming conviction that I had nowhere else to go
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