Jumat, September 18, 2009
Taqabalallahu minna wa minkum, selamat Idul Fitri 1430H, mohon maaf lahir dan batin
Taqabalallahu minna wa minkum, selamat Idul Fitri 1430H, mohon maaf lahir dan batin
Rabu, Juli 01, 2009
7 Ways to Move Your Customers from Satisfied to Loyalty
Forget the customer satisfaction surveys. When it boils down to determining customer loyalty, there are only two questions that you need to ask your customers:
"Will you do business with us again?"
"Will you recommend our business to others?"
If your customers answer "yes" to these questions, thank them profusely. They've just saved your company a fortune in marketing.
If your customers answer "no" to the questions, immediately ask them, "Why not?" Then, follow up with a more important question, "What could we have done differently?" Are your customers telling you that everything is fine, implying they are satisfied? If so, you may have a problem, because 65-85% of customers who say they are satisfied, actually switch to the competition.
Satisfied customers are neutral. They're keeping one eye on the road to see if someone out there will give them better value for their money. Don't settle for satisfied customers if you want to stay in business and secure your job.Here are 7 ways to move your customers from satisfied to loyal:
1. View every customer interaction as a golden opportunity.
Every interaction you have with a customer gives you the opportunity to strengthen the loyalty bond. Your customers are measuring how they are treated by every employee who provides any service. These contacts can be face-to-face, by telephone, by email and even by other written communication.
2. Deliver more than your customer expects.
Be very realistic when making even the smallest promises to your customers. In other words, don't promise anything you are not absolutely sure you can deliver. Then, take your service one step further to surprise your customers. For example, call your customers back just to thank them for giving you the opportunity to handle their service requests.
3. Greet every customer like a special friend.
Customers are thrilled when they deal with service providers who seem genuinely glad to work with them. Your whole face needs to light up with joy when they walk through the door. Greet them quickly and sincerely. If you are on the telephone, don't forget that your customers can hear a "smile" in your voice. Remember, you are talking to another person, not a headset. Even the tone of your customer email messages needs to sound friendly and gracious.
4. Ask your customers detailed questions about what they like and dislike.
Invite feedback by asking your customers to tell you how they felt about their service experience. Rather than reading from a survey or a script, simply chat with your customers and ask them what they like and dislike about doing business with you or your company. Ask open-ended questions that encourage their suggestions for improvements. For example, "Mr. Schmidt, I'd love to hear your thoughts and ideas on how we can make it even more fun to do business with us."
5. Make your customers feel important.
Feature your key customers in the company newsletter or, with permission, post their comments on your website. Introduce them to other employees when they come in to do business. Notice and acknowledge their accomplishments. For example, when one of my clients was featured in a local magazine. I purchased a copy of the magazine, attached a hand-written congratulations note and mailed it to him.
6. Communicate with your customers frequently. Stay in touch with your customers. Be proactive in keeping them posted about the status of their order or complaint resolution. Send them birthday and holiday greeting cards. Pick up the phone and call just to say, "Hello." Make sure there are no strings attached such as a sales pitch.
7. Reward your customers for their loyalty.
Don't ever take your regular customers for granted. Frequently remind them that they are genuinely appreciated. Extend a loyal customer discounts or waive small fees such as shipping expenses when they place their next order. Send them hand-written "thank you" notes that include a small gift such as a pen, gift card or calendar.
Vendors are customers, too. Treat the people who provide you with products and services with the same respect you treat your paying customers.
"Everybody can be great... because anybody can serve. You don't have to have a college degree to serve. You don't have to make your subject and verb agree to serve. You only need a heart full of grace. A soul generated by love."
~Martin Luther King, Jr.
source :Debra Schmidt [newsletter@loyaltyleader.com]
"Will you do business with us again?"
"Will you recommend our business to others?"
If your customers answer "yes" to these questions, thank them profusely. They've just saved your company a fortune in marketing.
If your customers answer "no" to the questions, immediately ask them, "Why not?" Then, follow up with a more important question, "What could we have done differently?" Are your customers telling you that everything is fine, implying they are satisfied? If so, you may have a problem, because 65-85% of customers who say they are satisfied, actually switch to the competition.
Satisfied customers are neutral. They're keeping one eye on the road to see if someone out there will give them better value for their money. Don't settle for satisfied customers if you want to stay in business and secure your job.Here are 7 ways to move your customers from satisfied to loyal:
1. View every customer interaction as a golden opportunity.
Every interaction you have with a customer gives you the opportunity to strengthen the loyalty bond. Your customers are measuring how they are treated by every employee who provides any service. These contacts can be face-to-face, by telephone, by email and even by other written communication.
2. Deliver more than your customer expects.
Be very realistic when making even the smallest promises to your customers. In other words, don't promise anything you are not absolutely sure you can deliver. Then, take your service one step further to surprise your customers. For example, call your customers back just to thank them for giving you the opportunity to handle their service requests.
3. Greet every customer like a special friend.
Customers are thrilled when they deal with service providers who seem genuinely glad to work with them. Your whole face needs to light up with joy when they walk through the door. Greet them quickly and sincerely. If you are on the telephone, don't forget that your customers can hear a "smile" in your voice. Remember, you are talking to another person, not a headset. Even the tone of your customer email messages needs to sound friendly and gracious.
4. Ask your customers detailed questions about what they like and dislike.
Invite feedback by asking your customers to tell you how they felt about their service experience. Rather than reading from a survey or a script, simply chat with your customers and ask them what they like and dislike about doing business with you or your company. Ask open-ended questions that encourage their suggestions for improvements. For example, "Mr. Schmidt, I'd love to hear your thoughts and ideas on how we can make it even more fun to do business with us."
5. Make your customers feel important.
Feature your key customers in the company newsletter or, with permission, post their comments on your website. Introduce them to other employees when they come in to do business. Notice and acknowledge their accomplishments. For example, when one of my clients was featured in a local magazine. I purchased a copy of the magazine, attached a hand-written congratulations note and mailed it to him.
6. Communicate with your customers frequently. Stay in touch with your customers. Be proactive in keeping them posted about the status of their order or complaint resolution. Send them birthday and holiday greeting cards. Pick up the phone and call just to say, "Hello." Make sure there are no strings attached such as a sales pitch.
7. Reward your customers for their loyalty.
Don't ever take your regular customers for granted. Frequently remind them that they are genuinely appreciated. Extend a loyal customer discounts or waive small fees such as shipping expenses when they place their next order. Send them hand-written "thank you" notes that include a small gift such as a pen, gift card or calendar.
Vendors are customers, too. Treat the people who provide you with products and services with the same respect you treat your paying customers.
"Everybody can be great... because anybody can serve. You don't have to have a college degree to serve. You don't have to make your subject and verb agree to serve. You only need a heart full of grace. A soul generated by love."
~Martin Luther King, Jr.
source :Debra Schmidt [newsletter@loyaltyleader.com]
Senin, Juni 08, 2009
Entahlah, Kenapa Prita...
Entah, kenapa Tuhan berikan sakit itu pada Prita
Entah, kenapa Agustus 2008 itu kakinya melangkah ke sana
RS International megah ada indikasi memberikan diagnosis yang berubah
sehingga ia ngotot minta hasil rekam medisnya
namun, mereka tak jua memberikan hak yang dipinta
keluh kesahnya melalui email ke rekan sejawat menjadi petaka
Entah, kenapa mereka itu meradang menerima keluhan
Tidak cukup hak jawabnya di koran sebagai bantahan
Dilanjutkan! ke ranah hukum karena pencemaran
Lebih cepat lebih baik bila ibu muda ini dibui di lembaga pemasyarakatan
Entah, kenapa hukum tak berhati nurani
menyuarakan hak yang berujung ke terali besi
seolah telah mati toleransi komunikasi di negeri ini
jangan..jangan lagi terjadi...
Prita, sang malaikat yang malang
kepiluan dalam dunia layanan pelanggan yang makin tak terkesan
menyeruak dalam kisah arogansi kekuasaan
semoga membuka mata hati kesadaran...
hukum bukanlah akhir dari segala kebenaran...
semoga ada jalan keluar dan hati nurani menemui keadilan...
Entah, kenapa Agustus 2008 itu kakinya melangkah ke sana
RS International megah ada indikasi memberikan diagnosis yang berubah
sehingga ia ngotot minta hasil rekam medisnya
namun, mereka tak jua memberikan hak yang dipinta
keluh kesahnya melalui email ke rekan sejawat menjadi petaka
Entah, kenapa mereka itu meradang menerima keluhan
Tidak cukup hak jawabnya di koran sebagai bantahan
Dilanjutkan! ke ranah hukum karena pencemaran
Lebih cepat lebih baik bila ibu muda ini dibui di lembaga pemasyarakatan
Entah, kenapa hukum tak berhati nurani
menyuarakan hak yang berujung ke terali besi
seolah telah mati toleransi komunikasi di negeri ini
jangan..jangan lagi terjadi...
Prita, sang malaikat yang malang
kepiluan dalam dunia layanan pelanggan yang makin tak terkesan
menyeruak dalam kisah arogansi kekuasaan
semoga membuka mata hati kesadaran...
hukum bukanlah akhir dari segala kebenaran...
semoga ada jalan keluar dan hati nurani menemui keadilan...
Selasa, Mei 19, 2009
Take the Loyalty Leader Self-Assessment: Are You Delighting Your Customers?
Each of us has the opportunity every day to build loyalty by exceeding the expectations of our internal and external customers. Caring, personalized service builds positive relationships, one customer at a time. Because this type of service is rare these days, customers are delighted when they receive it, and their loyalty to the company grows. Take this short quiz as a self-assessment to see if you are delighting your customers:
1. I understand that my co-workers are also my customers and that we are all part of a customer service chain. True False
2. I take ownership of my customers’ problems and do everything possible to avoid having to transfer their call to another area. True False
3. I use my customer's name in every conversation. True False
4. I listen very carefully to what my customers are telling me, so I can clearly understand their needs and feelings. True False
5. When my customers are upset, I sincerely try to empathize with their concerns and try to put myself in their place. True False
6. I always assume that my customers are being honest. True False
7. I try to be flexible to meet the needs of my customers. True False
8. I try to do what is best for my customers, not what is easiest for me. True False
9. I look for ways to build loyalty even when I can't provide the service that my customer has requested. True False
10. When I need to transfer my customer’s call to another area, I contact the other employee and explain my customer’s problem so they do not need to repeat it. True False
11. I follow up with every customer who was upset or had a complex problem. True False 12. I stop what I’m doing to actively listen when co-workers or customers are speaking to me. True False
13. I follow up with co-workers to let them know the outcome of the service they started and needed to send to me for completion. True False
14. I add my personal “signature” to every customer interaction. True False
15. I look for ways to spread a positive customer service spirit. True False
16. I ask myself with every customer, "If this were me, what would I expect?" True False 17. I always thank my customer for calling, no matter what the service request. True False 18. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
19. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
20. I frequently compliment my co-workers for a job well done--in front of other people. True False
21. I make a sincere effort to remember personal details about my customers such as birthdays, children's names, their jobs and accomplishments. True False
22. I treat my customers with respect and do not become defensive, even when they are angry. True False
23. I understand that my customers’ time is extremely valuable, so I do everything to provide them with fast, seamless service. True False
24. I am willing to go the extra mile for each of my customers to delight them with service that exceeds their expectations. True False
25. I look for opportunities to thank my customers every chance I get. True False
If you had 20 to 25 'True' responses, CONGRATULATIONS! You are consistently delighting your customers and building customer loyalty.
If you had 15 to 19 'True' responses, you're on your way and you have an opportunity to improve your service skills.
If you had fewer than 15 'True' responses, you may need some extra customer service skill coaching.
Today, customer service is more important than ever before. Do your employees have the skills and tools they need to provide unforgettable service? Exceptional customer service is the only way to build loyalty and boost your profits. But the quality of service is only as good as the employees who deal with the customers.
source: Loyalty Leader Quick Tips - Issue #314 - "Loyalty Self-Assessment: Are You Delighting Your Customers?"
1. I understand that my co-workers are also my customers and that we are all part of a customer service chain. True False
2. I take ownership of my customers’ problems and do everything possible to avoid having to transfer their call to another area. True False
3. I use my customer's name in every conversation. True False
4. I listen very carefully to what my customers are telling me, so I can clearly understand their needs and feelings. True False
5. When my customers are upset, I sincerely try to empathize with their concerns and try to put myself in their place. True False
6. I always assume that my customers are being honest. True False
7. I try to be flexible to meet the needs of my customers. True False
8. I try to do what is best for my customers, not what is easiest for me. True False
9. I look for ways to build loyalty even when I can't provide the service that my customer has requested. True False
10. When I need to transfer my customer’s call to another area, I contact the other employee and explain my customer’s problem so they do not need to repeat it. True False
11. I follow up with every customer who was upset or had a complex problem. True False 12. I stop what I’m doing to actively listen when co-workers or customers are speaking to me. True False
13. I follow up with co-workers to let them know the outcome of the service they started and needed to send to me for completion. True False
14. I add my personal “signature” to every customer interaction. True False
15. I look for ways to spread a positive customer service spirit. True False
16. I ask myself with every customer, "If this were me, what would I expect?" True False 17. I always thank my customer for calling, no matter what the service request. True False 18. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
19. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
20. I frequently compliment my co-workers for a job well done--in front of other people. True False
21. I make a sincere effort to remember personal details about my customers such as birthdays, children's names, their jobs and accomplishments. True False
22. I treat my customers with respect and do not become defensive, even when they are angry. True False
23. I understand that my customers’ time is extremely valuable, so I do everything to provide them with fast, seamless service. True False
24. I am willing to go the extra mile for each of my customers to delight them with service that exceeds their expectations. True False
25. I look for opportunities to thank my customers every chance I get. True False
If you had 20 to 25 'True' responses, CONGRATULATIONS! You are consistently delighting your customers and building customer loyalty.
If you had 15 to 19 'True' responses, you're on your way and you have an opportunity to improve your service skills.
If you had fewer than 15 'True' responses, you may need some extra customer service skill coaching.
Today, customer service is more important than ever before. Do your employees have the skills and tools they need to provide unforgettable service? Exceptional customer service is the only way to build loyalty and boost your profits. But the quality of service is only as good as the employees who deal with the customers.
source: Loyalty Leader Quick Tips - Issue #314 - "Loyalty Self-Assessment: Are You Delighting Your Customers?"
Minggu, Mei 10, 2009
Good Intentions Don't Count With Customers
While shopping one day I noticed a "No Wait" policy posted in a grocery store.
The sign declared, "We guarantee that you will no longer experience long lines. When we see more than three people in line, we will open a new register immediately."
I had plenty of time to read the sign. There were six people in line ahead of me!
Customer service standards are only as good as the people who enforce them. Business leaders are filled with good intentions, but good intentions don't count. When it comes to the delivery of service, the only things that do count are the actions that customers actually experience. If a company boasts about its customer service policies and then fails to deliver the promised service, it actually does more damage than if it had never created the standards in the first place. When this occurs, customer trust is replaced by skepticism.
When developing customer service standards for your organization, make sure they can realistically be supported through current staffing and budget. Customer service standards should be simple and easy to implement. Training should be provided at all levels of the organization so every employee knows the following:
WHAT customer service actions are expected of them.
HOW to deliver great customer service.
WHEN to make exceptions in order to make the customer happy.
WHY their role in customer service is important to their career and the success of the organization.
A recognition program needs to be in place in order to reward employees for delivering great customer service. Accountabilities need to be defined so employees know how their customer service behavior will be measured. They also need to clearly understand the consequences when they fail to meet the service standards.
Great customer service intentions don't count unless they’re backed up by actions and attitudes that demonstrate that you sincerely care about your customers. You can have real empathy for a customer, but if you are unable to communicate that empathy, your customer won't believe you are being sincere.
As David J. Schwartz says that "Life is too short to waste. Dreams are fulfilled only through action, not through endless planning to take action."
source: Debra Schmidt 's Loyalty Leader Quick Tips - Issue #313 - "Good Intentions Don't Count With Customers"
The sign declared, "We guarantee that you will no longer experience long lines. When we see more than three people in line, we will open a new register immediately."
I had plenty of time to read the sign. There were six people in line ahead of me!
Customer service standards are only as good as the people who enforce them. Business leaders are filled with good intentions, but good intentions don't count. When it comes to the delivery of service, the only things that do count are the actions that customers actually experience. If a company boasts about its customer service policies and then fails to deliver the promised service, it actually does more damage than if it had never created the standards in the first place. When this occurs, customer trust is replaced by skepticism.
When developing customer service standards for your organization, make sure they can realistically be supported through current staffing and budget. Customer service standards should be simple and easy to implement. Training should be provided at all levels of the organization so every employee knows the following:
WHAT customer service actions are expected of them.
HOW to deliver great customer service.
WHEN to make exceptions in order to make the customer happy.
WHY their role in customer service is important to their career and the success of the organization.
A recognition program needs to be in place in order to reward employees for delivering great customer service. Accountabilities need to be defined so employees know how their customer service behavior will be measured. They also need to clearly understand the consequences when they fail to meet the service standards.
Great customer service intentions don't count unless they’re backed up by actions and attitudes that demonstrate that you sincerely care about your customers. You can have real empathy for a customer, but if you are unable to communicate that empathy, your customer won't believe you are being sincere.
As David J. Schwartz says that "Life is too short to waste. Dreams are fulfilled only through action, not through endless planning to take action."
source: Debra Schmidt 's Loyalty Leader Quick Tips - Issue #313 - "Good Intentions Don't Count With Customers"
Senin, April 20, 2009
Emansipasi Mencari Arti...
Udara lembab; peluh mengembun basah
130 tahun lalu seorang bayi menghembuskan asa
"Habis Gelap, Terbitlah Terang"
putri Raden Mas Adipati Ario Sosroningrat, bupati Jepara
dan Ibu M.A. Ngasirah...
Menanamkan nilai-nilai Ketuhanan, Kebijaksanaan dan Keindahan
Nasionalisme serta peri kemanusian
Saat kelam hijab emansipasi akan ilmu pengetahuan
Saat nasib perempuan masih ada di pojok-pojok pendopoan
Seorang perempuan menebarkan benih keterbukaan
25 tahun usia cukup sudah
meninggalkan dunia fana dengan semangat membara
mendudukan wanita pada kodrat dan sumbangsihnya
lelaki-perempuan sama derajat dalam berbakti kepada negara dan masyarakatnya
Ibu kita Kartini sudah mencapai cita-citanya...
Sekarang ini, Kartini menatap kebebasan diri
Sekarang ini, Kartini melakukan pekerjaan lelaki
Sekarang ini, Kartini menjadi suami
Sekarang ini, Kartini di atas mimpi
:RA Kartini hanya membisu menerawang gagasannya 125 tahun yang lalu..
130 tahun lalu seorang bayi menghembuskan asa
"Habis Gelap, Terbitlah Terang"
putri Raden Mas Adipati Ario Sosroningrat, bupati Jepara
dan Ibu M.A. Ngasirah...
Menanamkan nilai-nilai Ketuhanan, Kebijaksanaan dan Keindahan
Nasionalisme serta peri kemanusian
Saat kelam hijab emansipasi akan ilmu pengetahuan
Saat nasib perempuan masih ada di pojok-pojok pendopoan
Seorang perempuan menebarkan benih keterbukaan
25 tahun usia cukup sudah
meninggalkan dunia fana dengan semangat membara
mendudukan wanita pada kodrat dan sumbangsihnya
lelaki-perempuan sama derajat dalam berbakti kepada negara dan masyarakatnya
Ibu kita Kartini sudah mencapai cita-citanya...
Sekarang ini, Kartini menatap kebebasan diri
Sekarang ini, Kartini melakukan pekerjaan lelaki
Sekarang ini, Kartini menjadi suami
Sekarang ini, Kartini di atas mimpi
:RA Kartini hanya membisu menerawang gagasannya 125 tahun yang lalu..
Senin, April 13, 2009
Quality of Service is Based on Customer Perceptions
What are your customers saying about you?
What do they tell their colleagues, other people in their industry, people within their own organization?
What do they say about doing business with your company?
Your business is judged whenever you interact with your customers, and it can be as simple as how your phone is answered.
What happens once the phone is answered?
Are the customers put on hold? Are they are put into a queue?
Are they put into a phone system that is just a pain for them to navigate?
The friendliness of the employee who actually handles the calls plays a very critical role in how companies are perceived by their customers.
After I presented customer service training at a large company, the CEO told me privately that he has an individual on his team who is an extremely nice young woman. "She really cares about the customers," he said. "She is easy to work with and has been with the company for quite a long time. However, I often hear complaints about her from our customers.
" I asked, “What are they complaining about?”
He responded that customers have told him they found her to be rude, cold or abrupt on the phone. He was surprised because she is usually warm and friendly to her co-workers. So he started paying careful attention to the way she was handling customer calls. He discovered that when she takes a call, she shifts into a high intensity mode. She is so concerned about the customers' needs that she tries to make sure everything is communicated perfectly. She worries about missing information or making a mistake. As a result of her intensity, her tone of voice changes. She concentrates more on the task, and forgets about expressing the warmth and empathy that is so important in building customer relationships.
Tone of voice plays a major role in shaping your customers' perceptions of service when you are handling their calls. While it's important to answer calls quickly and address your customers' concerns, it's even more important to build positive relationships.
Remember that every employee is the company. When your customers get off the phone, they are turning to their co-workers and saying, "Wow, XYZ is a great company to work with." While they might get off the phone and say, "Tom Smith is a great guy," there is still the perception that the employee represents the whole company. Every interaction you have with the customer impacts the overall image of the entire organization.
There are several published studies that reveal that the mood of your customers can have a significant impact on their perception of the service they received from an individual in your company. For example, if a customer has been waiting for a long time in your phone system queue, their perception of the friendliness of the person who actually takes their call may deteriorate. They are frustrated about waiting so long and may blame the service provider.
A customer who had a bad day on the golf course will be more likely to have a negative perception of service at the clubhouse than a golfer who had a great score. What a customer remembers about service is not just dependent upon the usual suspects of first and last impressions, it is dependent upon every interaction that occurs between the customer and the service provider.
Customer service is like a brand. It is what the customer perceives and remembers about the service that they receive. What a customer perceives is not necessarily the service that was actually delivered. Each interaction makes a lasting positive or negative impression on your customers. Kindness, respect and warmth are essential elements of service. Simply focusing on tasks can cause your customers to get the wrong idea about the quality of your service.
source: Debra Schmidt [newsletter@loyaltyleader.com] -Quality of Service is Based on Customer Perceptions- Issue #310
What are your customers saying about you?
What do they tell their colleagues, other people in their industry, people within their own organization?
What do they say about doing business with your company?
Your business is judged whenever you interact with your customers, and it can be as simple as how your phone is answered.
What happens once the phone is answered?
Are the customers put on hold? Are they are put into a queue?
Are they put into a phone system that is just a pain for them to navigate?
The friendliness of the employee who actually handles the calls plays a very critical role in how companies are perceived by their customers.
After I presented customer service training at a large company, the CEO told me privately that he has an individual on his team who is an extremely nice young woman. "She really cares about the customers," he said. "She is easy to work with and has been with the company for quite a long time. However, I often hear complaints about her from our customers.
" I asked, “What are they complaining about?”
He responded that customers have told him they found her to be rude, cold or abrupt on the phone. He was surprised because she is usually warm and friendly to her co-workers. So he started paying careful attention to the way she was handling customer calls. He discovered that when she takes a call, she shifts into a high intensity mode. She is so concerned about the customers' needs that she tries to make sure everything is communicated perfectly. She worries about missing information or making a mistake. As a result of her intensity, her tone of voice changes. She concentrates more on the task, and forgets about expressing the warmth and empathy that is so important in building customer relationships.
Tone of voice plays a major role in shaping your customers' perceptions of service when you are handling their calls. While it's important to answer calls quickly and address your customers' concerns, it's even more important to build positive relationships.
Remember that every employee is the company. When your customers get off the phone, they are turning to their co-workers and saying, "Wow, XYZ is a great company to work with." While they might get off the phone and say, "Tom Smith is a great guy," there is still the perception that the employee represents the whole company. Every interaction you have with the customer impacts the overall image of the entire organization.
There are several published studies that reveal that the mood of your customers can have a significant impact on their perception of the service they received from an individual in your company. For example, if a customer has been waiting for a long time in your phone system queue, their perception of the friendliness of the person who actually takes their call may deteriorate. They are frustrated about waiting so long and may blame the service provider.
A customer who had a bad day on the golf course will be more likely to have a negative perception of service at the clubhouse than a golfer who had a great score. What a customer remembers about service is not just dependent upon the usual suspects of first and last impressions, it is dependent upon every interaction that occurs between the customer and the service provider.
Customer service is like a brand. It is what the customer perceives and remembers about the service that they receive. What a customer perceives is not necessarily the service that was actually delivered. Each interaction makes a lasting positive or negative impression on your customers. Kindness, respect and warmth are essential elements of service. Simply focusing on tasks can cause your customers to get the wrong idea about the quality of your service.
source: Debra Schmidt [newsletter@loyaltyleader.com] -Quality of Service is Based on Customer Perceptions- Issue #310
Senin, Maret 09, 2009
Let It Be
Merona wajah menyapa bayang yang dulu pernah singgah
menghitung langkah-langkah; hati yang melulu gundah
menunggu dalam maya atau mewujudkannya dalam realita?
ah, keberanian itu selalu luluh setiap menatap kedua mata nan indah
Tuhan membiarkannya berlalu sudah...
21 tahun tertutup rapat di sudut napas terdalam
mempertanyakan asa yang dibiarkan terpendam
kenapa tak pernah bisa diutarakan dalam nyanyian rembulan
yang dapat memancarkan kelembutan mojang priangan
ah, Tuhan membiarkan lamunan kasmaran...
Hari ini darah ini seperti berhenti
mendengar langsung suara yang selalu dinanti
bagai sapuan angin mamiri memanja hati
Oh, Tuhan biarkan waktu sejenak berhenti dan biarkan aku lupa diri..
ah, Tuhan membiarkan semua bertawaf dalam sunah ilahi...
Terdampar gelisah dimana ruang dan waktu hanya terpana
titik-titik embun sudah membasahi sajadah; dingin membasuh wajah nan gulana
azan subuh mulai menyapa mengingatkan seorang khalifah haruslah berguna
tapi tak bisakah kusimpan seluruh gita agar tak percuma
membagi kisah cita yang dulu pernah ada
agar penasaran tak lagi mendera sepanjang masa
Ya, Tuhan biarkanlah kali ini saja...
agar kebenaran mendekap jasad dan ruh yang bahagia
citragraha@10032009/sy
menghitung langkah-langkah; hati yang melulu gundah
menunggu dalam maya atau mewujudkannya dalam realita?
ah, keberanian itu selalu luluh setiap menatap kedua mata nan indah
Tuhan membiarkannya berlalu sudah...
21 tahun tertutup rapat di sudut napas terdalam
mempertanyakan asa yang dibiarkan terpendam
kenapa tak pernah bisa diutarakan dalam nyanyian rembulan
yang dapat memancarkan kelembutan mojang priangan
ah, Tuhan membiarkan lamunan kasmaran...
Hari ini darah ini seperti berhenti
mendengar langsung suara yang selalu dinanti
bagai sapuan angin mamiri memanja hati
Oh, Tuhan biarkan waktu sejenak berhenti dan biarkan aku lupa diri..
ah, Tuhan membiarkan semua bertawaf dalam sunah ilahi...
Terdampar gelisah dimana ruang dan waktu hanya terpana
titik-titik embun sudah membasahi sajadah; dingin membasuh wajah nan gulana
azan subuh mulai menyapa mengingatkan seorang khalifah haruslah berguna
tapi tak bisakah kusimpan seluruh gita agar tak percuma
membagi kisah cita yang dulu pernah ada
agar penasaran tak lagi mendera sepanjang masa
Ya, Tuhan biarkanlah kali ini saja...
agar kebenaran mendekap jasad dan ruh yang bahagia
citragraha@10032009/sy
Senin, Februari 23, 2009
How to Increase Your Value in the Workplace
These are challenging times in every industry and the economy is seriously impacting job security. That's why it's more important than ever to position yourself as a valuable employee in your organization. Your manager's perception is reality. The higher your perceived value, the more secure you will be in your job. Here are seven simple steps to gain positive notice by your boss and co-workers:
Exhibit a positive attitude at all times.
Attitude is a choice you make every morning when you roll out of bed. Walk into work every day with a smile. Be loyal to your co-workers, even those individuals you don't like. Don't ever gossip or criticize a co-worker. It will erode trust and damage your credibility. Don't view work-related questions as interruptions of your work. Instead, greet your co-workers with warmth and a sincere willingness to help.
Arrive early and leave late.
Always be on time for work and meetings. Better yet, arrive a few minutes early to demonstrate that you are enthusiastic about your job. Don't race out the door at quitting time. Instead, stay an extra five or ten minutes to create a "to do" list for the next day, make some last minute calls and clear the clutter on your desk. It sends a highly professional signal to your boss and will help you to jumpstart your work the following day.
Embrace change.
Change is about the only thing you can count on in the workplace. Demonstrate your commitment to the future by embracing change, not criticizing or reluctantly accepting it. Give up old habits that are holding you back or making you appear outdated. Actively participate in changes by supporting even those initiatives with which you may not agree (see "Exhibit a positive attitude...").
Maintain a professional image.
Dress for success. Wear clean, pressed, appropriate clothing that reflects the image of the top people in your organization. A sloppy image sends a message of unreliability or apathy to your boss. Keep your work area well-organized and free of clutter.
Stay tuned to your manager's priorities.
Don't get hung up performing menial tasks that can take up large chunks of your valuable time. Find out what is most important to your manager and focus your energy on tasks that support his or her priorities.
Increase your knowledge.
Actively participate in training classes and show enthusiasm about developing new skills. Keep up to date on industry and technology changes. Take classes outside of the workplace to learn skills that will help you to become more promotable in other areas of the organization.
Develop strong customer relationships.
Frankly, the more your customers love you, the more valuable you become. Most businesses want to keep their employees who build customer loyalty. Get to know your customers. Listen carefully to their requests and show them that you sincerely care about their concerns. When customers are singing your praises, your boss can see concrete evidence of how you are supporting the bottom line.
Source: Debra Schmidt [newsletter@loyaltyleader.com]Loyalty Leader Quick Tips - Issue #304 "How to Increase Your Value in the Workplace"
Exhibit a positive attitude at all times.
Attitude is a choice you make every morning when you roll out of bed. Walk into work every day with a smile. Be loyal to your co-workers, even those individuals you don't like. Don't ever gossip or criticize a co-worker. It will erode trust and damage your credibility. Don't view work-related questions as interruptions of your work. Instead, greet your co-workers with warmth and a sincere willingness to help.
Arrive early and leave late.
Always be on time for work and meetings. Better yet, arrive a few minutes early to demonstrate that you are enthusiastic about your job. Don't race out the door at quitting time. Instead, stay an extra five or ten minutes to create a "to do" list for the next day, make some last minute calls and clear the clutter on your desk. It sends a highly professional signal to your boss and will help you to jumpstart your work the following day.
Embrace change.
Change is about the only thing you can count on in the workplace. Demonstrate your commitment to the future by embracing change, not criticizing or reluctantly accepting it. Give up old habits that are holding you back or making you appear outdated. Actively participate in changes by supporting even those initiatives with which you may not agree (see "Exhibit a positive attitude...").
Maintain a professional image.
Dress for success. Wear clean, pressed, appropriate clothing that reflects the image of the top people in your organization. A sloppy image sends a message of unreliability or apathy to your boss. Keep your work area well-organized and free of clutter.
Stay tuned to your manager's priorities.
Don't get hung up performing menial tasks that can take up large chunks of your valuable time. Find out what is most important to your manager and focus your energy on tasks that support his or her priorities.
Increase your knowledge.
Actively participate in training classes and show enthusiasm about developing new skills. Keep up to date on industry and technology changes. Take classes outside of the workplace to learn skills that will help you to become more promotable in other areas of the organization.
Develop strong customer relationships.
Frankly, the more your customers love you, the more valuable you become. Most businesses want to keep their employees who build customer loyalty. Get to know your customers. Listen carefully to their requests and show them that you sincerely care about their concerns. When customers are singing your praises, your boss can see concrete evidence of how you are supporting the bottom line.
Source: Debra Schmidt [newsletter@loyaltyleader.com]Loyalty Leader Quick Tips - Issue #304 "How to Increase Your Value in the Workplace"
Kamis, Januari 22, 2009
Establishing Trust is the Key to Customer Retention
As hard as it is to get new business, many companies drop the ball when it comes to keeping that business. Contacting your customers is an excellent way to establish trust. It's dangerous to take your current customers for granted. They want to know that you are thinking about them all the time, not just when you are trying to sell something. It's easy to come up with lots of excuses for not calling your existing customers:
"I'm too busy with my day-to-day tasks."
"I have deadlines to meet."
"I don't want to be a nuisance."
"I'm afraid if I call, I may hear complaints."
Take for example, Josh DeTar, a financial adviser with Edward Jones who was featured in a recent Wall Street Journal article. He knows that his customers are dealing with high levels of fear and stress due to the current economy. He also understands that there's a good chance that when he calls his customers, he's may get an earful of complaints about the market stress. He said that his role has become almost like that of a therapist. Still, Mr. DeTar checks in at least once a month with each of his customers. By finding ways to stay in touch, he is building the trust that is essential to customer retention.
Phone calls are a great way to keep in touch, but if you're worried about becoming a nuisance, there are other ways to let your customers know they are valued. For example, Mr. DeTar reads the obituaries and sends condolence cards to any customer who may have lost a loved one. You can send birthday cards, articles, tips or simply a hand-written note thanking them for doing business with you.When your customers hear from you on a consistent basis, they trust that you genuinely care about them as individuals. Your contacts do not have to be business-related. Last spring, I heard about some serious flooding in the western part of Wisconsin. I knew that one of my customers owned a summer home in that area so I called to let him know that I was concerned about him. He wasn't in when I called, so I simply left a voicemail expressing my concern that his property and family were safe. Several months later he called to thank me and indicated that he had really appreciated my message. Not every contact will translate into business, but not contacting your customers on a regular basis may translate into lost business.
Source: Loyalty Leader Quick Tips - Issue #301 "Establishing Trust is the Key to Customer Retention"
"I'm too busy with my day-to-day tasks."
"I have deadlines to meet."
"I don't want to be a nuisance."
"I'm afraid if I call, I may hear complaints."
Take for example, Josh DeTar, a financial adviser with Edward Jones who was featured in a recent Wall Street Journal article. He knows that his customers are dealing with high levels of fear and stress due to the current economy. He also understands that there's a good chance that when he calls his customers, he's may get an earful of complaints about the market stress. He said that his role has become almost like that of a therapist. Still, Mr. DeTar checks in at least once a month with each of his customers. By finding ways to stay in touch, he is building the trust that is essential to customer retention.
Phone calls are a great way to keep in touch, but if you're worried about becoming a nuisance, there are other ways to let your customers know they are valued. For example, Mr. DeTar reads the obituaries and sends condolence cards to any customer who may have lost a loved one. You can send birthday cards, articles, tips or simply a hand-written note thanking them for doing business with you.When your customers hear from you on a consistent basis, they trust that you genuinely care about them as individuals. Your contacts do not have to be business-related. Last spring, I heard about some serious flooding in the western part of Wisconsin. I knew that one of my customers owned a summer home in that area so I called to let him know that I was concerned about him. He wasn't in when I called, so I simply left a voicemail expressing my concern that his property and family were safe. Several months later he called to thank me and indicated that he had really appreciated my message. Not every contact will translate into business, but not contacting your customers on a regular basis may translate into lost business.
Source: Loyalty Leader Quick Tips - Issue #301 "Establishing Trust is the Key to Customer Retention"
Kamis, Januari 15, 2009
Mayang Sebahu
Malam baru merangkak gaduh
Di luar langit hitam-putih tak ada biru
Suara-suara mobil-motor satu-satu menderu
Merasuk hati berdegub seru
:Mayang sebahu paras putih melantun lagu sendu
Merajuk mengurai pandangan sedih mengadu
Tersenyum kelu melihatmu tak jua luluh
Nafas ragu menerjang sungguh
Awan mulai menaburkan gerimisnya
Dingin malam terasa mulai membelai manja
Tepuk tangan merajah wajah yang basah
Berulang sesal asa yang menari-nari di atas kepala
:Tuhan, kenapa Kau biarkan dunia menjadi panglima
Menyeret jasad dalam nafsu amarah
Meninabobokan akal nurani dan hasrat bertemu diri
Ajarkanku mati sebelum mati...
Dalam diri ada kitab suci mengikuti
Sebagai hidayah dan taufik yang dianggap sepi
Melantunkan indahnya surga abadi
Mengelegarkan rajaman neraka siksa pedih
:Tuhan, materi begitu di depan mata
Bijak berakata Ilmu tanpa amal tiadalah guna
Tapi ego berdebat hebat mengutip sepenggal petuah ulama
Rezeki dunia nikmatilah ;jangan disia-sia...
Malam makin tinggi mengharap berjumpa cahaya bulan bintang
Tertatih mencari jalan dalam gelap terbentang
Bisakah Kau pinjamkan (lagi) lilinMu
Untuk menitih shirat kembali padaMu
Sebelum ruh, nafs dan jasad berpisah menemui hisabMu...
Mayang sebahu menerawang ke langit-langit mushola
Menutup mahkotanya dengan mukena
Tatapannya berhenti di tengah mimbar bertulis "Allah"
Seluruh pori-pori tubuhnya terbuka pasrah
Bersyahadat tersendat menahan gumpalan hebat dalam dadanya
Meleleh genangan air dalam kelopak matanya...
Di luar langit hitam-putih tak ada biru
Suara-suara mobil-motor satu-satu menderu
Merasuk hati berdegub seru
:Mayang sebahu paras putih melantun lagu sendu
Merajuk mengurai pandangan sedih mengadu
Tersenyum kelu melihatmu tak jua luluh
Nafas ragu menerjang sungguh
Awan mulai menaburkan gerimisnya
Dingin malam terasa mulai membelai manja
Tepuk tangan merajah wajah yang basah
Berulang sesal asa yang menari-nari di atas kepala
:Tuhan, kenapa Kau biarkan dunia menjadi panglima
Menyeret jasad dalam nafsu amarah
Meninabobokan akal nurani dan hasrat bertemu diri
Ajarkanku mati sebelum mati...
Dalam diri ada kitab suci mengikuti
Sebagai hidayah dan taufik yang dianggap sepi
Melantunkan indahnya surga abadi
Mengelegarkan rajaman neraka siksa pedih
:Tuhan, materi begitu di depan mata
Bijak berakata Ilmu tanpa amal tiadalah guna
Tapi ego berdebat hebat mengutip sepenggal petuah ulama
Rezeki dunia nikmatilah ;jangan disia-sia...
Malam makin tinggi mengharap berjumpa cahaya bulan bintang
Tertatih mencari jalan dalam gelap terbentang
Bisakah Kau pinjamkan (lagi) lilinMu
Untuk menitih shirat kembali padaMu
Sebelum ruh, nafs dan jasad berpisah menemui hisabMu...
Mayang sebahu menerawang ke langit-langit mushola
Menutup mahkotanya dengan mukena
Tatapannya berhenti di tengah mimbar bertulis "Allah"
Seluruh pori-pori tubuhnya terbuka pasrah
Bersyahadat tersendat menahan gumpalan hebat dalam dadanya
Meleleh genangan air dalam kelopak matanya...
Langganan:
Postingan (Atom)
