Edition and Feature Article For Customer Service Folks
Wow. It's been a long time between newsletters, but we're still here.
In this edition, we'll share the latest news, and in particular focus
on saving some money, since we know that for many, back to school time
is expensive time. First, what HAVE we been up to?
What HAVE We Been Doing?
We are continuing to transform Bacal & Associates into a publishing
and learning company, while keeping our roots as a live training and
keynote presentation company. Our focus is still on learning, but now
we're doing way more publishing in print and online. Since our last
newsletter, we've completed THREE books (Second Editions) for McGraw-
Hill scheduled to be released by the end of this year, 2010. We have
also completed and published two new titles, one completely new, and
one a Third Edition of our classic Defusing Hostile Customers
Workbook. In addition, we have developed new content and websites,
notably on social media and its use for business, and several new
blogs. So, let's have a look at what we have to offer you that is
fresh and new(er).
The New Books (and get your free reviewer's copy)
Our latest book is on performance management and appraisal and its our
first book in the Busy Learners series -- short, to the point, tools
you can use right away. It has the longest title: The Busy Learner's
Kit For Making Performance Management & Appraisal VALUABLE - Walking
The Path Together. It's written primarily for managers, HR
professionals, supervisors and executives or for anyone interested in
learning how performance management and appraisal can be used
effectively.
The good news is that we've arranged to allow you to download a free
complete copy of this performance management kit, no strings, no
registration required. There are a few small restrictions in that we
ask you not to distribute copies to others and the book is
watermarked. Interested? If so, get it now because we'll only be
making this available for a short time. Here's the link:
http://www.box.net/shared/9amj8xsvdi
Defusing Hostile Customers Workbook 3rd Edition
Earlier this year we announced the release of this classic "bible" for
dealing with difficult customers. Just to let you know that it's
available at amazon. com and I believe they have it ON SALE so you
save close to 25% off the price. Amazon is so easy for most people to
use, and so reliable in their service that we're happy to make this
book available through them. For information about this book and to
purchase it, go direct to the amazon page at http://amzn.to/denBFb
For more information, table of contents, chapters go to:
http://busylearners.com/products/i-defuse.htm
Free Access Sites and Blogs
We're continuing our 15 year policy of making free material available
on the Internet, whether it's through our article libraries, and more
recently, our blogs. Let me recap just SOME of the resources we have
available on various topics: No registration required, it's all free.
Social Media: We created http://socialmediabust.com to provide a more
balanced view of how social media (blogs, forums, Twitter, Facebook,
LinkedIn, etc) can (or can't) be used for business and commercial
purposes. We've done this because we believe the hype and hope about
social media and business is leadning many businesses into wasting way
too many resources which should be going elsewhere in this economy.
Most of the more controversial material is available in the blog
section, where you, too, can have your say, at http://socialmediabust.com.
More recently we've started building a library of articles on social
media, handpicked and free to access. It's at http://socialmediabust.com/features/
Customer Service: Our customer service site continues to attract
attention. Several of our blog posts have been picked as editor's
choice articles and reprinted elsewhere, and our traffic continues to
grow. The site is at http://customerservicezone.com, and the blog,
which is relatively new, is at http://customerservicezone.com/wp/ .
For the later you can also have your say, and we hope you do. Even if
you don't there are hundreds of articles about improving customer
service.
We have way more to tell you about, but we'll try to spread it out
over the next few newsletter issues. Now. Free stuff.
Free Stuff
Back to school time is always expensive even for relatively well to do
families, so let's see what's around free of charge that you might be
interested in. Note that these offers usually require registration and
are run by a third party who is reputable.
Are you a teacher/educator? Is so Microsoft is offering you a free
guide, "Windows 7 in the Classroom Guide for Teachers" Here's the
description:
Learn how educators can use Windows 7 to simplify everyday tasks, save
time and make lessons more interactive. With Windows 7, PCs are more
visual and intuitive, so everyday tasks are easier to do. Get rid of
desktop clutter with one click. Find a picture, a PowerPoint
presentation, or lesson plan instantly from the Start menu. These are
just two of the time-savers you'll discover. The link to get this is:
http://work911.tradepub.com/c/pubRD.mpl?sr=oc&_t=oc:&pc=w_msf154
The are also offering "Windows 7 eBook for Education"
Download the free eBook to learn how Windows 7 can help your
university or school district reduce costs, manage risks and make
users more productive anywhere. Long Description: A vital need for
students, faculty, staff and administrators in education today is
effective, productive access to and control of technology. Learn how
Windows 7 can help maximize results with a scarce budget and people
resources for schools and campuses. Your link is at:
http://work911.tradepub.com/c/pubRD.mpl?sr=oc&_t=oc:&pc=w_msf152
If you are involved in web design or other techie type stuff take
advantage of these free offers.
The Complete Guide to Web Design"
There are millions of web designers out there, but how do you know
which is the right one for your business. Learn tricks, tips, and cost
savings to guide you through the web design process. You will also
receive multiple free price quotes from reputable web design providers
by phone/email.
Creating an online presence is just as important as getting your name
out to your local consumers. Grow with the internet by learning how to
pick the right type of design for your market as well as how to sell
directly from your website. This step-by-step "E-Everything Guide"
breaks down E-commerce step-by-step and comes with multiple free price
quotes by phone/email from Web Design companies. Your link:
http://work911.tradepub.com/c/pubRD.mpl?sr=oc&_t=oc:&pc=w_reso01
And, in Human Resources? Check out this page for a number of free
offers related to hiring, retention, recruitment, cost savings, and
more. Offers change so check occasionally for updates.
http://work911.tradepub.com/?pt=cat&page=Hr
Small business? Tons of stuff.
"Let's Talk Social Media for Small Business (Version 2) - Free 41 Page
eBook"
Feed the Social Media "Beast" and you'll see it pay dividends.
Not long ago, social media seemed so new and different that it was
treated as an appendage of sorts—a kind of marketing that should be
tried only by "experts."
While that view still exists to some degree today, it's become clear
to many that social media is no longer marketing's new thing. It's now
simply part of the way we do marketing today. Traditional marketing
tactics such as advertising, referrals, and public relations are still
very important, but social media tactics have now become a part of
everyday marketing's fabric and need to be considered at the strategic
level of your marketing decision-making process.
So, rather than asking yourself if you should or should not use
Facebook or Twitter, the question is: "How can Facebook and Twitter
help you achieve your marketing objectives?" It's the same as asking
how direct mail or having two more salespeople might fit into the
plans. From this integrated viewpoint, social media participation can
start to make more sense for each individual marketer's needs and
goals. Your link: http://work911.tradepub.com/free/w_duct01/
More small business free offers at: http://work911.tradepub.com/?pt=cat&page=Small
Feature Article: Is it Time To Rethink Customer Service So We Stand
For Something?
We all have some sort of customers, and we've all probably heard all
the ranting and raving about how customer service should dazzle, or
astound or...well, there's a lot of hype. You'll probably like this
piece from our customer service blog - http://customerservicezone.com/wp/
I've often wondered why at least some customers think that their
fellow human beings, who just happen to work for companies the
customers visit, as punching bags to unleash their venom upon when
things go too slowly, too quickly, or too anything. Since I've spent a
substantial part of my career helping employees deal with aggressive,
unreasonable and angry clients in professional and calming ways, I
suppose it's not surprising that's what I think about.
More recently though, I've been shocked at some of the things I've
heard "customer service professionals" (that would be consultants,
trainers and advocates) come out with. Many of the statements sound
good on the surface, until you think about the implications — the
things they are asking of fellow human beings.
I think maybe it IS time we rethink customer service and keep in mind
that it is a business function, not a right designated by some higher
power, and that the relationship between a customer and an employee
helping that person should be based on MUTUAL respect, and OBLIGATIONS
on both sides, just as we would desire those things in any
relationship. A customer deserved nothing more and nothing less and
the same applies to the employee who is helping that customer.
When Kate Nasser wrote "An authentic smile changes everything. " to
her cohorts monitoring the #custserv hashtag/chat, not a person
challenged that, and of course, on the surface of it, it makes perfect
sense. It's not "wrong". It's just impossible to do each and every
time. Other comments on the chat by customer service "experts" have
suggested that one is born to deliver customer service, as if it's a
religious calling. While we can argue about whether that's true or
not, once again, it's just impossible.
This is rather scary stuff, where we have experts suggesting that one
dedicate one's life to delivering customer service, like it's a
priestly vocation, because it's asking the impossible. It's denying
the humanness of the people who help us (or sometimes even ignore us)
in restaurants, hotels, retail stores, professional offices).
I'm wondering if whether these customer service advocates should stop
acting like customers and start acting like professionals themselves,
and vend advice that is real, practical, honest and treats those
serving customers as humans, NOT servants, and not slaves.
Shift To Balance
What I am advocating is balance. Customers are not RIGHT, and
customers do not have entitlements, but then again, those employed to
help customers don't have entitlements to receive salaries and
commissions if they are rude or treat customers badly. We need better
balanced standards that protect the dignity of all parties, based on
what is reasonable and fair, not on some weird confrontational game
where customers are out to get all they can as cheaply as possible and
customer service reps fight back — fire with fire.
One thing is sure. Something is wrong when customer service experts
lecture on how one must be born to be a customer service rep, or that
you have to genuinely smile each and every time. How about if we start
with reasonable boundaries, and work to create reasonable expectations
for customers, even at the expense of losing some of the more
demanding unreasonable ones?
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That's it for now.
Our Sites:
Just a quick summary of our sites that have information on the
following topics:
World's Best Search Engines: http://researchprofessional.org
Training and Development Resource Center:http://thetrainingworld.com
Free Learning Stuff: http://free2thee.com
Small Business Resource Center: http://smallbusiness411.org
Small Business Blog (new material): http://smallbusiness411.org/wp/
Leadership Resource Center: http://work911.com/leadership-development/index.html
Communication Resource Center: http://www.work911.com/communication/index.htm
Conflict (both workplace and family) http://conflict911.com
Business, Strategic and Personal Planning: http://www.work911.com/planningmaster/index.html
Performance Management & Appraisal: http://performance-appraisals.org
Customer Service: http://customerservicezone.com
Our Main Site: http://www.work911.com
Multi-Purpose Articles Database: http://www.articles911.com
To new subscribers: The work911 newsletter is published no more than
once a week and contains articles on all things work related, and
contains other work related resources, and updates about our sites,
and their contents. Past history indicates we publish about every ten
days. Subscribe at http://work911.com/newsletter.htm
Don't forget that you can access free, useable previews of over twenty
of our books and helpcards at:
and that we continue to offer special freebie offers and discounts to
our newsletter subscribers!
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