|
Client Testimonial: | |
"We have been working with a very smart client who wanted to increase his Emotional Intelligence (EQ) ability. At the beginning of coaching, his EQ management skills were below where he wanted them to be as a leader. Within 6 months, his scores improved significantly (based upon our EQ Assessment tool). His confidence in himself and his ability improved, and he is now more focused on accomplishing organizational goals with much less emotional stress. Talent journey specializes in improving the relational skills of leaders." |
|
Book of the Month | |
Once again, Ken Blanchard (co-authored with Sheldon Bowles) offers his readers a revolutionary approach to customer service. Blanchard reminds us that satisfied customers are not happy customers and that today's businesses have to strive to go beyond what used to be "enough". Enjoy this month's read - it echoes our article of the month where we highlight the importance of customers and their experiences in today's marketplace. |
|
|
Greetings!
We hope you enjoy this month's Leadership Briefing! We focus this month on the often overlooked importance of customer relationships. Every organization has customers, both internal and external. It is incredibly relevant to foster these relationships and not lose sight of the relevance of our customers. The reminder comes in a timely fashion as times get busier with the holidays and end of year deadlines. Diane's feature article this month offeres 8 quick tips for approaching customer service with a fresh perspective. Let's be honest, in the upcoming months and continued economic challenges, each organization needs to focus on gaining and retaining customers.
Remember, at any time, you can unsubscribe from the newsletter by clicking the link at the bottom of each newsletter. We're so glad that you've remained a subscriber. We enjoy sending these leadership briefings and relish your occassional notes and well-wishes back. On we go.... |
|
Feature Article: Customers ARE your business: 8 Quick Service Tips Diane Brown | |
When was the last time you were on the receiving end of a lousy customer service encounter? Did you get the voice recording that asks for your name and account number only to have a service rep request it a second time? When the service rep couldn't answer your question, did he or she put you back into a queue, and, after a long wait, you had to go over all your information again with someone else? Of course, the most frustrating scenario is when one of the customer service reps in the series hangs up on you so they can keep their call statistics low!
In today's economy, no business can afford to alienate customers. Let's look at a couple of economic facts.
Click here to read the entire article |
|
The Top 10 Audit Questions: Customer Satisfaction |
1. How do we define customer satisfaction?
2. How much should we be spending on retaining customers?
3. Why do customers defect?
4. What report/index/measurable do we need weekly to track our progress in this area?
5. What are the needs that our customers haven't even asked us to fulfill for them?
6. How rapidly are customer questions/problems responded to/solved?
7. Do customer questions/complaints get forwarded to our product/R&D/systems people?
8. Are our customers delighted, or just satisfied?
9. Do our customers brag to their friends about our product or service?
10. If we were a customer, where would we ask the company to improve?
Originally submitted by T. Leonard, Coachville. |
|
Practical Applications | |
Talent Journey facilitates a half day workshop to teach customer service representatives to "read" their customer's communication and buying style. We empower customer service representatives to customize their encounter with each customer based upon conversational cues that indicate what that customer values and appreciates.
Talent Journey also facilitates 4 to 8 hour workshop to teach customer service techniques in providing excellent service.
Please contact us if your organization seeks to improve your customer experience. We would love to partner with you in significantly enhancing your success in this area.
As our article indicated, customers are the basis of your business. Their experience is the only thing that really matters to your bottom line. Let's make it the best!
For more information contact The Talent Journey
|
|
What does TALENT JOURNEY do? |
|
Our Expertise:
· Talent Assessments
· Performance Development
· Leadership Development
· Team Building
· Executive Coaching
We help your company select, align, and develop the potential of your people to achieve your unique mission and strategies. Our proven, customized and measurable approach improves individual, team and organizational performance for long-term sustainable business results. |
|
|
Thank you for supporting our business! |
We are committed to providing you with insightful and relevant leadership information.
We aspire to keep you thinking on the leadership edge, especially about how to optimize and leverage the talent within your organization. Too often talent underperforms because, as leaders, we don't provide enough "maintanence." Just like machines falter without maintanence, so do people.
Great leaders know how to inspire, equip and develop their talent from the time of hire all the way to the day of retire. At Talent Journey, we guide your adventure and help you navigate the sea of potential. Thank you for the opportunity to partner with you on your journey.
Referrals are greatly appreciated.
Sincerely,
Diane Brown
Talent Journey Founder
760-471-2703 or By Email |
|
|
