How to Train your Staff to Deliver Great Customer Service

How to Train your Staff to Deliver Great Customer ServiceHow to Train your Staff to Deliver Great Customer ServiceHow to Train your Staff to Deliver Great Customer Service A. Leonard, author of The Liberated CEO The Nine-Step Program to Running a Better Business so it Doesnt Run You (Wiley, 2014)The biggest threat to customer satisfaction is passive avoidance.In professional services firms, retail businesses, and even larger companies, the unplanned questions and concerns of the typical customer often represent a distraction and interruption of a days workflow for many professionals.Customers are people, and when people are treated in a way that makes them feel small or invisible they begin to feel threatened and their satisfaction plummets.In many cases, the customers concern will not align with your urgent priorities but indeed it will be mora important. We embrace disruption for those reasons. By responding to clients concerns whenever they occur, we exceed their expectations. Th is builds a strong customer bond.Our philosophy is this Nothing you are doing is mora important than dealing with that client interruption, ever.We close the loop on the customers request or question with as few pass-arounds and callbacks as possible. Our staff is trained with checklists that teach them a great deal about how we operate, so they can address many types of questions.Heres our process for addressing client calls and queriesWhat Happens when the Phone RingsFirst of all, we do not have a receptionist. In the classic sense, a receptionists job for an incoming phone call is to pass that caller on to someone else.Many times, the caller has to start telling their story to the receptionist so that they can be transferred to the correct extension, only to have to tell the story over again or the client just asks to be transferred to an individual and hopes they do not get voice mail or that they are in fact asking to talk to the correct person.Neither of these scenarios is gre at for high-touch customer service.When the phone rings in our offices, for the first few rings, it is the job of any and all of the administrative assistants to answer the phone. After a few rings anyone in the office is empowered to answer the call if the caller is a customer, each staffer is given the leverage to answer the question if that question is routine to look up or common knowledge.The goal is twofold1) Get the client the correct answer to their question in as short a period of time as possible, which may mean that the question is noted so that a return caller can have the answer.2) It gets the clients used to looking to the entire organization as being able to address their questions, not a specific employee of the organization.If the client wants to talk to me or a partner, the phone answerer will determine the nature of the request and see if another team member can help immediately (if the principal is not available).Many of these calls are from long-term clients who may want to talk to me out of habit by institutionalizing our approach, clients begin to look to the firm as a service brand, not just me or another principal.If the customer has a more complex or more involved request, such as an investment allocation recommendation, a call back may be necessary naturally there are dozens of times a year I stay late at the office to reach out regarding an urgent or delicate customer question.Over time, however, we found that roughly 9 times out of 10 when a customer who initially asked to talk to a principal, another member of the staff could address their concerns without a callback.Great Customer Service is UneconomicalThe best evidence of how this works is anecdotal, but most of the time clients no longer ask to speak with a principal, but rather go directly into their question or request with the person who answers the phone. They have learned to trust our judgment as to who can best address their important issue at hand.Certainly, having almo st every phone in the office ring with incoming calls is not the best use of everyones time. It is an interruption and inefficient. That is why many firms hire a receptionist, or worse a computerized system, to route calls.But great customer servicecannot start by wasting five minutes of a clients time as they figure out with whom they should be talking in an organization, or making them wait for a callback from a voice message they left when others in the company could have provided the answer on the spot.Great customer serviceis many times uneconomical. That is why it is so critical to be as efficient as possible, when appropriate, so that client interruptions are not viewed as interruptions but rather as the opportunity to do what our clients have hired us to do provide great service.Excerpted with permission of the publisher, Wiley, from The Liberated CEO The Nine-Step Program to Running a Better Business so it Doesnt Run You (Wiley, 2014) Copyright (c) 2014 by Scott A. Leonard . All rights reserved. This book is available at all bookstores and online booksellers. Author BioAuthor BioScott A. Leonard, CFP, is the founding partner of Navigoe, LLC, a leading, full-service wealth management and investment advisory firm. He has a degree in Economics from UCLA. Mr. Leonard has been an instructor at UCLA Extension, teaching courses in the financial planning certificate program. He was the Dean of the School of Investments for NAPFA University, and is a national speaker on topics addressing investments, wealth management and business best practices.Mr. Leonard is a frequently published author, specializing in advanced investment theory, and has been the featured financial planner for the Los Angeles Times weekly Money Makeover column. He is often looked to by the media as an expert in a breadth of financial, business and entrepreneurial topics.Away from the business, Mr. Leonard is busy working with his wife helping to raise their three boys and acclimate to the U.S. after spending 2 years sailing the world with his family.

Important Finance Skills That Employers Value

Important Finance Skills That Employers ValueImportant Finance Skills That Employers ValueAccounting and finance professionals can find career opportunities in many different industries. Whether youre applying to be a CFO, financial analyst,financial planner,orinvestment counselor, youllfindthatthese positions have certain functions and terminologies in common. To get into the field and land any of these positions, you will need at least a bachelors degree, although you have afew choices of majors that qualify. There are degree programs in finance, accounting, and economics. Some professionals alsoconsider coursework in communications to be useful for this type of work. Depending on which field you enter and which positions you wish to applyfor, you may need to complete a specialized training program and earn one or more certifications or licenses. What Kind of Skills Do You Need to Be a Finance Professional? Because many different roles and positions exist within the world of fi nance, thenecessary skills can vary a lot. Accounting and finance professionals must have excellent analytical abilityand interpersonal skills and a sharp understanding of industry technology. As someone who manages money, an organizations most important commodity, financial professionals bear a great deal of responsibility. So being trustworthy and able to perform well under pressure are incredibly important traits. Review Finance Resume and Cover Letter SamplesFinance Resume ExamplesEntry-Level Finance Resume and Cover Letter Types of Finance Skills When interviewing for any finance or accounting-related position, you will need to demonstrate several skills, both technical and soft, in order to land a job. Many of the most sought-after skills for finance jobs are also important in other fields. You may well have more relevant experience than you think. Accounting Accounting skillsinclude the knowledge necessary to record accounting transactionsand a strong understanding o f theapplicable accounting regulations. You may or may not be preparing financial statements and budgets directly, depending on your position. You dontneed to be an expert accountant because you may have an expert accountant on your kollektiv assisting you. But you will need to be entirely comfortable reading and discussing financial statements in order to give financial advice. AccountingAccounting PrinciplesAccounting StandardsAccounting TechniquesAveragingBudgetingCalculationsCash Flow ManagementComputerConcentrationCost AnalysisCost ReductionData ProcessingFinancial DataFinancial ManagementGAAPGeneral LedgerJournal EntryMathematicsMS ExcelProfit and LossQuantitative DataReconciliationsReconciling Balance StatementsReportingSortingTax FilingTax PlanningTax ReportingTrial BalanceWorking with Numbers Analytical Analytical thinkingmeans looking at a situation accurately, understanding how it works, interpreting what it means, and then coming up with a thoughtful, intelligent res ponse. This skill has technical applications, such as data analysis or financial analysis, as well as wider applications, such as generalized problem-solving. You will need both. Analyzing DataDecision MakingEconomizeEstimationFinancial AnalysisFinancial PlanningForecastingLogicPlanningPrioritizationProblem-SolvingProjecting Fiscal BalancesQuantitative AnalysisRankingRecognizing ProblemsRestructuringRisk AnalysisRisk ManagementStrategic PlanningSolving EquationsSolving ProblemsUsing Analysis on Financial ScenariosValuationsValue Added Analysis Technology Modern technology makes it much easier and faster to find, sort, and process the bulk of the information you need to work in finance or accounting. The downside is that you need to understand that technology in order to use it. Because the available tools continue to change and evolve, a detailed list oftechnical skillsin this area would be quickly out of date. But if you ground yourself in modern information technology and then rigorously keep yourself up to date, youll be in a good position to succeed. At a minimum, in-depth experience with a spreadsheet program is a must. Financial EngineeringFinancial ModelingFinancial SystemsHyperionIT SoftwareMicrosoft OfficeMobile ApplicationsQuickBooksSAPSecuritiesSoftwareSQLTechnology Written and Verbal Communication Not only do you have to be able tocommunicate clearly to give financial advice, but you also need to inspire trust and develop a strong rapportwithpeople.Otherwise, no one will trust you with their money. This is not a matter of putting on a trustworthy front while some people misrepresent themselves in order to attract business, such practices are both morally wrong and usually less effective. You must actually have integrity and good judgment. If you cant communicate well on all levels, other people wont be able to tell that youre a trustworthy person. The finance industry can be both financially rewarding and personally satisfying because, in c ertain positions, you get to spend your time helping people. Like many other fields, you will have to apply yourself and work hard to succeed in this kind of demanding career, but the potential for success is worth it. CommunicationFinancial AdvisingFinancial ConceptsFinancial ReportingInterpersonalLeadershipManagementNonverbal CommunicationPerformance ManagementPersuadingPractice ManagementPresentingProject ManagementRelationship ManagementTranslating Data More Finance Skills ComplianceDecision MakingDexterityEstate PlanningHandling Detailed WorkHandling MoneyInvestmentsInvestment PrinciplesMarketingMergersMBAOrganizationalPerformance MeasuringPortfolio Performance ReportsSalesTaxationWealth ManagementWorking under Stress How to Make Your Skills Stand Out ADD YOUR MOST RELEVANT SKILLS TO YOUR RESUME Review lists of the top skills employers look for when evaluating job applicants and the best skills to put on your resume to help you get hired. You do not need to mention every si ngle skill just be sure to pick a few from each section to show that you are well-rounded.HIGHLIGHT YOUR SKILLS IN YOUR COVER LETTER Use your cover letter to show the hiring manager thatyoure a strong match for the jobby mentioning how your qualifications fit the job requirements.MENTION YOUR SKILLS DURING JOB INTERVIEWS You can also mention these words in your jobinterviews. Each job will require different skills and experiences, so make sure you read thejob descriptioncarefully and focus on the skills listed by the employer.

Heres whos taking your annoying behavior at work straight to the boss

Heres whos taking your annoying behavior at work straight to the bossHeres whos taking your annoying behavior at work straight to the bossNew research from Olivet Nazarene Universityfinds that while 100% of people surveyed reported feeling annoyed in the office sometimes, Baby Boomers are least likely to tell the person who is making them feel this way upfront - but most likely to bring it straight to their manager.Meanwhile, more than three-quarters of respondents, 76%, say theyve never kept annoying someone after being made aware that theyre bothering them - while 24% admit to actually continuing annoying behavior after being notified.The research team surveyed 2,000 U.S. employees. Here are some moreof the findings.Heres what people say they hate dealing with at workThe research found that nearly half of respondents - 49% have been the most annoyed at work by coworkers loudness and complaining, followed by 32% who picked gossip and bullying, and 12% who selected bathroom or ea ting habits.Just 6% said emaille or meeting habits, and 1% said personal hygiene.The research found that theres a tendency for leaders to be seen as irritating at work, with those in senior or managerial roles being 34% more likely to identify as the source of someones annoyance.Thirty-six percent of people said theyve actually switched jobs because of annoying colleagues.Heres just how annoyed people say theyve been feelingWhen asked, how many coworkers annoy you on a regular basis? 21% said just one, 73% said two to five, 4% said six to ten, and 2% said 10 or more.While 78% of people report having confronted a colleague about whats been driving them up the wall, 22% say they have not.But of the ones who did confront their annoying coworkers, 47% did so via another person they work with, 30% did it directly, 18% relied on the support of their boss or supervisor, 2% took things up with HR, and 3% actually say theyve gotten the entire office involved.

Customize this Outstanding Entry Level Bartenders Resume Template

Customize this Outstanding Entry Level Bartenders Resume TemplateCustomize this Outstanding Entry Level Bartenders Resume TemplateBartending is a fun job that involves being social as well as creative. If youre looking to break into the field, get started on a resume to offer prospective employers.When applying for an entry-level bartending job, you can list previous jobs that have not been in bars. Retail and waiting jobs have a lot of skills that are transferable to entry-level bartending positions. Mention aspects of your personality that you feel will help you secure a bartender job, such as being outgoing, paying attention to detail, and observing cleanliness. Its also important that you let employers know you have all of the certifications necessary for working in an establishment that serves food and alcohol in your district.Use this entry-level bartenders resume template as a guide for creating your own. Create ResumeLyle Collins100 Main Street, Cityplace, CA, 91019Cell (555) 322-7337example-emailexample.comProfessional SummaryCertified and licensed as a professional bartender and looking to obtain a full-time, part-time Bartending position. I am an amazing female bilingual bartender looking to showcase personality in a fast paced, energetic establishment that serves quality spirits liquors, while serving safe beverages alcohol service with my alcohol awareness certification and knowledge.SkillsProficient in Point Of Sale System (MICROS,ALOHA)Bilingual in English/AlbanianAble to handle challengesof high volume establishmentCertificate in Alcohol ServiceMixology expertEffective multi-taskerCustomer-focusedWork HistoryBartender/Waiter, 07/2011 to 07/2013Ginos Trattoria Brooklyn, NYMaintained updated knowledge of all menu items, specials, liquor brands, beers and non-alcoholic selections.Continually provided exceptional service to customers by being friendly, knowledgeable and accommodating.Expertly prepared both alcoholic and non-alcoholic beverages usin g correct techniques, liquid measurements and garnishes.Entered orders into the computer system quickly and in proper sequence.EducationBartending , 2013AllStar Bartending School (1.800.BARTEND) 35 W 14th Street, NY 10011New York State Licensed Certified MixologistAlcohol Awareness Certified IDWine Spirits CertifiedCustomize ResumeMore Food and Beverage Resume TemplatesBartenders Resume TemplatesEntry Level Catering Resume TemplatesCatering Resume Templates

The Start of Blank Resume Template

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Resume Writing Services in Warren, Michigan Explained

Resume Writing Services in Warren, Michigan Explained Things You Wont Like About Resume Writing Services in Warren, Michigan and Things You Will Its rarely boring just like you might see in a movie. Electing to visit substance abuse treatment is frequently the best decision in your whole life. Relocating isnt a requirement though and plenty of people would love to stay closer to home. No matter your personal reasons for using drugs or alcohol, theres a program that will specifically treat your wants and address your own private reasons for your alcoholism. Warren, in the same way as any other city near Detroit, is highly dependent upon the automotive industry. Visit Warren, you might never leave. Job fairs are extremely popular events. Job fairs, also referred to as career fairs, are a terrific means to meet up with lots of employers at the same location. The Chronicles of Resume Writing Services in Warren, Michigan Be koranvers to follow along with the directions on the job posting. We invest the opportunity to provide expert advice on all elements of your resume. Here are a couple of suggestions which will help you stand out. Be ready to ask questions. The Argument About Resume Writing Services in Warren, Michigan Welcome to one of the greatest investments you could possibly make in your journey to finding your ideal job Your ability to yield a generous income for yourself and your family has become the most important asset your possess. Contract funds wont expire at the conclusion of the current fiscal calendar year. Youre a personal services business. Resume Writing Services in Warren, Michigan Ideas We can even assist you in finding treatment thats in your insurance policy network. Alcoholism recovery necessitates an overall change of a persons lifestyle and perceptions. Treatment programs usually offer you outdoor pursuits and field trips for you to be introduced to hobbies. These longer term programs are demonstrated to have hig hest success prices. The Basics of Resume Writing Services in Warren, Michigan Dont neglect to tailor your objective to every individual position you apply for. It gives job-seekers services through its statewide network of over a hundred service centers that concentrate on job training and placement based on local labor requirements. Whether youre optimizing your talent management procedure, developing your next generation of leaders or youve got a particular human resources project, we can provide help. Our specialists can confirm your insurance policy policy to help you in understanding precisely what your insurance plan covers. Understanding Resume Writing Services in Warren, Michigan In addition, should youre interested in having our staff attend one of your events, please speak to us. To get results, you are going to require a resume that demonstrates what you could do in order to stick out inside yourtarget position. The event ushered in the start of a new era. It mi ght be tough to trust but I have completed this. The Unusual Secret of Resume Writing Services in Warren, Michigan If youve sent your resume and cover letter to LOTS of businesses and still no bites, you want to have a critical look at your resumeyour career is dependent on it. You simply watch the screens once the game isnt being played. If ResumeMyCareer put the very same effort in their resumes they do in their site, theyd hold a greater position. Realistically, there are a number of unique programs that last a different quantity of time. The absolute most powerful resume you can write is one which showcases your special abilities and talents. Other opportunities exist around the country. Make the most of our resume expertise in a huge collection of career and employment places. Be certain to have plenty of resumes to hand out to possible employers.