Handling Irate Customers

Remember: An unsatisfied customer is an irate customer, and an irate customer is a customer at the point of departure from the use of your products and services. When not handled properly, an irate customer could be a source of negative advocacy for your brand. It is therefore important to handle an irate customer maintaining your cool in order to ensure a win back at all times.

Below are seven tips on how to handle an irate customer while maintaining your cool.

  1. Don’t Take It Personally: the customer is not angry with you but the brand
  2. Never Argue Back
  3. Kill Them with Kindness
  4. Be Patient
  5. Know How to Apologize
  6. Solve the Problem
  7. Relieve Your Stress

Follow these seven tips, and stop negative advocacy for your brand…. Today!

Reinventing Yourself

Remember: Reinvention as a word implies a process of deconstruction, a subsequent reconstruction, and a resultant newness.

The intended ‘payback’ for reinvention is gaining something that you currently feel is missing in your life, which could be anything from a successful career, to a better financial situation, to a happier work-life balance, or a complete change of lifestyle.

Using the force-field analysis, here are five tips to successfully reinventing yourself

  1. Conduct a ‘Personal Audit’: This process involves that you appraise your life from a personal and professional perspective. Write your name in the centre of a clean sheet of paper and itemize your life’s pressure and disappointments on the left and the pleasures and delights on the right.
  2. Explore Your Values and Beliefs: Write down everything that prevents you from tapping into your natural talents and living your life in line with them at the bottom of the paper.
  3. Think about Your Dream Scenario: Write down everything you will do if you were free from practical or financial limitations at the top of your sheet of paper.
  4. Start Making Changes: Working through the above has allowed you to analyse your life and point out the areas that need most immediate attention.
  5. Live the Changes: The changes that you have started to work on can only be successful if they are sustained. So you have to live out the changes.

Create a better version of yourself, reinvent yourself… …. …TODAY!

Small Things are the Big Things

Remember: We are judged as excellent by our ability to deliver excellent results. The unsung part of that excellent result is the excellent effort that has taken place to achieve the result.

Your excellent effort delivers the greatest part of the requirement for that excellent result. The balance comes from a unique combination of planning, execution and yes, good fortune.

Now what is an excellent effort? Quite simply this means giving your best, while doing everything that is required, the way it is required. This means giving attention to the many small steps that are required in your role, project, task or situation. We remember the words of Mother Theresa who said “We cannot do great things on this Earth, only small things with great love”.

For example, arriving early for work, is a small step that makes a big statement about your excellence, at the start of your workday.

So be faithful in the small things and bring out your excellence… … …Today!

Small Things are the Big Things

Remember: We are judged as excellent by our ability to deliver excellent results. The unsung part of that excellent result is the excellent effort that has taken place to achieve the result.

Your excellent effort delivers the greatest part of the requirement for that excellent result. The balance comes from a unique combination of planning, execution and yes, good fortune.

Now what is an excellent effort? Quite simply this means giving your best, while doing everything that is required, the way it is required. This means giving attention to the many small steps that are required in your role, project, task or situation. We remember the words of Mother Theresa who said “We cannot do great things on this Earth, only small things with great love”.

For example, arriving early for work, is a small step that makes a big statement about your excellence, at the start of your workday.

So be faithful in the small things and bring out your excellence… … …Today!

Retaining Employees

Remember: Regardless of whether the economy is sagging or booming, employee retention remains a major concern across all industries.

Here are five important techniques for retaining employee.

  1. Select the Right People and Support their Growth: Do a proper work of getting the right people first. Remember that today’s hiring mistake is tomorrow’s problem.
  2. Understand What Motivates People: You must understand what satisfies, motivate or engage talented workers such as exciting, challenging work, career growth and benefits.
  3. Develop a Management Style that Inspires Loyalty: Treat people fairly and not necessarily identically and also create a value of inclusion. This will in turn inspire their loyalty.
  4. Create a Good Work Environment: Employees need a work environment that they love, enjoy and especially, one that fosters their development.
  5. Create Open Communication between Employees and Management: Have an open-door policy that encourages employees to speak frankly with their managers without fear of repercussion.

Create a culture for career growth and retention of your employees… … …Today!

 

Getting Close to the Customer

Remember: Getting close to a (current or potential) customer involves gathering facts and knowledge about them in order to develop an awareness of their expectations and perception of the organization.

Here are five tips to help you get close to your customer effectively:

  1. Examine Your Organizational Culture: You are unlikely to get close to your customers unless the culture of your organization encourages such. Therefore, staff should be trained to think ‘customer first’.
  2. Identify Your Customers: They may be internal or external customers. You should also distinguish between purchasers, those who pay for your product, and end users, those who actually use it.
  3. Profile Your Customers: A wide range of factors including gender, age, marital status, location, and lifestyle influence the behaviour and choices of your customers. These factors become useful when analysed, become useful in serving your customers appropriately.
  4. Assess Your Customers’ Opinions and Attitude: This will help you to know what they feel about your organization and most especially, your product and services. You can assess them via the internet, frontline staff.
  5. Act on Your Findings: Analyse the result of your research, interpret the data, and publicize your findings.

Start to maximize this tips, get close to a customer… … ….Today

WORKPLACE CONFLICT

Remember: Workplace conflict is an unavoidable consequence of professional life. Effective intervention from managers and supervisors ensures that the harm conflicts cause to relationships and productivity is minimal. It keeps relationships healthy, customers happy, and the business successful.

Common causes of conflict at work include:

  1. Differences in personality
  2. Differences in styles of working
  3. Miscommunication or misunderstandings
  4. Poorly-organised workplace
  5. Poor management
  6. Discrimination, harassment, etc.

Here are 5 tips for managing conflict in the workplace:

  1. Don’t ignore it – conflicts do not just disappear if you push them aside; issues become harder to tackle the longer you leave them. Deal with the problem as soon as you learn about it.
  2. Promote differences– adopt a positive culture towards differing opinions, lifestyles, and attitudes. If people see that discriminatory behaviour is not acceptable and is disciplined, they’ll be less likely to do it.
  1. Learn to listen actively – good listening skills are essential for resolving conflicts. Eliminate distractions, don’t listen with pre-conceived ideas, ask questions, and ensure you truly listen to what others are telling you. Encourage others to do the same.
  2. Attack the problem, not the person – one thing you cannot change is the fact that people have different perspectives and opinions, so do not criticise them. Instead, focus on identifying the cause of the conflict, promote tolerance and understanding, and aim to reach a solution.
  3. Be supportive – encourage employees who have certain knowledge and skills to help those colleagues who might not have these abilities, and do so yourself. Treat each person as an individual; don’t make judgments.

 

Keep the workplace relationship healthy, resolve a conflict… …. …TODAY!

Workplace Communication

Remember: Workplace communication is very important because it allows companies to be productive and operate effectively. Employees can experience an increase in morale, productivity and commitment, if they are able to communicate up and down the communication chain in an organization.

Ways to create effective communication in the workplace

  1. It is easier to communicate your passion and how you feel to your team via open meetings. In this kind of forum, they will not only hear what you are saying, they will also see and feel it.
  2. In official setting, communication via email remains potent. It will enable you to pass messages to your team members without pulling them out of their workstations.
  3. To effectively communicate with your team, you must create a receptive atmosphere. Avoid a tense environment at all costs because when you communicate in an overly intense manner, the message you are trying to share might not be well understood or retained.
  4. Use words that can be easily understood. When ambiguous words are used, you can be misunderstood.
  5. Your body language will pass your message faster and better. Master the art of using body language when communicating with your team. Stand/sit up straight, use smiles, handshakes and eye contact.
  6. Give room for feedback so that you can measure the effectiveness of your style of communication. It will also afford you the privilege of knowing if your message was well understood.

Work hard at these communication tactics by practicing them … …Today!

Good Compliments Re-enforce Desired Behaviour

Remember: Compliments are one of the best forms of workplace currency.They are free to give out, and when done properly, they can have a very positive impact on your career. Compliments are a form of structured gratitude, it is a step further than appreciation.  Compliments allows you explain the value the person has provided that made you appreciate them.

Types of Compliments

Whether you’re a manager looking for increased productivity from a staff member or a co-worker looking to work better with others, you can use the 5 types of compliments to get the job done. Each one re-enforces a desired behaviour through a process of creating a positive emotion for the recipient.

  1. Made your job easier:When someone takes something off your work plate, especially something that gives you a headache, share exactly how that made a difference in your day.
  2. Helped you feel better about your work:When someone makes you feel proud, inspired, or more satisfied with the work you do, you should explain how it helped you feel better.
  3. Made the company more money:Any time someone makes a measurable impact on revenue, you should explain how his or her efforts justified the cost of having them on staff.
  4. Saved the day:When a mega-problem arises, those who step in to fix it without asking deserve recognition for pitching in. It also helps to place emphasis on how much worse things could have gotten for the business if it had not been resolved.
  5. Avoided a disaster: Identifying a potential disaster and doing what was necessary to ensure it didn’t unfold should be rewarded with compliments explaining how, if allowed to occur, the disaster could have hurt the business.

When it comes to giving compliments to drive performance, quality matters most. Be detailed, sincere, and consistent in your delivery… …. … Today!

YOU GET WHAT YOU EXPECT

Remember: The expectancy theory that which we expect to happen is most likely to happen.  Be aware of your mental processes, the internal messages you give yourself.

If they start from a negative self-concept and negative expectations, your external behaviour will likely be non-assertive behaviour and you end up acting frustrated or angry.

On the other hand, if you start from a positive self-concept, and have positive expectations, your behaviour is more important apt to be to be assertive and you are more likely to feel confident.

Similarly, interpersonal relationships have a reciprocal quality about them. In a relationship with another person our expectations are likely to be self-fulfilling prophecy.

Turn it to your advantage by expecting the best from ourselves and others… … …Today!