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Adjusting the Picture on Customer Focus

At first glance, big picture thinking and customer focus would seem to be mutually exclusive terms. After all, the first phrase connotes a farsighted, panoramic view of business, while the second implies an intense, laser-beam-like concentration on the customer. Yet as revealed in Magnifying Customer Focus: A Study of Current Trends and Future Possibilities 2006-2016, a global study commissioned by American Management Association and conducted by The Human Resource Institute, the terms are not only compatible, they are inseparable.

The study finds that customer focus is a top strategic concern for many businesses today and is ranked as one of the most important needs concerning issues ranging from leadership challenges to ethical behavior and innovation. Yet it also reveals that there is a wide disparity between what activities companies practice when it comes to customer focus and what they should be practicing.

The study asked respondents to rank a variety of strategic actions in each of five areas environment/culture, communications, HR practices, measurement and organizational practices in terms of what their companies are doing now and then to rank those same actions in terms of what their companies should be doing. Here is a closer look at the results for each of the five areas.

In environment/culture, having the support of top management ranked number one in both the should-do and doing-it-now categories. On the surface this would appear to be a heartening result leadership is doing what it should be doing.

But that good news is undercut by the number two should-do action: having leaders set the example with customer-focused behaviors. This is only number four in the doing-it-now category, meaning that while leadership may nominally support customer focus, it is not necessarily supporting it with its actions. Perhaps that helps explain why including customers in our corporate value statements ranked number two in the doing-it-now category but only number six in the should-do category; mission statements are all well and good, but its action that counts.

In the communications area, Magnifying Customer Focus finds that companies are falling short of communicating the customer focus message internally. Respondents ranked the action of having an internal plan in place to communicate customer insights number four in the should-do category, but only number seven in the doing-it-now category, suggesting that many companies are missing this crucial component. Its important to note that this doesn’t simply mean leadership handing down memos. It means employees at all levels of the organization must share their perspective and facilitate feedback from the customer so the company can get a true picture of the state of its customer service.

Companies are placing too much emphasis on market share as an indicator of customer satisfaction, according to respondents results in the area of measurement. Regularly measuring market share ranked third in the doing-it-now category, but eighth in the should-do category, strongly suggesting that respondents believe this particular metric is of little value when it comes to gauging customer satisfaction. Bain & Co.s Fred Reich held has gone even further in questioning the relevance of market share as a reliable measurement of customer satisfaction. Reichheld maintains that although companies may capture market share and generate considerable revenue from dissatisfied customers, it is actually more costly than profitable in the long run to do so.

When it comes to HR, expecting employees to anticipate customer needs ranked number one in the doing-it-now category and number three in the should-do category. It seems that while the respondents believe this strategic action is important enough to be included in the top three of actions that should be taken, it is not the overall most important action. That distinction belongs to providing customer-oriented employee career training, an action that ranked number one in the should-do category and number three in the doing-it-now category, a surprising result considering the number of customer service training programs currently in place. The takeaway from this seems to be that while companies may think that they?re addressing customer service training needs, they are in reality falling far short.

While the organizational practices area is a broadly defined subgroup with substantial overlap with the other four areas, it did produce some interesting results of its own. For example, responding to demands for customization and personalization ranked eighth in the doing-it-now category but ranked only twentieth in the should-do category. Customization and personalization have been hot topics lately, with many proclaiming them the next big thing, but clearly the survey respondents consider them overrated as a customer focus issue.

Conversely, the tactic of being customer-focused at all customer touch points, not just sales training and customer service ranked fourth in the should-do category and twelfth in the doing-it-now category, revealing a large disparity between its perceived importance and the extent to which its executed.

That point an urgent reminder that customer focus needs to be instilled throughout the organization and not isolated in one or two departments serves well to sum up the entire survey.

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Popular Adult Costumes

What should my child bring to Shakespeare Camp? What clothes are appropriate?
A bag lunch (no food is provided), any necessary medication, and afternoon snack if attending aftercare. Some sites have faith-based food restrictions, which you’ll be informed about in the confirmation letter. We highly recommend bringing a large bottle of water, and sunscreen for outdoor sites. We provide all worksheets, a class folder, a script, and materials for prop, scenery, and costume construction. Campers will sometimes volunteer to bring props and costumes from home.

Where can I buy a sailor suit?
Jeans and tee-shirts are the standard convention uniform, but any comfortable clothing goes. Costumes are also popular - dressing as your favorite character can be a lot of fun and might even win you a prize in a costume contest! The only thing not to wear is anything that would be considered obscene or too revealing - if your mother would wear it in public, there is a good chance you’ll be asked to change by the convention staff. Comfortable shoes are always a good idea as well.

What do I need to wear?
Wear any clothes that you can move around easily in. Wear shoes that won’t slip off or grip very much so that you can turn on the floor easily. However, it’s not too important for beginner classes. When you become more advanced, you might like to buy dance shoes or even a dance costume for special occasions. In Jazz/Funk, it is better to wear sneakers. You’re better off wearing a short sleeve top that you can strip down to because you’ll get pretty hot in most of the classes.The Jasper Cosplay Closet Their costumes are really high quality and you can order any type, not just Sailor Moon. They can supply everything from shoes to wigs but it can cost over $300.

Should I wear my SWAT outfit to look cool?
Wear your SWAT costume or camo and you’ll definitely NOT look cool. One great thing about the Practical Shooting sport is that no special clothing is required. Compare to cycling, motocross, even golf or tennis. Not to mention SCUBA. You definitely don’t want to wear camo. For some reason, there are those who take a dim view of the shooting sports and wearing inappropriate attire doesn’t help our “image”. You might want to consider wearing shoes that provide good traction on loose clothing including a windproof jacket.

Do you buy?
YES!!! We generally buy formal wear from the 1920’s to the 1970’s, casual wear and new/old stock eyewear. Also, we are always on the look out for terrific designer items (Dior, Mainbocher, Hattie Carnegie, Galanos, Travilla, Adrian, Traina-Norell, Schiaparelli, Lilli Ann, Gernreich, etc.).

Why do you use costumes? And how much are they?
Costumes raise the level of professionalism when the child performs. It adds excitement for the children, and unifies the group in public. Our costs vary, but average between $35.00 - $75.00 without shoes and tights. We have a winter and spring costume piece that goes over basic black items. These stay the same for years, so even when your child outgrows them, or leaves Talent Team, the costumes can be resold. A great saver for clothing including a windproof jacket. Soft soled non-marking shoes for on the boat. Sunscreen, swim costume and swim towel.

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Improve Communication between Emergency Doctors and Patients

Most of the time there is a lot of communication gaps between the doctors and patients; this has become one of the common issues among the people. The main reason for this is because doctors who are dedicated to work in an emergency do not develop an active relationship with the patients who visit them. This is one of the most common reason which affect the affect the communication among doctors and patients. So in this article we are going to learn how to build up an active relation between a doctor and a patient

The first thing that must be understood when it comes to communication levels between emergency doctors and patients is that each one has their own “voice”. The patient “voice” often uses terms, phrases, and descriptions is a very casual manner. These individuals will often be able to express how the condition that they are experiencing or the physical complications that they are experiencing affects their day to day life as they know it. Then, there is the “voice” of the emergency doctor. This “voice” often includes an objective outlook that is based on years and experience in health, science, and medicine. The different “voices” are on two different levels. This can break down the communication easily.

Most of the time the patients meet the doctors expecting that they are skillful and sophisticated persons who can help in aiding their body conditions easily and effectively. And doctors are also very sure about their line of work and the kind of counseling they suggest to their patients.

Whenever you visit a doctor regarding any particular issues, the doctors generally suggest treatments based on their scientific awareness. As a result patients feel that they are overwhelmed by the proficiency of doctors and also they feel that they are not cherished when it comes to communication point. So there must be a hale and hearty relationship between doctor and the patient and also it is very essential to signify each others opinions.

The next area of interest that is quite common when it comes to the communication barrier between doctors and patients is the fact that many doctors fail to allow their patients to engage in the decision making process when it comes to tests, prescriptions, and other types of treatments. However, many doctors often forget how important that this is to the patient. If communication is to be enhanced between emergency doctors and patients, a certain amount of decision making must be left to the patient.

So to maintain a health relation between a doctor and the patient, there must be a understanding between both. By making some resolutions we can build a healthy relation between a doctor and patient.

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6 Great Tips in Creating the Perfect Customer Service Environment

Providing exceptional customer service results when we consistently create an enjoyable experience for the customer. In reality, each organization shows itself either to be welcoming or unwelcoming. There truly is no middle ground. If we are to win at gaining more customers, we must build a team that is passionate about serving others. The key is to understand that success will only occur when every person on our team is genuinely dedicated to making customer service a top priority.

I’ve listed six key ideas that will assist in developing a perfect environment for excellent customer service to thrive:

1. The perfect environment must focus on a solid purpose

In order to create the perfect environment for making five-star service possible, we must develop a tangible mission for our existence. What is our purpose? This is critical if we are to create a vision for each team member. It is only when we give every person a purpose in what we are trying to accomplish that true success can occur.

2. The perfect environment maintains a high level of empathy

The perfect environment for providing excellent service must include having a certain amount of empathy with our customers. Understanding how customers feel will result in better overall service. When we are able to put ourselves in their shoes, we will begin to treat them in a way that we would like to be treated. This alone will improve our service and offer a positive experience for each customer.

3. The perfect environment shows efficiency

If we are to create a perfect environment where excellent service can grow, we must continue to make our service transactions highly efficient. This is to say that our service must show itself to function in a highly professional manner. By having a high level of efficiency, we will not only exceed the vast majority of our customers’ original expectations, but we will be perceived as professionals in our field.

4. The perfect environment enjoys the act of serving

The perfect environment is having a team that throughly enjoys the act of serving others. Customers cannot help but sense a difference in our organization with we have a group of individuals who genuinely take pleasure in assisting them. The perception of our overall service will automatically change when our customers sense that we truly enjoy serving them.

5. The perfect environment is always consistent

Creating the perfect environment for excellent service must always reflect consistency. When our customers trust that we will give them the same excellent service every time, they will not hesitate to tell others about our organization. It is only by being consistent that we will gain the trust of our customers. Remember that winning the customer has everything to do with being trustworthy. Be consistent and you will accomplish this.

6. The perfect environment happens with a team

The organizations that tend to get it right time and again have created a team that works together. Everyone is on the same page and works together to develop the perfect environment for their customers. The only way that five-star service can be consistent is by having everyone support the mission and build each other up to perform at their best.

Implement these six ideals into your training and your will soon discover the environment in your organization improving for the better. Before long your customers will not only want to return, but they will become your best advertisers simply because of the excellent service that was provided!

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Offering Great Customer Service - The 5 Secrets of the Superstars

Every once in a while we will cross paths with what I refer to as a customer service superstar. They are like diamonds in the rough. We never know when we will be served by one of these superstars. They are dispersed throughout the marketplace and look normal on the outside. But take a closer look and we will soon discover that these people are a breed apart from your average everyday customer service representative.

So what is it that makes them so different to be bestowed with the title of a customer service superstar? Is there something that gives these people an edge when it comes to serving others? The very first thought that comes to mind in answering these questions is that customer service superstars have a way of making us feel valued. They give us the impression that we are the most important person in the world at while serving us. We also tend to walk away feeling like a VIP.

It doesn’t take long to recognize that these superstars live a life that is focused on others. This alone makes all the difference in how the service is perceived. The customer walks away feeling that the service representative was not working simply for the paycheck. In other words, customers feel that someone actually cared that their experience exceeded what was expected.

These customer service superstars are the best because they also understand the mindset of the customer. They are sensitive to the needs and feelings of what customers think as they walk through the door. These superstars have a way of understanding the customer and making their experience as enjoyable as possible. By understanding the customer’s point of view, they also begin to capture new ways to make the service experience more pleasant. Let’s now look at the five qualities that define these customer service superstars:

1. Superstars are positive people

If we are to be customer service superstars, it is paramount that we stay away from a negative attitude at all costs. I have never met what I would consider a superstar who did not have a great attitude. It just goes with the territory. Their outlook on life is refreshing and positive. This is one of the top reasons that they are great at serving others. Customers’ walk away feeling revived in the presence of these superstars. This is because the refreshing atmosphere creates a more enjoyable experience for everyone.

Remember that the perception in the customer’s mind is what really matters. If a customer feels that their service experience was below average, then it was below average. In reality we are in the customer perception business. This is why it is paramount that we periodically take an attitude check and maintain a positive atmosphere for our customers.

2. The superstars are excited to assist others

In many cases poor service is a result of a person who had displayed a lack of enthusiasm. As customers we feel that the product or service being offered was average or below average simply because of the unenthused person helping us. This is the power of not being enthused. On the other hand, being enthusiastic has a way of making the perception of the service experience exceptional. Remember that the final goal in serving the customer is to make the overall experience memorable. One simple way to achieve this is to be enthusiastic when serving. The key is to show your customers that you are enthused about assisting them. This little secret will totally change the perception of the service being provided.

3. The superstars respect the customer’s time

Because we live in a fast-paced society, our customers expect to be given quick and efficient service. Without this efficiency, the customer will more than likely walk away and remember the service as average. The goal should be to show that we respect our customers by simply respecting their time. The perception of the service will then automatically improve as a result of being quick and efficient during each transaction. Customers will then walk away not only feeling respected, but will more than likely rate us higher because of the efficiency of the service provided.

We will always appreciate service where we feel that the person serving us respected our time. The best memories of five-star service will consistently convey efficiency during the transaction. The service representative gave the impression that our time was valuable and swiftly took great care to quickly meet our needs. Remember this little gem and your customers will walk away and remember the service as being outstanding!

4. The superstars serve with excellence

Another characteristic of a customer service superstar is the motivation to be the best that they can be. They are driven to offer their customers an outstanding customer service experience. By focusing on becoming their best, they cannot help but serve with passion and enthusiasm. Their inspiration comes from an inward drive to excel and offer the best to their customers.

I am always impressed when I watch a customer service superstar on stage performing for his or her customers. The one feature that is consistently projected by these superstars is their ability to give 100% to each customer.

5. The superstars are attentive

Similar to being efficient, showing attention expresses that we care about our customers. Our greatest memories of an excellent service experience came as a result of a person giving us his or her full attention. They made us feel important because of this attentiveness. It is important to understand that most people enjoy shopping and playing the role of a customer simply because they are anticipating the expected attention to be received.

Teach these five excellent traits into your training and begin to see your service improve instantly. Your team will begin to outshine the competition and your customers will also become your best advertisers simply because of the exceptional service received.

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Five-Star Service: 4 Keys to a Great Customer Service Experience

Each one of us is continually given the role of being the customer throughout our lives. We become acquainted with playing the customer and having others wait on us. No matter where we are at, we are always taking on the role of being the customer and having others serve us. Think about this past week and I am sure that we will discover just how many times that we have been the customer.

When we look at the hundreds of experiences that we have had as a customer, we have also discovered that some people are better at serving than others. More often than not, we find that service in America is typically average. Of course we will have memorable moments when we will be served by a customer service superstar. But on average, being served by others usually gives us the impression that the service representative is simply following protocol.

In order to provide a great and memorable service experience, the person responsible for serving must genuinely care that the customer has his or her needs met. But if a service representative is simple going through the motions and simply “working for the paycheck,” the service will more than likely be perceived as average. This is because customers can feel when there is a lack of concern while being served. Here’s an important point to remember:

“In order to offer five-star service, we must genuinely care about exceeding our customer’s needs. Without this, the customer walks away and remembers the service as being average at best.”

When we sincerely desire to make the experience for the customer as memorable as possible, he or she will remember our service in a positive way. Customers will also see our service as excellent when they feel that we wanted their experience to be as pleasant as possible This is serving with the right intentions. Let’s now consider four simple tips to show our customers that we care.

1. Five-star service is being courteous

Being courteous to our customers should be a given for every customer service representative. It would seem only logical that anyone who is working out in front with customers would be hospitable. It only takes one employee to sink a business if he or she is consistently being inconsiderate to customers.

2. Five-star service is displaying urgency

The next key in providing excellent service is to show our customers that their needs demand a sense of urgency. By this I mean that we respect our customers by seeing their request as important and give them the positive impression that we will quickly take care of it. We need to consider each request as a pressing matter that should be taken care of in an efficient and professional manner.

3. Five-star service is from the heart

Customers ultimately measure the service by the memory of the experience. This is why it is important to project a caring attitude. When they sense that we care about their experience, they will automatically give the service higher ratings. Creating a successful service experience will only happen when we show that we care enough to give our best and treat them in a way that we would want to be treated if we were the customer.

4. Five-star service is a team effort

There are no boundaries when a business builds a team that is passionate about offering excellent customer service. This is because each member of the team understands their role in creating an exceptional experience for the customer. We must remember that every team member is ultimately a reflection of not only the company, but also of each other. If we are to consistently provide a five-star experience, we must begin by developing a team of individuals who are excited to offer the best service possible.

The superstars of customer service have a secret that makes people come back time and again. They simply show each customer that they are enthused to have the opportunity to serve them! This feature will go a long way in making our customers feel like VIP’s. It is also imperative to remember that a lack of enthusiasm can have the opposite effect.

Giving five-star service happens when we have caught the vision of the importance of how we treat others. By enjoying the process of helping others, we begin to make a positive step in giving great customer service. One of the best qualities an organization can have is when the team enjoys serving others. When we capture a service-minded mentality, our occupation becomes less of a job and more of a profession.

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The Portrait of a Customer Service Superstar

There was something distinctively different and attractive in the way that Sara Smith treated others. As an employee, she was a shining example for other co-workers simply because of her friendly personality. People tended to gravitate toward her. This was especially true in her relationships with the many loyal customers that she had won over the years.

Sara was what I would consider a “customer service superstar.” Her greatest asset to the organization was in having the ability to bring customers back as well as encourage fellow co-workers to become their best on the job. She clearly made a positive impact and was an excellent example in consistently delivering excellent customer service.

Sara’s greatest asset as a customer service representative was the genuine friendliness she showed to others. Her ability to make people instantly feel welcomed consistently made a positive impact on every customer. Sara had the gift of treating others in a highly respectful manner. Customers were made to feel welcomed from the start by her pleasant tone of voice and her genuine interest in meeting their needs. She gave customers her undivided attention and made them feel important.

The way Sara intently listened without interrupting made others feel that she really cared about them and understood what they were saying. It was evident within the first few minutes of being around Sara that she sincerely cared about people.

Another great attribute that made Sara a customer service superstar was her enthusiasm for serving others. People tended to gravitate toward her by her unselfish focus on her customers. Anyone who knew Sara could see that she truly considered it an honor to serve others. This positive attribute also had a way of bringing out the best in her fellow co-workers.

Sara consistently showed an attitude of appreciation to every customer who she had the honor of serving. When a customer was being served by Sara, she always made sure that each person was given a sincere thank-you. This attitude made customers walk away with an outstanding service experience and made them want to continue to come back.

Sara also had a way of making her customers feel accepted by the genuine welcome that she projected. She consistently showed consideration and respect and spoke in a way that would build others up. Her encouraging words made a positive impact on her fellow co-workers. Never one to be critical, Sara had the gift of making others feel comfortable in her presence by her genuine kindness and thoughtfulness.

Customers were made to feel like VIP’s when being served by Sara. This is because Sara understood the power of treating others in a way that she would like to be treated. Everyday customers would ask if Sara was available to assist them. Many would drive out of their way simply because they knew that no one else could match her service. Sara was highly appreciated by her organization, encouraging to her fellow co-workers, and adored by her many loyal customers. This is what made Sara an outstanding customer service superstar.

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