Customer Service Can Differentiate a Company in a Competitive Environment Customer service is a lot more than just giving service. That may sound odd at first, but customer service is not just an act of doing something a customer has requested. True service is a marketing strategy which can differentiate a company in a competitive environment. It is a way to create quality within the company which leads to new customers and higher customer retention. When you talk about customer service, it may be tempting to focus primarily only on what has been defined in your company manual.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training How to Promote Teamwork Within an Organisation It's easy to assign people to a particular team, but how do you actually get those people to operate as a team that works towards a common goal? Volumes could be written on this subject simply because each team creates its own unique dynamics. Channelling those dynamics in a way that leads to success in meeting goals is a challenge best met through team development activities.How do you build an effective team? It begins by building team member participation in the vision of the company which is then moulded into team participation.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training Developing Telemarketing Skills Anyone can get on a phone and read a sales script...right? Unfortunately that is a tremendously oversimplified approach to one of the most powerful marketing tools available to a company. Telemarketing is a comprehensive concept which addresses call centre activities and every phone call between employees and customers. In other words, telemarketing is a marketing concept that encompasses customer service and customer relationships in order to build a market responsive company.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training Using Presentation Skills to Close a Sale How do you measure whether a presentation is successful? This is not a riddle, because the answer is obvious. A successful presentation leads to a customer sale. The words 'closed sale' hold a certain magic in the business world, because they mean a person or business has decided a product or service your company sells will meet a particular need. But for the sales person there is also a personal success element that makes the words 'closed sale' even more spectacular. But it can be a long difficult road from initial contact to the final agreement if the presentation is not handled correctKeywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training Personalising the Company Vision It is possible to identify a company where managers and staff have not been adequately trained and have not developed their leadership qualities. In a company such as the one just described, personnel make individual decisions without regard for how it impacts the ability of the company to fulfil its corporate vision. For example, the person working in the call centre does not care if a customer is permanently lost as long as he or she collects their pay check.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training Turning Conflict Into Productivity There is a theory of conflict management which says that some organisations respond to conflict by focusing on negative consequences rather than making the necessary internal changes to reduce conflict. It is a great 'cover-up' strategy which some managers develop to avoid dealing with the most fundamental issues creating the conflict. These issues may include: Inter-departmental conflict which leads to lack of performance, Inter-personal conflict between personnel, Management conflict, Customer conflict.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training How Customer Service Can Differentiate a Business There was a manager who insisted that published company performance standards be met when it came to handling certain customer complaints. The problem was the customer was not satisfied with the results even though the standards had been met. This is a typical case of what happens when a company becomes regimented and fails to see the importance of customer satisfaction as opposed to rigid reporting against in-house performance measures. In other words, a company exists to please customers through products sold and service, or services sold only.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training Importance of Ongoing Management and Staff Training When you talk about the people in an organization, it refers to everyone at every level from the Chief Executive Officer to the mail room worker. It is the people who accomplish the tasks necessary to fulfil the mission of the organization. Unfortunately, it is also the people who can become the barriers to progress unless they buy into the mission of the organization and understand their roles in achieving success. But just as important is the fact people must be trained to do their jobs the right way and with an understanding of how their job fits into the overall scheme of things.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training How to Recognize an Effective Leader How do you recognize an effective leader? This is a question asked over and over again, because leadership is always at the core of great historical moments. Leaders have led thousands during war, managed countries, and become heroes during times of disaster. Leaders have turned failing companies around and taken other companies to new heights of success. But leaders are not always people performing acts recognized by the world. Instead they are often ordinary people able to motivate and inspire those around them to do their best. This is just one way you can recognize an effective leader.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training Relationship Of Financial Management to Other Organisational Services The financial management of a company is the very core of business as it brings the past, present, and future together. Organisations that are poorly managed in the financial area impact every other department from marketing to credit and collections. All eyes in the company must turn to the numbers at some point and all financial managers must develop the ability to communicate essential financial information in a way that makes it useful for decision making. The financial dynamics of an organisation can be complex and impact every function of a business.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training Selling as a Component of a Marketing Plan When you cut right to the chase, the point of marketing is to generate sales leading to income and eventually profits. Knowing this you would think all companies would focus on the interactions between company staff and customers because, as they say, customers are the lifeblood of the business. Without customers and sales, there is simply no business.All too often organisations see selling as the responsibility of the sales department or the telemarketing centre, and everyone else working for the business is in a strictly supportive role.Keywords:
Michael Wolf, management training, sales training, training courses, corporate training, leadership training, customer service training, business training, academy, executive training
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