Month: December 2014

Enjoy the Journey!

December 9, 2014 Really. Who wants to be ordinary throughout their entire lives? To live an ordinary life? You? No, not you? Well, guess what? You do not HAVE to! You know those hardships you are constantly going through…embrace them! You know why? Because they’re helping you to learn and grow. Without growth, you stay the same. Who wants to be the same boring fuddy-duddy forever?! There’s something AMAZING waiting around the bend of those hardships!!! Enjoy the journey! Until next time… ~Hospitality Shero    

Handling Angry Customers

December 8, 2014 *Disclaimer: Although this article is aimed at small business owners, the advice given can definitely help staff members who deal with customers on a regular basis. If what you do has a direct impact on a customer staying or leaving, then this article is for you! Angry and difficult customers are a challenge that every entrepreneur will face. When your time comes, will you be ready? This article explains how to deal with angry customers. Small business owners know that angry customers are an unavoidable part of doing business. Sooner or later, you are going to encounter people who are not happy about some aspect of their relationship with your company. But an angry customer isn’t necessarily a former customer. In fact, the majority of angry customers will continue to do business with you, especially if you go the extra step to provide a satisfactory resolution to their problem. Here are some simple things you can do to train your staff to deal with angry customers and keep them coming back for …

You’re Bored? That’s So AWESOME.

December 3, 2014 So…I saw your tweet. You’re “bored”? Bored. Really? WOW! I am…absolutely floored. Hopelessly lost in admiration! You are everything I aspire to be. Oh. Hold on. ….. Back. I had to go and check what “bored” meant, just in case the definition had changed recently, but no! It’s the same! In essence, you’re saying you sat there, with all the resources of the internet at your disposal, and you’ve run out of interesting things to do. Which is just incredible. You are amazing. HOW YOU MUST HAVE LIVED. I mean, by being “bored”, you must have…  Eagerly delved into everything Stanford, Harvard and Yale are offering up on iTunes, entirely for free – or lost your mind wandering around Coursera, which aggregates courses from some of the most famous universities in the world… …and then filled any gaps with Academic Earth and Khan Academy… …before testing yourself on the basics – all the basics – with Memrise. Learned how stories work. Mastered travel, all travel, so you don’t need these guys. Prepared every single foodstuff suggested …

Quote of the Week!

December 2, 2014 Do YOU look at your experiences and mistakes in this way? If not, you SHOULD! How will you ever learn if you do not make mistakes? Remember all the inventions that were NOT accomplished on the first try. Many mistakes were made before success occurred. Keep making those mistakes so you can gain the experience you need! Until next time… ~Hospitality Shero

Improving Listening Skills to Improve Customer Service

December 1, 2014 If a customer service agent is a good listener, everything else will follow. We take a look at why listening is such an important customer service skill. The best customer service professionals are more than good talkers – they are also good listeners. Although the ability to hear what customers are actually saying is a vital customer service skill, it is one that is lacking in many call centers (and many other customer service departments). Listening skills help call center employees identify, clarify and address customer service issues in an efficient and professional manner. Good listeners routinely strengthen your company’s relationships with your customers, while workers with weak listening skills have a knack for leaving chaos and confusion in their wake. The payoff for improving your team’s listening skills is well worth the effort. Here are some of the ways you can develop listening skills to improve customer service in your company’s call center (or other departments): Avoid defensive posturing. Defensive posturing is like kryptonite for listening skills in a call center. …