How a company answers the phone can tell the whole story of how they treat customers and employees. The correct phrase said in the right order in a positive tone leaves a good impression and starts the customer-client relationship off on the right foot.
1. Pick up the phone in three rings.
More than three rings signals chaos in your office or inattentiveness on the part of your company or organization.
2. Greet the caller, e.g. “hello”, “good morning”. Good manners show you respect the caller.
3. Give your name, e.g., “Hi, my name is Dara”.
This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service. He/she now has a point of reference and someone to contact when he/she calls back.
4. Ask the customer if or how you can help.
Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.
Troubleshooting
Some things which may upset a customer are simply unavoidable. Here are some tips on how to best handle these situations.
“Putting a Customer on Hold”
• Ask the customer if you can put them on hold; wait for them to say “yes” or “no” and then explain it will only be for a short period of time.
• Explain to customers why you are putting them on hold.
• Thank customers for holding.
“Transferring a Call”
Ask the customer if they mind being transferred; wait for them to say “yes” or “no” and explain why they are being transferred and to whom.
“Taking a Message”
Explain your co-workers absence in a positive light but do not be too specific. Explain that your co-worker is in a meeting, conference, briefing, or training. Do not say he or she is gravely ill, never called in today, can’t be found, that you do not know where he or she is, or that he or she “was just here”.
• Give a reasonable estimate of when the co-worker will return.
• Offer to help the caller, take a message or transfer to another staff member.
If a co-worker is on holiday and will not return to the office for some time, it is permissible to say that he or she is on holiday. However, avoid details such as, “Ravy is at the beach and I am sure she is having a great time.
“Ending the Call”
This is the final step in good telephone etiquette. A good customer service representative ends the call on a positive note, repeating any actions agreed to be taken and what is going to be done to help or serve the customer.
The greeting is key; it sets the tone and style of the whole interaction.
Monday 20 December 2010
Saturday 18 December 2010
How to Negotiate a Work Contract
How to Negotiate a Work Contract
Employment contracts are written agreements between an employee and an employer that define an individual’s role at a company over a specific period of time. They usually outline the employee’s responsibilities, reporting relationship, salary, benefits, and perks. It’s a wise idea to ask for some kind of an employment agreement—whether a formal contract or a list of stipulations in an offer letter—that clearly describes the terms of your hire and termination. Doing so means that you know what is expected of you, and what you can expect from your employer.
There are a number of ways to go about discussing the terms of your hire with a future employer, but ordinarily it’s best to do so before you come on board. Employment contracts and agreements are rarely negotiated after an employee has been hired. Negotiating a new employment contract is an important and challenging first step to embarking on your new career. There are a number of steps you can follow to make sure you get a satisfactory deal.
Six Steps to Successful Negotiation
Step One
Research your market value before your first interview: Talk to friends and acquaintances in the business, contact headhunters, and consult career web sites that include information such as salary ranges and benefits packages.
Step Two
Assess the company's approach, noting whether it invites negotiations or makes an offer first.
Step Three
Listen to the way an offer is presented. A negotiation-minded manager will ask what figure you had in mind to get the process moving.
Step Four
Divide the different aspects of the job offer: money, benefits, responsibilities, stock options, schedules.
Step Five
If the offer appears set, be creative in negotiating for alternative perks such as time off, relocation expenses or a transportation allowance.
Step Six
Repeat the offer out loud after you hear it, then don't say anything until the employer does. Often, your silence will be misinterpreted as hesitation and the employer will improve the offer.
Step Seven
Speak your mind if you have any concerns. Now is the time to raise any worries that you may have, and to get all issues clarified.
Remember to clearly demonstrate your sincere excitement and interest in the job as well as in the compensation. Focus on being cooperative throughout the negotiations. This will keep things amiable and show that you are a team player.
Employment contracts are written agreements between an employee and an employer that define an individual’s role at a company over a specific period of time. They usually outline the employee’s responsibilities, reporting relationship, salary, benefits, and perks. It’s a wise idea to ask for some kind of an employment agreement—whether a formal contract or a list of stipulations in an offer letter—that clearly describes the terms of your hire and termination. Doing so means that you know what is expected of you, and what you can expect from your employer.
There are a number of ways to go about discussing the terms of your hire with a future employer, but ordinarily it’s best to do so before you come on board. Employment contracts and agreements are rarely negotiated after an employee has been hired. Negotiating a new employment contract is an important and challenging first step to embarking on your new career. There are a number of steps you can follow to make sure you get a satisfactory deal.
Six Steps to Successful Negotiation
Step One
Research your market value before your first interview: Talk to friends and acquaintances in the business, contact headhunters, and consult career web sites that include information such as salary ranges and benefits packages.
Step Two
Assess the company's approach, noting whether it invites negotiations or makes an offer first.
Step Three
Listen to the way an offer is presented. A negotiation-minded manager will ask what figure you had in mind to get the process moving.
Step Four
Divide the different aspects of the job offer: money, benefits, responsibilities, stock options, schedules.
Step Five
If the offer appears set, be creative in negotiating for alternative perks such as time off, relocation expenses or a transportation allowance.
Step Six
Repeat the offer out loud after you hear it, then don't say anything until the employer does. Often, your silence will be misinterpreted as hesitation and the employer will improve the offer.
Step Seven
Speak your mind if you have any concerns. Now is the time to raise any worries that you may have, and to get all issues clarified.
Remember to clearly demonstrate your sincere excitement and interest in the job as well as in the compensation. Focus on being cooperative throughout the negotiations. This will keep things amiable and show that you are a team player.
Wednesday 15 December 2010
How to write a cover letter that gets you an interview
Your cover letter is a representation of you. Take the same care and attention in writing your cover letter as you would in preparing for an interview.
This is your opportunity to get noticed by an employer – make it count!
Addressing
• Always address the letter to a specific person. Call the employer to get the correct name and spelling, the title, and address, email, or fax number. Write each cover letter specifically for the company and/or position you are seeking.
Introduction
• Make a strong opening statement to get the reader’s attention. Stand out from the crowd and get the reader interested in you right from the start.
• If you were referred to the addressee, indicate by whom, using the name of a contact or mutual acquaintance.
Second Paragraph
• Provide more detail about your professional and/or academic qualifications.
• Provide more information about how you can provide the benefits you mention in the first paragraph. Be sure to stress accomplishments and achievements rather than job duties and responsibilities. Use action verbs to describe your accomplishments and achievements.
• Expand on specific items from your resume that are relevant to the job you are seeking.
• If you do not have a lot of solid experience in the field you are trying to enter, remember to focus on key skills that can easily transfer from your previous work experience to the job at hand.
• If responding to a job posting or ad, be sure to tailor this paragraph to the needs described in the advertisement.
Third Paragraph
• Relate yourself to the company, giving details why you should be considered for the position. Make the reader aware that you have done your homework and know something about the organization and how it fits with your skills, strengths, objectives, and interests.
Closing paragraph
• Request the next step in the employment process: an interview.
• If possible, indicate that you will contact the addressee at a specific date or time to arrange a mutually convenient appointment time.
• You may request a written response especially if the organization is not local.
• Be positive in your attitude. Express your confidence that you are a perfect fit for the job. Expect an appointment or a response.
Format
• Keep it brief and concise. Never more than 1 page.
• Always carefully re-read your letter after you have written it. Look out for and delete any repetition or irrelevant information.
• Always check for spelling, typographical, and grammatical mistakes.
• Use business letter format, with paragraphs beginning at the left margin.
• If delivering hardcopy, use good quality paper.
This is your opportunity to get noticed by an employer – make it count!
Addressing
• Always address the letter to a specific person. Call the employer to get the correct name and spelling, the title, and address, email, or fax number. Write each cover letter specifically for the company and/or position you are seeking.
Introduction
• Make a strong opening statement to get the reader’s attention. Stand out from the crowd and get the reader interested in you right from the start.
• If you were referred to the addressee, indicate by whom, using the name of a contact or mutual acquaintance.
Second Paragraph
• Provide more detail about your professional and/or academic qualifications.
• Provide more information about how you can provide the benefits you mention in the first paragraph. Be sure to stress accomplishments and achievements rather than job duties and responsibilities. Use action verbs to describe your accomplishments and achievements.
• Expand on specific items from your resume that are relevant to the job you are seeking.
• If you do not have a lot of solid experience in the field you are trying to enter, remember to focus on key skills that can easily transfer from your previous work experience to the job at hand.
• If responding to a job posting or ad, be sure to tailor this paragraph to the needs described in the advertisement.
Third Paragraph
• Relate yourself to the company, giving details why you should be considered for the position. Make the reader aware that you have done your homework and know something about the organization and how it fits with your skills, strengths, objectives, and interests.
Closing paragraph
• Request the next step in the employment process: an interview.
• If possible, indicate that you will contact the addressee at a specific date or time to arrange a mutually convenient appointment time.
• You may request a written response especially if the organization is not local.
• Be positive in your attitude. Express your confidence that you are a perfect fit for the job. Expect an appointment or a response.
Format
• Keep it brief and concise. Never more than 1 page.
• Always carefully re-read your letter after you have written it. Look out for and delete any repetition or irrelevant information.
• Always check for spelling, typographical, and grammatical mistakes.
• Use business letter format, with paragraphs beginning at the left margin.
• If delivering hardcopy, use good quality paper.
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