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Hub You - The A.C.E.S. Model Of Exceptional Customer Service
This article is continued from ‘15 Ways To Sell Yourself Effectively In A Job Interview – Part Two’.11) Know The Job Role That Your Are Applying ForThere’s no excuse not to know as much as possible about the position that you’re being interviewed for. With the job title and the company website you can be very knowledgeable about what your prospective employer is going to be looking for. You should be able to find out additional information from many other areas such as the online press or companies house, so not being able to find out information before hand isn’t an excuse – it’s a reason why your interviewer shouldn’t employ you.12) Know Your Place In The Company / OrganisationYou need to understand where the position that you’re applying for fits in the organisation. If you’re not too sure then there isn’t any harm in phoning up whoever is going to be conducting the interview before hand to ask them the specifics. Tell them that you’re doing research on the position before the interview. It can only impress them that you care enough to find out. If you aren’t aware of where your position sits in the organisation and how it relates to others then you won’t know who you are responsible to and who your are responsible for.13) Understand The Personality Fit Req
Employee competence is largely derived from intimate knowledge with all aspects of the produc
Are your customers at the centre of your organisation? Are you confident that you can optimize your CRM strategy to maximize value from your CRM technology investments? This White Paper by ROCC outlines just some of the principles of implementing CRM strategies within SMEs and touches upon the role technology plays.CRM is no longer the domain of large corporates. The dramatic rise in sales of CRM technology to SMEs indicates a sea-change in the market. This change is driven by the realization that CRM can deliver ROI in unexpected ways, such as, cost reduction, increasing customer profitability as well increasing advocacy (‘would you recommend us’). But SMEs are falling foul of the ‘cart before the horse’ rule believing that purchasing a CRM package will ensure a customer focus. It is the same pitfall that the large corporates suffered in the 1990s. It is vital to set your strategic objectives regarding CRM before you evaluate a software solution – the software is only one of a number of tools to support your strategy, it should not dictate your strategy. CRM is a management philosophy that places the customer firmly at the centre of a business. Technology is the enabler which should support the business process to deliver the appropriate level of service keeping the customer happy, loya
A.C.E.S. helps employees focus on the three component parts of customer service. This model complements my 4 (and 7) laws of exceptional customer service.
The ACES model is a simple formula Attitude + Competence + Empowerment = (exceptional) Service
The first component, Attitude, contains the attitudes and beliefs that are required to provide excellent customer service. These include the basic imperative of providing service to others (as oppose to oneself), of improving the customer’s condition, that problems are opportunities to excel, that positive energy and good humor are essential, and so on. The attitude factor can be assessed at macro and micro levels including: the corporate culture, the overall workforce, the general tendency of a given person, or the specific communications during an interaction.
The second component is Competence. A positive attitude is only a consolation prize when competence is low. Many decades ago I was a new waiter at an upscale restaurant. A patron asked me if there was mayonnaise in the Caesar salad dressing. I checked with the chef and was told there was no mayonnaise in the dressing. He ordered it and proceeded to have a tremendous allergic reaction. I had a great attitude, but I was less than fully competent. The dressing was made from scratch. No mayonnaise was added, but it was made with the same ingredients, eggs and oil! A competent food server would have known better. For that matter the chef should have known better as well.
Employee competence is largely derived from intimate knowledge with all aspects of the produc
When you go to trade shows you probably pick up brochures.What do you do with them?In the majority of cases I'm willing to bet you either leave them to fester in the lovingly designed show carrier bag or you scan some of them and then throw them away.Do you read any of the brochures you get through the post or left by sales people?If you don't read brochures why do you think your prospects will?If your brochure is all about you and very little about your customer it wont get read. If it's not read it can't sell anything. That means you've just lost another prospect because your brochure didn't do its job right.What A Brochure Isn'tDesigning a brochure is not simply the managing director, marketing director or Mr Average Copywriter simply dumping everything they can think of about your company and its products into a four page 4 colour brochure.Explaining how your business has grown from strength to strength over the last 5 years, or how the new widget is now also available in puce and lemon is boring.In fact most brochures are deeply boring. Maybe not to you as the business owner - but to the most important people you know.Your customers and prospects.Neither are brochures an art galler
The ACES model is a simple formula Attitude + Competence + Empowerment = (exceptional) Service
The first component, Attitude, contains the attitudes and beliefs that are required to provide excellent customer service. These include the basic imperative of providing service to others (as oppose to oneself), of improving the customer’s condition, that problems are opportunities to excel, that positive energy and good humor are essential, and so on. The attitude factor can be assessed at macro and micro levels including: the corporate culture, the overall workforce, the general tendency of a given person, or the specific communications during an interaction.
The second component is Competence. A positive attitude is only a consolation prize when competence is low. Many decades ago I was a new waiter at an upscale restaurant. A patron asked me if there was mayonnaise in the Caesar salad dressing. I checked with the chef and was told there was no mayonnaise in the dressing. He ordered it and proceeded to have a tremendous allergic reaction. I had a great attitude, but I was less than fully competent. The dressing was made from scratch. No mayonnaise was added, but it was made with the same ingredients, eggs and oil! A competent food server would have known better. For that matter the chef should have known better as well.
Employee competence is largely derived from intimate knowledge with all aspects of the produc
The Business of Pressure Washing, Steam Cleaning and Power Washing has certainly changed over the last two-decades. Environmental restrictions are driving away most of the non-compliant companies and leaving only a few to divvy up the lions share of the washing market.Those companies, which are continually delivering the best price, quality and service to the business consumer will succeed. Those companies which wash fleet vehicles without Nuke’ing the vehicles with Hydroflouric Acid in a two step process will do better in the market place because they will not dull the paint, bleach the decals, rust the frame, melt the windshield wipers, turn the windows blue or ruin the rubber.For those companies who want to keep from becoming an environmental disaster perhaps they should buy on of the Delco Wash Systems method videos at DCS1.com. Seen only on a very educational but somewhat boring 90-minute video barely audible over the den of a noisy pressure washer, but worth the cost.Many customers complain of non-compliant pressure washer companies and tell of everything from washing vehicles with a cold-water unit to destroying garbage, delivery, beverage and bobtail trucks with Acid. Every Leasing company of trucks complained to our crews in the past and we even have heard storie
The second component is Competence. A positive attitude is only a consolation prize when competence is low. Many decades ago I was a new waiter at an upscale restaurant. A patron asked me if there was mayonnaise in the Caesar salad dressing. I checked with the chef and was told there was no mayonnaise in the dressing. He ordered it and proceeded to have a tremendous allergic reaction. I had a great attitude, but I was less than fully competent. The dressing was made from scratch. No mayonnaise was added, but it was made with the same ingredients, eggs and oil! A competent food server would have known better. For that matter the chef should have known better as well.
Employee competence is largely derived from intimate knowledge with all aspects of the produc
So, you know your new dream career? Now you need to know where to find your ideal job. By researching your dream job, you are steering yourself towards it. Your investigation will create focus and clarity. Check the tips in this article where and how you can research your new career.A. PeopleFind people who are doing your dream job already. Ask if you can visit them or phone them to get some information about their work. You will receive a realistic report on the ups and downs in that job, how a typical working day looks like, the hours and salary they make. Inquire about the companies, field and industries where you could find these kind of jobs.Where do you find like minded people who are working in your future field?Find the trade associations and unions these people are a member of. Member contact details are often listed on the websites of these organisations. Contact them. Check out their agenda for public events that you could attend to meet future colleagues and peers. Find the networks online where they circulate and drop them an email. Visit trade events and shows/exhibitions they visit to start creating connections. Attend courses the people in your preferred industry register for. Network
Employee competence is largely derived from intimate knowledge with all aspects of the produc
Who could have predicted the changes coming our way in 2006? The changes that began in 2006 are predicted to continue in 2007. So, we thought we would provide a 2007 Survival Kit to enhance your life and your career! Check out our TAKE-GAIN-TAKE solution.1. Take Time: Time is that valuable commodity which we have complete control, yet only comes in a limited supply. Spending some of that time on you is critical to improving stress, balance and change solutions. Plan time, at least weekly, where you can relax, let go of the stresses and restore your energy.2. Gain Focus: It is easy to get distracted with all the changes, uncertainty and demands of life. In the midst of all the uncertainty and demands, make sure you have clearly declared your focus. This includes your talents, your desires and your goals. Gain and keep the focus on a daily basis in your thoughts and actions. This will lead to your success and progress no matter what the world and life brings.3. Take Charge: Some of us have a hard time understanding that we cannot control the world, we can only control the choices we make. We cannot control the cause of our heartburn and anxiety BUT we can make the choice to take care of the symptoms. Recognize the choices you can make and make them! Take char
Employee competence is largely derived from intimate knowledge with all aspects of the product and/or services being offered. I live in Pennsylvania where you can only buy wine in state-owned liquor stores. While it has gotten somewhat better in recent years, most sales people in these stores could not describe the difference between a Chardonnay and Ripple! I therefore do most of my wine shopping in another state.
In certain jobs, competence in the job also requires the ability to handle people. I was on a USAirways flight that was fully booked. A man a few rows behind was angrily attempting to jam his suitcase into the overhead bin. He was so aggressive, that it looked like he was going to destroy the door. The other passengers watching him began to look a little nervous. The flight attendant arrived and, in the most perfect tone of voice (combining humor and boundary setting) said, ”Are you trying to break my airplane?” The man immediately stopped and allowed her to take care of his suitcase. Not wanting to miss an opportunity at friendly jousting with such an obviously talented person, I said, “Excuse me, but are your planes that easy to break?” She smiled and retorted, “Don’t worry honey. They give us lots of duct tape. You can use duct tape for everything.” (short pause) They even use it at the Miss America Pageant.” Now THAT is competence in handling people.
On a more macro level, it is important that the systems and procedures of a company are competently designed to provide the exceptional service. Netflix is an example of an incredibly competent sys
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