Thursday, March 01, 2007

Thursday Thirteen #10


Thirteen Things I Learned @ The Customer Service Seminar


1. Sometimes you have to slow down to speed up.

2. Repetition becomes habit.

3. There is no "off season" in business.

4. "One of the greatest mistakes is to judge policies or processes by their intentions, rather than their results." - Milton Friedman

5. We have to prevent inefficent chaos.

6. The best time to solve a problem is before it happens.

7. Underpromise and over deliver, never the other way around.

8. When you complain, you are becoming a living, breathing "CRAP MAGNET"!

9. Life is too short, if you are unhappy with your job...LEAVE!

10. Five Magic Words: "How may I help you?"

11. Accepting responsibility to solve a problem is not the same as accepting blame for the problem.

12. The earlier in the process that a problem is solved, the cheaper the cost of the problem.

13. "It's business, not personal"!!

16 comments, add yours here:

Claire said...

Was it fun? i like the crap magnet, but i wouldn't want to be one.

KarenW said...

Maybe you could come teach that seminar here in Romania! They don't know anything about customer service. LOL!

Courtney said...

Those are all great, if sales reps started thinking that if they do right by their customers they are making their own job easier and less stressful, then these might be easier to practice for some.

When I worked as floor support for a call center assisting agents on the phones, #1, #6 and #11 were the most difficult to impress upon the agents. Most agents just wanted to solve a small problem and get the angry customer off the phone rather than take their time, and fix it the right way so that the problem didn't happen in the future.

Robin said...

I so don't miss working with customers...

Happy TT.

Chelle said...

I love #11. Wish some of the people in my life would take this course just to be better human beings :)

Carol said...

Those are really good. My favorites are #7 and #8.

Malinda777 said...

The crap magnet is funny, and true :)

I'm new to TT, just stopping by to say hello.

Malinda777 said...

The crap magnet is funny, and true :)

I'm new to TT, just stopping by to say hello.

Julee said...

I have a hard time slowing down, but I always do so much better after I do!

Great list!

Jenn said...

Those are good words to live by...not just for business.

Cheryl Wray said...

I love the "Repetition Becomes Habit." So true in everythng. Kinda like the walking I'm trying to do 3 times a week. The more I do it the more of a habit it will become (I hope!!! lol)

Kathy said...

Really like your list, since I work in retail. I whole-heartedly agree with 7 & 8, but not 13. If business is successful, it should BE personal. Every customer wants to feel like that "special someone."

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Peg said...

I was LMAO at 7!

And #11 is excellent--and tough to explain sometimes.

Sounds like a good seminar! Great list!

Natalie said...

I teach a Customer Service course at work and reading this just made me smile. My favorite thing to teach is #10, the importance of an open-ended question. I like it because it is so simple yet makes such a huge difference.

Travis said...

Those are great! Some of them are personal mantras, like #11, especially this week!