Friday, October 31, 2014

Review: "Communication Skills Training" Book By Maureen Orey

Communications Skills Training book cover
“Customer service does not improve simply because employees are told to do so—participants need to understand the reasons and see the relevant parts of the equation.” --An excerpt from "Communication Skills Training"

When you hire a person to represent your business, you look for someone who has the skills that fit the position. Then you train them on company policies and procedures, but do you offer communication skills training?

And what about your existing employees? Do you think a workshop to hone their communication skills would help your business improve its customer service?

Sunday, March 30, 2014

Content Counts, But Relationships Rule in B2B Marketing

Business quote by Jeff Kalter

The Changing B2B Marketing Environment

Tectonic shifts in the marketing landscape have caused a dramatic change in B2B lead-generation techniques. Today’s savvy, but time-challenged B2B prospects only invest time in learning about your business if you offer them quality, educational and relevant content. And as the barriers between companies and their prospects break down, marketers are able to tackle lead generation and lead nurturing tasks more scientifically than ever before.

Friday, March 21, 2014

How The Digital Mailroom Can Keep Customers Happy

Digital Mail

With technological advances providing an increasing number of opportunities for businesses by the day, many traditional methods of operating and running a business have changed, enhanced or replaced by computer technology. The more technology improves and the wider available and easily accessible it becomes, the more businesses can implement such changes. One advancement that is proving popular is the digital mailroom. The concept of the digital mailroom is, in short, to automate incoming mail processes, including printed mail, email and digital documents.

Saturday, March 15, 2014

Emotional Intelligence Is Vital to Business Success


The other day I attended a workshop on Emotional Intelligence (EQ), and wrote about it on another blog as part of my "firsts" for a year. I've been challenging myself to do something new everyday for one year. This was my first class on the topic, and afterwards I realized just how important EQ is to business success. In fact, I think all college students majoring in business should take a class on Emotional Intelligence. What do you think?

Tuesday, March 11, 2014

How to Offer Customers a More Personalised Call

Customer Service Tips
There is often a very fine line between a call that makes a customer, prospect or client feel highly valued, and one that ingrains a negative image of the company in their minds forever. Employed correctly, calls that are personalised can make a huge difference to how responsive, interested and likely to spend money with a business individuals are. Whether call centre staff are selling, or simply offering a help service, it’s crucial that they are able to establish rapport with each caller.