Great Customer Service is Not Grumpy, Grouchy or Gross

View this newsletter online by clicking on this link:
http://www.chartcourse.com/Enav-183.html
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PERSONAL MESSAGE FROM THE CAPTAIN OF THE SHIP

Have I lost my mind? Yes, I am sitting on a Texas Long Horn steer! Many people have accused me of being full of bull now you know the truth. The real story is I was speaking at a conference in Austin and the resort I was staying at was offering and I just could not resist.

The holidays are fast approaching and there are many exciting things taking place. My staff and I want to thank you for your loyal support over these many years. Please keep us in mind if your organization needs a speaker or training program for 2012.

I wish you all a Happy Thanksgiving!

Charting your course!

Greg
Captain of the Ship and Lead Navigator

P.S. Dont miss the special savings on my latest book, Fired Up! See below. ########################################

We Have Come a Long Way

I am always careful about sending people to another website, but these photos are fascinating. These pictures of American life were taken during the time period of 1939-1943.

http://extras.denverpost.com/archive/captured.asp
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Great Customer Service is Not Grumpy, Grouchy or Gross

Most businesses spend more time and energy trying to find new customers than retaining and making their current ones happy. The logic behind customer retention management (CRM) is simple — It costs far less money to keep customers happy than to spend much more money replacing the unhappy ones with new customers. If you take care of your customers they tell their friends about your business and will in the long run end up spending more money. It is not rocket science. Let me provide you an example of what I am talking about.

I dread eating at airports. If you travel as much as I do, you are probably familiar with the “Three G’s” as it applies to airport fareGrumpy, Grouchy and Gross.

Recently, I had an early flight to catch at the Ontario, California airport. I found myself standing outside the closed and gated doorway to an Applebee’s restaurant ten minutes before opening time. I just knew they would be late opening the doors and I expected to receive the usual grumpy service common at most airports. I was wrong!

Bam! The clock struck five, the lights popped on and this charming and professional person opened the doors. She greeted me with a smile, a warm “hello” and told me to sit anywhere I wanted. I never had seen such a positive attitude at 5:00 in the morning.

As I enjoyed my meal, I watched her cheerfully greet customers, many of which she called by their first name. They were the “regulars” she said. Felicia was the remarkable person who made that small restaurant pleasant and memorable. Next time I return to the Ontario Airport, I guarantee you this is the place I will go to first.

Here are seven steps to build customer loyalty.

1. Select the right people. In the book, From Good to Great, Jim Collins said, “People are not your most important asset, the RIGHT people are.” Most businesses do a miserable job hiring people. They hire just anyone, provide little or no training and place them on the front-line with customers. Spend more time recruiting and hiring the right people with good personalities. Focus on those who are friendly and demonstrate an interest and enthusiasm for the job.

2. Sensationalize the experience for your customers. Good service is not good enough. A Gallup survey showed a customer who is emotionally connected to your place of business is likely to spend 46% more money than a customer who is merely “satisfied” but not emotionally bonded.

3. Set performance standards. Outline the behaviors of how employees should act, speak and respond to customer needs and requests. One of our clients developed twenty customer service commandments outlining the actions and behaviors he wanted his service people to provide to customers.

4. Sustain on-going training and reinforcement. Good customer service skills are not natural for most people. Effective customer service training must be reinforced and taught on a recurring basis. For example, the Ritz-Carlton hotels provide a thorough customer service training program for all of its employees during their orientation. Then each supervisor conducts a daily “line-up” to review one of the commandments with his employees ten minutes before each shift.

5. Shower good employees with rewards and recognition. It is hard to find and keep good employees. So do everything in your power to retain and motivate them. Sure, employees want to be paid well, but they also want to be treated with respect and shown appreciation. The front-line supervisor has the greatest impact on motivating and retaining employees.

6. Survey your customers and reduce your defection rate. On average, businesses lose 15-20 percent of their customers each year to their competition. All businesses encounter this, but few do much about it. To improve retention, one client sends out a customer service report card to its top customers every month. This requires an evaluation based on four specific criteria. They tally the results and make sure employees see the scores. This motivates the employees to do a better job.

7. Seek customer complaints with enthusiasm. For every complaint there are at least 10 other customers that visited your business who have the same criticism. A portion of those 10 people just took their business to your competitor. Look at customer complaints as an opportunity for improvement.

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UPCOMING CLASSES AND EVENTS

DISC Certification Group Coaching Training Program
(Webseminar)

Upon successful completion of the training, you may teach and conduct workshops in your organization or training practice. Each class is limited to five people.

Upcoming dates:

December Class
Dec 12, 13, 19
2:00-3:30 p.m. ET
http://ow.ly/6Ogw4

Limited seating
Cost: $895

For more information:
http://www.chartcourse.com/disctraining.html

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FACTS, FIGURES AND FACTOIDS

Taking Off
In response to the question, Have you used all of your vacation time this year? 46 percent of 627 workers surveyed in an online poll answered no.

Source: Right Management, Philadelphia

Pet Preferences
According to a survey of 2,301 U.S. full-time workers with pets, dog owners are more likely to hold senior-management positions, while fish owners are more likely to be human resource professionals.

Source: Careerbuilder.com, Chicago

Hang Up the Phone
Twenty percent of 148 Fortune 500 companies ban all employees from using their cell phones while driving, according to the preliminary result of a recent survey.

Source: National Safety Council; Itasca, Ill.

Hiring Forecast
Forty-seven percent of 1,100 hiring managers and recruiters surveyed expect voluntary employee departures to increase in 2011, and 29 percent indicate that salaries for new hires are increasing compared to last year.

Source: Dice Holdings Inc., New York

Be Prepared
Only 14 percent of 1,098 senior managers and executives say their organization is well prepared to deal with the sudden loss of its key leaders, according to a new survey.

Source: American Management Association Corporate Learning Solutions, New York

Sandwich Generation
According to a new study of 1,305 full-time employees, 42 percent with minor children say they live paycheck to paycheck, compared to 64 percent of workers who care for both minor children and elderly relatives.

Source: MetLife, New York

As reported in Human Resource Executive magazine
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TOOLS, PRODUCTS and RESOURCES

Online Assessment Center

We provide a comprehensive portfolio of hiring and development solutions including 360, team, customer service, executive talent and management development reports and assessments.

More information
http://www.chartcourse.com/Assessment_Center.html

Fired Up! Leading Your Organization to Achieve Exceptional Results

Fired Up! is a leadership book full of tips and strategies that show people how to manage, lead and motivate people at work. Learn to improve your leadership skills, deliver exceptional customer service, build effective teams, improve communication, hire the right people and retain them as long as possible, make more money and grow your business.

Normal price: $24.95
Sale price: $19.95

More information
http://www.chartcourse.com/firedup.html

Icebreakers and Team Building Exercises

How many meetings have you attended that are just the same old thing — boring gatherings you can’t wait to leave! Here is an opportunity to make your next meeting, class or team building event something dynamic and interesting.

Click here
http://www.chartcourse.com/icebreakers-book.html
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FORWARD TO YOUR FRIENDS

If you find our information interesting, please send it to your friends. The Navigator Newsletter is received by over 35,000 subscribers in 60 countries.

Click here to join the Navigator
http://www.chartcourse.com/emailnavnews.htm

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Copyright 2011, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

Sign-up for the Navigator Newsletter by visiting:
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

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