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4 Rules For Good Customer Service
September 27th, 2010
1) Answer your phone.
I’m sure you’ve had this problem before; pick up the phone to call an organisation with a grievance about a product only to be left on hold for what feels like hours, or to converse with a robot that can’t quite understand you. Very frustrating I’m sure you’ll agree. That’s why it is so important to make sure you always have someone to man the phones, how can you attempt to offer good customer service if you can’t even be contacted? At the very least make sure there is an answer service and every call is returned.
2) [...]
Too Busy? Just say ‘NO’
September 1st, 2010
No. Such a small simple word, two letters one syllable. So why is it so difficult for some of us to say? Is it the finality of the word, the negativity it represents or the abruptness in how it sounds? Yes it’s all of these things, because to a lot of us saying ‘no’ feels like we’re refusing the person rather than refusing their request.
It could be that you’ve helped organise the Christmas do in the past, but now have other responsibilities and don’t have the time; or you may have offered to take on a little but are being [...]
The unmanagable manager contd….
August 16th, 2010
Poor Sarah, over-managed and undermined, so what do you do when you find yourself in a position where your manager needs managing…..
We all have one, it could even be you; that super organised friend. Everything is colour coded and labeled, Christmas shopping completed by mid-April, holiday luggage packed and outfits picked three weeks in advance.
As a highly disorganised individual I often envy those who have everything meticulously planned and on time. It’s undoubtedly a less stressful way of life.
When it does become a problem though, is when this super organisation is imposed upon others. Its fine to offer some [...]
The Unmanagable Manager
August 16th, 2010
Sarah and Pamela work in the advertising department of an investment bank. Pamela is new to management and Sarah is the first person to be placed under her supervision.
Pamela is desperate to make a good impression, making checklists, monitoring Sarah’s progress and reporting to senior management. As a result she has almost become over-organised, and now expects Sarah to work to the same pattern, going as far as to plan three one-to-one progress meetings a week to ‘see where we’re at’.
Sarah’s starting to see this as a bit of a nuisance;
She feels over-managed and undermined. [...]
Build your Self Confidence
August 6th, 2010
Confidence? Faking it perhaps…….
Ever been surprised by someone when they admit they’d like to build on their self confidence? Because to you he seems the most confident man in town….. hit with the ladies, main man on the pitch, the joker of the group, and he has the audacity to claim he needs a confidence boost?!!
The truth is no matter how confident or self assured people may seem, not one person is 100% comfortable in themselves, and everyone could do with improving their self esteem. Here are a few brief tips to help you do so;
Focus your attention outward; [...]
Tips on Presentation Skills
July 30th, 2010
Yes you’re the office chatterbox, but when asked to deliver a short speech on a topic you know quite well, you’re lost for words.
Public speaking is one of mankind’s primal fears. It never dips below third on the list of top ten fears with some studies even claiming it is more commonly feared than death itself! Fortunately, public speaking is a fear that can be easily overcome and mastered to the point it’s enjoyable. Here are a few tips to help you with those pre-speech jitters;
Preparation is key to a good presentation, as the saying goes ‘failing to prepare [...]
Simple tips for managing people
July 28th, 2010
Lead by example
Have you ever been told off for being caught on the internet at work, only to spot your manager facebooking to their hearts content that very afternoon? Or had a supervisor who constantly harps on about staying late yetmanages to leave at 4.59 sharp everyday himself? Knuckle-whitening frustration is what that causes. There’s nothing more disheartening than a contradictory workplace leader who follows the ‘‘Do as I say, not as I do’’ philosophy. It instantly sucks any enthusiasm and passion from workers and destroys morale. People have far more respect and attentiveness for someone who practices what they preach.
Good [...]
Dealing with Aggressive Individuals
March 3rd, 2010
In everyday life, we often come across people that are less than friendly; the same goes for business dealings. Many people are difficult to deal with but often we must hold our tongue and learn to deal with it because they may be important to your business. As well as this, it is vital to be able to learn how to rise above hostile behaviour and act mature and professional.
Often it is clear if a person is angry or irritated before they even open their mouth because we can tell by their body language or facial expression. So try to [...]
Communication – Know Your Colleague’s Roles
February 16th, 2010
It seems an obvious point to make that employees of a business must know what their roles and responsibilities are in order for them to do their job effectively. However, it is equally important yet less widely acknowledged that employees must also understand the roles of other people within the organisation so that everyone is working together towards a common end. This can only be achieved when there is effective communication in the workplace. Communication training can help build communications skills and foster a more cohesive work effort.
Why is this? Let’s use an example. Say you are calling up your [...]