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Given how many corporations are awful at customer support, does it really even matter? Absolutely!

Happy Customers Will Make You Happy

Improving customer support isn’t a cost with no return. Making customers happy is very beneficial to your business.

When a customer is happy, they’ll tell one person about your business. When they’re unhappy, they’ll tell ten. While this is just a saying and not a hard statistic, the bottom line is not only will happy customers help your business grow, but they also won’t do anything to harm your growth.

5 Ways to Improve Your Customer Support

Less Talking, More Listening: While it’s important for you and your staff to fully answer the questions your customers have, you first need to make sure that you’re answering their actual question.

A lot of customer support frustration results from staff jumping in with an answer too quickly. After the customer goes through all the steps they were told, they realize that all of those steps were for a different problem.

Listening enough to ensure you are able to solve a customer’s problem with the first set of instructions you give them will prevent them from enduring unnecessary frustration.

Empower Your Support Staff: Although customers will always blame the person they’re actually talking to for not fixing their problem, there are many companies where it’s not the support staff’s fault for providing poor service.

The real issue stems from their management failing to give them enough freedom to actually solve problems. If you place a laundry list of restrictions on your support staff, providing timely service is going to be impossible.
When you hire sharp employees you can trust, you’ll feel comfortable backing off so they can properly do their jobs.

Evaluate Feedback: Your customers will have plenty of feedback about your customer support. So will your employees. You want to listen carefully to both groups.

However, what you don’t want to do is make impulsive decisions based on this feedback. That approach can actually be more detrimental than beneficial.

Instead, you want to pay attention to topics that continue to come up. If something gets brought up on a regular basis, chances are it’s a real issue that you should address.

Build a Knowledge Database: Your customer support team spends a lot of their time answering the same questions. This is also true for what customers search for when they come to your website.

If you don’t have a knowledge database that is easy for both groups to access, you need to start building one. Once you build this this type of database and put it to use, you’ll find that both groups benefit immensely.
Personalize It: While you want to have a database of answers, this doesn’t mean you want your customer support to be robotic.

The more “human” you can make your support, the happier your customers are going to be with your business.

What steps are you going to take to improve your company’s customer support?

About The Author

Craig Klein is CEO of SalesNexus, which is a Houston based online CRM company that offers business email marketing services as well.

Customer Relationship Management (CRM) is a term used in the information industry for methodologies, software and internet capabilities that allow an organization to manage its customer relationship effectively.
An effective Customer Relationship Management ensures that the organization’s sales and marketing team have sufficient customer information, which they could easily utilize in order to grow the customer base in terms of numbers and value.

Drawbacks to the implementation of a CRM

Occasions arise when the Customer Relationship Management solution fails to achieve it desired results because of:

1. Lack of commitment

Implementation of the CRM solution requires the total commitment of the organization. However, frequently this commitment is absent leading to the breakdown of customer relationships after some time, which culminates into loss of business revenue. It is therefore very important that a cultural change be endorsed from the CEO to the customer service.

2. Poor communication

Poor communication can hinder buy- in. In order to benefit from CRM solutions it is important that the relevant personnel in the organization know the information that is required. In addition, they must be in a position of effectively utilizing that information.

3. Weak leadership

Weak leadership could undermine the effective implementation of any Customer Relationship Management. It is therefore necessary that management lead by good example. They should be effective in pushing for the business solution that focuses on improving customer relationship. Consequently, any proposal that does not benefit customers should be discouraged.

4. Complete solution

Efforts that seek to implement the CRM in one go can prove to be a risky strategy. It is advisable to break the project into manageable programs by defining the pilot programs as well as the short- term milestones. Consider the effort of starting with a program that involves all the relevant departments but in flexible measures in order to permit adjustments when necessary. It is also necessary not to underestimate the amount of data required. Furthermore, it is important that sufficient room for expansion be provided when necessary. Consider the nature of data gathered and ensure it safely kept.

CRM solutions

Customer Relationship Management is necessary for running successful organizations. Consequently, the nature of relationship draws the line between an organization that is effectively conducting business and generating revenue; and one that does not. CRM solutions are broadly categorized into four categories:

1. Outsourced solutions

An application service provider can offer an organization a Web- based CRM program. This offer is ideal for companies that does not have in- house skills to implement the CRM solution. Moreover, it is a practical business solution for organizations that want to be quickly implement the business solution.

    2.  Off- the- shelf solutions

If you’re thinking about a career in childcare, you should know that the roles of nannies have changed in the modern world. It’s much easier to become a governess these days and you can earn greater pay for your work.

At one point in the Victorian era, one of the main distinctions between nanny jobs and a governess positions involved social status. A nanny was clearly a servant, but a governess held a higher status in the home. Today the differences are not quite as clearly defined.

Today, people often use the terms nanny and governess interchangeably. These are actually different types of caretakers with different duties. Although both nannies and governesses are associated with wealthy and titled English families from 19th century literature, they are still in demand for today’s modern families. Every childcare position will have slightly different duties and compensation, depending on the individual employers. Here are some guidelines to understand the division between nanny and governess.

Nanny versus Governess

A nanny can be described as a childcare professional who may live in home or outside the premises. Most nannies will be responsible for supervising one or more children in the household and supplying most of their daily needs. A nanny would therefore be responsible for feeding the children, seeing that they are properly groomed and dressed for any occasion, potentially providing transportation to and from school or other activities, and supervising them throughout the day. Night nannies are sometimes hired especially to take on the overnight shift, especially with very young children. Some may even be required to clean the home as part of her duties.

Depending on the age of the children, the nanny’s duties might vary quite a bit. Certifications and training can also vary. For instance, many nannies hold certificates in first aid services or CPR. Nannies may have specialized training in the field of childcare or may simply have years of experience in the field backed by employer references. Night nannies are commonly trained in infant care, or in helping young parents establish good feeding and sleeping patterns.

A governess is a more specialized type of employee. The governess role is closer to that of an educator, with the governess taking on the duties of her charges instructive needs. Therefore, a governess’s charges would be at least of pre-school age, and their duties would likely extend until the child was closer to a college level. A governess is ideal for parents who wish to homeschool but whose careers do not allow them to act as teacher for their children.

The Difference Still Matters

At one point, governesses were primarily employed in situations where a suitable school was not available, such as remote regions of Australia. Well-off families who want flexible schedules for their children employ today’s governess. The governess may also provide supplementary tutoring to children, allowing them to study subjects not offered in school. It would also enable a gifted student to explore certain subjects in more depth than the school’s curriculum allows. They are well paid for the close attention they pay the children in such families.

The advantages of becoming a governess are numerous. Extra pay, low living expenses and the stimulation of forming young minds can be very rewarding.

About The Author

NannyPro.com helps nannies and families find each in a secure environment. Parents can screen nannies through background checks and references to make smarter hiring decisions.

I work as an IT Manager for a municipality and have been in this position for fourteen years. The municipality is a medium sized township that employs approximately 150 people. My work is an exciting, challenging blend of technical support and management. Although I am a manager, there is only one full time employee under my direction. This means that a lot of high level support is contracted out, while day to day troubleshooting and repair is handled by me. I administer the budget, work with other department heads to decide on technology purchases, and research those purchases, including meeting with vendors and issuing Requests for Proposal documents. Once purchased, I also support technology and train users – both on third party applications as well as general Windows and hardware troubleshooting and repair.

A township is not the most technologically advanced environment to work in, which has its drawbacks and advantages. On the one hand, working with older systems and employees who are not supportive to change can be frustrating. On the other, it’s a place where I really see my efforts pay off. When I started at this position, there was no Internet access and all the computers and software were outdated and problematic. Each department had its own network and few processes were automated. Within a short period of time, I migrated all systems to a modern, shared network, set up Internet access and security, and implemented systems for automating work and working more efficiently.

On a scale of 1 to 10, I would rate my job satisfaction at an 8. It would be helpful to work with users who are more appreciative and less critical of technology, but I think that is a general complaint of anyone who provides technical support in any industry. I would also love to have more assistance, but overall the fast pace is very satisfying. I truly enjoy going to work each day. Fixing problems – both large and small – and knowing that I made a difference in this organization has been very satisfying on a professional and personal level.

I got into my line of work almost by accident. I have a degree in Business Administration, but worked in a low level IT job while still in college. I found that I enjoyed this type of work and had an aptitude in it, so I moved around through various help desk and support jobs. My degree was a huge factor in obtaining my current position since it is a management role. However, if I could do it over again I would have focused more on Information Technology as a degree. I feel like it would give me more confidence in dealing with vendors and other support providers.

There are a lot of knowledgeable people in the IT world and it’s important to be able to speak their language. In the beginning, I found that I was often misunderstood. I’ve remedied that by spending extra time learning the jargon of technology and being on top of the latest advancements. I’ve learned that just having knowledge doesn’t always earn respect or credibility; you really have to present yourself professionally. In this role, it’s also been important to learn how to adjust my communication; speaking to vendors and other support personnel demands a completely different approach from the way I communicate with users.

Working with a municipality is probably similar to working for a very small company in that sometimes you get involved with work that would normally be handled by others. One of the strangest and most unlikely duties I had in this position was redrawing voting district boundaries for the US Census. No one currently working there had ever handled this, and since the information arrived on a CD, the manager considered it to be a technology task. Juggling tasks like that with my everyday duties can be very stressful. However, a good thing about working for local government is the benefits. I get a nice amount of vacation and have a very flexible schedule – flexible enough to allow me to work from home when I need to spend time with my children.

Benefits like that make up for a salary that is probably lower than IT managers in other industries. I am satisfied with the money I make because I value the environment and flexibility more than money. This might not be the same for everyone. I’d advise someone considering this line of work to think carefully about whether they’d rather work for a larger organization with a higher salary and more peers for support. However, for me, I will be satisfied with this position for the long term.

In five years, I see myself in the same position, moving the organization even further forward. An alternative would be working as a consultant to other organizations of similar size and culture. Overall, a position in IT management for a small organization or government agency provides a perfect balance of challenge and sense of accomplishment for someone who can deal with stress and work with people at all levels.

About The Author
This is a true career story as told to ComputerJobs.net which among others includes a Datbase Administrator and a Software Analyst.

If you’re looking to earn some boss brownie points then a quick way to do that is by installing an office coffee machine. For your employees, having a coffee machine on site means that they can come straight to the office and know that they will get their favorite morning boost before starting work. Instead of having to line up at the local coffee shop they can head to the office coffee machine and straight to their desks. That will get the day off to a great start and improve productivity.

Banish the Biorhythm Blahs

We all know about biorhythms and those mid-morning and mid-afternoon blahs. In the morning, after the initial surge of productivity has worn off, it can be difficult to get the creative juices flowing. And after lunch employees are more likely to feel lethargy than creativity. Having an office coffee machine enables them to get a quick pick me up whenever they need it so they can keep on being productive.

Don’t worry that installing an office coffee machine will give employees an excuse to waste time. In fact, gathering around the coffee machine is a good way to network with colleagues and brainstorm ideas in a nonthreatening environment. In other words, it’s good for business.

Choosing Your Office Coffee Machine

So if you have decided to get an office coffee machine, what type should you go for? There are many to choose from. For example you can get a simple coffee machine where you only have a couple of options for drinks. All you have to do is press a couple of buttons and the drink you want appears. Or you could get an Italian style coffee machine. This means that your employees can get cappuccinos and espressos in addition to regular coffee, tea and hot chocolate. In many cases you can choose the blend of coffee that is served so that you have something that will suit most tastes.

If you really want to make your employees happy go for a coffee machine that offers the widest range of drink choice. An example is the Kenco Singles coffee machine where all you have to do is choose a capsule with your favorite drink. A machine like this can sit on any tabletop and they have as many as 13 drink varieties to choose from. Stick this in your coffee room and all your employees will be happy and productive — and you’ll get those brownie points we mentioned.

About The Author

Sharon Hurley Hall writes for Eden Springs, the UK’s No.1 water cooler supplier, who offer coffee machine rental contracts on the Kenco Singles coffee machine and others.

Payroll is one of the integral parts of any business, ensuring that relevant payment is made to employees within strict time deadlines. Setting up a payroll system is not necessarily an easy task though, and there are a number of considerations which need to be made. These will ensure that your payroll system is both effective and efficient, allowing you to focus on other aspects of your business.

To set up your own payroll system, the following steps should be followed:

1. Register

You must be registered with your PAYE tax office before you can begin to implement your payroll system. This will require you to provide certain information and receive documentation and forms.

2. Invest in Payroll Software

 Payroll systems can be difficult to manage because there a number of different deductions and payments which need to be made. This means that navigating the system can be difficult to manage, leading a number of businesses to implement payroll software in order to facilitate the process. Payroll software will be specifically developed to complete payroll operations with greater ease. Full training and assistance is often provided with these services, meaning that they can be relatively easy to implement within a business.

3. Sort out Details

Before you can start using your payroll system there are certain aspects which need to be clarified. You need to legally draw up a contract for the payment and employment of all of your employees. This should cover aspects such as paternity pay, maternity pay, sick pay, private pensions, absence and holiday entitlement along with salary information and any other details pertaining to payment.

Other costs, such as expenses, will also need to be considered. Taxable perks such as company cars will also need to be given consideration, as will commission based payments and any bonuses. Deciding on a system for handling new employees and staff members who are leaving is also important.

4. Ensure Confidentiality


It is vital that you implement adequate safety and security measures when setting up your payroll system. This is because a vast proportion of the information which will be used within these systems is confidential, and therefore privacy should be ensured at all times. Make sure that you identify potential safety risks and implement strategies to address them.

5. Decide on a Schedule


One of the last considerations which you need to make is what payment schedule to utilise. You need to decide how often you are going to deliver payment and through what form. Payment schedules need to be established for both your contributions to employees and to HMRC as well.

6. Consider Charitable Deductions

A payroll giving scheme allows businesses to give regular donations to charities tax-free, using a government system. The payments are made regularly and employees can opt whether to give their own regular contributions or make one-off payments if they would prefer. This is a great way for businesses to provide assistance to charities and enhance their public image. It can also be handled easily using payroll software.

About The Author

This article was written by a leading provider of Payroll Software

The term Six Sigma refers to methodologies used by companies to minimize failure rates regardless of the undertaking. The term is taken from the use of sigma in mathematics and standard deviation.

The Methodologies Involved

As a methodology, it creates precise metrics in a given process. The goal is to enhance the metrics. The groups assigned to these methodologies employ the DMAIC. The DMAIC acronym stands for define goals, measure aspects of the process, analyze the data, improve performance and control to ensure compliance.

In simpler terms, the group is tasked to search for a precise metric that has to be improved. An example would be reducing the costs of a business transaction. The team will gather the data relevant to that metric. Data analysis would be performed. The goal is to set up controls leading to metric improvement.

Six Sigma Management

The management approach employed is the top-down strategy. In this management program, the executives will decide the key metrics that have to be developed. Part of the process involves prioritizing goals.

Using this approach, capital allocation will be better managed. This will of course, influence the important metrics. At its most basic, this methodology is similar to the other loss reduction procedures.

History

The methodology was developed by the Motorola Company around 1986. It was the brainchild of their executive Bill Smith. To this day, the program is identified with the company. During its early days, the methodology was defined as a manufacturing process metric.

The sigmas or standard deviation had a goal of 3.4 defects for every one million opportunities. Another trailblazer was Bob Galvin. He helped develop the methodology, particularly the quality control levels. Motorola’s success led to its spread throughout the business world.

As time passed, the methodologies underwent some changes. The methodology has been redefined so it is applicable to various businesses. Before, it was applicable to manufacturing. But today it is used more for management. Aside from management, the methodology is now being used in service industries, transactional business and customer service.

Other Information

Today, the methodology specifies to only a few failures per million attempts. In practice, this translates to 3.4 failures for every million. This failure rate seems very low. However, studies have show that some companies have been able to sustain this figure regularly.

The word failure in the methodology refers to defects that are critical. This term is applicable to the product line and various business industries. Aside from DMAIC, there is also the DMADIV. It stands for define, measure, analyze, design, verify. This is used for product developments.

The facts about Six Sigma show how important it is for businesses. While the methodology can be quite complex, its effectiveness has been proven time and again.

About The Author
Todd Williams writes about methodologies such as

Even in the best of times, it’s important to be prepared for a job interview. But in the current economic climate, it’s imperative because never before has there been so much competition for jobs. The smallest misstep can have a prospective employer drop you from contention. So here are a few tips on how to improve your chances to land that dream job.

First, appearance counts, but it should also be appropriate. Different companies have different corporate values and environments. So if you are applying for a job at a Fortune 500 company, a suit or business attire reflects that sensibility. However, if you are interviewing for a job at a computer start-up or at a construction company, a three-piece suit with a tie isn’t as important as being clean, groomed, and neatly put together, whatever you are wearing.

When applicable, bring a portfolio of past work. While this may not matter for positions in careers such as accounting, someone seeking a skilled job such as a master cabinet maker will want to show examples of past work, along with testimonials from past clients.

The old saying that knowledge is power applies to job interviews. Learn as much as you can about the company you are interviewing with. According to a survey by Accountemps, failing to do basic research on a prospective employer is the number one mistake applicants make. Other common errors include problems with clearly expressing job experience, not having thought out career goals, and not considering how the prospective job fits in with those plans. The more you know about a company, the easier it is to show how you would be a beneficial addition.

When talking to the interviewer, make sure to keep eye contact and maintain open, relaxed body posture but avoid crossing your legs or getting too casual. Above all, do not be late—nothing will kill a job opportunity quicker than not making your appointment.

In closing, be lively and outgoing. Make sure that the person who is interviewing you knows that you are a self-motivator and someone who needs little instruction, but can still be productive. Also, be sure to do some additional research for tips and hints for job interviewing. Everyone knows that the interview phase of finding a new job can be stressful, and at the very least a bit nerve-wrecking, but hold your head up high and try your best to disguise your nerves.

About The Author

Hi, I’m Corey and I often write about real estate and economic issues, such as job opportunities in Texas and Texas home builders.

The basic concept behind a customer relationship management is to create an effective and efficient relationship between the organization and its customers. Although, the concept holds very crucial features that are considered essential for the success of any business entity, still, there are some shortcomings of the system as nothing comes without some defects in it. As the concept is relatively new, there are various areas, which require to be improved. Following mentioned are some of the disadvantages, which hamper the customer relationship management process to be termed as a perfect solution for any business entity.

Dissatisfaction of Consumers

Although, many organizations have adopted the policy to implement this relationship management concept within their business in order to focus on its potential customers, there are several buyers who are still unsatisfied with its performance. These dissatisfied customers term this process as the “technology which delays activities” or “stopping of customer support service”. For example, the concept of Interactive Voice Response or in simple words, the automated voice systems are considered as a big headache for most of the customers and drop out their calls before it is transferred to a customer representative agent.

According to a recent research made by Accenture, provision of low quality customer service holds the top most position in the list of reasons why customers abandon one service provider and adapt to another service provider, no matter what service or product is being supplied. Some other factors included in customer dissatisfaction list include the absence of centralized brands and nonsense corporate bureaucracies.

Authentication of CRM Services That Are Hosted Remotely


There are many businesses, which have adopted the policy of contraction out the concept of customer relationship management. There are times when cost works as driving factor in the outsourcing of CRM processes rather than the reputation of the firm endorsing it. Under such circumstances, there is a possibility that the CRM service provider tend to disappear overnight taking all the important customer information with him. Moreover, there are situations when the Government abides the organization to keep record of its clients such as House number or the Social Security Services.

Inappropriate Vision of Tomorrow

The situation is that the sales team is interested in those aspects, which will help them grow sales now. The only resource of a salesperson is the time because the most important thing for them is the completion of the target they have been given for a particular period of time. This does not mean that they are not concerned about the long-term, but the thought countering this is that if they are unable to meet the target assigned today, they may not be in the organization to worry for the longer-term goals.

So, terming the CRM solution as a complete resource through which a salesperson can meet his/her short-termed goals as in some aspects it certainly does but, many of the representative are of the pinion that they are similarly effective even if the system is not applied. As a conclusion, it can be said that the benefits of a CRM system does not significantly outweigh the investment made in terms of effort and time needed to use the system efficiently on a daily basis.

About The Author

Ivan Petrov works as communications manager for one of the leading creators of online CRM in Europe – WebCRM. He and his collegues, share useful tips and other information in various online communities. They also write content and maintain the official WebCRM Blog.

Today’s fast-paced, information-obsessed society requires the successful business person to stay in constant contact with his or her office, clients and suppliers. With technology growing smaller, sleeker and more powerful by the day, it’s easy for the business person to carry three vital devices for staying in touch while on the go.

1. The Smart Phone. About 80% of what a business owner needs to do can be done on a smart phone. The popular iPhone allows users to download a variety of apps to manage their schedules and plan trips and meetings. Users can even print from the phone. The iPhone is also voice activated and allows for hands-free talking while driving. Another popular smart phone is the Blackberry. One advantage that the Blackberry has over the iPhone is an actual keypad as opposed to a virtual keyboard, making typing emails and texting easier.

2. The Laptop Computer. The laptop computer allows a business person to transport all their files from the office to the meeting, and then to the plane. Unlike smart phones and tablet computers, laptops support all types of commonly used office file formats and making typing easy on their full-sized keyboards. Small electronics are always possible targets for thieves, so all smart phones, tablet computers and laptops should be kept locked with a password when not in use. Laptop owners should consider using an online backup service that will automatically back up files when they are updated, in case the laptop is lost, stolen or damaged.

3. The Tablet Computer. Tablet computers are growing in popularity and have many of the same features as smart phones, such as apps to manage travel itineraries, meetings and check the weather and news. They also feature touch screens instead of actual keyboards. Due to their larger size-from around 7 to slightly more than 10 inches-a tablet computer’s virtual keyboard is easier to use than that of a smart phone. Separate keyboards are available for tablet computers to make extended typing easier. Tablets are smaller, lighter and easier to transport than laptops and tablet makers are outfitting their new models with the capability to support more types of commonly used office documents. Tablets make it easy for the traveler to watch local and international news as well as movies and videos while in the airport or on the train. Tablets are also extremely popular as e-readers. In addition to books, the business person can download thousands of newspapers and magazines.

With a smart phone, a laptop computer and a tablet computer, a business person can take their office with them virtually no matter where they go. The variety of communication devices offers choices sure to suit any business situation.

About The Author

Zienna Miller considers her smart phone the #1 communication device in her life to keep in contact with her best friend, Daniel Hayes. Her other best friend is her micro teacup pig that she adopted from http://buyteacuppigs.net.