Igniting Customer Interaction

What would a business be without its customers? Top-notch customer service is imperative to the success of any business, regardless the industry it operates within. Customer service is about building lasting relationships, just as you would a business partnership, and these interactions go a long way in contributing to the overall perception of your company. Below are some tips to remember when it comes to igniting customer interaction and maintaining positive customer service within your business.

The right impression

You may have a fantastic business model and offer quality services or products, but customer service is what people coming through your doors—or logging on to your site, as is often the case in today’s society—will remember. If someone has a positive experience with your business, this can translate into effective word-of-mouth marketing and continued growth. However, a negative experience will spread just as quickly and can prevent others from discovering your business for themselves.

A reflection of the whole business

Customers service—for better or for worse—reflects on the entire business. A customer will remember a company based on their experience there and often associate it with the rest of the of your team. Positive customer interactions reflect well on the company as a whole, and your customers are more likely to build relationships with all employees if their initial experiences have been beneficial.

Genuine connection

Each industry has plenty of competition within it, and customers are savvy about how they spend their money. They often want to feel like they’re supporting a business where they are valued and have a connection to, and customer service is where your company can stand out among competitors. There’s a plethora of people offering similar products and services, but customers are more likely to return if they feel that your company genuinely cares about them—and bring others with them. Remember that the key term here is “genuine connection,” and this should be instilled across all levels of the company.

Continued growth

This doesn’t simply pertain to financial growth, even though this is crucial to keep your business running. Customer service can help your business improve in all aspects through constructive feedback from those who support it. Engaging with customers on a consistent basis will help you understand where your company can improve as well as new offerings your clientele would like to see. If customers feel like their voices are heard and they are able to help a business grow, this contributes to continued support and opportunities to reach new demographics.

Looking for a way to improve your company’s customer experience and gain a competitive edge? Join us May 5th, 2017, for an evening of learning, collaborating, networking, and big ideas. Discover the things business professionals and leaders are doing to build positive customer experience. Enjoy the exclusive opportunity to hear valuable insights from Edmonton’s top executives in an upscale and classy environment at an iconic venue – the Art Gallery of Alberta.

Igniting Customer Interectoion EOCC

Learn more about creating positive customer experience.


Improve Your Customer Service to Boost Your Business

What is the most vital thing you can do to progress relationships with your customers? The answer is as clear as it is overlooked: improve your customer service.

No matter how awesome your product is or how talented your staff is, one of the things that people are most likely to remember is the first-person interaction they have with your company. The fact is that your customer service team is the face of your organization, and customers’ experiences will be determined by the skill and value of the support they receive.

A successful company will already have good customer relationships. But a truly smart company will always be questioning what good customer service is. If you are not continually on the lookout for opportunities to advance your customer service, then your relationships will deteriorate. Here are a few simple customer service tips for recognizing ways to serve customers better.

Strengthening your customer service skills

First, it’s crucial to make sure that your customer service department has the correct skills for managing your clients’ needs. No amount of CRM software can recompense for inadequacies in this area. But what skills should you be searching for in a customer service representative?

  • Patience and Consistency. Some customers will be irritated. Others will have tons of questions. Others will just be plain chatty. You must truly know how to handle these and provide the same level of service each time.
  • Flexibility. Each customer is different, and some might even seem to change from day-to-day. You should be able to cope with surprises, sense the customer’s moods, and adapt as necessary. This will include a desire to learn – since providing good customer service is a nonstop learning process.
  • Strong Communication. Make sure to convey to patrons exactly what you mean. You don’t want your customer thinking he’s getting 50 percent off when he’s getting 50 percent more product. Use genuinely positive language, stay cheerful no matter what and never end a discussion without confirming the patron is satisfied.
  • Work Ethic. Customers like a rep who will see their problem from start to finish. At the same time, you should have good time management skills and not spend too much effort handling one customer while the others are waiting. Stay fixated on your goals to achieve the proper balance.
  • Information. Ultimately, your clienteles count on you for their information about your product. Stay informed enough to answer most inquiries and know where to go if the questions become too thorough or technical for you to answer. But don’t be afraid to say that you don’t know either. Customers will like the honesty and your pains to find the right answer.

Not sure if your customer service representatives have the right customer service skills? Survey or interview your customers to find out whether your service team is demonstrating each of these traits.

Thank you for reading our blog. Are you interested in finding in meeting like-minded professionals? Attend the next EOCC Inc. networking event.



workplace respect

The Importance of Workplace Respect

Respect is important in any relationship, be it personal or professional. Strong workplace relationships are imperative in order to build on a company’s success, but that respect must be mutual in order for the relationship to be positive. There are several significant areas that require respect in business, and we’re going to help you navigate each.

Respect for Yourself

While it is crucial to show respect for people in your office, it is just as necessary to show respect for yourself in your workplace. When you are respectful of yourself, you are more mindful of how you interact with others and the energy you are projecting within your team. Part of fostering respect for yourself is setting clear boundaries with your time and creating balance in your life so that you can most effectively meet your goals. Ask your co-workers for help if you need to and help cultivate a sense of teamwork, all of which goes a long way in maintaining healthy workplace relationships.

Respect for Business Partners and Colleagues

If you have a business partner—or partners—it can be a challenging relationship to navigate at times, and choosing who you work with wisely is key. Your partners work hard alongside you to achieve your shared goals for the company, and they should be treated well. It can be easy to lose patience with someone when you spend a great deal of time with them—or get to know some of their not-so-ideal quirks and habits—but remember that you joined forces with them for a reason. You each have different skills to bring to the table, and it’s imperative to respect those as complementary to your own skill set. Maintain open communication, honesty and a shared vision for your company; reconnect over your goals and encourage one another during successes as well as setbacks.
Similar sentiments can be implemented when it comes to your colleagues. Remain cognizant of your shared goals, one another’s workload—offer help when necessary—and take an interest in them as people rather than simply the individuals you work with.

Respect for Employees

Your company wouldn’t be what it is without dedicated employees who believe in what you are trying to achieve. Employees are often expected to take on a great deal of work, and they will not be compelled to complete these tasks to the best of their abilities if they do not feel respected or valued within your company. Communicate your expectations clearly and provide your employees with tools to help them succeed at their jobs, whether it be training or even giving them more challenging tasks if they show initiative to take them on. You also need to establish a mutual sense of trust and help them feel like they are able to come to you with questions or concerns. Offering consistent, constructive feedback will also help build mutual respect and make sure your employees feel that you have their best interests in mind—and make sure to recognize them for a job well done.

How Does Corporate Culture Impact Employee Performance?

Amongst the many factors that impact an organization’s ability to compete, innovate and engage customers and employees is corporate culture. Corporate culture is the consolidation of vision, values, mission and the daily aspects of communication, operational and interaction goals that combine to create the organizational atmosphere that permeates the way people work. It’s difficult to define, and even tougher to get right. There is no amount of modern furnishings, happy hours, stocked kitchens, or young, cool workers that can build a healthy corporate culture.

But what difference does it really make? Well, a pretty huge one, according to the data. Corporate culture above all other factors the most important element in driving innovation.

So, it doesn’t get much more clear than that. The question on the minds of industry leaders should be how to produce an effective corporate culture. If corporate culture can be the difference in performance, employee development and retention and innovation, then what is the bottom line for nurturing that organizational environment?

The truth of the matter is that at the simplest level an organization is just a group of individuals joining together to reach a goal. Therefore, the generation of corporate culture stems from the people who make up the organization, from front-line workers to the leadership.

If culture is all about people, let’s take it one step further: what is going on inside an employee’s head and how they impact (and are impacted by) others can build an effective, positive corporate culture or decline into a negative corporate culture. The brain is made to mimic, and in that way, we often subconsciously imitate the energy and actions of those individuals around us. Obviously, this has major implications for corporate culture.

It doesn’t matter how strong our neurological impulses are, it still takes real, measurable and demonstrable behaviour to build a positive, sustainable corporate culture of performance. Instigating behavioural change requires open-mindedness, understanding and an appreciation of diversity.

  • It is crucial that leadership have a consideration of the behavioural tendencies and thinking of their employees, and how mental energy can manifest itself in other behaviour.
  • Leadership must properly convey corporate goals in a manner that enables each employee to identify with and adopt those goals.
  • Leaders always need to endorse diverse thinking and a communal knowledge base to make a true sense of collaborative unity within the organization, which drives culture forward positively.

Thank you for reading our blog. Are you interested in finding in meeting like-minded professionals? Attend the next EOCC Inc. networking event.

Location: Citadel Theatre 9828 101A Avenue, Edmonton, AB

When: Thursday, Feb 23, 2017, 6 to 10 PM (after party on location 10 to late)

Corporate culture

How to Make Your Employees More Interpersonal

Thanks to advances in technology, your employees can be more connected to each other than ever before—but that doesn’t inherently mean their interpersonal skills are improving as well. Texts messages, emails, and instant messenger are all key tools in maintaining employee communication, but these platforms don’t replace the need for fostering workplace interpersonal relationships. But remember, if you want your employees to have more face time with one another—and no, we don’t mean the kind that happens on an iPhone—you’ll need to lead by example and make a thoughtful effort to build this aspect of your office culture.

Talk It Out

There are certain instances where sending a quick email to a co-worker is more efficient than walking across the office to talk to them—a simple thank you for completing a task or confirming a small detail, for example—but anything that requires longer conversation should happen offline. This not only allows you to become more comfortable interacting with co-workers you may not know well but it also ensures important items don’t get lost in translation.

Phones Away

Unless there’s a conference call involved, meetings are best kept phone-free. Your employees will be more engaged in the subject matter at hand if they’re not being distracted by notifications constantly illuminating their screens. Being present will open the door for more effective discussion and lead to more productive meetings overall.

Team Breaks

Many workplaces are fast-paced with plenty on the go at any given moment, so the tendency for many employees is to quickly eat lunch at their desks before continuing their tasks. However, taking a break over lunch can actually assist productivity in the afternoon. Consider inviting the whole team out for lunch as a group outing, or even have a separate lunch room in the office and encourage employees to take a break together. And be sure to limit shop talk during the break—this is the time for your team to get to know one another on a personal level.

Inject Positivity

Create a workplace environment that is based on positivity—recognize good work done by team members, and encourage all employees to succeed. A workplace where the whole team feels valued will build interpersonal relationships and help everyone feel more invested in the company’s success. Touch base with co-workers often to make sure everyone feels supported and comfortable addressing any concerns that may arise.

Keep Things Fair

As with any group of people, you’ll gravitate to certain individuals on your team more than others. However, creating strong interpersonal dynamics within your workplace means maintaining a sense of fairness throughout the team. Individuals shouldn’t feel left out or less valuable, so it’s imperative to ensure you’re treating each member of your team with fairness and respect.

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