When you’re running a business or a department, it’s easy to forget how important the phone answering process is. But callers are your first impression and you need to put your best foot forward in order to impress them.
To help, I decided to profile the top companies listed in this year’s Inc. 5000 and find out what kind of standards they have for their customer service representatives so that I could help you at least match them if not surpass them.
The results might surprise you: the top companies aren’t always looking for the perfect people. They’re looking for the right people who will fit into their culture.
I realize now that I never really gave much thought to hiring someone until I had a business myself,” says Thiago Olson, CEO of Oliservices. “I just assumed people were hiring me because they wanted my skills.” But after talking with other executives about their hiring practices, he realized that he was wrong: there was more to it than just the skills required for the job. He also needed to be enthusiastic, adaptable, and willing to grow with the company.
“It’s not just about finding people who can do what we need them to do,” Olson told me by phone from his office in San Francisco. “It
It is a typical morning in the office: you are sitting at your desk, checking emails and doing some work on one of your projects. You hear the telephone ring, and you know that it is an important call from a client. You smile and pick up the phone, because this is how you greet people: with a happy voice.
“Hello, this is John Smith, how may I help you?”
If this sounds like something that would happen to you every day, then you have no problem with taking calls. But if this is not something that happens very often in your job or life, then you may need to read this article. In today’s business world, there are few things as important as the ability to take calls and make people feel welcome at the same time. Even though many companies now use emailing programs or other methods of communication to talk to clients, phones are still used by millions of people every day. And if they call your company and they hear a friendly voice on the other end of the line, it could mean everything for them.
The question is: how do these voices get hired? How are people able to make others feel at ease when communicating with them over the phone? Do they have a secret? We answer all these
The last time you were in an interview and the interviewer asked for your phone number, did you give it to them?
If not, think twice before you do that next time. That was the advice from a panel of interviewers at the NBA’s annual job fair last week. The panel represented a cross-section of the league’s operations: ticket sales, accounting, athletic training, and marketing.
“There is a big chance that when I call you, I don’t want to talk to you,” said one panel member who works in ticket sales. “All I want is to see how long it takes you to return my call. If I leave multiple messages and don’t hear back from you after two weeks, then it is over. You are out of the running for that position. It doesn’t matter if you are the best candidate; if I can’t get ahold of you then there is no way we will hire you.”
A second panel member agreed: “When I ask for your phone number, if I don’t hear from you within 48 hours then it shows me that you are uninterested or unreliable. Honestly, if I am calling
Customer service is important. It’s also a unique position in the workplace, where you’re constantly making decisions that affect your business and its reputation. There are many ways to do it effectively. How can they be measured?
In a nutshell, customer service is all about how customers feel when they engage with your business or product. Do they get what they need? Are their needs met? Are their questions answered? When a company delivers a good product, the customer will be happy. But if there are issues – or no issues at all – the customer is likely to be dissatisfied.
To ensure good customer service, businesses must first understand what customers really want, and then make sure that those expectations are met. “We have to understand what our customers really want from us,” says Rachael Ray, vice president of customer service for The Home Depot. “It’s not enough for us to just say, ‘Here’s some things you can do when you’re dealing with a problem.’ We need to make sure we’re giving them the tools they need to help themselves.”
You can’t please everyone, but if your customers are satisfied, they’ll come back and spend more money with you.
The NBA’s most bitter rivalry continues to play out in the realm of social media, where the Cleveland Cavaliers and Golden State Warriors’ players have been known to take a few jabs at each other.
It was no different during last Sunday’s Game 2 of the 2017 NBA Finals, when LeBron James, Steph Curry and Kevin Durant all posted comments on Instagram about each others’ shoes.
James, who had previously been ridiculed for accidentally posting a video of himself showing off his wine and champagne collection on Instagram during a preseason game, took a shot at Curry by saying his shoes were “Ugly as hell!” after he and Durant posted photos wearing the same “Chef” Curry shoes.
Curry responded to James by saying he did not care about his opinion. He then went on to point out that James’ kicks were much more expensive than his own.
The three players have since made up and are now said to be on good terms again.
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The NBA is great. The games are exciting, the players are entertaining and there is a ton of money to be made in this league. It’s no wonder that so many people want to be a part of it.
But the first barrier to entry is high, and few hopefuls make it past this initial hurdle. Only about half of all college basketball players will play professionally for any amount of time, and less than 1 percent of all high school players will ever play in an NBA game.
To get your foot in the door, you have to know what it takes to make it into the league. What qualities do coaches and scouts look for when they’re evaluating potential prospects? I asked some executives around the league what they look for when they’re assessing talent, and they had plenty of answers.