Communication

Posted by Jawaid

Acknowledge all customers

10 March 2015

Slice of Service

Acknowledge all customers, not only in the office but also when out around your building. At least always exchange pleasantries - it literately costs nothing, where as the payback may save your service when you need them.

Photo credit: Unknown or not provided / Foter.com / Public Domain Mark 1.0

Jawaid .

Publish on 10 March, 2015

Tags Communication Customer Services

Posted by Jawaid

Getting into Your Zone ...

26 January 2014

Slice of Service

Men can't multi-task - this is one of many things my wife shares with me, I guess it's not the 'doing' that the issue it's holding several 'thoughts' at once that preempts the doing. 

Generally when we are working on a piece of work, we need to spend a small amount of time ‘getting into’ what we are intending to work on (planning) - well before we start the 'doing'.

Surprisingly this involves a quality a lot of us lack, patience - owning a cat as a pet perhaps helps with this. It takes time to do anything with a cat, unlike a dog ... but that's another story.

through experience we find patience is a quality, whereas getting into the zone is a discipline which develops with time and practice. 

If you have ever disturb a colleague during a period of productivity, they won’t thank you for it – well not until they either have forgotten what they were working on or have to do get back into their zone before becoming productive.

There is no tight and fast rule in dealing with this - everybody is different and deals with interruption is a different way, ask yourself the following question:

1. How well do the people near you deal with interruptions?

2. Can they multi-task - the 'thinking' and 'doing' parts?

3. Are you aware what they are working on?

4. Are they undertaking an activity that needs concentration or are they undertaking a routine activity?

5. Does your interruption carry a higher priority in comparison to what they are working on?

With the right questions you can establish if an interruption will be received in a positive way ...

Photo credit: Tjflex2 / Foter.com / CC BY-NC-ND

Jawaid .

Publish on 26 January, 2014

Tags Communication Focus Personal Development Time Management

Posted by Jawaid

5 steps in helping when you don't know ...

29 May 2013

Slice of Service

​When asked a question that you don’t know the answer to, don't do what most people do and say "I don't know", "It's not my job" or "speak to that person, over there". Take control and be a multi-directional sign-post'er.

Direct customers to someone that knows, but careful with this one, you don’t want to be accused as having sloppy shoulders.

1. Remember to assess the situation;

2. Understand the urgency of the request

3. Establish the mindset of the customer.

4. Consider doing the gound-work yourself;  

5. and then providing the answer to the customer.

 

Photo credit: Lori Greig / Foter.com / CC BY-NC-ND

Jawaid .

Publish on 29 May, 2013

Tags Communication Customer Services Focus Personal Development

Posted by Jawaid

Comprehension is the secret to prevent re-work and embarrassment ...

26 May 2013

Slice of Service

​When helping a customer or listening to issues or requirements we all think we can read people and can quick comprehend what is being said - although to prevent server embarrassment and hours unpacking issues in the future it may be worth spending a couple of seconds fully understanding all aspects of what has been said.

Consider finally 'framing' the whole conversation by repeating, in summary, what was said for complete understanding. You should repeat verbatim but a summary of the key points identifying what the outcome will be, how long it may take and who is leading on the work.

Finish the conversation with an invitation for them to come back to you. ‘If there is anything I can help with, please come back to me’

Photo credit: apdk / Foter.com / CC BY

Jawaid .

Publish on 26 May, 2013

Tags Communication Customer Services Delivery Focus Personal Development

Posted by Jawaid

The Best Ideas

11 January 2013

Slice of Service

​Occationally allow yourself not to have the best ideas. Let ideas come from others, tease ideas out of people - keep returning back to the requirements and keep them simple and clear.  The best ideas can come from other places, utilise Lateral Thinking in the first instance and then try and Model what others have done – they can come from other places.

Photo credit: Cayusa / Foter.com / CC BY-NC

Jawaid .

Publish on 11 January, 2013

Tags Communication Continual Service Improvement Focus Personal Development

Posted by Jawaid

Sword of Incision

05 January 2010

Slice of Service

Initiation a conversation with ‘How can I help you?’ is a fantastic starter – it provides a full stop to the previous conversation and frames the conversation ahead. It's as if you have sword that creates an incision into a debate, conversation or even  a heated complaint.

Photo credit: Sebastian Fritzon / Foter.com / CC BY-ND