MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
05 MAY 2012
this issue Marketing P.1 Customer Service P.1 Tool, Tidbits, and Trends P.2 The WOW Factor P.2 Upcoming Events P.3 Web Hits P.3 Key Marketing Dates P.3 Sponsorship P.4 TEAM FMWR P.6 Professional Development P.6
CUSTOMER SERVICE Focus on making customers, not sales: Repeat customers OPEX & OPEX REFRESHER TRAINING DATES
22 MAY- OPEX 0730-1630 AMCC
23 MAY - OPEX Refresher 0800-1130 or 1300-1630 AMCC Remember space is limited to 28 per session so please get your staff registered now. The Refresher is for front line staff. Anyone who is a rater is to attend the Sustaining the Covenant Management Workshop. TEAM MEMBER ORIENTATION Held at Audie Murphy’s Community Center
16 MAY TMO Day 1 0730-1630
10 MAY TMO Day 2 0730-1630
11 MAY TMO Day 3 0800- UTC SUMMER HIRE
19 MAY TMO and OPEX 0600 -1800 TMO is required within the 1st 90 days of hire. Contact Ruby O'Dell to sign up your new staff for training!
Customer Service isn’t a department, it’s an attitude!
GENERATIONS! What a Difference A Year (or 20) Makes! There are many generations that we interact with on a daily basis. Sometimes this gives rise to frustration, conflict and misunderstanding. Yet each generation has something worthwhile and exciting to offer. It’s helpful for managers to not only identify with their own generation but also others around them each day. One way to do so is to take a “generational” view. The following aresome typical characteristics of each generation. Traditional Generation (1922–1945) tend to: • believe in conformity, authority and rules • have a very defined sense of right and wrong • be loyal, disciplined, logical, detail-oriented • view an understanding of history as a way to plan for the future • dislike conflict • seek out technological advancements • prefer hierarchical organizational structures Baby Boomers (1946-1964) are drawn to: • long hours at the office, including evenings and weekends • building their career over the long term and loyalty to their employer • viewing themselves and their career as one and the same • commitment to quality and doing a good job • “hanging tough” through difficult work situations and policies • finding solutions to problems • being in charge and respecting authority
Generation X (1965-1980) tend to: • prefer high-quality end results over quantity • set and meet goals and are very productive • multitask • balance work and life; like flexible working hours, job sharing • see themselves as free agents and marketable commodities • be comfortable with authority but not impressed with titles • be technically competent • value ethnic diversity • love independence Generation Y (1981-1994) tend to prefer: • effecting change and making an impact • expressing themselves rather than defining themselves through work • multitasking all the time • active involvement • flexibility in work hours and appearance; a relaxed work environment • teamwork • on-the-job training • getting everything immediately • a balance of work and life “It is quite simple and straight forward: we aim to provide great customer service in clean and well maintained facilities; in the most efficient and cost conscious manner; with the understanding our existence is to serve our Customers.”
Mr. Wayne Bardell Director FMWR Fort Leonard Wood
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