MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
08 AUGUST 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 Excellence is not an accomplishment. It is a spirit, a never ending process. OPEX & OPEX REFRESHER TRAINING DATES
OPEX 22 Aug / 19 Sep 0730-1630 AMCC
OPEX Refresher 23 Aug / 20 Sep 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
Aug Sep Oct Nov Dec
8-10 12-14 10-12 14-16 12-15
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!
Power of Positivity Think about a shopping experience. You go into two shops selling similar products. The first shop is not looking its best, the staff are talking to each other about how bad things are and the customers are not being acknowledged. The second shop is tidy and well looked after, the staff greet you in a friendly and welcoming manner and the manager tells you how well they are doing. Which shop would you buy from? Impact of your attitude on your business. Your attitude rubs off on your existing and potential customers, your staff, your suppliers and all those that you come into contact with. If you maintain a positive attitude, this will be infectious and those around you will pick up on your positive energy. Everyone in your facility will feel positive and customers will want to come thru your doors. This in turn will lead to you maximizing the performance of your business. If you maintain a negative attitude, the opposite is likely to happen. The result will be that the performance of your business will deteriorate.
Businesses who approach the current economic climate with a positive attitude are seeing their businesses perform better than those with a negative attitude. However taking a positive approach is not enough on its own. You also need to be realistic about the economic climate and market conditions. It is critical that you focus on making sure your business is in the best shape to weather the downturn and maximize the short and longer term performance of the business. This may be by improving productivity, enhancing customer service, changing your marketing activity, maximizing your repeat business, developing a new product or service, training staff or reviewing your cost base.
How to maintain a positive attitude? Look for the positive side. It is easy to focus on the negative when there is so much negative news around. However look for the positive side and focus on this. Be aware of your thoughts. Focus on how you think about different situations. If you see businesses closing down do you think that your business is next or do you see it as an opportunity to find new customers and maybe even increase market share. Challenge any negative thoughts and turn them into positives. Present a positive attitude to others. Even if you are feeling down, make sure you present a positive attitude to everyone you deal with. This will help you feel more positive and make others feel positive too. Focus on what has gone well. See things that have not gone so well as a learning experience. Be careful who you associate with. Surround yourself with people who have a positive attitude and avoid those who are negative. Focus on improving the performance of your business. Focus on getting your business in the best shape, maximize your short term and longer term business performance. Keep your business goals at the forefront of your mind. What are the goals for your business? Revisit them and make sure they are still relevant. Make sure all your current actions support your goals. Source: Liz Makin- Coaching, Mentoring & Stress Management
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