Tag: Written

  • Ten Ways to Offer Better Customer Service

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    Today’s savvy customers not only want excellent service, they often expect it. Customer service was the main quality focus of growth and improvement for companies in the last few decades, which is why many now expect it. Companies can lose customers over bad customer service and may retain customers who feel treated respectfully. How well customer service works depends greatly on the attitude and training of company human resources, even those not in the service areas. Below are a few ways everyone can improve their customer service skills and attitudes. 

    1. Always smile when speaking with the customer, whether in person or on the phone. Smiling lifts your attitude and the positive ness can be heard in your voice. 
    2. Greet customers by saying hello, giving them your name, and asking them how you can help.
    3. Whenever possible, be empathetic. Let the customer know you understand their feelings and want to be of help in solving their problem.
    4. Be sure to ask for their name so you can call them by it when responding. This makes the conversation seem more one-on-one friendly rather than combative. If you are on the phone, get their phone number too in case you become disconnected or need to do research. With their phone number, you can call them back if necessary.
    5. If you must put a phone customer on hold or your computers are down, let them know how long the hold or downtime might be. If it will be more than a couple of minutes, you should give them the option of holding or having you calling them back when you have completed your research or when the computers come back up. The customer may choose to call you back, but never tell them that is what they must do. Be sure to call them back in the stated timeframe even if it is only to say you still do not have an answer. Lack of communication is often more frustrating for a customer than having to wait a little longer for results.
    6. If the customer is angry or determined to complain, stay calm and don’t take their criticism personally. Ask questions so you can get to the root of the problem or issue. However, do consider their criticism as suggestions for future improvement of your company processes and services.
    7. If you do not have an answer for the customer, do not make something up. Instead find someone who can give you the correct answer. Customers don’t like being lied to or patronized.
    8. Find the best way to resolve the problem and satisfy your customer without having to go through multiple levels of approval or breaking any rules. Multiple levels of approval only slow the process down and do not help the customer, so avoid them whenever possible. However, if you must get an approval, let the customer know the process and how long it may take and exactly when they can expect a result. You can often go the extra mile for the customer without breaking any rules or going against written policies. 
    9. Once the customer’s problem is resolved, ask if you can be of any help with anything else. Be sure to thank the customer before saying goodbye. 
    10. Always remember the golden rule is the best rule of thumb for customer service “Do unto others as you would have them do unto you.” 

    These are simple ideas to improve customer service skills and attitudes in employees. It is important to always remember that customers today expect excellent customer service and will go where they can find it. Companies lose customers over bad service. So offer great service instead to help retain customers.

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    Source by Shirley Lee

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  • Who Will Become Wealthy in the Information Age?

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    As you know, we’re now well and truly in the
    Information Age. It began about 10 years ago. In fact,
    many economists say it began in 1989, with the Fall of
    the Berlin Wall (and the start of the World Wide Web).

    To understand who will become wealthy in the
    Information Age, first we need to understand how the
    Information Age differs from the Industrial Age (born
    about 1860, died about 1989).

    In fact, let’s get a complete overview and go back to
    the Agrarian Age.

    In the Agrarian Age, society was basically divided
    into two classes: the landowners and the people who
    worked on the land (the serfs). If you were a serf,
    there wasn’t much you could do about it:
    land-ownership passed down through families and you
    were stuck with the status you were born into.

    When the Industrial Age arrived, everything changed:
    it was no longer agriculture that generated most of
    the wealth, but manufacturing. Suddenly, land was no
    longer the key to wealth. A factory occupied far less
    land than a sheep farm or a wheat farm.

    With the Industrial Age came a new kind of wealthy
    person: the self-made businessman. Wealth no longer
    depended on land-ownership and the family you were
    born into. Business acumen and factories were creating
    a new class of wealthy person. But it still required
    enormous capital to build a factory and start a
    business.

    Then came the World Wide Web (in about 1989) and
    globalization. Suddenly, everything changed again.

    Factories (or real estate) were no longer necessary to
    run a business. Anyone with a website could start a
    business. The barriers to wealth that existed in the
    Agrarian Age and the Industrial Age were completely
    gone. People who could never have dreamed of owning
    their own business were making millions from their
    kitchen table.

    Of course, the Information Revolution didn’t begin
    in 1989.

    It began in 1444 when Gutenberg invented the printing
    press in Mainz, Germany.

    But the printing press (newspapers, magazines,
    paperbacks) belonged to the Industrial Age, not the
    Information Age.

    The printing press is a ‘one-to-many’ technology. The
    Internet is a ‘many-to-many’ technology. And that was
    what changed in 1989.

    The Industrial Age was about centralization and
    control. The Information Age is about
    de-centralization and no control. No government and no
    media magnate controls the Internet. This is the
    crucial thing to understand about the Information Age.

    As we moved from the Agrarian Age through the
    Industrial Age to the Information Age, there’s been a
    steady collapse of the barriers that kept one section of
    society wealthy and the other section poor.

    In the Information Age, literally anyone can become
    wealthy.

    So now that we have a clearer picture of how the
    Information Age differs from the Industrial Age, let’s
    ask that question again: ‘Who will become wealthy in
    the Information Age?’:

    (1) People Who are Self-Taught

    To explain this better, let’s go back to the Agrarian
    Age and the Industrial Age, and the Transmission of
    Skills.

    In the Agrarian Age, skills were passed on from father
    to son. If you wanted to learn how to be a blacksmith
    you had to be a blacksmith’s son. If you wanted to
    learn to be a stone-mason, you had to be the son of a
    stone-mason.

    With the coming of the Industrial Age, all this
    changed. You could go to University and learn whatever
    skills you wanted. Knowledge was freely available.

    But in the Information Age, the Transmission of Skills
    is changing once again.

    The skills necessary to succeed in the Information Age
    are not being learnt from our parents (as in the
    Agrarian Age), nor are they being learnt in schools
    and colleges (as in the Industrial Age). Children are
    teaching their parents computer skills. And many of
    the entrepreneurs who start hi-tech Internet companies
    have never been to college.

    The millionaires (and billionaires) of tomorrow
    probably won’t have a college education. They will be
    high-school drop-outs, self-taught people.

    (2) People with New Ideas.

    Again, it’s the people who are able to think outside
    of the existing structures who will become wealthy in
    the Information Age. Often, it’s just a Simple Idea
    that launches people to success in the Information
    Age.

    Take Sabhir Bhatia, for example – the man who invented
    Hotmail. Bhatia was a computer engineer working in
    Silicon Valley. He had no previous business
    experience, whatsoever.

    But one day, while he was driving back from work, a
    friend called him on his cell phone and said that he
    had an idea: What about starting a free, web-based
    email service? Bhatia knew this was the idea he’d been
    waiting for. He told his friend to hang up immediately
    and ring him at home on a secure line.

    Three years later he sold Hotmail to Microsoft for
    $400 million.

    (3) Writers

    The third group who will become wealthy in the
    Information Age are Writers.

    In the Industrial Age, Writers depended on large
    publishing Houses to get published (remember that the
    printing press is an Industrial Age technology – it is
    centralized and controlled). And the Publishing Houses
    took the lion’s share of the profits.

    In the Information Age, Writers are doing their own
    publishing – and keeping most of the profits
    themselves. Indeed, Writers are flourishing on the
    Web – mainly through eBooks and Ezine Articles.
    But even if you don’t write eBooks or Ezine Articles,
    if you own a website, you are a Writer.

    Why?

    Because the Internet is basically a written medium. It
    favors writers, people who are able to communicate
    effectively through the written word. Remember, it’s
    not the graphics on your website that sell, it’s the
    words you use.

    In the Information Age, we’re all Writers!

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    Source by

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  • Combine Language Learning and Technology to Explode Your Teaching and Learning Success

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    Are you looking to boost your English language teaching or learning skills to yet ever higher levels? Would you like to stimulate more interest in your language classes or break out of a slump or plateau? Combine the use of a variety of language learning techniques with continually developing technology to spur your successes. Here are some useful ideas and web sites to get you started.

    BLOGS

    A Web Log or Blog, is not unlike a dairy you keep online. You can write instructions, an essay or post any type of information you want. Graphics and images can be included to illustrate the written material. Sound and audio-visual files can also be placed into a blog for added impact. A teacher can post a reading or assignment where students can comment right online. No papers, no clutter and you can view it almost any time. Blogs are becoming easier to use and access and many sites allow you to set one up for free.

    ONLINE VIDEO / AUDIO

    Most professionals have an e-mail address or two. Your e-mail can now become a communicative tool between you and the learners. E-mail can now also include the use of images and sound or audio-visual clips, as well as the message text. Learners can send in assignments as attachments or pasted into the body of the e-mail. They can ask questions and receive timely feedback without waiting for the next class session. Teachers can send out instructions, updates or other information to learners individually, or as a group also without having to wait for the next scheduled class session.

    No computer? No problem. In many parts of the world e-cafes are so cheap they’re actually a viable alternative that students can easily afford. Whole “communities” of young learners are based on hangouts at e-cafes in some cultures. Talk to your students about it. You might be surprised.

    USE OF ONLINE RESOURCES for TEACHING / LEARNING

    The use of online games, EFL practice sites student and teacher forums, communities and activities has exploded in recent months in many parts of the world. Virtual communities and online reference libraries now enable learners to problem-solve, research a paper or to more quickly complete assignments that formerly would have taken disproportionately large amounts of time to complete. For example, a few sites worth mentioning include:

    o http://www.books.google.com/

    A web site which offers free access to books that can be read on-screen

    o http://www.universia.net.co

    This is a site which has a lengthy listing of virtual libraries in almost any genre and connects more than 900 mostly Spanish language libraries

    o http://www.redclara.net

    This site interconnects an advanced academic network of Latin American libraries

    o http://www.lablaa.org

    This site allows you access and read a large number of its collected works online and contains exposition pages

    o The official Project Gutenburg web site contains an extensive listing of literary works in English which have entered the Public Domain. It’s online at: [http://promo.net/pg/]

    Try some of these useful ideas and web sites to get you started in combining the use of a variety of language learning techniques with continually developing technology to explode your English language teaching and learning successes. If you need to know more about using these or other new technologies to boost student interest and motivation making your English language teaching more effective, feel free to e-mail me at the address below with questions or comments.

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    Source by Larry M. Lynch

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  • Use Caution With Do Not Resuscitate (DNR) in Living Wills

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    All people including lawyers need to use caution with Living Wills and the Do Not Resuscitate (DNR) clause. Our relative who was an Emergency Medical Technician (EMT) for 17 years said he would not sign a DNR because he thought if he did that it would allow physicians to cause his death. We respected his decision but could not believe that physicians who mainly preserve life would be anxious to end life. However, it turns out he was correct, a Do Not Resuscitate (DNR) document does give a nursing home or a physician a green light to determine when or if a person can get medical care to preserve life.

    When you are signing paper work to place your loved one in a nursing home they will tell you how humane a Do Not Resuscitate (DNR) clause is, not requiring Cardiopulmonary Resuscitation (CPR) and/or a defibrillator which can break your loves one’s ribs. However, they do not inform you how bad it is for your loved one if they lose their mental or physical faculties unable to communicate their wishes for medical care and uncaring people determine the DNR means that they do not want medical care to extend their lives. Although my wife had a power of attorney requesting medical care for her Father, the Nursing Home staff just ignored us and our attempt to preserve the life of our family member.

    It turns out they had our relative sign a DNR while in a mental fog of an infection. The physician made a misdiagnosis claiming this patient’s daughter (my wife) was mentally ill for trying to honor her Father’s last wishes. She could not adequately communicate with her Father so she had reservations about sanctioning an amputation of his leg without his consent which I thought was prudent. This physician had never even met or talked to my wife and had no psychiatric credentials we are aware of. But when a physician makes a notation in a medical file it has powerful weight with a Court even if the information is false. So the nursing home staff took the physicians view declaring my wife crazy for trying to preserve the life of her Father thus over ruling her rights as a power of attorney and were going to legally expunge the life of her Father who wanted to live.

    Thus, a DNR in some circumstances can be more powerful than a power of attorney. I do not believe we are the only victims of this abuse of a DNR clause that some misguided people use to prematurely extinguish the value of human life. The common practice with the fervent sales pitch to get family members to sign a DNR out of humanity may be valid to a certain extent, but it can also be abused by people who believe they have the right to determine when a person dies.

    Including a clause or adding a hand written notation that the DNR does not give any party the right to deny medical care to your loved one is advisable. A DNR has the ability to convert a physician or nursing home staff into a psychopath and you should have reservations about signing such a document.

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    Source by Dale Adams

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  • How to Build a Structured Sales Pipeline

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    Following on from my earlier article “Developing a structured pipeline – The Issues” this article describes how to build the all too elusive, structured sales pipeline.

    So to recap: what should a structured pipeline report aim to achieve?

    Firstly, it should enable you to view each sale in a consistent manner.

    Second, it should clearly identify if a sales opportunity has progressed or stagnated.

    Thirdly, it should contained a factoring index which will more accurately reflect the true value of the pipeline

    Fourthly, it should provide sales and/or company management with a consistent and reliable prediction of business that should be closed in the forthcoming period.

    Fifth, it should be simple and relatively easy to complete (salespeople as a breed are poor at filling in reports).

    Sixth, it should be focused on numbers rather than opinion.

    To build a consistent view of each sales opportunity take the sales cycle in your business and break it down into discrete milestones.

    So for example,

    – Milestone 1 is a lead or an enquiry who has identified desire to purchase your product or service.

    – Milestone 2 to progress the sale you need to demonstrate the product

    – Milestone 3 they have the budget to pay for your product

    – Milestone 4 you have submitted a proposal

    – Milestone 5 you’re on the shortlist

    – Milestone 6 you have a verbal order

    – Milestone 7 you have a written order.

    The next step is to put percentages against these milestones for example,

    1) 5%,

    2) 10%,

    3) 20%,

    4) 25%,

    5) 50%,

    6) 90%,

    7) 100%.

    This approach allows you to build a factored pipeline i.e. the value of the opportunity time the percentage milestone. Don’t get hung up about whether the percentages should be this or that number what we are building is something that will give you a consistent view across all your sales opportunities and not something which reflects the precise chance of winning per opportunity. The progress of the sale can be shown in any way you like; this could be as a table, a graph, or a set of traffic light colours going from red to green as you move along the sales process. Other information you need is simple the prospect name, if it is a new or existing customer, the value of the opportunity and a projected win date.

    By constructing what I have described you’ve gone a long way to getting a grip on your sales performance, you’ve now turned sales reporting into a set of numbers which over time you can analyse. For example you’ll see which sales have stagnated because they wont have moved along the pipeline for a period of time, you’ll be able to identify how overoptimistic you sales force are by comparing the projected win date with the actual win date. Most commonly this is between 3-6 months.

    Now that you have a factored pipeline you can start to build up metrics on the relationship between the size of your pipeline and your monthly sales. It also now enables you to look forward because as your factored pipeline rises and falls to will your sales, thus you can act early as soon as you see your pipeline numbers dip.

    You’re now at last starting to get some sensible numbers to enable you to plan your business and you have moved from a jolly nice chat to a shorter focused and more effective sales meeting. As the Meerkat would say “simples.”

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    Source by Laurence Ainsworth

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  • What’s the Best Way to Make Money at the Dog Track?

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    Success at the dog track is measured by how much money you make. It’s as simple as that. If you walk out with less money than you walked in with, you have a problem. If you walk out with more money than you walked in with, on a regular basis, you’re a winner. Of course, we all have our losing days, but you need more winning days than losing ones.

    So, what’s the best way to make sure that your bankroll grows rather than shrinks? While there are a lot of different ways to handicap greyhounds, I think that there’s only one way for most people to get to where they can make money at the track almost every time they go. You do it by starting small and building up to making bigger bets.

    Your instinct might be to make big, complicated bets – wheeling and keying dogs in trifectas and superfectas. Unless you have very deep pockets, phenomenal luck and fantastic handicapping skills, you’ll lose your shirt. Instead, here’s the best way to win money and keep more of it at the dog track.

    Start with win bets. Find the best dog in a race and bet it to win. Use a good handicapping system and don’t bet too many bets on a program. Betting every race is the quickest way I know to empty your pockets and get discouraged. However, DO handicap every race. Play the ones you’re surest of and just watch the rest and see if your pick wins.

    No one can pick a winner in every race, I don’t care how good they are at picking dogs. On a program with 10 races, the average beginner should bet no more than 3-4 dogs. Do that until you’re hitting enough so that you’re ahead on almost every program. It’s very important to keep good, written records of your picks. No changing your mind after the race because you would have picked a dog. Be honest with yourself and keep track of your wins.

    When you get to where you’re picking enough winners to make a profit on them on a regular basis, increase the amount of your win bets. That’s all there is to making a consistent profit at the track. Once you’ve mastered this, you can go on to quinielas, trifectas and even superfectas. But until you develop your handicapping skills, stick with small win bets on a few races. It’s very hard to do, but worth it in the long run.

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    Source by Eb Netr

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  • How to Attract Wealth by Altering Your Invisible Field?

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    Wealth attraction means more than just inviting more money into your life. It means having fulfilling relationships, love, wealth, health, career and success. If you agree that money is not the only yardstick for wealth, and like to know how to attract wealth by altering your invisible field, you are in the right place.

    First, what is this invisible field? It is the aura that surrounds us. Most of us can’t see this glowing field, but certainly we can feel it.

    Think about this: Have you ever experienced someone standing quietly behind you? It might be your boss watching what you were doing, or a friend planning to give you a surprise. For whatever reason, you would have felt their presence unless you were overly engrossed in your task. The reason why you could feel it was because another invisible field impinged into yours. And that invisible field is the aura.

    Our aura is not only invisible, it is also magnetic. What you attract into your life first manifests in your aura, then in reality. Of course, the manifestation in the aura is not in term of events or objects. Instead, it shows in the shade, shape, condition and colors of the aura.

    Simply put, by changing your aura, you can attract abundance. So how to attract wealth by changing the aura? The 5 step formula for manifesting abundance are as follows:

    1) Create a Clear Picture of Your Desire – First is to be clear and concise on what you want. For simplicity, let’s say you want more money. Write down the amount. Start with what you expect to have 3, 6 and 12 months from now. Check your emotions when you put down the value. If you feel uneasy, adjust the amount till you feel manageable.

    Based on the amount you have written, see yourself celebrating and holding more money progressively.

    2) Get the Aura Tool for Wealth – The truth is you can use visualization to change your aura. But it is easier and faster with crystal. Why crystal? How does it work? The vibe of each type of crystal is unique, consistent and pure. Because of this special characteristic, each crystal has an aura of specific shade and color.

    By leveraging on these stones we can alter our aura to attract wealth. But how to attract wealth with crystal?

    Depending on your definition of wealth, first select a suitable crystal. But since we used money as the example earlier, let’s continue with it.

    For money, we will go with citrine. This stone is a renowned money magnet and mood lifter. Get a citrine crystal sphere of 2 inches or more – the bigger, the better.

    3) Preparing your Wealth Tool – You need to cleanse, charge and program it with the wealth images you have created in step 1.

    Soak the citrine in sea salt water overnight. Rinse with distilled or filtered water and sun it for about half hour. Next place the citrine on your left palm and visualize the images you have created earlier. During visualization, stay relaxed, happy and fulfilled.

    4) Wealth Meditation – In step 4 on how to attract wealth, meditate with the citrine. You can adopt the “sitting on char”, half lotus or full lotus posture. Hold your citrine in your left hand and firmly supported with the right below.

    Meditate for 30 minutes for 7 consecutive days. It will be better to do it for 49 days straight. During meditation, again visualize the created images to reinforce the wealth attraction power.

    5) Release the Feeling – At the end of the meditation, let go of the images and feelings. Place the citrine by the side of your bed and carry on your usual daily tasks.

    With the help of citrine, you have infused your aura with the right shade and colors for wealth attraction. Congratulation!

    Having learned how to attract wealth by changing your aura colors, you must be impressed with what crystals can do for you.

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    Source by Glen Lim

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  • What Is the DXY Dollar Index?

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    The DXY is an indicator that many market watchers and commentators reference and quote. So what is the DXY or US Dollar index?

    The DXY is a geometrically weighted index of some of the major trading partners of the United States. The composition if the DXY Index is heavily weighted towards the Euro and European countries that have not joined the European common market. The components of the DXY Index are (by weighting): Euro (57.6%), Japanese Yen (13.6%), Great Britain- Pounds Sterling (11.9%), Canadian Dollar (9.1%), Swedish Krona (4.2%), and Swiss Franc (3.6%). Because of the composition of the DXY, it is sometimes referred to as the Anti-Euro Index.

    The DXY is a convenient index to use as a simple method for referencing strength and weakness of the US Dollar (USD). But its ubiquity disguises the fact that it does not reflect the value of the dollar against a broad enough basket of currencies. The DXY was created by JP Morgan in 1973, and it has only been updated once, for the introduction of the Euro currency.

    The DXY is heavily weighted towards European currencies, it underweight’s the Canadian Dollar, as a proportion of US trade, and it largely ignores important Asian and Pacific trading partners, including Korea, Australia, Taiwan and necessarily China. Even if one were interested in including the Chinese Renminbi (Yuan) it would be both difficult and of questionable informational value to include the Renminbi because China keeps their currency pegged to a range that is based on the dollar.

    A more accurate basket of currencies to track the relative value of the USD would be to value the dollar against the top US trading partners. The top 6 US trading partners, from high to low are: Canada, China, Mexico, Japan, Germany and the UK. It’s hard to say why JP Morgan created this index and how it came into such prominence. One odd thing about this index is you cannot trade it. There is no market that you can go to and buy the DXY. The closest you can get are futures and options contracts traded on the InterContinental Exchange (ICE).

    If it’s so inaccurate, then why is it so widely quoted? While there are more accurate ways to benchmark the USD, absolute precision is not always important for an indicator. Many traders and institutions likely have their own indices that they use to track the USD, but for the sake of comparison, it is very convenient to have a common index. The DXY is also highly correlated to a trade-weighted index most of the time. Relative strength or weakness moves by the USD represents huge flows of money. As I’ve written previously, the recent +10% move by the DXY represents more than $1 trillion of nominal wealth destruction. Moves of this magnitude do not happen in a vacuum and the relative weakness of the DXY is mirrored by corresponding weakness in the trade-weighted index.

    While there are shortcomings, the DXY does serve as a reliable indicator of USD strength and weakness and can be used as such, as long as one keeps in mind that it will occasionally be skewed if there are large currency moves that occur in the Euro.

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    Source by Christian Koch

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