I found myself at an unexpected veterinary appointment today. We were on time, yet of course this particular vet was running behind as usual.
The tech came in to get my dog for her checkup. I watched as they had to drag her down the hall, looking back at me, with fear and a pleading look. I didn’t want to appear as a over protective doggy mommy, even if that was the truth, so I let her go. Now, I knew they were only checking her ears and she would be fine, but the fear in her eyes was tugging at my heart.
Then the [...]
August 20th, 2008, Author: Tawny Press
Tags: Customer Care, Customer Service
Posted in Customer Service | 1 Comment »
In my early days of purchasing, I quickly became aware of the many levels of customer service, and all were not positive experiences.
We began to view suppliers as partners, organizations we wanted to develop relationships, an environment of open door communication.
Our system was simple. We followed four steps to keep communication strong:
Feedback on what was done right
Feedback on areas of improvement
Feedback on issues that needed attention
Annual Quality Awards for the Best of the Best
Recently, I have had a few excellent experiences with a company named Uline. I called in an order to our local location a few miles away, expecting [...]
August 20th, 2008, Author: Tawny Press
Tags: Customer Feedback, Customer Service
Posted in Customer Service | No Comments »
What is LinkedIn’s real purpose? It is a social networking platform for making connections, right? Wrong.
Wrong? I was sure surprised to learn I had been using LinkedIn improperly.
Hmmm, that must be the reason they “blocked” me from contacting people in my groups, without their email address. LinkedIn was nice about it, stating they would remove it, if I basically acknowledged I now understood the concept.
Interesting enough, even if I had watched this video, and completely understood the concept of LinkedIn, I probably would have contacted “group” members. I consider a “group” as a collection of people sharing common interests and [...]
August 20th, 2008, Author: Tawny Press
Tags: Linkedin, Networking
Posted in Linkedin, Networking, Tips/Tools | 3 Comments »
When I first got involved in corporate training in the mid-1980’s, content development was King. Big binders were packed with tons of text on every page (often double-sided!) with very little white space. Such binders were housed what I like to refer to as the “Black Page Principle” because there was so much ink on every page in the training manuals. It seemed like many of these old school instructional designers were getting “paid by the pound” for training materials, not by usable content. These binders were placed on office shelves, where they usually remained unopened.
Through the 1990’s I noticed [...]
August 19th, 2008, Author: karlnewman
Tags: Corporate Training, instructional design, Powerpoint
Posted in Corporate Training, Training & Development | 2 Comments »
Anyone who knows me or engages with me on Twitter, soon realizes I believe in the power of Twitter. It has become one of my favorite daily social networking tools. A surprise considering I started with the question “what is a twitter”.
No morning paper for me anymore, just coffee, blogs and my Twitter peeps, for the first hours each day. Topics change by the minute as information is spread through Twitterville. Over the past few weeks, I have noticed an increase in brand discussion, the leading question, what brands are on Twitter?
The blog Fluent Simplicity dedicates an entire page titled [...]
August 15th, 2008, Author: Tawny Press
Tags: Branding, Marketing, Networking, twitter
Posted in Branding, Marketing, twitter | 1 Comment »
