Friday, January 30, 2015

6 Principles of Customer Service Etiquette

The principles of customer service etiquette should be integrated into every facet of your organization because providing superior customer service is the most effective way to distinguish your business from the competition.
Employers have a responsibility to set and effectively communicate the ground rules for how an employee should operate within their company. Often an employee is issued a manual or orientation without any formal training on the company's unique culture or way of conducting business. With this lack of understanding, you have employees in effect defining the company's policies based on their social norms, which leads to the loss of productivity, morale, and profitability.
Empower your employees by teaching them the six principles of customer service etiquette. Properly train and educate your employees on how to interact and communicate with customers to deliver superior customer service, cultivate long-term relationships with clients, build customer loyalty, and differentiate your business from the competition.
6 Principles of Customer Service Etiquette: 
  • Smile and demonstrate good manners. Teach employees to smile, leading by example. Establish a culture of high quality customer service and commit to deliver superior service whether over the phone or face-to-face.
  • Make customers feel comfortable, valued, and appreciated. Be knowledgeable of and understand the relevant policy and procedures.
  • Treat customers with respect, empathy, and efficiency.
  • Listen actively to be responsive and exceed customer expectations.
  • Effectively resolve the customer's problem.
  • Say "Thank you" and "Please" graciously.
Sofitel Philadelphia
I received this Thank You note from a Sofitel Philadelphia staff member. The Sofitel has mastered how to transform their business into an experience. Build prosperous relationships by treating customers as you want to be treated.
Click Success with Etiquette: Book of Etiquette to learn proven methods on how to gain a competitive edge to win in today's challenging global market and increase profitability. The book benefits all professional levels and is a concise guide to valuable etiquette techniques and effective communication skills to grow your company's revenue, advance your career, and build client/customer loyalty with positive first impressions.
For more business etiquette tips, visit www.successwithetiquette.com.
Success with Etiquette: Book of Etiquette is required course material for Austin Community College Hospitality Management Program.
Shawn E. Gilleylen is a business etiquette expertprofessional speakercorporate trainer, and author. She is the founder of Administrative Support Associates, a firm specializing in business etiquette training and workplace communication. Shawn helps businesses ensure best practices become standard procedures which result in enhanced customer experience, efficient operations, and higher profitability. Shawn keynotes at conferences, conducts etiquette trainings/workshops, and one-on-one coaching.
Follow Shawn by clicking Facebook and Twitter.
Recent Posts from Shawn:

Tuesday, January 27, 2015

How To Make A Proper Introduction


Have you ever questioned your introduction skills? If not, you should since making a proper introduction is a form of business etiquette and sets the tone for how others perceive you. Learning proper introductions not only enhances your business savvy but boosts your self-confidence.
Years ago, I was meeting with my boss, awaiting our guest. As the guest arrived, I escorted her to meet the boss. I’m an astute business professional who has worked with U.S. Senators, dignitaries, and CEOs; however, at this moment of introduction, all confidence flew out the window. They were both VIPs in the world of business so who do I introduce first: man or woman, boss or guest, older or younger, tall or short?
Honestly, it was all a glaze as I failed to make a proper introduction while feeling like a dried up raisin in the sun. At that moment, I vowed to improve my business savvy and learn how to make a proper introduction to exude competency and confidence. Making a proper introduction demonstrates your level of acumen and respect for others.
Like the old adage goes, “You never get a second chance to make a good first impression,” which includes making a proper introduction. When you lose your self-confidence, it’s conveyed in your posture, facial expressions, intonation, and demeanor, so even if people never tell you, which they won’t, they recognize your mistakes and lack of confidence.
To avoid feeling socially awkward and to present a poised, polished, and professional image upon meeting and making introductions, here are eight guidelines to follow:
  • Introduce people in business based on rank, not gender or age.
                  “Mr. President, may I introduce Ms. Chief Financial Officer.”
  • In business, the client or guest outranks the boss or co-worker and should be introduced first.
“Mr. Client, may I introduce to you Ms. Boss, President of the company.
                “Ms. Guest, may I present Mr. Chief Executive Officer.”
  • Women and men should stand when introduced. Always smile and maintain eye contact.
  • Shake a woman and man’s hand the same, straight up and down. Extend a good, firm (not painful) handshake to exhibit respect, trust, and acceptance.
  • Keep the forms of address equal to avoid differential treatment or the appearance of preferential treatment.
                 Proper Into: “Mr. Byrd, may I introduce Ms. Jones.”
                 Improper Intro: “Al Byrd, may I introduce Mr. Jones”. 
  • Never use an honorific such as Ms., Mr., or Dr. to introduce yourself.
                Proper Intro: “Good evening, I’m Kevin Williams from Money, Inc.” 
                Improper Intro: “Good evening, I’m Mr. Williams.”
  • Demonstrate professionalism and credibility by clearly stating your full name.
  • Do not call a person by his or her first name when meeting or being introduced for the first time. Use their title and last name until invited to be on a first-name basis.
Maintaining a competitive edge in the business world differentiates you from the competition. The most important advice I can give you is to keep learning and enhancing your business and social skills to boost your success with etiquette.
Click Success with Etiquette: Book of Etiquette to learn proven methods on how to gain a competitive edge to win in today's challenging corporate market and increase profitability. The book benefits all professional levels and is a concise guide to valuable etiquette techniques and effective communication skills to grow your company's revenue, advance your career, and build client/customer loyalty with positive first impressions.
For more business etiquette tips, visit www.successwithetiquette.com.
Success with Etiquette: Book of Etiquette is required course material for Austin Community College Hospitality Management Program.
Shawn E. Gilleylen is a business etiquette expertprofessional speakercorporate trainer, and author. She is the founder of Administrative Support Associates, a firm specializing in business etiquette training and workplace communication. Shawn helps businesses ensure best practices become standard procedures which result in enhanced customer experience, efficient operations, and higher profitability. Shawn keynotes at conferences, conducts etiquette trainings/workshops, and one-on-one coaching. 
Follow Shawn on Facebook and Twitter.
Other Posts from Shawn:

Thursday, January 22, 2015

Boost Your Success with Etiquette

Transforming Learning Into Performance

Etiquette. What does etiquette have to do with my success?
Etiquette is an often overlooked but critical factor in our professional and financial success. It extends beyond table manners and permeates our daily social interactions. Treating people with respect, consideration, and honesty defines good etiquette. It’s quite simple: The nucleus of a prosperous relationship depends upon how you make a person feel.
Successful businesses recognize that the cultivation of professionalism is an integral part of business development that enables you to build effective relationships to gain access to opportunities.
Golden Rule of Etiquette
The golden rule of etiquette that has contributed to my business success and expanded clientele is making people feel comfortable, valued, and appreciated. Recently, I competed against larger competitors for a sizable contract and won. According to the client, my personality and awareness of the company’s culture outshined the competition.
In today’s highly competitive business world, technical knowledge and expertise is no longer enough to ensure workplace success. The ability to get along well with others, demonstrate good manners, cultivate relationships, and deliver superior customer service is essential to business growth and career success. Companies hire individuals who fit the image and culture of their organization. People do business with people they trust and who mirror their value system.
Think about it. Who would you want on your team, Larry the know-it-all genius who complains non-stop and interrupts your concentration or Bob with good social skills who effectively communicates and interacts with colleagues while confidently conducting himself in the workplace.
Perception
Bad etiquette is costly and impacts morale -- resulting in the loss of profits. People equate bad manners with incompetence and poor upbringing. Negative body language and gestures such as a weak handshake or shifty eyes convey the lack of etiquette. Unfortunately, employers won’t tell you the real reason why you weren’t hired; thus, you must be conscious of how you want others to perceive you.
Practicing good manners should be a way of life and etiquette can differentiate you from your competition. Without proper etiquette skills, upward mobility in the workplace is simply unattainable.
The Challenge
Learn the etiquette skills to boost your success as well as ways to improve your professional image, communication skills, and business savvy. Understand the principles of proper etiquette and how these factors can enhance or undermine your workplace success, business growth, and reputation with customers.
Click Success with Etiquette: Book of Etiquette to learn proven methods on how to gain a competitive edge to win in today's challenging corporate market. The book benefits all professional levels and is a concise guide to valuable etiquette techniques and effective communication skills to grow your company's revenue, advance your career, and build client/customer loyalty with positive first impressions.
For more business etiquette tips, visit www.successwithetiquette.com.
Success with Etiquette: Book of Etiquette is required course material for Austin Community College Hospitality Management Program.

Shawn E. Gilleylen is a business etiquette expertprofessional speakercorporate trainer, and author. She is the founder of Administrative Support Associates, a firm specializing in business etiquette training and workplace communication. Shawn helps businesses ensure best practices become standard procedures which result in enhanced customer experience, efficient operations, and higher profitability. Shawn keynotes at conferences, conducts etiquette trainings/workshops, and one-on-one coaching. Visit Shawn on Facebook at www.facebook.com/successwithetiquette.

Sunday, January 18, 2015

Professional Image: Spot Check

Poised, Polished, and Prepared

One of life's most embarrassing preventable moments: "OMG! Why didn't someone tell me I had lettuce stuck in my teeth?"
If only people had the guts to tell you the truth, we wouldn't have to feel like dried up raisins in the sun, lose self-confidence, look a "hot mess," or crawl under a rock from sheer humiliation.
Don't blame others - SPOT CHECK! Before your next meeting, interview or face-to-face, check the mirror and ask yourself or someone, honestly, "Do I look presentable, appropriate, and approachable?"

10 Simple Spot Check Rules:

1. Dress for Success not Dollars
2. Clear the Debris: Eyes, Nose, Teeth (ENT)
3. Coif the Mane
4. Cosmetic Clown: Soft, Simple, Subtle Make-Up
5. Color Coordinate: Shoes & Socks, Jacket & Pants or Skirt
6. Zip the Zipper
7. Peek-A-Boo: I See Tattoo
8. Dimples + Lines=Too Light & Too Tight
9. Positive Posture: No Slump Dumps
10. Smile. Express Enthusiasm!
Success is never final. Click Success with Etiquette: Book of Etiquette to learn proven methods on how to enhance your business and social skills to win in today's competitive global market. Success with Etiquette: Book of Etiquette is required course material for Austin Community College Hospitality Management Program.
Success with Etiquette: Book of Etiquette is a concise guide to valuable etiquette techniques and effective communication skills to boost your professional image, grow your revenue, advance your career, and build client/customer loyalty with positive first impressions.

For more business etiquette tips, visit www.successwithetiquette.com.


Shawn E. Gilleylen is a business etiquette expertprofessional speakercorporate trainer, and author. She is the owner of Administrative Support Associates, a firm specializing in business etiquette training, professional image, and workplace communication. Shawn keynotes at conferences, conducts etiquette trainings, workshops, teleseminars, coaching, and one-on-one etiquette consultations.