Engage, Communicate, Succeed

Santhanaram Inc. Jayaram

Description

Chapter 1 is about actively engaging the disengaged part 1. The key to a successful relationship is not only to be clear of the task and communicating it but taking the time to understand others. In this unit we discuss about the art and the science of employee engagement and about the customer engagement through service recovery.

Chapter 2 is a continuation of actively engaging the disengaged. The key to a successful relationship is not only to be clear of the task and communicating it but taking the time to understand others. In this unit we discuss about look at the root (thought), not at the Fruit (results), getting to know people much better and questioning techniques to gain control.

Chapter 3 is about customer is king. All of us serve customers in one way or the other. Some of us deal with the customers directly. Some of use relate to customers by being part of a long chain. If we are unable to satisfy customers, not only does it damage our jobs and our businesses, but it also affects as internally as a person. In this chapter, we will study about knowing the 4 As in customer loyalty, the buying process used by the consumers and the seven points to develop our personality for customer service.

Chapter 4 is about giving some structure to creativity. Creativity is a huge resource. However, creativity can be problematic if we do not structure it. In this chapter, we will learn how to structure our creativity by using the following techniques of brainstorming, defining our goals and listing the obstacles.

Chapter 5 is about public speaking and leadership. In this chapter you will learn how to impact with an impression - Organize the change in your speech, the five dynamic thoughts to engage your audience and the seven tools that would help you achieve the desired Effect – Leadership.

Chapter 6 is about how to be rich and happy. In this chapter you will learn how to energize the magnet that attracts money and how to switch on your happiness button.

Sujets

• Santé et bien-être
• Bien-être émotionnel
• Développement personnel
• Bien-être
• Bien-être
• Bien-être
• Bien-être
• Personal Growth
• Self-help
• Success
• développement personnel

Informations

• Publié par: eBookIt.com
• Date de parution: 21 février 2013
• Nombre de lectures: 0
• EAN13: 9781456611835
• Langue: English

Extrait

Engage, Communicate, Succeed
 
by
Santhanaram Jayaram
 
 


Copyright 2012 Santhanaram Jayaram,
All rights reserved.
 
Published in eBook format by eBookIt.com
http://www.eBookIt.com
 
ISBN-13: 978-1-4566-1183-5
 
No part of this book may be reproduced in any form or by any electronic or mechanical means including information storage and retrieval systems, without permission in writing from the author. The only exception is by a reviewer, who may quote short excerpts in a review.
 
 

Dedication
 
To Mum(Vasanta),
Dad(Jayaram),
Sister(Dharma),
Bro-in-law(Guru),
Nephew(Arjun)
& Niece(Akshal)
 
Overview of this book
Chapter 1 is about actively engaging the disengaged part 1. The key to a successful relationship is not only to be clear of the task and communicating it but taking the time to understand others. In this unit we discuss about the art and the science of employee engagement and about the customer engagement through service recovery.
Chapter 2 is a continuation of actively engaging the disengaged. The key to a successful relationship is not only to be clear of the task and communicating it but taking the time to understand others. In this unit we discuss about look at the root (thought), not at the Fruit (results), getting to know people much better and questioning techniques to gain control.
Chapter 3 is about customer is king. All of us serve customers in one way or the other. Some of us deal with the customers directly. Some of use relate to customers by being part of a long chain. If we are unable to satisfy customers, not only does it damage our jobs and our businesses, but it also affects as internally as a person. In this chapter, we will study about knowing the 4 As in customer loyalty, the buying process used by the consumers and the seven points to develop our personality for customer service.
Chapter 4 is about giving some structure to creativity. Creativity is a huge resource. However, creativity can be problematic if we do not structure it. In this chapter, we will learn how to structure our creativity by using the following techniques of brainstorming, defining our goals and listing the obstacles.
Chapter 5 is about public speaking and leadership. In this chapter you will learn how to impact with an impression - Organize the change in your speech, the five dynamic thoughts to engage your audience and the seven tools that would help you achieve the desired Effect – Leadership.
Chapter 6 is about how to be rich and happy. In this chapter you will learn how to energize the magnet that attracts money and how to switch on your happiness button.
Chapter 1
Actively Engaging the Disengaged part I
The key to a successful relationship is not only to be clear of the task and communicating it but taking the time to understand others. In this unit we discuss
• The Art and the Science of Employee Engagement
• Customer Engagement through Service Recovery
Employee Engagement: The Art and the Science
Task and relationships are two major ingredients that take place in any form of interaction. The sooner organizations can realize that if they want to focus on getting things done according to importance and urgency, they would have to look into qualities of experience from the relations of the employees.
Organizations do have an interest, to make their shareholders happy. The mission of most organizations would be to increase their sales turnovers, to reduce their overheads and make great profit.

Do we spend time in a relationship to better understand our employees?
What we focus on will expand. If we keep focusing on getting employees engaged in their task, have we overlooked some areas? Do we spend time in a relationship to better understand our employees? What makes them engaged at work? There is a greater driving force that allows more work to be done with greater efficiency and effectiveness by just connecting with them on a deeper level.

Task and relationships are two major ingredients that take place in any form of interaction.
Some thought triggers about employee engagement.
• Are we investing time understanding our direct contacts such as supervisors, subordinates and any other internal customers?
• Are we taking an active role understanding the talents, style and skills our employees possess?
• What are the company values, our values and others values?
• What engages them at work?
• What disengages them?
• When was the last time you invested in better understanding their values and expectations?
• Do we focus more on the task and forget about the relationship?
Are we using technology such as text messages, emails and letters that we lack the human touch?
The key to a successful employee-employer relationship is not only to be clear of the task and communicating it but taking the time to understand others. Why do I say this? Allow me to share with you an experience encountered by a friend. He engaged a few staff to work for him to complete a project. Initially they were very extremely committed and enthusiastic. However, in the heart of the project he faced so much of excuses raised by the employees and witnesses a reduction in productivity that resulted in the delay of the project. Fortunately my friend believes strongly in empathy. Being a people-oriented person, he invested the time understanding their concerns, values and aspirations. Just by that experience, working on those interactions and relationship, he was able to secure an extremely committed and happy team and many projects and contracts.

Are we using technology such as text messages, emails and letters that we lack the human touch?
I would like to strongly urge you on to look into this matter. Are we spending enough time in better understanding our employee?
Building Customer Relations: The Art of Service Recovery
"Do what you do so well that they will want to see it again and bring their friends."
- WALT DISNEY
 
It is very hard to keep customers, so take care of them if not the competition will.
Serving a customer could be quite challenging at times. It is always good to have patience and understanding. Most instances the customers would come back.
What is service recovery?
Probably it is the process of making the things right after something has gone wrong. When something does not meet with the customer's expectations, how do we deal with or handle them? What could our goal be?

Prevent and uproot the problem before it snowballs.
One thing is certain are that our goal is to drown the customer's bad experience with a surfacing great experience. We have to prevent and uproot the problem before it snowballs into becoming a "formal" complaint.
Why is it important to indulge in service recovery?
It certainly would make the difference between customers leaving the experience being annoyed, angry and disappointed with ill feelings verses leaving the scene delighted, satisfied and remaining loyal.

Our goal is to drown the customer's bad experience with a surfacing great experience.
One thing for certain is that it decreases risk to the organization and it would definitely make our lives so much easier, even in the long run.
It lets us know that we can better meet the customer expectations and needs and that we can make a positive impact on the lives of our customers. As John Maxwell the American author and motivational speaker would word it as "People do not care how much you know until they know how much you care."
Service recovery is everyone's responsibility and it is all about handling customers concerns immediately and effectively when a customer perceives that we did not meet their expectations.
On a flip side always treat the customers' complaints as valuable feedback to sharpen your sword in service recovery.
Remember if you do not have the ability, the resources or the access to act on a complaint then please find someone who can act and make the connection. Sometimes it is not only what you know and also who you know.
The customers only have to complain once.
Great to adopt an idea we can R.E.L.A.T.E to. First we could (R) ecognize the issues and concerns faced by the customer. Showing (E)mpathy and (L)istening to the customers. (A)pologise for their inconvenience and acknowledge the experience they are facing. (T)olerate their temperament and thank the customer. (E)xplain the actions that you would be taking to rectify the situation.
Recognize their concerns and feelings. Look out for non-verbal cues that may indicate dissatisfaction and suggested words that could be possibly used such as "You seemed to be upset about something" or "I sense your concern".
Empathize and try to put yourself in their shoes and see it from their view point. Adopt empathetic body language, ask empathetic questions and have empathetic responses
Listen and stay calm and relaxed. We have to be extremely composed and do not be a participant in the emotional experience.

Look out for non-verbal cues that may indicate dissatisfaction.
Good to acknowledge and validate the customers feelings like "I can hear how upset you are about this" and "I can understand why you feel the way that you do".
Apologise without blaming others as you point one finger, three points right back at you. Suggested words could be "I'm sorry that we did not meet your expectations" or "I am sorry that you are feeling upset. From what you have said I can understand why you feel the way you do". An apology is expected and encouraged. It is not an admission of guilt and be sincere. An apology acknowledges that something has gone wrong. It should be blameless. Saying that you are sorry does not equate to the fact that you are at fault. It does not matter who did what to whom or who caused something to happen. You would have sincerely wished that it not had happened.
Do use open gestures, be warm and sincere, us open body language, use more "I" statements and make eye contact, modula