Customer Service is an innate component of the business world… or it should be at least.  I'm sure you can recall your most positive and negative customer service experience.  Did the waitress bring you a new steak after you specifically requested medium-well but received rare?  Did the Mercedes-Benz salesman personally drive your new car straight to your driveway after you faxed in your paperwork?  Or on the other hand, have you waited on the phone with your cable company for over 42 minutes? Was the customer service representative for your health insurance policy rude and unhelpful?    

These are all common occurrences of negative and positive customer service experiences.  The bottom line is -- customer service is vital – it can truly shape your customer base and ultimately, your success.  The amount of value and time spent on developing and ensuring optimal customer service directly correlates to customer satisfaction, revenue, and productivity.    

In plain English:  Happy Customers -->  Returning Customers --> Referrals --> More business --> Cash.

According to a 2010 study in the White House Office of Consumer Affairs, satisfied customers will tell 4 to 6 people about their experience, whereas dissatisfied customers will tell on average 9 and 15 people. 

Geez. Why is it that the unhappy people have larger mouths than the happy folks??  If only it were the other way around….

Whatever the case may be, the message is clear.  It's worthwhile to keep your customers happy.  Not only will dissatisfied customers spread the negative word twice as much, but 91% of dissatisfied customers will not willingly do business with your organization again says Lee Resource Inc.

We all know the various factors for successful customer service:  Recognize what the customer wants, treat the customer as you personally would like to be treated, create customer loyalty, etc. etc. etc.  But let's talk about customer service and TRAINING.

Training is crucial in any department.  You can't expect any individual to perform or be well-informed without the proper training.  Training for customer service can be directly applied to training across any industry.  Here's how:

Step 1:  Lay out expectations.  Make sure employees understand guidelines, policies, and procedures related to their department.

Step 2:  Cover the cornerstones of the service area:  Teach employees how to deal with every aspect of their position from greeting to closing, handling stressful situations, and ensuring proper listening skills (in the case of customer service.)

Step 3:  Train on system and equipment:  Once the foundation is laid, test skills in a hands-on environment.

Step 4:  Offer a mentoring program:  At the end of the day, the learning is never completed.  Once an employee is fully trained, assign a mentor who can assist when problems or questions arise.

Step 5:  Test the trainees:  Provide assessments and quizzes that directly reflect what the employee has learned and make sure he fully understands how to handle each aspect of his position.

What can we learn from this? 

At the end of the day, we are all in the customer service business.   Customers are the single most important factor in a business because in reality, if there were no customers, there would be no business.  Take the above training steps to heart.  Train your employees as if they were customer service reps.  Train them in their specific field, but don't lose site of the customer service component.  Each employee should be friendly, resourceful, and willing to help.

After all, retailers deliver the highest level of customer service in North America says the Forrester Customer Experience Index of 2010. 

So -- let's do our jobs right!

Emotional well-being is a hot topic in the healthcare world.  But what about emotional health in the workplace?  According to the American Institute of Stress, 60 – 80% of accidents on the job are related to stress and 40% of staff turnover is related to stress.  Furthermore, depression alone is estimated in economic terms to reduce workplace performance by 40%. 

Ever heard of presenteeism?  It's like absenteeism, except it refers to employees who remain present at work when they are stressed or ill – thereby reducing their productivity 2 to 3 times.  In other words – they're physically present, but emotionally and psychologically absent. 

Who wants that??

At 3Leaf Group, we've been preaching work-life balance for years.  The true definition of work-life balance is having the feeling of achievement and enjoyment in a day's work.  It is important to be productive, busy, and accomplished – but those components will only succeed if they are balanced with relaxation, reflection, and personal care.  After all, we are people – not machines.  Man was created with the innate desire to toil, cultivate, and produce, but he was also created with emotions, a conscious, and emotional and psychological needs.   Even God rested on the seventh day.  Can't we find time to rest as well?

It is important to find ways to remain productive, while still carving out personal time and ensuring emotional well-being.  Here are five tips in achieving work-life balance:

1.  Build down-time into your schedule:  Make sure to plan personal time into your week whether it's a date night, time with friends, or enjoying a special activity that will help you recharge.

2.   Avoid people or activities that sap your time and energy:  Stay away from people with a negative attitude and avoid talking with gossipers during your break time.  "Many people waste their time on activities or people that add no value” says Marilyn Puder-York, PhD, a psychologist and executive coach in New York and Connecticut.  We often get sucked into these habits that are making us much less efficient without realizing it.

3.   Reorganize your errands:  Try to consolidate your household chores and errands.  Perhaps schedule them all at a convenient time – or better yet, delegate chores so you are not stressed with all the household responsibilities. 

4.   Exercise, exercise, exercise:  Physical activity is proven to boost emotional and physical health -- so get moving!

5.   Remember that a little relaxation goes a long way:  Take a power nap, make small goals for yourself instead of large ones, indulge in a 10-15 pleasure like taking a bath, reading a magazine, or taking a stroll around the block. 

Do these sound like attainable goals?  I think so.  We're all trying to find the right balance of work, pleasure, and family responsibilities.  If you're interested in learning more about work-life balance, visit our extensive audiobook library.  We provide hundreds of titles all related to work-life balance.  Whether you're looking for stress management, smoking cessation, a guide to yoga, or parenting guidance – we've got what you're looking for.  Remember, productivity is not only measured by your output at the office, it is also measured by your sense of accomplishment and enjoyment from home and work achievements.    

The term corporate culture is highly used, but not easily defined.  In simple terms, corporate culture means “the way things are done around here”.  On a deeper level, corporate culture refers to a set of values, beliefs, and behaviors shared by a group that steers the values and actions of the specific organization. 

What do you think of when you hear “corporate culture”?  Which corporation stands out as the beacon of “cultural perfection”?  And how do you measure the success of a corporate culture?

Let's answer these questions in reverse order.  A successful corporate culture is one that is easily definable, evident through the employees, the establishment, and the product, and one that generates a consistently positive response.  If you feel a certain comfort when you walk into a store, experience exceptional results from a product, or have a memorable interaction with an employee – you've experienced corporate culture at its best.    It's the way the company makes you feel – through its people, through its products, and through its actions. 

Let's think of some examples.  One company I immediately think of when I hear “corporate culture” is Starbucks.  The revolutionary coffeehouse has taken great strides throughout the years to maintain the small-company atmosphere despite its explosive rate of expansion.  Ever order a Starbucks coffee?  I'm sure you have.  The baristas are known for their personable interactions with their customers and their ability to sell more than coffee, but a comforting and uplifting experience.   According to a 2005 Workforce article, the most loyal of its regulars return for their lattes and Frappuccinos 18 times a month.  Why? Because of the corporate culture.  So does a thriving corporate culture equal profit and performance?  Absolutely.

Take a moment to reflect on your company's corporate culture.  What are your company's values and mission?  Who are you as a company…..and where do YOU fit in?  More importantly, is your company taking the appropriate strides to practice those values and accomplish that mission?  How do you want to make your customers feel? And what tools do you need to generate that positive feeling?

These important issues can be resolved with one term – corporate culture.  Once your company's culture is planned, defined, nurtured, and established – use it, be it, own it.   It's the best way to stand out. 

If you're looking to be effective and make your company memorable – impress the world with your corporate culture, or “the way things are done around here”.  Let everyone know what your company does through your values, beliefs, and behaviors.  Remember, actions speak louder than words.