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Digg it UP - Silly Service Has Its Serious Side: Test Your Customer Service Knowledge!
Benefits of a Credentialing Verification Organization
Managed care organizations like health management organizations (HMO) and independent provider associations (IPA) are required to credential their providers, meaning they have to verify the medical provider’s professional history. Because of the dispersed nature of managed care organizations and the resource requirements of the credentialing process, credentialing verification organizations (CVO) step in to provide these credentialing services.Overview of Credentialing The two major accrediting organizations for managed care organizations are the National Committee for Quality Assurance (NCQA) and Utilization Review Accreditation Council (URAC) As part of their accreditation requirements, both URAC and NCQA require managed care organiz
>Managed care organizations like health management organizations (HMO) and independent provider associations (IPA) are required to credential their providers, meaning they have to verify the medical provider’s professional history. Because of the dispersed nature of managed care organizations and the resource requirements of the credentialing process, credentialing verification organizations (CVO) step in to provide these credentialing services.Overview of Credentialing The two major accrediting organizations for managed care organizations are the National Committee for Quality Assurance (NCQA) and Utilization Review Accreditation Council (URAC) As part of their accreditation requirements, both URAC and NCQA require managed care organiz
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments
Dealing With Failure
You are not a failure if your project fails. Making mistakes and having failures is a part of life. You can accept them and learn from them or be bitter and give up your dream. Failures are actually your training ground. You can learn valuable lessons from them. If you learn from them, you can make them the stepping stones to your success.There is a simple truth that many never learn. If you keep on doing what you have been doing, you will keep on getting what you have been getting. This holds true in your business life and with your personal relationships. If you are happy with what you’re getting, keep doing it. If not, try something else.Don’t give up on your dream. Keep fine tuning it until it works. Most people have to m
Who says service is serious? Customer service can be silly too. Take this fun quiz to test your customer service knowledge. You may be a service ace if you both pick the correct answer to each of these ten questions, and understand why these answers are correct. You are not a failure if your project fails. Making mistakes and having failures is a part of life. You can accept them and learn from them or be bitter and give up your dream. Failures are actually your training ground. You can learn valuable lessons from them. If you learn from them, you can make them the stepping stones to your success.There is a simple truth that many never learn. If you keep on doing what you have been doing, you will keep on getting what you have been getting. This holds true in your business life and with your personal relationships. If you are happy with what you’re getting, keep doing it. If not, try something else.Don’t give up on your dream. Keep fine tuning it until it works. Most people have to m
1. A complaining customer is:
A. Always right
B. Almost right
C. Often lying
D. Always the customer
2. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your business or organization
3. The best reward for your customer service representatives is:
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments
Change Management Issues in the Car Wash Business
We hear a lot about the new buzzword; change management all throughout the trade journals in almost every industry and every industry sector in corporate America. Seldom do we realize that change management issues do also affect smaller businesses.Having been in the auto services industry for over 27 years I can tell you that the car wash business is one business which is always concerned with change management and often they lack succession plans as well. In fact car wash industry consolidators who go around and buy up used carwashes often buy them from car wash owners who are retiring and either do not have kids to run them or wish to get out of the business completely rather than hiring a manager to run it for them.This is because car wa
omer is:We hear a lot about the new buzzword; change management all throughout the trade journals in almost every industry and every industry sector in corporate America. Seldom do we realize that change management issues do also affect smaller businesses.Having been in the auto services industry for over 27 years I can tell you that the car wash business is one business which is always concerned with change management and often they lack succession plans as well. In fact car wash industry consolidators who go around and buy up used carwashes often buy them from car wash owners who are retiring and either do not have kids to run them or wish to get out of the business completely rather than hiring a manager to run it for them.This is because car wa
A. Always right
B. Almost right
C. Often lying
D. Always the customer
2. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your business or organization
3. The best reward for your customer service representatives is:
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments
We Try Harder and Smart Advertising
There are many great advertising campaigns and marketing strategies, which corporate America has produced. Many of these great advertising campaigns have won awards and many deserve them. One of the greatest advertising achievements was done with Avis Rent a Car. Perhaps you'll remember the; We Try Harder; advertising campaign?It is interesting because Avis Rent a Car did not bother to say they charge less, have better service or rent better cars. None of that. Hertz Rent a Car was busy telling us how quick you could get out of the airport and into a car because of their fast check-in service.Avis Rent a Car simply said; We Try Harder. To the customer this meant that they tried harder to please them and it said to the customer that Avis
ng you a service in identifying what isn’t working in your business or organizationThere are many great advertising campaigns and marketing strategies, which corporate America has produced. Many of these great advertising campaigns have won awards and many deserve them. One of the greatest advertising achievements was done with Avis Rent a Car. Perhaps you'll remember the; We Try Harder; advertising campaign?It is interesting because Avis Rent a Car did not bother to say they charge less, have better service or rent better cars. None of that. Hertz Rent a Car was busy telling us how quick you could get out of the airport and into a car because of their fast check-in service.Avis Rent a Car simply said; We Try Harder. To the customer this meant that they tried harder to please them and it said to the customer that Avis
3. The best reward for your customer service representatives is:
A. Earplugs and punching bags
B. Valium or other mind-numbing drugs
C. Recognition and appreciation on your part
D. Anger management seminars
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments
How Do I Build a Winning Business Plan? - Part 2
Competitor Analysis - Keep it RealFailure to identify competitors in your business plan is a warning sign to potential investors that either:- you've not done enough research; you haven't acknowledged the competition you face; or that actually the market is not large enough to support any competition. You're not going to find anyone to invest in your business if the latter is true.It is much better if you acknowledge realistic strengths and weaknesses of your closest competitors, and how you will address those with your business model. It also acts as evidence to the potential investor - as mentioned above - that the market is large enough to support a number of businesses. A perceived margin of safety that there's business there for
D. Anger management seminarsCompetitor Analysis - Keep it RealFailure to identify competitors in your business plan is a warning sign to potential investors that either:- you've not done enough research; you haven't acknowledged the competition you face; or that actually the market is not large enough to support any competition. You're not going to find anyone to invest in your business if the latter is true.It is much better if you acknowledge realistic strengths and weaknesses of your closest competitors, and how you will address those with your business model. It also acts as evidence to the potential investor - as mentioned above - that the market is large enough to support a number of businesses. A perceived margin of safety that there's business there for
4. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
5. Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments
Branding Your Company - What Increases Name Recognition
As a branding expert, companies often come to me asking, what can I do to increase my firm’s name recognition? Of course, increasing name recognition is only one aspect of the branding puzzle, but an important one. It is particularly perplexing to a company well known in a certain market, (perhaps where the company originated), but disappointed at the lack of carry over in name recognition upon entering a new geographical area.So, what can a company do to increase name recognition? Here are twenty-five (25) ways you can begin branding your company and increase the name recognition of your firm.1. Hire a branding company to bring your image and message under a brand. Develop all collateral and image materials (web, stationery, logo, tagline,
>As a branding expert, companies often come to me asking, what can I do to increase my firm’s name recognition? Of course, increasing name recognition is only one aspect of the branding puzzle, but an important one. It is particularly perplexing to a company well known in a certain market, (perhaps where the company originated), but disappointed at the lack of carry over in name recognition upon entering a new geographical area.So, what can a company do to increase name recognition? Here are twenty-five (25) ways you can begin branding your company and increase the name recognition of your firm.1. Hire a branding company to bring your image and message under a brand. Develop all collateral and image materials (web, stationery, logo, tagline,
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
6. Customer Service departments:
A. Are the afterthought that cleans up messes other departments cause
B. Build customer loyalty
C. Are leaders in understanding customer behavior patterns and market research
7. For a company to be considered service-oriented:
A. It must mention customer service in its mission statement
B. At least 18.3% of its employees must work in the customer service department
C. Its managers must at one time have been CSRs
D. Customer service must be addressed by all departments
8. A Call Center is defined as:
A. The midpoint in duration of a telephone call
B. A revenue sink hole
C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
D. A location where complaints and problems are converted into successful saves for your customers and your company
9. Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises
10. Customer Service Culture is
A. A new form of yo
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