PROVIDING EXCELLENT CUSTOMER SERVICE

Providing excellent customer service should be a top priority for every organization. It is your job to ensure that customers have a positive image of the company. Here are some important principles to know when providing excellent customer service.

First, because you are the face of the company, it is good to make sure you greet each customer politely. A smile on your face goes a long way. In fact, even over the phone a person can distinguish if the representative is pleasant by their tone of voice and a smile on your face.

Secondly, having a good rapport with a customer creates a level of trust and understanding. Always follow through with any promises that was made during all communication whether on the phone or face to face. It is important to communicate in a positive manner at ALL time especially when a customer becomes irate.

You may be wondering, how I can diffuse someone who is angry and have a complaint. Check out these tips that will help:

1. Always remain calm (Have a good demeanor)
2. Don't take it personally (Oftentimes he/she needs a moment to vent)
3. Use your best listening skills (Try not react defensively)
4. Actively sympathize (Paraphrase: a summary in your own words of what you were told. It demonstrates listening, creates empathy and establishes rapport because it is evident that you have heard and understood.)
5. Apologize gracefully (Let the customer know that you are genuinely sorry that this happened to them--regardless of whether or not you think they are being a bit dramatic about the situation.)

6.    Find a solution (Now that you have heard what the customer is upset about, you should come up with a solution to provide them with. If you feel like you know a solution that will make your customer happy, then present it to him/her.)

 

 

Lastly, the icing on cake with providing excellent customer service is to follow up with the customer. Give your customer a call once the problem has been resolved. Ask him/her if everything is going smoothly. When you can, go the extra mile by sending a handwritten apology or by giving a discount on his/her next purchase.

~Loraine DeCoteau

The Importance of Internships

Internships are a particularly useful way to build experience while still in college.  Here are a few key reasons to do an internship:

• Gain experience and skills.   Internships should be designed to give you the training and exposure to skills often desired for ‘entry-level’ work in the field.  This is the primary resume builder for those without prior related experience.

• Find out about the realities of a field or profession.  In immersing yourself in the field and work environment, you can make a clearer decision about whether this type of career suits you.  Your placement as an intern allows you to observe and learn from those in the profession who are more senior.  Ask yourself if you could see yourself in any of the various roles in that company/organization and field.
   
• Build references and a network.  Employers report that they turn an average of 52 percent of interns into full-time employees, according to the National Association of Colleges and Employers (NACE, 2015).  You’re increasing your chances of landing a job either in that company or another in the industry.  
  As you learn from supervisors and workers, you are also building your network.  If you perform well in an internship, you may ask supervisors to be a reference for future employment opportunities.  

Keep in mind, performing well involves diligence and taking initiative--essentially treating the internship as seriously as you would take a ‘real’ job.  This may be the crucial first step in your dream career!

 

Source:   http://www.naceweb.org/talent-acquisition/internships/intern-to-full-time-hire-conversion-returning-vs-nonreturning-interns/

-Tai Yee Ho

2018 Current Job Trends

As of the end of 2017, Glassdoor reported a record 6.1 million open jobs in the U.S.   The good news is that labor market is strong and growing, yet there are major changes ahead.

 

Impact of workforce automation

With growth in artificial intelligence (AI) technology, many jobs will be replaced in the next 10 years (Motley Fool, USA Today, Forbes).  From ordering kiosks to chatbots, AI will continue to be a feature in the workplace.   This has the potential to replace positions in retail and customer service. Some of these trends are already visible in the workplace, while others will take some time to be apparent.

 

Things to keep in mind as a college student

If you are still deciding about your career path, consider careers that are not readily replaced by technology.  These include many jobs in healthcare and labor-intensive roles  (Motley Fool), or sciences, human services and other professional services.   A postsecondary education is often a pre-requisite for professional roles, along with some experience.  This is yet another reason to complete education and training beyond high school.   

 

On the other hand, don’t worry if your dream career is not in one of these areas. Plan and adapt to take projections into account: make an assessment of your skills and knowledge in view of these workforce changes (USA Today).   Do research on trends in your field. Be prepared to learn new skills and stay up to date with current technologies used in your chosen line of work.

Sources

https://www.fool.com/careers/2017/12/20/5-job-trends-to-watch-for-in-2018.aspx

https://www.forbes.com/sites/danschawbel/2017/11/01/10-workplace-trends-youll-see-in-2018/#30415a854bf2

https://www.fool.com/investing/2017/10/06/how-is-automation-impacting-the-job-market-right-n.aspx

~Tai Yee Ho

Resumes are Important by Maryam Jhangir

                                                                Resumes are Important

by Maryam Jhangir

It is almost impossible to get a job without a resume. A resume is needed to show past work history, education, volunteer work and, and certifications an individual has. Everything that goes into a resume needs to look neat and easy to read. To start the top should have your name and common information to reach you like phone and email. If you are applying for a job outside the area where you live you might even include your address. Next you would put your past work history in order from the most recent job also including the company name, position, time frame you worked there and, a few details about the responsibilities you had. Next, you would put education with the institution you went to, degree with the major intended, and if your GPA is high you may add that too. Next, you may add volunteer work and certification that you have done or have that relates to the job you are applying too.

Mental Wellness and Self-Care At Work

 

The stigma that has long been associated with mental health in the workplace is turning a corner.  Finally, some human resources departments are taking steps to offer support to employees who have mental health issues such as depression, ADHD, anxiety, bipolar disorder, or other conditions.  Statistics show that such conditions account for missed work days and can reduce productivity  (Forbes 2017). 

 There is still a long way to go for employers across different organizations. “We are in a knowledge economy. Our jobs require us to execute at peak mental performance. When an athlete is injured they sit on the bench and recover. Let’s get rid of the idea that somehow the brain is different” - The Medium, 2017. 

In addition, self-care can contribute to the wellness of each employee.  Harvard Business Review offers basic tips on self care in the workplace:

--Take 15 minutes to write down the top 3 things you want to accomplish that day.  This will help you prioritize when other distractions or requests roll in.  Ask yourself how additional activities will impact your priority list.  

--Keep your internal critic in check.  Perfectionism can prevent you from accomplishing what you set out to do.  

--Recharge by taking walking breaks or having lunch away from your desk, or with colleagues.  

--Celebrate your team by taking time to reflect on what went well that quarter or month.  Revisiting your contributions can boost the morale of you and your colleagues and help your team see the value of their work.  

Sources:

https://www.forbes.com/sites/danschawbel/2017/11/01/10-workplace-trends-youll-see-in-2018/#30415a854bf2

https://hbr.org/2017/06/6-ways-to-weave-self-care-into-your-workday

https://medium.com/@OlarkLiveChat/its-2017-and-mental-health-is-still-an-issue-in-the-workplace-61efbef092f

~Tai Yee Ho

Managing Your Time by Aaqib Tariq

Aaqib Tariq
SD11 Winter 2018

Time management means how you use time, planning everything, how and when you will do that. Proper use of time is an art form that makes you successful and you can achieve unbelievable heights by this. When you use time in proper way then it will develop good habits in you that will make you more successful. If you want to achieve something in your life, you need to use your time properly and do not waste your time in useless things.

     Benefits of time management

Some benefits of time management:

1. It will take fewer efforts to complete your work and you can do your work easily and properly.

2. You can divide your work and you can do multiple things on the same day. For example, if you are a student and you have many things to study for, you should divide your things and set a different time for everything. By this, you can complete your whole work on the same day.

3. Reduce stress: It will take less time to complete your work and you will remain tension free.

4. Helps you in saving time and you can enjoy in this time or you can learn something new in this free time.

   

With proper use of time, a student can succeed in their school/ college life.

Self-Care

“An empty lantern provides no light. Self-care is the fuel that allows your light to shine brightly.” –unknown.

Self-care is a vital part of your recipe to success and longevity. One of the ways you can start practicing self-care is having good personal hygiene habits, especially within the workplace. Personal hygiene may be described as the principle of maintaining cleanliness and grooming of the external body. Failure to keep up a standard of hygiene can have many implications. Not only is there an increased risk of getting an infection or illness, but there are many social and psychological aspects that can be affected. If you want to minimize your risk of infection and also enhance your overall health, follow these basic personal hygiene habits:

Having a clean and refreshing appearance shows others that you really take care of yourself. This can be observed by how clean you appear, how you smell and how your clothes look. 

It is important to shower at least once daily to prevent odor from occurring or becoming noticeable. Rather than avoiding stressful situations that can contribute to stress and sweating, wearing a deodorant will help prevent odor from developing if your body temperature begins to rise. Keep your scalp clean by shampooing often. Avoid bad breath by brushing after every meal.  If you practice regular, good hygiene, you increase your self-esteem and how others view you. 

If someone you know hasn’t bathed or appears unkempt, it could be a sign that he or she is depressed. When people are sad or depressed, it is a sign that they are neglecting themselves. In your discussions, be candid but sensitive and understanding. Despite your best efforts, your friend or loved one may need professional help. You should encourage them to see a counselor or doctor if their personal hygiene doesn’t improve.


~Loraine DeCoteau

DRESS FOR SUCCESS

Nailing what to wear to work is tough any time of year, but come winter it's especially difficult.  The struggle each morning is how to dress warm and yet be polished in the workplace. Here are a few tips to consider of how to dress for success in the winter time.

Layered looks are super trendy and for the winter it is essential because when it’s chilly these layers will help you not to freeze.    There are so many different ways to create chic layering looks.  Consider the following styles when layering your outfits.

1. BUTTON-DOWN + SWEATER + CROPPED PANTS + MIDI BOOT is a classic combonation but yet fresh for the work place.

2. Cold-proof any tunic with a turtleneck layered underneath, and then belt it over a sleek pencil skirt for an instant office-friendly outfit Complete your look with black fleece-lined tights and heeled Chelsea boots.

3. Really love that dress from the summer? No problem! Go for an easy, shift silhouette, but make it feel more modern by layering a turtleneck and tights underneath. Finish it all off with oxford flats or loafers.

4. Lastly, you can never go wrong with a blazer, which pairs well with skirts, dresses or pants. I personally like the fact that it comes in variety of colors and can also bring any outfit to life.

                        



~Loraine DeCoteau