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6 Ways to Improve Customer Service
How well do you look after your customers? Most companies probably think they do a good job, but the addition of technology into large, national call centers has caused many organizations to focus on technology solutions as opposed to people solutions. ...Continue

Customer Service - A Sweet Essence
Due to unusually heavy call volume, our customer service agents are busy helping other customers. Your wait time is approximately 15 minutes. Please continue to hold...Please continue to hold...Please continue to hold... First let us specifically...Continue

Customer Service Warning--What to Watch for That Indicate We Have a Customer Service Problem
Do you frequently hear that customers are unhappy about something, and sometimes they are downright frustrated. Yet, what you hear from your employees is, "Stupid customers! They just don't understand how to use the product"? As the owner, or...Continue

Good Customer Service - Would you like fries with that?
We all like to be treated with good customer service -- respect and kindness -- when receiving services or purchasing products, but how many of us are conscious of our own attitude and body language when the roles are reversed and we are the...Continue

Sweat the Small Stuff for Great Customer Service
Undoubtedly you’ve heard about the popular book series that started with Don’t Sweat the Small Stuff, followed by Don’t Sweat the Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of wisdom—don’t...Continue

What is Great Customer Service?
In almost all cases customers come to your business because they have a problem and believe that you may have the solution. Whether you do, or whether you can build enough trust with the customer to let them solve their problem is up to you. In the day...Continue

 

Thinking of Using a Coach? Watch Out!

More and more professionals and managers are hiring success coaches to help them move ahead more quickly. This can be either a great idea - or a very bad one. There are now many 'posers' out there who are happy to take your money and then leave you high and dry. In this article, certified business sucess coach John M McKee provides advice on how to proceed with looking for the right coach.

Successfully Concepts Wall Street Journal Article - Watch Out for Coaches! October 2005 Volume 1

Item 1: Be a Smart Shopper-- Item 2: Coaching Should Pay for Itself. Quickly-- Item 3: How Long Does It Take?Hello Again John,It seems that the idea of using a business or executive coach to get ahead or to deal with roadblocks is now becoming very acceptable.

I have been involved with coaching since 1988, when I was first appointed to work with other senior executives at the company I worked then. In all those years, I have never seen so much interest and value attached to the use of a certified coach before this year.

Want some proof? In the last couple of months, I have appeared on more television and radio shows than I did in all of 2004. I've been invited to speak about the value of coaching on ABC Network News, on Fox, and on NBC. AND I'm booked to appear on 2 more shows as of this writing.

So why am I concerned? And why should You be? Item 1: Be a Smart Shopper

I spent a fair amount of time in the retail business. I learned that when any product or service becomes very popular, a lot of similar-looking-but-not-as-good copies will soon hit the market.

Be aware that this new level of 'coaching awareness' is bringing with it some real frauds and charlatans. If you have any thoughts about taking on a coach, I suggest you ask them 3 questions: 1. "Are you certified?" If so, that alone should reduce the chances that they are selling snake oil or touchy feely stuff that won't do anything to help you move ahead.

2. " Have you actually done what you coach?" This is a pretty good indicator of your chances for success as well. I don't think Tiger Woods would use a coach who'd never actually swung a club.

3. "What professional associations do you belong to?" If they are affiliated with either the Worldwide Association of Business Coaches or the International Coach Federation, you know they've got some credibility . Why Care about Industry Associations? Item 2: Coaching Should Pay for Itself. Quickly

Ever met anyone who's used a therapist or counselor for what seems like forever?Although Woody Allen seems to have a made a good career about joking about his various therapists; for the rest of us the wrong choice can be disastrous.

My advice - don't take on any service provider if they can't tell you what to expect from your joint work. You wouldn't use a contractor to upgrade your bathroom without a commitment - why gamble with your career? Many executive and business coaches - including me - offer a guarantee of performance. This can take the form of either a 'full satisfaction or your money back' program or a return on investment (ROI) that's agreed to upfront. Last year I was part of a 4 person team which did an industry analysis for the International Coaching Academy. We found many studies which proved conclusively that good effective coaching can provide an ROI of up to 500% over time.

Get a commitment. Read the Wall Street Journal.com Article Item 3: How Long Does It Take?

People always ask me, "How long would I need to work with you?" It's a good and fair question.

Based on my experience I can tell you this: Hard, concrete results can witnessed often as little as 4 sessions. But it can also take as long as the client wants to continue. And that's the point. If you decide to work with a coach of any kind, set targets for achievement and 'by when' dates to monitor your progress.

If you are moving ahead at the speed you want - stick with the coach. Otherwise - try someone else.

ABOUT THE AUTHOR
Before starting BusinessSuccessCoach.net in 2002, John McKee was among the founding senior management team of DIRECTV and, prior to that, was a senior executive who worked in boardrooms throughout various industries across North America. Throughout his management career McKee has hired, promoted, fired and laid off literally thousands of employees, which has given him unique insight about what aspiring professionals and managers should heed as they climb the ladder of success. His new book is 21 Ways Women in Management Shoot Themselves in the Foot is a result of a group McKee’s exclusive women executive coaching program.

 
 
 
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