Posts Tagged ‘voice’

Profit from a Customer Service Recovery Program

A client recently said to me: “Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?”

How you handle and solve customer concerns and complaints is a measure of your standing in the “excellent”, “bad”, or “mediocre” category of customer service. Many companies fit into the “mediocre” (average) category where indifference and defensiveness best describe their operation.

Are you sure this is not you?

Recently I returned from a business trip and was not pleased to find that two books I’d ordered three weeks before had not yet arrived, despite a promise from the book vendor that they would be delivered in five days. I was naturally upset and called the book vendor’s long-distance number.

While I firmly told the lady who answered the phone how unhappy I was about their failure to deliver, and how this had greatly inconvenienced my schedule, she interrupted me right in the middle with: “Just a minute sir,you’ll have to talk to customer service”

I said: “I’m sorry I thought you worked there’

She said: “I do”

I said: “Oh, I see, but you’re not in customer service?’

She said: “That’s right” (How interesting!)

I said: “Well, I guess you’d better put me through to customer service then”

She said: “They’ve gone for the day” I heard indifference in her voice.

Not wishing to deny her the opportunity to take charge of the situation, I said: “What should I do?”

She said: “You’ll have to call back tomorrow” (Isn’t that special!)

No customer service recovery here. Only indifference and buck-passing – the symptoms of a mediocre business that tolerates less than outstanding customer service. Do you think I still do business with those people? Certainly not. Not when their competitors are just dying to steal me away! Not when I have many other options!

Contrast that mediocre service with the response from my Internet service provider, Netvision, in Wichita, Kansas. Some time ago, during their changeover of equipment, I was unable to access the Internet or my e-mail at the weekend for over an hour, which was unusual.

When I eventually called the office on Monday to complain, the lady in charge, Melody, was most apologetic, explained about the equipment change, told me what she was going to do, got back to me in fifteen minutes (as she promised) with an update, and when all was fixed, she gave me her home number in case this ever happened at the week-end again. Wow!

And the piece de resistance – on my next bill the monthly charge was waived!

So, what was the difference here? The first company didn’t have a customer service recovery program or policy, even though they probably think they have – and their brochures and publicity tell us they’re the best! The second company, Netvision, walked the talk, knew why they were in business, knew that the customer has many choices, and they had a system for customer service recovery.

How can you profit from a customer service recovery program?

· Make a list of things that could, and do, go wrong; show how they should be handled, and how to prevent them from recurring.

· Give your people the tools to do the job ?training, authority to take a decision, adequate equipment and materials, and information.

· At staff meetings, get employees’ input on what improvements you could make to procedures that affect their ability to perform.

· Show appreciation and acknowledgment of the efforts and commitment of your people, especially when they handle difficult situations.

· Call some of your customers who’ve had a problem and ask them how your company scored in service recovery!

John Madden is an international speaker, trainer, and author of “Leap, Don’t Sleep” (How to get different results by doing something different). He specializes in customer service, coaching skills for managers, stress management through humor, creative problem solving, and interpersonal skills. You can reach him at 1-800-689-6932 or 316-689-6932; email at john@LeapDontSleep.com; web site: http://www.LeapDontSleep.com

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Eavesdropping and Counter-Measures: Technology and Techniques

You need to know how to protect yourself, since your security department or any consultant may not be truly aware of these threats and therefore not dependable. Since September 11th, a number of businesses entered the security field with little to no knowledge of the trade itself; only of its profit potential. Even outfits that have been around for some time and well-established have not been able to stay current with the latest innovations.

Realistically, viewing your threat level has to be considered since everyone should expect some sort of impending privacy issue no matter how small. Thanks largely to the Internet you can arm yourself with much of the knowledge and equipment that the so-called experts use. If a respected agent of computer crimes for the Secret Service in NYC had his T-Mobile Sidekick hacked, who knows what else happens out there to others in any business.

Realistically, viewing your threat level has to be considered since everyone should expect some sort of impending privacy issue no matter how small. Thanks largely to the Internet you can arm yourself with much of the knowledge and equipment that the so-called experts use. If a respected agent of computer crimes for the Secret Service in NYC had his T-Mobile Sidekick hacked, who knows what else happens out there to others in any business.

We’ll start acoustic ducting evaluation is the inspection of air ducts, baseboard heaters, coffee rooms, lounges, bathrooms or any way the architecture of a building can transfer sound. A simple example is to put your ear to a wall and listen.

Basically anything that requires the use of the naked ear is called an acoustic bug. Softer surfaces can help muffle sounds but there are more efficient means out there. So be aware that the way an office site is designed can act as a conduit for conversations. Also, be aware of any changes can have adverse affects. Simply playing music can do wonders for masking conversations.

Inspection of telephone equipment and wiring is called line analysis. This is trickier than it seems since sometimes a possible weakness has an actual purpose to the telecommunication system. Especially if it requires constant maintenance and software upgrades.

All instruments should be opened and inspected. Ideally they should be compared with a known safe phone or device. If you’re not sure, just remove that piece of loose components and wiring and see if the phone still works. The wiring can be modified in a switch within the handset that essentially turns it into a microphone. If you bypass this hook switch, you can listen in from anywhere on the landline. Technical equipment won’t be able to detect this. Time Domain Reflectometry is the sending of a pulse down a telephone line. If there is some sort of disruption; a wall outlet or wiretap; a portion of the pulse will be sent back to the device called a Time Domain Reflectometer (TDR). Then the time difference between the reflection and the continuous run is measured. This helps in determining the distance to the anomaly.

These devices can perform all sorts of diagnostics including mapping a wire network. That can be useful in locating a hidden phone. Hidden phones have several obvious uses such as making long distance phone calls to being placed in an office across the street to receive betting requests by bookies; a practice called back strapping. If you open up the modular jacks where you connect your phone, you’ll usually see four wires. In most cases only two wires are connected; commonly known as ring and tip. If you see all four connected, be aware that is not usually consistent for most wiring situations, especially in homes. The other two wires could be used for a bugging device.

For instance, the microphone you use in a voice recorder can be cut in half. Connect the mike head to one set of unused wires anywhere on the phone wire. Then, so long as there are no breaks in the wire, connect the other end to the jack that connects to your recorder. Now place your recorder to be VOX (voice) activated and now you have an extremely reliable bug. By the way, this should be manually inspected for since using a specialized bug detector may see nothing wrong or inconsistent. A bug such as this that connects to a wire is called a direct tap.

The other general type is called an inductive tap. This is when an instrument is outside a wire but can still distinguish what’s transacting over a wire. They are harder to detect since they don’t draw power from the line such a standard telephone would. These are referred to as snuffle bugs. A simple probe used in hunting wire signals has a speaker, which can display sounds. By accident one day I was working on an apartment intercom system while using a probe. I could hear conversations throughout the building quite clearly just through the intercom boxes mounted on walls from the master unit in the basement.

If you’re using wireless headsets or cordless phones, the radio signals can be intercepted. A cordless phone acts like a radio, but depending on the frequency and a few other factors, can make interception extremely difficult. With some manufacturers, you can buy the same model as your neighbors or the office and have it join their phone system. Double check Caller ID boxes to see if they also record numbers dialed besides obviously those being received. If you’re using VOIP (Voice Over IP), remember that calls can be recorded in a fashion identical to intercepting data between two computers.

These packets of data can reassemble an audio file. Obviously electronic devices possess semiconductor components such as diodes, resistors and such. The method to hunt for these components is called Non-Linear Junction Detection (NLJD). The NLJD unit emits a radio signal while listening for the return signal from an electronic device. This becomes very useful when a bug is embedded in a picture frame or wall. The eavesdropping device doesn’t have to be active for it to be discovered. If a device is active and transmitting wirelessly (or even on a wire), you can detect it with a Radio Frequency Spectrum Analyzer. Depending on the detection device used, you can determine whether voice, data or video is being sent, and possibly listen to the data. Try to use different size antennas or buy one that collapses. Different frequencies can be detected more efficiently by using various sizes. The use of filters with antennas can also help pinpoint devices on specific frequencies.

Electronics such as computers, FAX machines and especially CRT monitors can radiate electromagnetic signals or pulses that can be received by other equipment. This is known TEMPEST. One way to complicate the surveillance of this is to use certain fonts and line walls or equipment with different gauges of copper mesh wire. You can further enhance this posture by using special paints, which block radio transmissions.

Radio waves will look for a leak or break, so be careful of defensive applications. One-way window tints can help in blocking signals. Since an electronic device could generate some heat they can be detected in another way. The use of a thermal imagery device can detect and actually see minute amounts of heat radiated for your viewing. You can hide the heat signatures by using creams or neoprene. Technology exists to collect information from blinking LEDs of modems, routers, print servers and similar devices. You can only see some general blinking but with the use of properly tuned optics, filters, oscilloscopes and good timing you can discern much more. One of the LEDs on your keyboard can be altered to blink while you are typing in a fashion similar to Morse Code. You can also use a tap in the keyboard that sends out radio waves again similar to Morse Code and no anti- virus software will ever be able to find it. Even when a CRT computer monitor is facing a wall the light can be in a sense read by its flickering emanations from some distance. A good defensive measure is to buy new LCD flat panel types.

Another approach to attacking FAX machines is to simply record the noises it makes and play it back to another machine. I used to do this for a client so they could keep a record of all the faxes they made and received. There are creative and potentially illegal defenses against wiretappers and Peeping Toms. One is to transmit an extremely high pitch down the wire, thereby rupturing the listener’s eardrums. I knew someone who once sent a powerful electrical spike down his phone wire thereby destroying his divorced wife’s recorder.

By the way, this leads to another topic-expect the device to be discovered someday. Don’t leave your fingerprints on it. He found it and had it dusted, thereby producing some prints. My friend used this as leverage against the Private Investigator that planted it. Advice to Private Investigators, a word to the wise: if you do this part-time, hire someone who does this full-time. This P.I. lost his license and almost went to jail. The lawyer who recommended him got into a lot of trouble as well. He received some unwanted attention from the Feds because of his telephone dealings went across state lines and also happened to involve the Post Office.

There is another budding field related to this topic called Protective Intelligence. Currently there are only a few experts who do this kind of work.

A laser or an infrared beam can be used at a considerable distance from a target building. Conversational sounds can vibrate unto solid objects such as windows. The beam’s reflection varies in relation to the movement to the window, which is received and converted back into something audible. To mask the sounds, you could attach a vibrating device (basically an altered electric razor) to the window.

Of course if the window is open, then a laser can target another object instead of the window. A beam of light or laser can be directed to go through a window onto a solid object thereby nullifying such defensive measures again. Generally you really can’t detect such attacks unless the laser, infrared or light beam is being used that moment. Certain materials can be used to detect IR emissions, as well as the use of passive night vision gear. Certain fabrics or even a curtain may actually show the spot where a beam of light or laser is being focused. Unless the room is dusty or you have an artificial can smoke, you can follow the beam up to a point and guesstimate it’s location. One type of optical bug is an infrared transmitter. When placed in the area of interest for transmission of the conversation to an infrared receiver which will then translate the conversation into an audible format.

Many of these same procedures used can be applied to locating hidden cameras. A relatively new device uses a series of lasers to seek out optics. This was originally intended to locate snipers by bodyguards.

I have listed the techniques, counter-measures and then the counter to the counter-measures to prevent any false sense of security. Usually constant vigilance is your best weapon besides knowing what to look for. Even if you find a “bug sweeper” with good credentials, certifications and experience, ask them detailed questions. Not just to test them but also for your own peace-of-mind. This makes our job easier and we appreciate greatly when dealing with knowledgeable customers.

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Create Your Path to Success – Achieve Key Goals

Creating your path to success depends on walking on a firm foundation. Knowing WHAT you want is only the beginning. Visualizing what you want and repeating affirmations makes your intentions stronger. Yet, this is not enough. So what IS the secret to realizing your goals? Let’s walk the path together. As we walk the path step by step, I encourage you to write the answers to these questions:

Step 1: Where are you now? What are your strengths, resources, and areas of improvement?

Step 2: What do you want to achieve? What is important to you? Money? Relationships? Having fun? Creating a vibrant body? ?Use your imagination to explore. List everything you want without editing.

Step 3: What do you REALLY want? What lights you up and gets you excited? What is your heart’s desire?

Step 4: Now explore the risks, obstacles, or challenges that could interfere with achieving these goals. Notice what is stopping you from having what you want now. This is the most powerful question to answer because it is how you sabotage yourself from success. By recognizing the challenges, obstacles or risks and addressing them in your Action Plan, you manage your productive tension to focus on your desired outcome.

What’s Stopping You?

Feelings of unworthiness?

Self-sabotaging mind talk?

Do you dress for success?

How is your love life? Do you regularly express your love to the significant relationships in your life?

Release negative people from your life

Release self pity ? Focus on gratitude instead. Make list of what is good in your life.

Attitude ? are you usually upbeat?

Health: attitude, energy, mental clarity, and overall well-being are all linked to good health. Health is supported by

Exercise: Pleasurable forms can include weight lifting, dance, belly dance, Tango, golf, tennis, jogging, walking, cycling, yoga, and many other forms.

Diet: Well balanced diet is best. Studies have shown that excessive protein creates health risks/issues.

Medical exams: Regular checkups help you know where you stand and how to get back on track if necessary.

Spiritual Life: Your spiritual life builds your foundation.

Complacency or “Golden Handcuffs” ? When we get too comfortable, we can set ourselves up to fail. If you are at the top, keep your edge and passion by giving yourself new challenges.

Do you have the passion to win or achieve a goal?

Step 5: Select your favorite goals and write an affirmation for each following this format:

I have/am/achieve specific goal stated in present tense by specific deadline.

State your goals in specific, measurable terms so you can recognize their achievement. Avoid the use of the words “try, not, don’t, can’t, shouldn’t?” The mind does not hear the “not” and cannot produce results with “try”. An example of an affirmation is “I achieve my monthly financial goal of $$$ easily by the 28th of every month.” Another example of an affirmation is, “This is my LUCKY day!”

Step 6: Imagine yourself already having your goals accomplished. What do you see? What do you hear? What do you feel? What do you smell? What do you taste? Let yourself BE there now!

Step 7: Create an Action Plan to achieve your desired results. Be specific about every step required. The goals need to be compelling to be achievable.

Step 8: Reinforce your goals daily. Create a vision map with YOU in the picture and place it where you can see it daily. Record your affirmations in your voice and listen to them daily. Repeat your affirmations morning and night. Focus on what you desire.

Step 9: Be Accountable. Find a coach who you will allow to hold you accountable in a supportive way. Ultimately, accountability is the key to success. A coach supports you by inspiring pride and self-discipline. For best results, the coach is someone who has no attachment to the outcome. The coach walks the path with you – but not for you.

Ultimately, your success depends on your ability to monitor and manage your level of productive tension.

Susanne Rothschild
The Rothschild Corporation
410 Merrymount Court
Katy, TX 77450
WEB SITE: http://www.managementtrainingconsultant.com
OFFICE: 281-395-8709

Management / Organizational Consultant with extensive domestic and international experience in strategic human performance consulting helping organizations realize bottom line results aligned with business objectives.

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Hey, Client, This Is Me! Sell With Your Writing Voice

In a crowded market, clients will be seeking personality as they read what you’ve written — they’ll click right past pages that feel “been there, read that.” They’re looking for a voice that says, “Hey, client, this is me!”

They want to know not just what you deliver — but how. Will you be funny or serious? A perky cheerleader or a sardonic commentator? Will your view of life be based on “believe and it happens” or “what you see is what you get?”

Here are some tips to add your own voice to your writing.

1. Write from the heart.

Too excited, passionate or angry to sit still? Best time to connect with your voice. Grab a pencil and scribble ideas as you jump around the room.

2. Say something new.

After forty articles on time management, your readers know about cutting projects into manageable chunks and setting priorities. Ho hum. Try “better than zero” or “turn your life into a time warp.”

3. Tape yourself talking to a good friend about a product.

Do your words sound different when you speak than when you write? Transcribe the tape into an article for easy reading.

4. Picture your ideal client (you do have one, don’t you?). Imagine that she is gushing about your service to a friend — highly recommending you. What words does she use to describe your services? What emotions come through?

5. Cut. Then cut again. When you have to trim your piece to meet a word count requirement, notice that you’re left with the most essential words — all yours.

6. Write fast. Get the words down before your inner critic has a chance to participate. Edit later.

7. Reveal yourself: family, mistakes, secret dreams. When you feel just a bit embarrassed, or feel your private persona has become more public, you’ve probably just touched your audience’s heart.

8. Be concrete — not abstract.

As writing guru Natalie Goldberg would say, “It’s a geranium, not a flower.”

9. If you’ve had voice training, be especially alert to creating the bland and the blah.

Julia Roberts could hold an audience while she reads the telephone directory. Your copy has to stand alone, without dramatic oratory. Exercise 3 may not work for you.

10. Don’t be afraid to break the rules: use slang and contractions. And it’s okay to begin a sentence with “and” or “but.”

Just tread carefully on the rules of grammar and spelling. “Your about to head off for you’re great adventure” can be a credibility-buster.

About The Author

Cathy Goodwin, Ph.D., is an author, speaker, editor, and consultant. She helps clients who want to use writing to sell and sell what they write.

Visit http://www.makewritingpay.com.

cathy@makewritingpay.com

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Dennis Hopper Dies

dennis-dlm Hollywood has lost one of his best actor again. The legendary actor Dennis Hopper died at the age of 74.

As quoted by Showbiz Spy on Sunday (05/30/2010), star of ‘Easy Rider’ was having chronic complications after a long struggle with prostate cancer. Hopper exhale her last breath on Saturday (05/29/2010) morning at his home in Venice, California, United States.

Hopper condition began to deteriorate in late 2009. However, with that kind of pain conditions, Hopper could successfully complete a photography book and the last episode of the series ‘Crash’.

In fact, in March 2010 and then, still appearing in public to receive an award Hollywood’s Walk of Fame. At that time, Hopper looks very weak and thin.

Dennis Lee Hopper was born on May 17, 1936 in Kansas, United States. Hopper began his career as an actor in 1955 through ‘Rebel Without a Cause’.

Until recently, Hopper has starred in more than a hundred movie titles. Animated movie ‘Alpha and Omega’ will be the last film Hopper. In the film, he contributed his voice to the character of Tony.

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