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What People Are Sharing?

Elise

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HR Networking................4 keys pitfalls to avoid

Elise

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IRB on the hunt at exit points for Tax Evaders

Elise

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Offer our Deepest condolences to family and friends of MH17

Chee Fei Chung

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What Employers Hate About Job Seekers
Recruiting an employee is arduous for an employer as recruiting eats up hours of staff time and energy. From planning the employee recruitment to interviews and the selection of a superior employee, current employees invest time and energy to select the right employee. A well-prepared, qualified job seeker can increase their likelihood of landing the job by avoiding these job seeker behaviors employers hate. Employers magnify their chances of hiring a superior employee, when they avoid job seekers who exhibit these ten fatal errors, what employers hate about job seekers – or ought to. 1. Job seekers apply indiscriminately for jobs that don’t match their skills and experience. Employers are spammed by unqualified and marginally qualified people who apply for each posted job. Yet, reviewing every resume, hoping for a gem, the interesting applicant who doesn’t quite fit the hiring profile, is critical to find superior employees. So, the employer is stuck evaluating them all; and this means - they are all gone - in 30 seconds. 2. Job seekers don't follow instructions about how to apply for the job. If the job seeker fails to follow instructions, their application may never reach the people with the power to hire. Failure to answer questions about salary requirements, for example, may relegate their application to the “no” pile. Worse? A job application that fails to follow directions is not considered a valid application and need not receive consideration for the position. Employers must evaluate whether the job seeker’s behavior will be acceptable in their workplace. 3. Job seekers present their credentials unprofessionally. Their resume and cover letters contain typos, grammatical errors, incomplete thoughts, portions copied and pasted from prior applications to different employers, and details not requested for the current job. Recently, a governmental employer added the caveat that applications mailed in stationery belonging to the current employer would not be considered. The same applies to emailed applications from the current employer’s address. 4. Job seekers lie on their resume or bolster their credentials by blurring details or leaving out pertinent facts. In a recent SHRM study, 64% of HR professionals did not extend a job offer to a potential employee because their background reference check showed inaccurate dates of previous employment. Lies that are purposeful or lies that omit facts and blur details will haunt a job seeker. Commonly, employers consider lying on application materials grounds for dismissal – even years after the employee was hired. Employers should dig deeply to check the accuracy of applicant credentials such as claimed degrees. 5. Job seekers are unprepared to fill out the job application during their scheduled interview. This makes the job seeker seem unprepared. It holds up the employer’s background checking process if the job seeker is a viable candidate. Companies often use the application as a literacy screen so taking the application home is not an option. In any case, employers can take no action until they have a completed, signed application that gives permission for reference checks. Plus, the job seeker’s signature attests to the veracity of the information they provide. Especially if you asked the applicant to arrive early to fill out the application – and most employers do – this lack of preparation is unacceptable. 6. Job seekers fail to research the company. In one recent interview for a software development company, the job seeker hadn’t visited the company website or become familiar with the products. How can a job seeker tell an employer how well he or she will fit the job and the company when the applicant didn’t even visit the website? In fact, how can the job seeker even apply? This is hardly the face to present to a potential employer. And, it speaks volumes for potential job performance. Or, it should. 7. Job seekers try to get to hiring managers in an effort to circumvent the hiring process. Read number two above. Then, ignore this advice provided by supposedly informed career professionals. Applications sent to hiring managers end up on HR’s desk. The note says, “I don’t know this applicant.” Or, the note says, “I can’t vouch for this person, but someone I know recommended him.” Rest assured, if a current employee is enthused about a candidate, the “right” people know. And, the job seeker doesn’t risk pissing off HR staff who move qualified applicants on through the review process. 8. Job seekers that “bug” hiring managers and HR staff quickly wear out their welcome. HR has a name for candidates whose calls, emails, and visits interrupt work and steal time and attention from overworked staff. They call them “stalkers.” These job seekers gain no points with the hiring decision makers – and this ought to be the consequence of such behavior. Get my drift? 9. Job seekers indulge in unprofessional interview behavior. Why would any serious job candidate blow their chances so badly when their foot is already in the door? Job searchers arrive late; dress improperly, reek of cologne, and sport dirty finger nails. They are unprepared to answer predictable questions. They chew gum, take calls on cell phones, and forget items they need in their cars. One interviewee asked the employer the name of the company where he was interviewing; he said he forgot to read the sign on his way in. Another asked an interviewer if she wanted to see his belly scar to verify a boat accident was the reason for his unemployment. Smart employers notice and make appropriate hiring decisions. 10. Job seekers fail to practice common courtesy. They arrive late, fail to follow instructions, bombard employers with emails and calls, and talk down to lower level employees. Employers should consider courtesies such as thank you letters when making a hiring decision. Candidate behaviors do reappear in the workplace. Source: http://humanresources.about.com/od/selectemployees/a/employers_hate.htm

Elise

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Malaysia's Employers of choice..........are you the one...

Elise

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Strangest interview questions.........

Grace Pang

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Can you train happiness? It might just be your biggest sales conversion asset yet!
“Good Morning…. Sunshine!” Yep, just 3 simple words greeted me at the order-taking intercom at Starbucks drive-thru yesterday morning. What followed was the most pleasant experience I’ve had interacting with a service based company in a long time. Every single “note” was pure Red Thread Client Service! The thing about interactions is that they usually involve emotion, good or bad. Emotions or feelings “stamp” that experience. The stronger the emotion the more we remember it and tell others. Experiences that have no emotion invoked we forget. So we either want to make them good ones and certainly not bad ones. This experience also set the tone for the entire day for me and for many others. I watched two cars in front of me, curiously wondering what the heck was going on. The lady’s face, two cars up, lit up with a smile, laughter and effusive energy in the side-view mirror. Then the car in front of me….same reaction. The anticipation of wondering what was so fantastic was brewing inside me. Why in the heck would interacting with an intercom elicit happiness? The order conversation after the spunky “Good Morning Sunshine” was followed by a closing upbeat and energetic “wonderful”, instead of the typical thank you. All of it fun and delightful. It was all a STANDout™ experience. When I drove up to the window, smiling from ear to ear, the cute girl waiting to take my money was all smiles as well. I exclaimed “whose the voice behind the intercom?” She replied, “Oh yeah, Chase is amazing and it’s contagious. We are all happy in here!” About 6 people inside the window service area turned around and smiled and pointed at Chase who was busy taking another order. When finished I told Chase he should be training all service people! He’s a linchpin and we can all use them in our business. I’m sure his positive energy made him enjoy his job more, his fellow employees enjoyed their jobs more, and the customers for sure enjoyed their day more. Did it really take something special for Chase to be this way? Special training? Special skills? No, of course not. It costs nothing to be happy. It costs nothing to train others and ourselves to value happiness and kindness over other rules and protocol in the business. It does seem to be the hardest thing for us to all seem to be able to do….to set aside our personal issues, our bad day, our gripes, our hardships, to remember what’s the easiest and cheapest way to create a Red Thread Experience. However it made the biggest difference in how I viewed this brand and how I view most brands. Of course, Starbucks needed to have great overall branding, an amazing product, and an inviting store, for me to pay $2.50-$6 for a drink. What keeps me coming is the service which is normally above average. What do other businesses do that need to charge a high ticket service or product fee? I now have a new “feeling” that arises when I think of getting a coffee at Starbucks. But, it’s not one that I have to think about. It is subconscious. Subconcsious decisions that we make on what we buy, where we go, what we do, what we spend and who we trust are based on an accumulation of experiences with that company. There are lots of companies that make good tasting drinks, have good enough branding, and perfectly suitable furnishings/store decor. Why we are devoted to Starbucks is because they create a Red Thread Client Culture™. They are like “Cheers” where most everyone knows your name, if you visit fairly often enough. That’s important! It’s an up level move that separates the Starbucks from the Dunkin Donuts. I wouldn’t expect to have that sort of experience at DD, honestly, but hey…they could at least try. It comes back to that “gut reaction”. I’ve heard it said that a brand is the gut reaction someone has when they think of your brand. Those gut reactions aren’t just something they perceive but learned experiences based on emotions they felt as they experienced your company. All tucked away and stored in the subconscious for the next time they decide they want or need say …another cup of joe….who will they pick? How does this apply to your sales conversion? What parts of your business can you automate and what parts need training, more training, and yet more training until they become part of your Red Thread Client Culture™? Source link: http://www.tonyadavidson.com/blog/2014/08/12/can-train-happiness-might-just-biggest-sales-conversion-asset-yet/

shamini devi

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Four Lessons From The Red Carpet On Customer Service
If you scored Beyonce as a client, you’d make sure she got A-list customer service. When her handlers called, they’d reach the right person at your company on the first ring. You’d train your team to bring the love. If Beyonce was unhappy, you’d fix the problem—stat. Why not treat your existing customers the same way? If you’re too lazy to give them red-carpet customer service, someone else will. And, it’ll kill your business. Accenture found 51% of consumers switched firms in 2013 after getting poor service. Want to hold onto your business and see it grow? Do this. Get Crazy Curious. Your customers deserve luxury. You can’t deliver it if you don’t know what it is. Give yourself a crash course. Put off buying the S-Works bike. Spring for a night at the One and Only Resorts instead. Grill the bellman on how he’s trained. Look for ideas to bring back to your business. At my companies, we call customers guests to set the tone and give them the same special care that a guest at your home gets. X-Ray Souls. When you attend a red-carpet event, a town car arrives to pick you up. You lean back on the soft leather seats, and you see Gray Goose vodka and Firestone IPA. There is a bowl of Terra chips, in case you are hungry. You feel cared for. The planners make sure. Anticipate your guests’ needs the same way. Selling them cars? Share the best place to get a stereo upgrade. Writing content for them? Help them promote it online in credible places. Find new ways to make their lives easier and more effective. It creates great opportunities to grow your business. Make Them Feel Your Muscle. At any red carpet event, guests pass through tight security before entering. Greeters check and cross-check your identity against a guest list. Giant body guards keep watch over every door. Once inside the large party tent, well-trained assistants guide you through the paparazzi shots to the people you really want to meet. Guests at your business should feel just as secure. If you run a service firm, schedule a welcome call where you gather the team to walk them through their project. Review the deliverables carefully. Let them know when you’ll deliver progress reports. Make sure they know you’re looking out for them with solid follow-up and in words and tones that build certainty in your firm. Slack on this and they won’t come back, and will text or post their reasons to five of their friends Crush the details. Quit saying you don’t have the budget to pamper anyone. At my company, we train our guest services team to be sensitive to guests’ tone of voice and cadence. That doesn’t cost anything but it helps us make a powerful, emotional-charged connection. That’s one reason 95% of our customers keep coming back. Source of Link : http://www.forbes.com/sites/ericschiffer/2014/07/31/4-lessons-from-the-red-carpet-on-customer-service/

Zoey

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Why the Best Customer Service is Invisible
You’ve heard it time and time again—customer service is a very hands-on part of a business, and if you rely too much on technology, you’re driving away customers. This can certainly be true at times, but not all the time. In fact, the best customer service is invisible and readily used by companies that are ranked as the best service providers. How can such a tangible part of business be unseen by the naked eye? First, you have to consider what customer service is. It’s not just one thing, but an experience that’s made up of several tools and approaches. What many people think of as “customer service” is how a company representative answers a phone. They don’t think about the technology this rep might be using or the potential touch phone system that got them connected to a live person in the first place. Direct customer service What many people think of as customer service is actually “direct customer service.” The direct part is when you actually make contact—whether it’s at a cash register, over the phone, or when you get an email back from a company. However, it’s automation and technology that gets you to that point. Jayson DeMers, founder & CEO of AudienceBloom, has merged direct customer service with technology and automation to overhaul his company’s customer service initiative. “We learned that customer service is time-consuming, but it’s absolutely crucial to not only making the sale, but keeping clients happy,” says DeMers. “Communication is the element that establishes trust, professionalism, and builds customer loyalty.” DeMers says Boomerang for Gmail has been the most effective technology implementation for improving and automating customer service. With customer support automation, the knowledge base of known issues and resolutions is built into an expert system. Then, a complete suite of solutions that might include self-support, assisted support and proactive support become part of the mix. Automated support is what allows companies to offer round-the-clock service via alarm monitoring and early troubleshooting. Technology at work Many useful technologies, such online libraries or knowledge bases where customers can do self-help diagnostics, can help. Employees may use customer relationship management (CRM) software and systems, or network management systems (NMS) in order to best tackle issues and resolve complaints. Simultaneously, these tasks are being organized while other software programs ensure that any applicable regulations are being followed (HIPAA, etc.). For proactive support automation, this encompasses solutions that reduce downtime and offer constant availability. Pre-emptive support automation is a solution that uses information that’s derived from another point (such as log files, etc.) and is then used to predict future problems. Self-support are structures such as online tools for simple troubleshooting. Finally, assisted support is software that lets employs help customers remotely, such as trouble ticket resolution. The best of both worlds In an ideal world, customers won’t have a clue about the technology being used in customer service—and that’s the way it should be. Combining automated “invisible” customer service with direct customer service is the best way to provide the experience your customers want. If you internally streamline processes behind the curtain while practice direct service excellence, you’re providing everyone with the structure they need to be happy. Advances in customer service technology are impressive and constantly evolving. As a business owner, you need to adopt changes as necessary, but also provide ongoing service training to your workers. It’s a practice in balance, and when one side is off it will impact the other. Source of link : http://blogs.salesforce.com/company/2014/07/why-the-best-customer-service-is-invisible.html

Neira Mohamad

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Avoid These Simple, Commonly-Made Customer Experience Mistakes
Creating the perfect customer experience is a challenge for many of us. With so many aspects to consider, we may often find areas where we let our customers down unintentionally. The important thing to do is to minimize as many customer experience mistakes as possible. At Client Heartbeat, we have been guilty of providing some poor experiences. In the past, we preferred for our customers to use one support channel – email. It made it easier for us to manage support inquiries and we believed we offered better service through that channel. Nowadays, we know our customers sometimes want to speak to an actual person and have their questions answered straight away. That’s why we now use a unified support strategy where our customers can reach us via email, phone and social media if their questions are not answered via the support documents and FAQs found on our website. In this blog post I’m going to discuss three customer experience mistakes that I run into all the time, provide a real example for each and give recommendations as to how avoid making the same mistakes. 1. Neglecting a consistent omni-channel experience Daniel Newman, digital marketer and CEO of BroadSuite, defines omni-channel as a “reflection of the choice that consumers have in how they engage a brand, and therefore is best represented as how brands enable their clients and consumers to use these channels to engage with them.” He goes on to say that marketers now need to provide a seamless experience, regardless of the channel or device. I tend to agree with Daniel. A consumer needs to be able to engage with a company in a physical store, on an online website or via a mobile app. They expect a consistent level of service and assume they have access to all the same products at all the same prices. Big brands are leading the way with omni-channel retailing. Macy’s, for example, offers a great experience across their website, mobile apps and social media channels. In Macy’s annual report last December, they highlighted that the company no longer breaks down its sales by channel. This is a strategic move and I see it being one that most companies will follow in the years ahead. No longer does the retail marketing team battle the online marketing team. Everyone is aligned with one single goal: increase revenue and profit across all channels. A good omni-channel experience is no longer just a nice option to have. It’s become a must-have, but unfortunately most businesses are still treating each of their channels individually. Dick Smith, an Aussie electronics retailer, is a great example of a company who is making a mistake in respect to neglecting the omni-channel experience. In talking to a representative at Dick Smith, he told me, “The online store is a different part of the business. We can’t handle exchanges in store. You need to speak to the online team.” In today’s world where we expect a consistent, unified experience from the companies we buy from, this is a big letdown. I found out later that in some cases the prices advertised via their online store are not honored in their retail store – wow. I walked out of the store feeling like I was back in 2006 when retailers were still struggling to setup systems to manage their different channels. What you can learn from Dick Smith’s customer experience mistakes: Ensure a consistent experience across all channels. Customers are approaching their experiences from multiple angles. A report by MIT found that 80% of store shoppers check prices online, with one-third accessing information on their mobile device while in store. Stop breaking sales reports up by channel. Dick Smith is obviously still reporting based on channel, thus they want to keep the different areas of their business separate. But this is hurting customers. They need to move away from measuring success based on channel and recognize that customers touch multiple channels before making a purchase. 2. Offering only one customer support channel The multi-channel customer support era is here. Zendesk sums up the radical changes well in their “Guide to Multi-Channel Support” saying, “We are in a world where every business must consider the impact of offering multi-channel customer support; as well as what it means to not offer it.” I don’t think I could have said it better myself. The realization is that in today’s world, if you restrict customers to limited support channels, you are offering a bad customer experience and you run the risk of losing their business. Your customers want multiple options of ways to communicate with you. They want to be able to phone you, email you, tweet you and even live chat you. There have been a two big factors that have led us to where we are today. The recent growth of social media sites like Twitter and Facebook have ushered in a generation of customers who are no longer willing to stay on hold for 30 minutes on the phone. Instead, they much prefer to tweet their questions via 140 characters. And guess what. They expect an answer – quick. Furthermore, the rise of mobile devices has made it even easier for customers to reach you while they’re on the go. They expect to reach you when they’re on the bus, out at a client’s site or even in bed! Let’s look at another example of a poor customer experience. Unfortunately, we’re going to be talking about Dick Smith again. I ordered five tablet devices via the online store and noticed upon receipt that two devices were damaged with big smudges on the screen. I called customer support to exchange the products and was on hold for 10 minutes while the recording suggested that their preferred method of contact was via email. First mistake. Although you may prefer a particular customer support channel, it’s not your preference that you need to consider – it’s your customers! If your customer wants to use phone, email, Twitter – whatever – you need to enthusiastically offer them that customer support channel. Anyway, I didn’t have all day to sit on the phone so I submitted an online inquiry hoping that I’d get a fast response since that was their preferred customer support channel. But after seven days I had nothing – no response. After all this I ended up having to go into the store to talk to someone. It was here where I was told that the Dick Smith online business was separate to their retail business. They said they couldn’t help –again, no multi-channel customer support. What you can learn from Dick Smith’s customer experience mistakes: Offer support across all modern support channels. Dick Smith neglected to realize that customers prefer dealing with support using their favorite channels – not the company’s. Make sure your support channels talk to each other. Dick Smith didn’t have a system that could connect phone support, email support and in-store support. By integrating all of their channels, they could have offered a more personalized experience. Tools to help you offer multi-channel customer support: All this added pressure on your customer support team will be hard to consume – especially if you’re a small team. We’ve faced our own struggles at Client Heartbeat – trying to monitor all our support channels and maintain our high levels of service is hard. But, that’s where tools and systems like Zendesk, Help Scout and Sprout Social can help. These tools can bring your support channels together and make some repeatable tasks just that little bit easier. 3. Sending too many communications (emails, texts, calls, etc.) Over-communication is a fast way to annoy your customers. Our modern world is hectic. Your customers are busy people that get hundreds of emails per week. They don’t need more communications that aren’t important to them. Some companies fall into the trap of sending too many emails and SMS text messages. They think that they are offering a better service by keeping customers well informed, but in reality, it’s too much. So what is over-communication? Ken Makovsky, President of Makovsky + Company, describes over-communication as “repetition of the same message at least once, if not more” and questions whether over-communicating is annoying for the listener. There are two sides of the argument. You want to ensure that your customer has received the message, but you don’t want to overdo it. Ken suggests it is generally not okay to repeat communications, but in today’s world – with all the distractions – it may become the new rule. I agree with Ken, provided the rule is used with caution. In the situations where repetition is necessary, it should be done using a different channel than the first. For example, if you sent a critical confirmation message via email, it might be acceptable to send it again via SMS. Dick Smith provides a great example of a poor customer experience due to over-communication. Instead of getting one order confirmation and one tracking confirmation email when I placed the order for five tablets, guess how many communications I received. 12 Emails and 10 SMS messages. Wow. I ended up receiving order confirmations for each individual tablet, as well as follow up shipment notifications and SMS messages for each individual tablet. This was really confusing at the start because I didn’t know why I was getting all these messages. I even sent a support request suggesting they might have a bug in their system. Their response was, “In relation to your inquiry, please be advised that we have forwarded the information to the relevant department for consideration.” Eventually, I worked out that the company had sent the five tablets from five different stores and thus I received five different order confirmations and five different tracking numbers. Again: WOW. Not ideal at all and another great example of a situation that would benefit from the omni-channel experience. What you can learn from Dick Smith’s customer experience mistakes: Think about your customer before sending communications. Do you really need to send the communication or will it be overkill? Dick Smith felt the need to send all of those emails, but in reality, two emails and one SMS would have been enough. Be careful of automated communications. Dick Smith has their email notifications set up automatically, which explains why they haven’t picked up on this over-communication. When relying on technology, make sure it is set up correctly and think about the end-user experience. The customer experience should always be the first priority and then you should find technology to make the experience work – not the other way round. Creating the perfect customer experience is hard Customers are becoming more demanding day by day. They now have high customer expectations and as a company, you need to adapt to these expectations or run the risk of losing them to competitors. The point here is that no customer experience is 100% perfect. But, if you can avoid these common customer experience mistakes, you will go long way to increasing customer satisfaction and building long-term customer loyalty. Source of link : http://blog.clientheartbeat.com/customer-experience-mistakes/