

If you are an HR professional, talent manager or business coach, you night be interested in joining us for the next Association for Coaching in Ireland masterclass, ‘The Benefits Of Developing A Coaching Culture‘.
The event will tak place on Tuesday 20 May, 2008 in Dublin and on Wednesday 21 May 2008 in Belfast.
It will feature a case study of how Irish call centre Gem is using coaching to enhance organisational performance and is being led by Andrea Close Quality Manager for Gem, and Carole Pemberton, of Coaching to Solutions.
At this event we will explore a case study of how Gem is creating a coaching culture. Gem was established in 2000 and is a privately owned outsource contact centre based in Belfast delivering innovative services for market leading organisations across a wide range of geographic regions, sectors and channels.
Employing over 1000 people, Gem is dedicated to delivering outstanding results for our clients and our performance has been recognised through the many industry awards for recruitment, training, innovative use of technology and business development.
Gem faces the challenges of every call centre - how to engage, motivate and retain a young, educated and mobile workforce, so that its level of service delivery meets client needs. Their answer has been to develop an approach to coaching that aligns with their culture and values, an approach that makes coaching a part of how people work together.
Details of how to book to attend the Association for Coaching in Ireland masterclass can be found online.
Creating online video’s is a great way to provide resources and guidance to prospects and clients. Online video can also position you a knowledgable expert in your field and you have probably heard that they also increase the time people will stay on your website if the content is relevant and professionally delivered.
But what if you are concerned about the investment required to create online video’s especially if you have a limited development budget or you do not have the resources to outsource the production?
Well I just heard today that Camtasia Studio, one of the tools I use in my business, is making available a completely free, full version of screen capture video software Camtasia Studio Version 3 for a limited period of time.
I use Camtasia Studio for tutorials around building your personal brand and developing your employer brand and for customer service resources to help the members of my online membership community get familiar with the environment and you certainly do not need to be a technical whizz at all to use Camtasia Studio. You could also use Camtasia Studio to create information products that you can then sell to realise new streams of revenue from your practice.
You can download your free version of Camtasia Studio here and then register it. Then develop your action plan to use online video’s to attract more clients, support your current clients and grow your profits.
ADDITIONAL RESOURCES
Have you ever considered using online applications to enhance your business productivity?
On line applications can help you when working with current and potential clients. For example in connection with lead generation, delivering services to our clients and as internal tools in our practice – all of which enhance your productivity and effectiveness.
I was recently approached by journalist Marie Boran of the Irish Independent who asked me to do an email interview about my use of online applications in business to enhance productivity.
Online tools are particularly helpful when you are in a role where you are mobile and your team and the business partners you collaborate with are dispersed across the country or event the globe as is the case in my business.
Many of the applications are available at no cost or require a relatively small financial investment to assess them.
In addition, you do not have the challenge of installing and keeping the applications up to date on your own in-house IS platform.
Many of the tools and platforms are providing a bespoke solution for us and we did not have a previous desktop application. Other tools such as Skype we use in addition to our regular phone services.
I shared 32 of my favourite online applications that I use in my business.
Marie also asked me a number of questions about my view of online applications and you can read my perspective about why I think businesses big and small can benefit from online applications to build their brand, generate qualified leads attracting more clients, enhance their productivity, improve customer service and increase profits: Continue reading
How many times have you walked into a store and looked to make a purchase but the customer experience was so awful that you left without spending a dime?
Or perhaps the last time you went to your dentist you were met by a grumpy receptionist who made you feel as though it was easier to deal with the toothache than summon up to courage to book your appointment?
Every day, our experience of customer service is made up of hundreds of separate situations which leave with us a lasting impression of what great customer service is and also shape and influence how we connect with our own clients and potential clients.
It could be the way a phone call is answered. Or perhaps whether an email enquiry is responded to in a timely manner.
Let’s take as an example the first time you connect with someone face to face.
There are four key areas that people will notice when you talk with them:
YOUR BIZ GROWTH ACION STEPS
Here are three steps you can take to enhance he way you and your team connect with customers to make a postive lasting impression and build a platform for business growth:
Take these three steps and you will be setting the foundation of a cumstomer centric culture which is sure to build your brand, enhance your reputation and increase your profits.
And if you are interested in exploring this subject further, I would also recommend two books: “Raving Fans” by Ken Blanchard and “How to Talk tto Customers” by Tom Larkin.