For some reason, the department that I work in at my current job always seems to be the one that gets projects dumped onto it whenever a shift in power or people takes place. So it always seems to be our job to pick up the pieces and figure out where the last person in charge had left off and where we can go from there. This is sometimes a difficult job to do, mainly due to the terms on which the last person left the job. Usually we get no input at all from the former workers and have the delightful task of trying to recover old documents and computer files as if it were a scavenger hunt. On occasion not only did the state of which the former employees left their project frustrate me, but shocked me as well- as it became apparent that the easiest thing to do would be to start completely over, even if that meant re-doing something that may have been done before but simply can't be found.
If there are more than one person working on a project at a time, it is always a good idea to have a system which is easy to decipher and easy for someone else to follow, should they need to continue your work and you're not there. First of all it is always important to SAVE files, and keep duplicates of paper documents just in case. Try to leave notes or instructions to let the next worker know where you left off and what should happen next. Also make sure that everyone working understands the filing system and know the procedure of what goes where, how many copies are needed of what, etc. Doing these little thing can not only make life easier for your co-workers, but also it will ultimately be better for the customer- and isn't that what it's all about?
Now there are those times when you may have left a job on bad terms, in which case you may have feelings of resentment towards everyone who is or will be working on your job. Please don't take it out on them and leave your projects in an awful state where no one where will be able to figure anything out. Though their scrambling may drive the company crazy for a split second, ultimately it will end up making you look bad because everyone will comment on what an awful condition the project had been left in- bringing the blame all back to you.
Sunday, November 30, 2008
Sunday, November 16, 2008
Keeping Calm and Courteous When Dealing with Unpleasant Customers
For the past two years I have worked at an arts academy during my summer and winter breaks. During the summer one of the main jobs I have is to help organize the many performing arts summer camps that are run through the academy. Definitely one of the worst parts of this job is having to make the phone calls to the sure to be unhappy parents, when something doesn't work out as planned.
Dealing with unpleasant and often angry costumers is really a part of every job. The first time you deal with one it can be a bit unnerving, but as with most things-practice makes perfect. The main things to remember is STAY CALM, and don't let the customer get to you. As much as you may want to tell this person off, just remember the business you would lose- and then remember that that person has a grapevines of friends that they will tell to also not use your business anymore. Always stays courteous and apologize to your customer for any inconvenience that might have been caused.
Also make sure you have the facts to back up the reasoning behind your bad news. There have been a few times where I was told to make a call, and then was asked questions that I had no idea how to answer. To keep from sounding completely incompetent I would usually tell the customers that I was an intern and was unsure of the answer, but I could ask my boss and get back to them- or have the boss talk to them directly. I now try to think of what the customer might ask before the calls and try to figure out all the answers before-hand, so I don't feel like a fool in front of the customers, and the customers still feel confident in the services of the business.
Unfortunately there are always those people who are never satisfied no matter how polite you are or how well you answer their questions. Best advice for these people- just keep smiling. There was one phone conversation I had last summer with a very upset mother when I told her that her requested place for camp location had been changed. She yelled, ranted, and raved at the incompetency of our program for about 15 minutes- even though the new location was only five minutes away from her chosen one. It didn't help that this was the last phone call at the end of a long workday either. But, all I could do for her was apologize, offer a refund if she wanted to withdrawal, and just stay pleasant and listen while she ranted. You can't please everyone, and you shouldn't have to, but for good customer service you do your best to remember that the customer is always right.
Dealing with unpleasant and often angry costumers is really a part of every job. The first time you deal with one it can be a bit unnerving, but as with most things-practice makes perfect. The main things to remember is STAY CALM, and don't let the customer get to you. As much as you may want to tell this person off, just remember the business you would lose- and then remember that that person has a grapevines of friends that they will tell to also not use your business anymore. Always stays courteous and apologize to your customer for any inconvenience that might have been caused.
Also make sure you have the facts to back up the reasoning behind your bad news. There have been a few times where I was told to make a call, and then was asked questions that I had no idea how to answer. To keep from sounding completely incompetent I would usually tell the customers that I was an intern and was unsure of the answer, but I could ask my boss and get back to them- or have the boss talk to them directly. I now try to think of what the customer might ask before the calls and try to figure out all the answers before-hand, so I don't feel like a fool in front of the customers, and the customers still feel confident in the services of the business.
Unfortunately there are always those people who are never satisfied no matter how polite you are or how well you answer their questions. Best advice for these people- just keep smiling. There was one phone conversation I had last summer with a very upset mother when I told her that her requested place for camp location had been changed. She yelled, ranted, and raved at the incompetency of our program for about 15 minutes- even though the new location was only five minutes away from her chosen one. It didn't help that this was the last phone call at the end of a long workday either. But, all I could do for her was apologize, offer a refund if she wanted to withdrawal, and just stay pleasant and listen while she ranted. You can't please everyone, and you shouldn't have to, but for good customer service you do your best to remember that the customer is always right.
Sunday, November 2, 2008
communication as indication of work environment
I've only worked at 5 different places since I got my first job, and each has been drastically different in the methods of communication employed there.
My first job was at a Comic book store. I worked 4 shifts there, once a week until I got a higher-paying job during my last semester of high school. I was offered the job by the owner, Jeff, and most of my friends already worked there. I was given the "rules" in about 5 minutes while the young "customers" filed in and basically stood around all day making sure nobody wrote on anything. Not much was communicated to me except "smoke 'em if you got 'em" and... well actually, I think that was it.
My second job, what I consider my first "real" job, was, ironically enough, as a Communications Assistant for a New Mexico-based contractor providing deaf relay services for Sprint. This basically means I was talking for and typing to the deaf and hard of hearing. The job *was* communicating, or that's what I was getting paid for. There were strict rules regarding the content of each of the calls, rules to which I must still abide if I don't want to break federal law. Otherwise I would have already written at *least* two blogs citing specific reasons communicating with the hard of hearing can be incredibly frustrating if you're ignorant of their limitations.
Oddly enough, though, that was the only job where I had little to no communication with my coworkers at all. I was offered a promotion via voicemail, passive aggressive notes were posted and slipped into mailboxes by coworkers and managers alike, and it was there that I received some of the sweetest thank-you notes from people we raised funds for when they were hit with personal tragedy. At the time, I couldn't put a face to 90% of the names I'd known while I was there and it was by far the most unpleasant place I've ever had to work.
Right now, I work at the Technology Services Help Desk. We contact every single one of our customers via email so that there is documentation of all actions taken on the part of our staff. But even though many of us communicate important information like problem resolution and whether someone is going to be late or out sick via email, we also talk constantly. Across the room, over cubicles, down the hall and via instant messenger. I can't say it's the most stimulating job I've ever held, it's certainly not the highest paid, but the laid-back attitude of the entire place makes it a good place to be 20 hours out of the week. Maybe Gallup polls can deduce what this has to do with communication, but being able to put a face to a name is good enough for me.
My first job was at a Comic book store. I worked 4 shifts there, once a week until I got a higher-paying job during my last semester of high school. I was offered the job by the owner, Jeff, and most of my friends already worked there. I was given the "rules" in about 5 minutes while the young "customers" filed in and basically stood around all day making sure nobody wrote on anything. Not much was communicated to me except "smoke 'em if you got 'em" and... well actually, I think that was it.
My second job, what I consider my first "real" job, was, ironically enough, as a Communications Assistant for a New Mexico-based contractor providing deaf relay services for Sprint. This basically means I was talking for and typing to the deaf and hard of hearing. The job *was* communicating, or that's what I was getting paid for. There were strict rules regarding the content of each of the calls, rules to which I must still abide if I don't want to break federal law. Otherwise I would have already written at *least* two blogs citing specific reasons communicating with the hard of hearing can be incredibly frustrating if you're ignorant of their limitations.
Oddly enough, though, that was the only job where I had little to no communication with my coworkers at all. I was offered a promotion via voicemail, passive aggressive notes were posted and slipped into mailboxes by coworkers and managers alike, and it was there that I received some of the sweetest thank-you notes from people we raised funds for when they were hit with personal tragedy. At the time, I couldn't put a face to 90% of the names I'd known while I was there and it was by far the most unpleasant place I've ever had to work.
Right now, I work at the Technology Services Help Desk. We contact every single one of our customers via email so that there is documentation of all actions taken on the part of our staff. But even though many of us communicate important information like problem resolution and whether someone is going to be late or out sick via email, we also talk constantly. Across the room, over cubicles, down the hall and via instant messenger. I can't say it's the most stimulating job I've ever held, it's certainly not the highest paid, but the laid-back attitude of the entire place makes it a good place to be 20 hours out of the week. Maybe Gallup polls can deduce what this has to do with communication, but being able to put a face to a name is good enough for me.
Wednesday, September 10, 2008
Group Members: Alyssa Crump, Amy Galles, Jason Jackson, Brittain Maas
Company: Fitness Creation
Our company is a non-profit organization that specializes in affordable physical fitness training and nutritional care for people of 50 years and older. The organization will be comprised of physical fitness and nutritional specialists who will work with clients, bringing them in-home fitness services. Having the company be an in-home service provider will make these services more easily accessible for those who may not have the ability to go to a fitness center and seek this type of help and information. It will also keep the costs down for the company, as there would be no overhead for a rental location. We provide these services because the availability of physical training and nutritional information to the older population is low, and because this generation is less likely to be able to seek out or afford these services.
There will be a yearly fee to the customers, but because the company is a non-profit organization most of the funding will come from received grants and fund raising opportunities. The company will need medical, fitness/exercise, and office equipment; all of which will be rented at the company’s expense. Member’s of the staff will take on multiple tasks and responsibilities required in running the company, not only providing the fitness and nutritional services, but also doing the recording-keeping and other office duties, so no extras fees will be spent on additional office staff. No fees will be spent on paid advertising either. Most advertising will be done by community referrals, or “word of mouth”, and through retirement homes.
Company: Fitness Creation
Our company is a non-profit organization that specializes in affordable physical fitness training and nutritional care for people of 50 years and older. The organization will be comprised of physical fitness and nutritional specialists who will work with clients, bringing them in-home fitness services. Having the company be an in-home service provider will make these services more easily accessible for those who may not have the ability to go to a fitness center and seek this type of help and information. It will also keep the costs down for the company, as there would be no overhead for a rental location. We provide these services because the availability of physical training and nutritional information to the older population is low, and because this generation is less likely to be able to seek out or afford these services.
There will be a yearly fee to the customers, but because the company is a non-profit organization most of the funding will come from received grants and fund raising opportunities. The company will need medical, fitness/exercise, and office equipment; all of which will be rented at the company’s expense. Member’s of the staff will take on multiple tasks and responsibilities required in running the company, not only providing the fitness and nutritional services, but also doing the recording-keeping and other office duties, so no extras fees will be spent on additional office staff. No fees will be spent on paid advertising either. Most advertising will be done by community referrals, or “word of mouth”, and through retirement homes.
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