Author : Brandi CummingsOne of the biggest factors of a business’ success is how efficiently it runs The age old saying of things working like a well oiled machine is something that every business should strive for If they can achieve that, they will be working efficiently and giving their clients the best customer service possible One of the places businesses tend to lose efficiency is the one place that most of their customer interaction takes place - the telephone

There are two things that contribute to efficiency in a business’s telephone system - how a customer moves through the system and how well their needs are met once they are talking to a representative To ensure maximum efficiency and customer service in these areas a couple of things are required One, the caller needs to be able to reach the person or department they are looking for quickly and easily Two, they need to be well taken care of in a timely manner once they arrive at the proper place Businesses are able to accomplish these things with one easy to use and inexpensive tool - a virtual PBX

A virtual PBX allows a business to set up a main greeting auto attendant that directs a caller to the appropriate place smoothly The auto attendant gives the caller options of where they can be transferred to and have their needs met This reduces confusion on the caller’s part, moves them efficiently through the phone system and in turn ensures clients are receiving good customer service Recently, many businesses are sending employees to work from home and for a variety of reasons: reducing their negative impact on the environment, downsizing, or to reduce overhead These employees can still be within the umbrella of the virtual PBX They can still be accessible and available to customers due to the unique call forwarding feature of a virtual PBX This would also hold true for businesses with multiple offices or locations

How the caller’s needs are met once they are forwarded to the appropriate place is the second important aspect of ensuring efficiency and quality customer service within a business’s telephone system Using the call record feature of a virtual PBX, all incoming calls can be listened to and evaluated This will ensure that the customer’s needs are being met and in an efficient manner It can assist in training new employees, as well as old, on the best way to handle calls This feature can still be used with off site employees so their calls can be monitored even though they are at a different location Speeding up the time it takes to train new employees and reminding old employees how to handle calls the right way increases efficiency and customer service

The ability to run reports is another feature of a virtual PBX that helps to ensure that caller’s needs are being met These reports can be based on when and where calls are coming in, where they are coming from, and if those calls are being answered or sent to voice mail This allows a business to track in what areas their callers are located, which extensions are receiving the most calls, what time of day is the busiest for calls, and how many calls are not being answered Learning this vital information helps to make sure they are properly staffed for the peak times of incoming calls and make sure the calls coming in are being answered An additional benefit to these reports is that if a business has a lot of calls coming into one particular extension, they can adjust marketing or customer support materials to better address the issues that people are frequently calling in about

For a business looking to increase their efficiency and maintain a high level of customer service a good place to start is their phone system It is a major part of how a business interacts with their customers and therefore a place where their employees spend much of their time Because of that a business owner needs to be able to get their callers through to the person or department that they need quickly and easily while at the same time ensuring they are getting the best support possible once they are connected Brandi Cummings, an expert author on the unique issues facing small and home based businesses, recommends checking out http://www.Freedom800.com a leading provider of virtual PBX systems.

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Author : Richard SaporitoIn restaurant dining room service, the serving trays are one the “tools” that the staff needs to perform their position properly

The type of tray used must be the correct fit for the restaurant’s menu and level of service It is a simple, but important truly a major factor in how well the tables are cleared

After finishing a service consulting job for a huge banquet operation that consisted of 3 gorgeous Romanesque style rooms total, I noticed the many different types of serving trays that the restaurant
was using

This inconsistency made things cumbersome and a bit confusing for the dining room service staff
It actually took a bit of time and effort to figure out the best type trays to use, and how it would improve the dining room service the most

First, we started with over sized, silver trays, and finally finished up with medium and large sized brown trays that had a nice grip in the center surface part of the tray The brown trays were the perfect fit and the staff thanked me greatly because they easiest to handle Serving trays seem like such a trivial item in restaurants, yet if used incorrectly, it will have a negative effect on restaurant service and staff

One of the main goals to keep in mind is to balance “what looks best in the dining room” to the logistics of actually getting the job done safely and in a sanitary manner

The 3 simple but very important things for waitstaff to remember about tray service are:
1-Do not carry too many items on the tray at one time because it is dangerous
2-Try not to carry too little at one time because it is wasted effort —balance is the key
3-Always separate the silverware on the tray, first–off to one side, and then stack plates

Here are some other important tray maintenance points:

1-There always must be enough trays available for service [Waitstaff must not be wasting time and effort searching for trays because there are not enough available ]

2-There also must be proper, designated “easy access” storage areas for the trays when they are not in use
A good storage spot would be on a shelf relatively close to the kitchen doors, so waitstaff could easily
place or retrieve before entering or exiting either the kitchen or the dining room areas
3-All trays must be gathered and washed each and every night

Also, in most cases, at least 2 different type of trays should be made available for dining room service A set of small sized trays and a set of large sized trays

Like customer service, serving trays seems like such a simple subject But, when you really get down to all of the factors involved, things can become quite complex and should not be taken lightly In some cases, the proper use of serving trays may also eliminate the need for buspans sitting in the dining room which can be a earsore and eyesore

Are the serving trays the correct fit for the restaurant’s menu and level of service?
Have you checked the type of serving trays to see if they are benefiting your restaurant service to the fullest?Richard Saporito is the founder of Topserve Restaurant Consulting. He has
over 30 years of restaurant service experience in many profitable New York City establishments. Discover how to

improve dining room service and increase your restaurant’s business by visiting: http://www.howtoimprovediningroomservice.com

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Author : Richard SaporitoWhile vacationing in a major city overseas, it was quite impossible for me not to notice how poorly tourists were being treated in some food service establishments I will not mention the name, but it was a city that was flooded with tourists from all over the world

Everyone knows, from big city restaurants to restaurants in resort areas, how difficult tourists can be at times But, when it comes to restaurant service, the reality of the matter is that one must get past the surface, and be most understanding of a tourist’s situation

Jet lag, being in a foreign place, unfamiliarity with the language or currency are all factors that feed into the bizarre actions and wacky behavior of a tourist I won’t even to exclude myself from this category at certain times when traveling

Instead of taking on these attitudes personally, a restaurant operator or waiter must flip the coin to the other side where a little compassion and understanding can go a very long way regardless of the situation

For example, I had just experienced a long, but most interesting day touring the incredible and wondrous sights of this city when all I wanted to do was get a decent, relaxing bite to eat

I kept walking into restaurants, asking a simple question and getting some unexpected poor treatment in return Now, everyone in the world who goes out to spend the money to dine wants to relax and feel welcome–not to feel intimidated or threatened in any way

But, the latter kept happening to me time and again, so I kept walking out of these restaurants in utter disbelief refusing to plunk down money for a bad food service experience

Then, I finally gave it one more chance at a small trattoria on a little side street asking for one of my favorite dishes– fettuccine with clam sauce All of the other restaurants had turned me down because it had to be spaghetti with clam sauce and no variation

But, this owner or waiter of the restaurant said “Yes, certainly sir, whatever you would like us to prepare for you ” So, I sat down, enjoyed the entire delicious meal thoroughly, ordered an excellent dessert, and then he brought me a cappuccino on the house (pennies to make) - with a big smile on his face

Well, to say the least, everything was perfect, the meal, the incredible customer service and he, himself, had relaxed me so much after a somewhat stressful day–as touring can be sometimes

From that point onward, this customer service expert owned me At the end of each touring day, I kept returning to enjoy his restaurant, and even more happy to bring him the extra business

As a restaurant service person, if you are going to put in the time and effort into performing a job, why not put the ego aside and try to please the customer with a smile and friendly service — whatever their case may be It is really the humane thing to do Otherwise, one is wasting their precious time in this industry

Restaurant service for tourists is always a double edged sword On one hand it is very difficult to serve tourists for the reasons mentioned above, yet, on the other hand, their spending can often make or break a business These days, nobody can afford to lose business simply because of a lack of courteousness and respect

As time goes by, tourism will only be increasing in this world as people with more disposable income want to get out of their own dwellings and find out the mysteries of other cultures Just because one tourist walks in a little nutty, doesn’t mean they all will
Also, remember, these tourists will tell their their friends about their restaurant service experiences, even in other countries I, myself, will definitely recommend this particular restaurant to family and friends who travel to this city in the future Who wants to take the chance of getting burned somewhere else?

Whether you are an owner/operator, manager, or waiter, are you treating tourists well in your establishment?Richard Saporito is the founder of Topserve Restaurant Consulting. He has
over 30 years of restaurant service experience in many profitable New York City establishments.
Discover how to

improve dining room service and increase your restaurant’s business by visiting: http://www.howtoimprovediningroomservice.

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Author : Jimmy WoodallOutsourcing is not specific to chemistry, but as a society for chemists, it is appropriate for the American Chemical Society to examine how this trend will affect its members and the industrial and academic communities Our conclusions will determine how best to proceed in a changing society

This practice is contracting with another company or person to do a particular function Almost every organization outsources in some way This is a term used to describe almost any corporate activity that is managed by an outside vendor, from the running of the company cafeteria to the provision of courier services It is most commonly used, however, to apply to the transfer of the management of the organizations computer facilities to an Outside agent

This is a way of risk sharing By outsourcing your business enterprise to a third-party, you are minimizing the risk This happens to be hitting skilled jobs that were once thought “safe” across a far wider swath of white-collar America Also understand, the new outsourcing is occurring at a breathtaking pace

This is high on the agenda of firms seeking to cut costs Based on an enhanced value-chain concept we develop a model that determines the conditions under which outsourcing and offshoring are not expedient

Usually this is generally lower cost than hiring and training people for an in-house IT department; the company might have limited resources Also most of the companies are very specialized and have more knowledge about the industry

This is about efficiency As costs decline, every consumer benefits, including those who lose their jobs to outsourcing There are a lot of India, Phillipines,and Singapore companies working over the phone and there are 2 problems , 1 the language barrier and when this is not the issue,2 the culture

This is the transfer of the delivery of services which affects both jobs and individuals It is difficult to dispute that outsourcing has a detrimental effect on individuals who face job disruption and employment insecurity; however, its supporters believe that this practice should bring down prices, providing greater economic benefit to all

Outsourcing is there to deal with the risks of technological obsolescence and systems failure One dimension that does not seem to be factored into this equation is the unreliability of HR, and analysis of how adequately companies are able to deal with these risks, whether in-house, outsourced, insourced or backsourced

This is successful in increasing product quality and/or substantially lowering firm and consumer costs (e g , increases the quality to cost ratio) Because this practice allows for lower costs, even if quality reduces slightly or not at all, productivity increases, which ultimately leads to increased corporate revenues

This is inherent to the homogenization of economic space in the EU It creates economies of scale, increased efficiency, and income redistribution while keeping the politically costly immigration from Eastern European at acceptable levels

Service producers will become even more specialized and will have to seek new ways of improving their efficiency and productivity Services such as call center services , teleradiology , medical billing , etc can help you save up to 60% of your total costs when outsourced! Getting access to high-quality services at a cost-effective price is the biggest benefit that you can get while outsourcing Visit The Outsourcing Website of Jim Woodall, he has many Videos, Articles and news feeds on the outsourcing subject
go there Now== http://www.outsourcing.jwoodl.com

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Author : Terence FugazziI was fortunate enough to attend this year’s CUNA Government Affairs Conference (GAC) in Washington, DC Someday I’ll probably tell my kids “I was there when it was all going down ” I literally stood a few hundred feet from the White House the same week President Obama was preparing to deliver his first budget proposal to Congress With the severity of the current economy, it literally felt like standing at the crossroads of the world

Just up the street from 1600 Pennsylvania Ave, credit union executives from across the country gathered last week to ponder their own economic fates U S Central, the largest corporate credit union in the United States, had recently announced investment losses large enough to require intervention And just like the United States looked to taxpayer dollars for economic recovery, the National Credit Union Association (NCUA) weighed a financial assessment on credit unions to support U S Central and the failing corporate credit union structure

All of the people I spoke with at the CUNA conference agreed: the NCUA’s Corporate Stabilization Program will have a significant impact on the credit union world The assessment will hurt profitability More importantly, there was significant distress that the assessment amount had not yet been defined There will be a cost to every credit union, but no one knew exactly how much or how many times credit unions will be asked to contribute

At some level the challenge facing credit unions is the same challenge we are all facing: How can we do more with less? Whether our incomes have gone down or our expenses have gone up, spending decisions are now integral to the survival of our organizations Even though I don’t have an answer to the corporate credit union crisis, I can suggest one way to “do more with less” and it comes from a personal experience

While on a business trip to Portland, Oregon last year, I stopped at a small deli for a bite to eat prior to meeting with a CEO of a local credit union As I stepped up to place my order, I noticed a small stack of business cards on the counter The cards were from one of the credit union’s lenders who I was about to visit who undoubtedly provided services to the deli Seeing my interest in the cards, a woman behind me leaned over and declared: “That is the best credit union in the whole world!”

What’s significant about this experience is that the credit union received free marketing from a person who had an obvious emotional connection with their organization And the truth is, every organization has customers like her They are out there, and they love your company To borrow a term, they’re “engaged” with your company If you ask them, they’ll be happy to tell you why they feel the way they do and what influenced them so strongly If you can get more of them (the same way you got the first one) you can generate more and more of this kind of free marketing

This kind of viral marketing is not only free-it’s ridiculously effective Allegiance conducted a study last year and found that 19% of “engaged” customers recommended their bank to an average of 4 1 friends-and 23% of those friends actually switched banks! Your mileage may vary from industry to industry, but what a great way to acquire customers with very little incremental spending!

My experience at the deli have left me wondering: What would happen if the U S Government borrowed a page from the credit union playbook Terence Fugazzi is the VP of Demand Marketing at Allegiance (http://www.allegiance.com). His company provides Enterprise Feedback Management (EFM) solutions that help organizations grow and increase profitability through improved customer and employee loyalty and engagement.

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Author : Bob SommersI’m your customer and I want to you to know that I like you and I like doing business with you

Some of my reasons may sound a little odd, and to tell you the truth I don’t fully understand them myself, but I assure you my comments are sincere

1 I like you because you like me You are the only supplier who has ever taken the time to send me a personal note stating how you feel

2 I like you because you are like me in so many ways We share common beliefs and experiences Because of this I know you understand me better than any other supplier

3 I like you because you are an expert at what you do I know I can count on you to provide me with accurate information saving me time and money

4 I like you because you don’t take yourself to seriously You can laugh at yourself and that makes me comfortable to be around you

5 I like you because I feel happy when I’m with you I look forward to seeing you and hearing from you because you make me feel joyful when I’m with you You make me laugh

6 I like you because you pay attention to how you present yourself You take care of yourself and it gives me confidence that you are taking care of my business at the same time

7 I like you because you are genuine I never feel like you are putting on airs or trying to be someone you’re not I trust you

8 I like you because you associate with others that I admire I do judge people by the company they keep, and you keep good company

9 I like you because I like to associate with people other people admire I feel special when I am in your presence

10 I like you because you are attentive to my needs You take the time to ask pertinent questions before offering a solution You care

11 I like you because you’re courteous You respect my time and space and you always let me know how much you appreciate my business

12 I like you because I know you’re on my team I can count on you to be there when I need you

13 I like you because you give me the opportunity to do things for you too You’ve done so much for me It makes me feel good about myself when you allow me to do something as simple as buy your lunch

14 Most importantly, I like you because I like me best when I’m with you You make me feel smart and interesting and funny and wise This is your greatest gift

And because I like you, I want to see you succeed I want to buy what you’re selling and refer you to everyone I know I’m delighted to go out of my way to add to your success

Thank you for making it so easy for me to like you and to do business with you

Signed, Your customerBob Sommers is the likability guy. Learn how to become immediately more likable by signing up for Bob’s likability e-class.

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