With healthcare never too far away from the headlines, it’s hardly surprising that national attention has shifted towards customer service standards within the sector. You don’t have to look far to find scandal on excessive waiting times or procedures being cancelled, but should customer service really be a priority for the profession? It could be argued that the nation’s doctors and nurses are providing a service, which therefore requires them to offer a certain level of courtesy and compassion. But would this be a distraction to providing care with the speed and accuracy the public has come to expect? Customer service is not something any organisation can fail to overlook, regardless of whether it’s in the public or private sector. Providing a better service should be high on the agenda for the medical profession, and these strategies could help you move towards this goal.   Encourage courtesy at all levels It’s not enough for primary caregivers to be the ones providing top quality customer service, it needs to run right through every aspect of your healthcare facility. From the receptionist working on the front desk to the pharmacist responsible for putting together prescriptions, making sure you adopt a holistic approach to customer service is the only way for it to be truly effective. All it takes is for one person to be slightly discourteous and it has a negative impact on a patient’s impression of the entire organisation. If customer service is going to be prioritised, it’s imperative to make it a collective effort.   Adopt the right attitude Staff need to make sure they have the right attitude towards their job. Failing to do this will only make it difficult for them to be effective in their role, which will ultimately impact the quality of care given to your patients. Adopting a positive, can-do attitude when dealing with the public is essential, not least because it will give them confidence in the service you are providing. Empathy plays a major part in this, as it puts your patients’ minds at ease and shows you are running a professional operation.   Ensure access to information One issue that you might have come across time and time again in the healthcare sector is not being able to access the data you need. Although records are generally held in one central database, you might find it isn’t always available when you need it. The same goes for any internal memos your staff might need to improve the quality of the service they provide to patients. Being able to access a single system where all information is held can streamline processes and ultimately boost your customer service offering.   Provide a named point of contact A major source of frustration for people in the healthcare system is that they are never too sure who they should be dealing with. This can largely be overcome if you give them a primary point of contact who they can speak to about any concerns. This might be someone in patient advice and liaison services, or another named individual who they can deal with directly. This eliminates some of the frustration associated with being passed from department to department when trying to get answers or information.   Give employees a purpose People like to feel like they have a purpose in their role, rather than just simply turning up to work each day to fulfil a specific set of tasks. If you allow them to feel like they’re a part of something much more important, chances are they will be naturally more inclined to offer better customer service. Sometimes it is necessary to exceed expectations in order to get the job done - and your employees should be encouraged to do this. Patients will remember the person who went the extra mile just as much as they will the individual who gave them poor customer service.   Work to an acceptable time scale There is nothing more stressful than waiting for test results, or turning up for an appointment only to find there’s a considerable delay. One way in which you can really improve the sector’s image is to reduce these waiting times and work in line with people’s expectations. It’s also worthwhile thinking about how to deal with disgruntled patients. Being able to offer a reason for the hold-up is more likely to pacify them than simply expecting them to accept it.   Prioritise courtesy and compassion Healthcare requires a level of compassion that isn’t often quite as necessary in many other professions. After all, you are dealing with people at some of the most stressful and vulnerable times of their lives, so it pays to be sympathetic. It’s important to see the job as more than just a means of earning enough money to pay the bills. Showing a little humility can go a long way, and ultimately improve the standard of the customer service you are providing. After all, the wrong mentality can show all too easily, and extensive training can help staff identify the right responses for any given situation. Share this post with your own audience

Staying ahead in the mortgage market is something no lender or broker can afford to ignore. Figures from the Council of Mortgage Lenders show 40,600 loans were granted in February 2015, worth a value of £6.8 billion to the industry. This is a big market, and it’s becoming increasingly difficult to get a slice of. The key point to consider is that borrowers have a choice of who they turn to for their mortgage. Simply offering competitive products isn’t enough, which is why you will need to be creative when it comes to your sales strategies. It’s essential to stand out from the crowd for all the right reasons, but how can you ensure that this is the case?   First impressions count As the saying goes, you only have seven seconds to make a good first impression, and this is certainly true for the nation’s mortgage lenders. Meeting clients face to face is the ideal opportunity to show that you’re the lender for them. It might sound obvious, but simple steps such as shaking their hand and giving eye contact can all work in your favour. It also pays to be polite and make customers feel welcome. Although you might be offering favourable rates, there are other factors that people will take into account before choosing you as their lender. It’s also worth bearing in mind that if you are offering similar rates to a competitor, interpersonal factors could end up being the deal breaker!   Don’t be afraid to demonstrate your skills Anyone can talk themselves up when trying to get new clients on board, but the real key to mortgage sales success is proving that you are the person for the job. Remember that many sales leads in the mortgage industry come from customer recommendations, so it pays off in the long run to prove your abilities by delivering tangible results time and time again. Potential clients also want to be convinced of your skills and expertise, so make them aware of any industry affiliation your company might have. You may also want to think about displaying the Financial Conduct Authority-recognised qualifications you have been awarded. It is your in-depth knowledge of the mortgage market that makes you such an invaluable resource for borrowers, but they need to be convinced that you will work with their best interests in mind. Clients have a choice, so the onus is on you to show that you are the right person to secure them a home loan.   Be social Social media is not something any business can shy away from - and mortgage lending is certainly no exception. A 2014 Ofcom report revealed that as many as 66 per cent of online UK adults have at least one profile on a social network, presenting sales and marketing opportunities that simply can’t be ignored. So what is the value of social media for the mortgage industry? It enables you to develop relationships with clients past and present, as well as demonstrate that you’re keeping up with the times. Social media is also a means of gaining a better understanding your demographic, and being able to interact with them on a more frequent basis. After all, what other marketing tool enables you to directly address fans and followers in real time?  Successful salespeople have often built up strong levels of trust with their clients, which is something social media can accommodate, providing of course that it has been used effectively!   Provide added value It’s no longer enough just to do what’s expected, instead you need to go above and beyond the call of duty to really make yourself stand out against the competition. This is where the personal touch can really come into play. Actually listening to what clients want can be a deal clincher, and will ensure they remember you for the quality service you have provided. With so many mortgage products out there, it can often be quite overwhelming from a customer’s point of view. Offering a service that has been tailored to their individual needs - and shows you have listened intently to what they want from their home loan - will leave a positive lasting impression. This should be standard procedure regardless of whether you work for a big name lender or a smaller firm. Everyone should have the time to spend with their clients, not least because property is the biggest purchase most people will ever make in their lifetime.   Be ready to respond to enquiries It’s often the case that people will leave a meeting, only to remember shortly afterwards that there were various questions they had forgotten to ask. This is where you have the opportunity to really sell your services - make clients feel they can contact you with any follow-up queries they might have. Whether it’s via email or over the phone, customers will appreciate that you’re never too far away. Adopting a truly mobile approach to mortgage sales has the potential not only to improve productivity, but also the standard of the service provided. It’s no longer necessary for you to be hooked up to a landline and PC to deal with enquiries. You can be out of the office and still maintain the same level of customer service as you would if you were sat at your desk. Share this post with your own audience

It is often said that people never stop learning, but as the tools to achieve this are constantly developing, it can be difficult to know which are the most effective. One concept that has really come to the fore over recent years is e-learning. Companies are drawn to the flexibility that these platforms allow, but just how good are they at enabling your staff to develop their skills? Corporate e-learning has real value in the workplace, providing of course that you know what training is needed for your staff, and that the right platform is chosen for your specific organisation. Here are some of the main reasons why e-learning has proved such an effective way for the nation’s businesses to train their staff.   Cut the cost of training Training is a necessary part of running any successful company, but it can prove costly. There is a considerable expense associated with sending staff on training courses, and there’s always a risk that you might not be happy with the end result. E-learning is typically more affordable than traditional training strategies. It eliminates the need for printed materials, and of course paying for the time and expertise of the person delivering the programme.   Put the brakes on company downtime Downtime is another issue you’re likely to face when sending workers on training courses. Spending time away from the office leads to a loss of productivity that can, in some cases, be difficult to justify. With e-learning, workers can build new skills at a pace you’re happy with, therefore causing minimum interruption to your day-to-day working activities. The cloud-based system may also mean workers can continue with their learning in their own time, further reducing disruption to your business.   Develop skills relevant to your organisation Many training schemes are devised to be used by a wide variety of companies, meaning they might not necessarily be tailored to your particular business. However, with e-learning packages, you can specify certain modules and themes that are going to be most beneficial to your staff. There is no longer any need to adopt a one-size-fits-all approach to training, as e-learning is the ultimate in flexible and relevant skills development.   Learning at an individual pace It is human nature that some people pick up ideas and concepts quicker than others, and this is certainly the case when it comes to workplace training. A one-day course might be ideal for some of your employees, while others might need a little longer to get to grips with what they have learnt. An e-learning package gives workers the chance to work at their own pace. If they’re struggling with one particular area, they can look over the learning materials over and over again until they have fully grasped the concept.   Flexibility when you need it most How many times have you attempted to schedule employee training, only to find that someone who needs to attend is on annual or sickness leave? E-learning means this no longer needs to be an issue, as the programmes can be followed according to each person’s individual agenda. It does help to put a deadline in place for when the modules need to be completed, but thanks to the true flexibility of these systems, this can be as soon or as far into the future as you like.   Boost your environmental credentials Going green is high on the agenda for many businesses, and e-learning is one way of minimising your carbon footprint. Giving staff the chance to learn on site means you no longer have the transport costs associated with sending them to training sites across the country. You will also be able to reduce the amount of paper needed for printed materials. Looking deeper into the benefits of e-learning you will also recognise that it cuts down on the need for heating and lighting typically required at an external premises. It’s a win-win for businesses and the environment alike!   Ability to assess progress Many e-learning packages come with testing and assessment capabilities. This can give employees the motivation to make sure they keep up with their studies, while it also provides you with an opportunity to see how well they are performing. Using external training providers doesn’t lend itself well to continuous assessment. You could easily provide staff with a quick test on what they have learnt, but there would be no guarantee that this would lead to ongoing development. E-learning is a much more interactive way of training staff, while also giving peace of mind that the information is being used to a proper end.   Employee retention Keeping the best staff on board is a challenge for any business, but with e-learning, you could find that turnover is reduced. People like to feel they are developing in their role, rather than just coasting along and performing the same tasks day after day. By offering the opportunity to learn, you are demonstrating to employees that they play an important part in the business - and that their existing skills are worth developing. E-learning is also likely to appeal to a much wider scope of learning styles than more traditional training initiatives. Share this post with your own audience

Despite your best intentions, traditional training methods are no longer relevant or rousing for sales staff. In the past, teaching and coaching was designed to improve employee expertise on an individual level. More often than not this would assess their performance, identify knowledge or skills gaps, develop a plan of action, implement this strategy, assess employee progress and then repeat for other members of staff. While this approach can go some way in enhancing competence, it doesn’t inspire a long-lasting change for the entire sales force. What’s more, it means that sales managers can become complacent and stagnant when conveying their own experience and knowledge. While the professionalism and proficiency of senior staff should be passed on to junior employees, it is also imperative to train sales managers so they can coach employees successfully. That way, their combination of wisdom and worldliness can always be capitalised on. Not only does this increase the confidence and capabilities of every employee, it can also go a long way in securing more sales and meeting organisational objectives. But how do you go about training sales managers?   Problems associated with sales managers that coach The biggest trap that a lot of business fall into is to believe sales managers are capable of coaching simply because they are experienced. However, convincing potential prospects to convert and teaching staff on the secrets of selling are two very different things. Another reason why training isn’t adopted for sales manager is due to the fact they are constantly busy and additional coaching would be a waste of time, effort and resources. This money could be used to train the actual workforce instead or set aside for other areas of the business. But all of these problems can actually contribute to a strategic failure. The whole purpose of training your sales team is to ensure they have the skills, supplies and support to increase turnover and generate a profit. This is something that has already been achieved by sales managers who posses the necessary requirements to succeed. By ignoring this invaluable resource and continuing with antiquated coaching that does little to spur on sales teams is like shooting yourself in the foot.   How to implement training for sales managers So, if you recognise the need to train sales managers before getting them to coach employees, how do you go about doing this? Well, here are a few steps you might want to consider implementing. Bring sales managers up-to-speed with training materials - Seems fairly obvious, but first off you should bring sales managers up-to-speed with the training materials they will be giving staff. The nature of training and its associated resources will depend on the company in question, but it might be a good idea to adopt principles and practices the sales manager is already familiar with. If not, they will have to spend a fair bit of time understanding what is included and may not be in the best position to coach employees. Learn how to teach in an effective way - In addition to understanding what employees will be learning about, sales managers must also know how to teach these materials in an effective way. This might involve attending a course on the basics of coaching and how to become a convincing teacher. Although this might seem like the kind of traditional training you want to avoid, it is far more beneficial to send just one person on this kind of program rather than every single employee. Put these processes into practice - With an understanding of training materials and how to effectively express them, sales managers can then start to coach employees. A lot will depend on the business in question, but training can take the form of one-on-one sessions or exercises involving entire sales teams such as role-playing. Employees will be much more receptive to an authoritative figure they already know, respect and trust. Training techniques that sales managers might want to adopt The aforementioned process is quite a traditional way of enabling sales managers to coach employees, but will still have the desired affect. However, there are a handful of additional techniques available, which might be more appropriate for today’s complex sales forces. What’s more, it still allows for sales managers to impart their experience and expertise.   E-Learning and spaced repetition There is a good chance that your sales team will need to know about the in-depth details of numerous products or services and how these can best serve the customer. But there are various problems associated with trying to retain and recall an abundance of knowledge. Firstly, they may not have the time to learn about elaborate facts and figures while working. Furthermore, absorbing lots of information in one go does little to improve retention rates either. But through e-learning and techniques like spaced repetition, sales staff can brush up on their product knowledge at a time and place that suits them. This kind of training allows sales managers to come up with the teachings but also change materials at a moment’s notice and monitor employee progress.   Recognising and rewarding progress and achievements In order to truly increase competency, your sales staff will need to know what areas they need to improve upon but also receive rewards for doing a good job. This will motivate employees to do better but also create greater job satisfaction. Sales managers can listen in on calls, review recordings, analyse performance and provide constructive criticism or positive feedback. Try and do this in a timely fashion so that the employee doesn’t forget about specific examples. In terms of rewarding achievements, sales managers should personalise praise as this makes successes tangible, meaningful and more beneficial for the business as a whole.   Share success stories It will come as no surprise that employee engagement and morale can severely affect bottom line conversions. Therefore, sales managers are responsible for creating a sense of unity and satisfaction among the sales force, which can be done by sharing success stories. Think about making everyone aware of a significant sale or major deal. The vast majority of sales managers command respect and if they are seen endorsing the prosperous actions of individual employees, the entire team could well up their respective games. After all, research by the National Business Research Institute found that employee attitude affects 40 to 80 per cent of customer satisfaction; so sharing success stories makes a lot of sense. You may not have previously thought that training sales managers was important, or even considered this as a way to boost the ability of other employees. But if your business prioritises this approach instead of adopting traditional training techniques, greater sales team success is a distinct possibility. Share this post with your own audience

When it comes to managing and maintaining positive customer relationships, call centre staff have a massive role to play. Although some consumers might pick up the phone for straightforward queries or minor problems, several will require immediate and essential help, which employees need to handle in the right way. A lot of the time, callers will be angry and irate about their product or service, which requires calmness and composure. Then again, those experiencing technical issues will need well-informed and knowledgeable staff to offer up easy-to-understand advice, which isn’t exactly unchallenging down the phone. However, these call centre aspirations and obstacles can be achieved and overcome by introducing an interactive customer service. Taking the time to train staff about the importance of engaging with callers can improve satisfaction levels and also fill employees with greater confidence. Strong lines of communication will undoubtedly lead to an increase in customer retention and loyalty too, as they will feel more appreciated, respected and valued. But how can you create interactive customer service in call centres? Well, in many respects, it all comes down to training. When teaching your staff about connecting and bonding with people down the phone, be sure to bear the following things in mind.   Greet callers politely but with proficiency Regardless of whether call centre staff are dealing with enquiries or emergencies, customers will want to be greeted by a polite and proficient individual. First impressions are crucial and could well dictate how the rest of the call will go. So, you will need to teach staff about sounding accomplished from the get-go, ready to answer questions and solve problems in a prompt and professional way. Think about coming up with a greeting template that staff can memorise and use for all future calls.   Practice the right phone etiquette The last thing a customer service representative will want on their next call is a rude and ill-mannered individual, but unfortunately this is part of the territory. However, your staff cannot stoop to this level and must practice the right phone etiquette at all times. By acting and sounding collected, there is every chance the customer’s attitude will change and the call can be managed in a much more amicable way. Remember that these staff are the face of the business for many people and will always need to reflect the company’s culture and core values.   Building a rapport as quickly as possible This can be quite difficult if the caller is feeling distressed or suffering from a major problem, but building a rapport with customers as quickly as possible should be one of your training priorities. By doing so, problem solving and diffusing difficult situations is much easier. Employees should be emphasising the point that they are there to help and provide assistance in any way they can. Encouraging collaboration between both parties through strong and warm relationships should result in higher levels of interaction and engagement as well.   Place an emphasis on listening This is where you can start to truly establish an interactive customer service in call centres, as communication needs to be two-way. By placing an emphasis on listening, the customer knows their concerns are being taken into account and will feel more satisfied as a result. But training your staff to listen is not just limited to keeping their mouths shut. Employees will need to ask clarifying questions and take notes but not interrupt customers when explaining their issue or inquiry.   Finding out what customers want To do this, your members of staff might have to ask more questions than the customers themselves. But by asking questions, employees can be sure they are on the same page as the customer and facilitate a mutual understanding between both parties. Customer service representatives should reiterate the caller’s main issues or complaints but also exercise patience and understanding to avoid any unfortunate escalations.   Try to personalise the experience According to a recent study of service interactions in a call centre, offering personalised information to the customer was the most important factor in rating the quality of their experience. So, come up with some questions your staff can ask and deliver tailor-made answers accordingly. If this is too difficult or challenging to implement, consider introducing some call centre software that displays relevant customer details such as their name, company, previous interactions and purchases as well as any recordings or voicemails.   Enable greater autonomy In the same article as above, research has found that autonomous agents are more capable of effectively addressing customers’ needs by being flexible, responsive and personal. Therefore, there may be a case to ditch that stringent script in favour of something more adaptable. If you train your employees in problem-solving techniques and how to personalise their approach to calls, your customers are sure to be more satisfied and receive a better quality of service.   Understand the difference language can make When seeking out help or advice, customers don’t want to be greeted with phrases like "I don’t know," "you should have done this," or "calm down," as this kind of language will only exacerbate the problem. Instead, use word softeners like "Let me find out for you," "I understand what has happened," and "I will help you find a solution." This can improve and enhance customer interactions but still provide effective solutions for the caller.   Refer back to the Six Basic Needs of Customers Numerous training programs will look at the Six Basic Needs of Customers, which can be referred back to and always relied upon when attempting to establish a more helpful and engaging call centre. These are: Friendliness - From the moment the call is answered to when the phone gets put down, staff need to be friendly and courteous with every single customer. Empathy - Employees must understand and appreciate the customer’s circumstances and position without criticism or judgement. Fairness - Customers are entitled to feel aggrieved if others have had their problems handled in a better way, so treat all callers as equal. Control - Although staff might hold the answer, customers will want to have an input on the decision-making process and feel like their opinion counts. Options - To provide customers with greater control, give them options and alternatives. Information - Staff must demonstrate their knowledge and expertise, as customers require as much information about products, services and policies as possible. If you bear these needs in mind and implement every other piece of the aforementioned advice, there is no reason why you can’t turn your call centre into a more interactive and engaging environment, which the customer can benefit from in a number of ways. Share this post with your own audience

For a great deal of people, buying a new or used car will be the most exciting purchase they ever make. Not only used as a vital method of transportation, cars are a sought after status symbol, which tell other road users that you exude certain characteristics. However, some buyers will be more interested in safety and practicality if their desired vehicle is for taxiing the family around. On the other hand, budget-conscious motorists may prefer reliability and value for money, which are equally important features. But regardless of the purchaser that shows up at a dealership or showroom, the automotive sales staff on duty will need to possess certain traits and attributes too. With any luck, these will be inherent and natural skills, which come as second nature to the individual in question. Still, this isn’t always the case and some employees will need additional training to serve the wants and needs of the customer. But the very nature of the automotive industry requires a different approach to other sales-orientated sectors. Choose the right strategy and your forecourt will have to be constantly replenished with new stock. Get it wrong however and those tight profit margins could be getting even more difficult to manage and overcome.   Do - Teach staff about the importance of first impressions Upon arriving at your dealership or showroom, most customers will be too preoccupied with looking at cars to notice staff straightaway. Unless they have a specific question or query, they will head straight for their preferred vehicle and start picturing themselves behind the wheel. But when sales staff do come into contact with the customer, first impressions are absolutely crucial. This may well be a fundamental of automotive sales, but still can’t be stressed enough. This means looking and acting the part, as customers won’t be filled with confidence if the salesperson is poorly presented or doesn’t care about helping out. Don’t just dress to impress, dress for success!   Don’t - Fall into traditional automotive sales traps Now that we have established your sales staff need to look and act the part, don’t rest of your laurels and think this advice will suffice. In fact, question traditional automotive sales techniques and don’t fall into obvious traps. Take your employees’ initial greeting for example. Upon saying "can I help you?" the customer will probably reply with "just looking" and carry on regardless. Instead, get your staff to introduce the dealership and themselves, which instantly creates good vibes and a strong rapport. Another old-timer tactic is letting the customer go on a test drive on their own. This is an opportunity to understand your customer’s personality and find out what they want. So, during training, teach your staff about different buyer personas and how to deal with each one.   Do - Treat all customers the same Despite the fact glamorous sports cars and luxurious saloons can result in more money for the dealership and more commission for the salesperson, you could be losing out in other ways if you only focus on these sort of customers. Prospective purchasers interested in cheaper vehicles might spread bad feedback or leave negative reviews online if they have been treated with a lack of attention or respect. Word-of-mouth is an incredibly powerful influencer while the Internet can tarnish favourable reputations for good. So, when training staff, make sure they treat all customers in the same way, regardless of the type of vehicle they are interested in or how much profit a sale could potentially deliver.   Don’t - Pre-qualify potential customers Automotive sales training will usually focus on how to talk about the merits of a particular vehicle and persuade customers into making a purchase, but there is a lot more to it than that. Another crucial aspect concerns the financial side of things. However, you should never judge a book by its cover and assume a certain customer has bags of cash because of the way they dress. So, avoid training your staff in how to pre-qualify potential customers, as this will probably be a waste of time. Let the bank decide whether they can afford to buy or not but still tell your staff to always assume the sale.   Do - Understand the importance of questions We have already established that you can’t presume what a customer wants by looks alone, so you will need to find out this information in another way. In order to do this, your sales staff will have to be comfortable with asking and receiving plenty of questions. At first, these can be fairly ambiguous and ambivalent but will soon need to get down to the nitty gritty side of things. Do you like the car? Could you see yourself driving this car? Would you buy the car today? At the same time, your staff will need to be knowledgeable enough to answer questions from the customer too. If you have a showroom full of different makes and models, then knowing about the detailed specifications of each can be difficult, but it’s not impossible.   Don’t - Rely on traditional training techniques Taking sales brochures home and brushing up on performance figures is far from effective. This does little to improve knowledge retention and will fail to fill employees with confidence about their ability either. Instead, think about adopting a different approach, such as spaced repetition. This is a scientifically proven teaching technique that spaces out training over a prolonged period, which makes it easier to learn and retain new information. What’s more, it takes the form of short, sharp quizzes, which can be completed at your employees’ desks on a smartphone or PC. This removes the hassle of going on a boring training course and can be completed during quiet periods when customers do not need attention. Follow these do’s and don’ts of automotive sales training and with any luck, you will end up with a team of proficient staff capable of keeping turnover high and margins profitable. Share this post with your own audience

Restaurateurs, catering companies and fast-food franchise owners will all have one thing in common - the desire to deliver great customer service. More often than not, this will come down to what is served on the plate, which could well speak for itself. However, a lot will also be dependent on the members of staff that take orders, wait on tables and be of assistance to winers and diners. But this is where the food industry comes up against a number of challenges, as motivating and training employees to provide superior customer service can be quite tricky. First and foremost, you could have a workforce made up of temporary staff that are only interested in making a bit of extra cash and don’t care much for the company’s customer orientated values. Then there is the time, effort and resources required to implement training that actually works and improves your food service. Even so, these obstacles can be overcome if you stress the importance of customer service to your staff, demonstrate the enjoyment that comes from seeing satisfied patrons and implement the right teaching methods, which are both cost-effective but also meet business-based objectives.   The importance of customer service Despite the fact every business owner or senior manager in the food industry will have different objectives, these pale into insignificance when compared to the wants and needs of customers. After all, these are the people that keep the company in business. Without loyal customers coming back for more or new clientele finding out about your food from previously satisfied patrons, you will struggle to stay afloat. Therefore, every aspect of the organisation should be focused on going above and beyond customer expectations. Think of good customer service as a future investment. You may only be making relative pocket money with one individual sale, but this could well turn into significant turnover if positive word-of-mouth reviews spread far and wide. However, providing excellent customer service should not just be in the interest of your cash flow, it also has the potential to create good vibes and positive attitudes among your workforce. This is perhaps the best way you can convince and win over your staff to do everything in their power to serve the customer.   The enjoyment that comes from seeing satisfied patrons Although the makeup of food industry workforces will be dependent on the business in question, a lot of young people typically work as waiting or bar staff. Unfortunately, they often see these roles as a simple stopgap during higher education or before finding permanent employment. But this doesn’t mean to say their attitude towards the customer should be fleeting or inconsistent. Your customers will want to have a memorable and enjoyable experience, which won’t come about from uninterested or disengaged staff. So, what is the solution? Well, to prove that satisfied patrons provide enough motivation to deliver excellent customer service, you will need to lead by example. Treat employees in the same way as customers and demonstrate passion for the position. Ask what your employees would want if they were in your customers’ shoes. If your staff pay attention to patrons and engage with guests in a friendly way, this infectious attitude is sure to extend to the rest of the workforce too.   Implement the right teaching methods In addition to employing young workers, several businesses in the food industry will also have a high turnover of staff. This means that the expense of training can often seem like a waste, which means employees often go without essential teaching of customer service principles. On top of that, traditional training techniques such as classroom-based courses struggle to inspire employees or bring about a change in behaviour. Members of staff won’t be able to retain and apply new principles and practices if they find training a boring and tedious affair. So, it is imperative to implement the right teaching methods, which will ensure your workforce can remember, retain and relish training. One option is spaced repetition, which teaches new subjects in intervals according to the student’s comprehension of a subject. This often takes the form of short quizzes or fun games, which can be answered and played on smartphones and tablets. Along with increasing the expertise and ability of young people, spaced repetition can also fit in with their daily routines and doesn’t feel like a monotonous experience.   Essential aspects to remember when providing superior customer service Now that we have established the importance of customer service, the enjoyment that comes from seeing satisfied patrons and the need to implement the right teaching methods, what should training consist of? Well, here are some essential aspects to remember when providing superior customer service: Friendly greetings - First impressions are crucial and could well dictate the customer’s entire experience. This greeting should be tailored to the brand and business but also take the buyer’s persona into account as well. Although you can teach employees about the company’s culture and core values, you should also allow for individual expression, as certain members of staff will feel uncomfortable carrying out regimented guidelines. Educating customers - When serving customers, employees will need to inform them about the range of delicious dishes you have available as well as any special offers. Customers will also have questions about certain menu options or need to let your employees know about allergies and food preferences. This is all part of the dining out process that your workforce needs to recognise, respect, and pay regards to. Employee attentiveness - Customer service isn’t limited to taking orders and serving food, it envelops the entire eating experience. From the moment customers come through the door to the time when they pay the bill and leave, your members of staff will need to be alert and attentive. Your workforce should try and build a rapport with customers, striking up conversations and making the odd joke. The power of smiling - It is quite remarkable just how much difference a smile can make. Not only could it result in a bigger tip for waiting and bar staff, but also give the customer a reason to return in future. Smiling doesn’t require any addition effort from employees but will undoubtedly enhance the customer’s experience. Being grateful - Although diners will be thankful for an enjoyable meal, your staff should also be grateful for their custom. Just like the initial greeting, this should be open to interpretation by employees. Maybe they can recall a previous interaction or personalise their thank you in another way. Try and make sure your employees’ gratitude is honest and heartfelt too. While providing customer service will throw up different obstacles and challenges for the various food industry organisations currently in operation, the above principles should stand any entrepreneur or enterprise in good stead. Share this post with your own audience

Irrespective of how productive and prosperous your sales team may be at the best of times, there are bound to be occasions when they lack drive, enthusiasm and motivation. In other job roles and lines of work, this is not a major problem but when it comes to sales, insufficient inspiration can have damaging and detrimental consequences. Despite the fact most sales teams are sufficiently stimulated by the prospect of greater commission and climbing the career ladder, it is natural to feel a little weary or fatigued when endlessly trying to close deals. For this reason, creating a motivational environment has become top priority for numerous sales managers. This is easier said than done for most but there are some tried and tested solutions you can pursue. First off, you will need to identify potential problems that could be causing a distinct absence of enterprise. From there, you can attempt to overcome these obstacles by implementing a few changes or coming up with a whole new approach towards sales. However, you shouldn’t rest on your laurels and think that this strategic shift will last forever, as the attitude of your sales team could change. Therefore, you will also need to ask yourself some key questions everyday in order to truly establish a motivational sales environment.   Possible reasons for poorly motivated staff   Reluctance to cold call When presented with highly targeted prospects, your sales team will thrive and no doubt be able to deliver countless conversions. However, if they have to rely on cold-calling potential customers, this could seriously affect motivation levels. To address the issue, you can either ramp up marketing efforts to generate more qualified leads or train sales staff to become proactive with their calls, not just reactive.   An absence of organisational objectives It is all well and good having sales targets written on the wall, but if staff are not sure what they should be doing in order to achieve these goals, their drive and determination could suffer. Sales managers should provide clear organisational objectives on a daily and weekly basis for things like the number of conversations with prospects and when appointments have been made. These high-value activities should contribute to more bottom-line conversions.   A lack of personal goals Regardless of an employee’s motivation for being a salesperson, they will still need personal goals to strive for and work towards. Sales managers need to recognise these aims and inspirations, creating an environment that facilitates individual growth. An obvious motivator is greater commission or other financial bonuses, but it is quite remarkable just how effective something as simple and sincere as recognition can be.   Sales call frustration When making a sales call, the last thing your members of staff want to hear is a voicemail message. Unfortunately, this is becoming an increasingly common occurrence and can lead to a great deal of frustration. So, in addition to a standard sales script, your employees should also have something prepared for voicemail messages too, which must introduce the caller, bring out the company’s value proposition but not be too long or lacking excitement.   How to create a more motivational environment   Be positive Having a glass half empty attitude simply doesn’t cut it on the sales floor. Even if your staff are struggling to convert leads and close deals, you will need to remain positive and stay upbeat. Negativity can spread like a bad smell and will do nothing to increase inspiration or enterprise. So, cheer on your colleagues and reassure staff that good times will come to fruition once again.   Be specific When you are offering up praise and providing constructive comments, try and be as specific as possible. It can be anything from how a certain member of staff dealt with an uptight customer or the way in which another employee managed to upsell a particular product. If you are specific and definite when motivating staff, your words will resonate with more weight and meaning, which is sure to be appreciated and welcomed.   Be focused Even though sales managers always an abundance of other daily duties that have to be carried out, their motivational actions and words will need to be said and done with conviction. This means focusing attention on the workforce instead of simply looking up from your computer screen and offering up a simple "well done." Look your employees in the eye and let them know you have faith in their ability.   Be helpful The most important thing to remember here is offering up feedback, not criticism. Sales staff can lose motivation if they have a manager telling them what they did wrong while failing to receive any points or advice on how else to deal with the situation. So, always be on hand to deliver useful and valuable feedback in order to induce inspiration. A sales manager’s experience and expertise needs to be harnessed by younger staff, which can only come about by being helpful.   Questions you should ask yourself every morning in order to maintain motivation levels   What did I learn yesterday? Something new or different is bound to transpire every day; it is your responsibility to learn from these experiences.   What changes can I make today? Based on the previous day’s life lessons, apply changes that will have a positive impact on the workforce.   Who can I help? Motivating the sales team as a whole is important, but individual support will be greatly appreciated by those who are struggling.   How can I improve? There is room for improvement with everyone, which includes the most senior sales staff. So, always look to increase and enhance your ability.   What progress are we making? Look towards your sales targets and organisational objectives to ensure sufficient progress is being made.   What are we doing and why? In addition to chasing higher turnover and bigger profits, sales should also reflect the company’s culture and core values. A lack of motivation is something nearly every sales-orientated individual will have suffered from in the past. Overcoming this obstacle isn’t always easy, but if you look towards the working environment itself, identify possible problems, implement a few changes, and always look to improve, your sales team may never have an absence of inspiration or enterprise again.  Share this post with your own audience

You would think that because medical products and devices are sold with the best intentions and provide essential assistance to countless individuals, this would be an easy and straightforward industry to trade in. But in many respects, this couldn’t be further from the truth, as market challenges and ever-changing legislation throw up various obstacles that need to be overcome. The United States is a particularly interesting example to look at. According to The US Medical Device Industry in 2012: Challenges at Home and Abroad study, the industry is worth a whopping $350 billion. The US dominates this market, with 32 of the $1 billion+ medical device firms located here, serving around 40 per cent of the world. But at the same time, "unprecedented challenges" such as new regulations also exist, which could threaten the United States’ position as a global leader. While this could enable other countries and companies to gain ground, things like excise tax on medical device sales has already resulted in more than 33,000 jobs being cut, which could have a damaging knock-on effect for the industry as a whole. This may only affect certain companies in the United States, but it is fair to say that similar hurdles and hindrances are becoming apparent in a number of other countries around the world. These carry a great deal of weight to due the increasingly global marketplaces we now operate in. So in the face of ongoing obstacles and limiting legislation, what is the right strategy to adopt for medical sales? Well, a lot can be said for investing in Customer Relationship Management (CRM), retraining sales teams, implementing mobile platforms and applications, generating value propositions, and better data management.   Sales strategy suggestions   Investing in a Customer Relationship Management (CRM) system When you take into account the fact 35 per cent of profits are directly attributed to sales strategy, having some sort of Customer Relationship Management (CRM) system in place makes complete sense. This can provide you with in-depth insights and information about your existing customers as well as potential patrons. However, it also enables managers to track industry trends while empowering sales staff with details about the customer’s wants and needs. A CRM system can work together with both sales and marketing efforts to enable greater collaboration between departments. So, your sales team can benefit from more genuine prospects, which have been identified and qualified by marketing staff with access to lead generation tools and analytics software.   Retraining sales teams to reflect industry changes Seeing as hospitals and other medical institutions are having to adapt to regulatory and economic changes, the need to reduce overheads and introduce cost cutting initiatives is paramount. This means they now have a different outlook on the buying process, which calls for sales teams to adjust their own approaches too. In the past, sales staff might have concentrated on new and novel innovations, but medical buyers are now more interested in the technological, clinical and economic value of products. Thankfully, this can be addressed through training, which will improve the ability of employees while serving the customer with greater attention to detail.   Implementing mobile platforms and applications As stated by a recent ZS Benchmarking Study, the highest priority for medical product marketers back in 2012 was the development of mobile platforms and applications. And thanks to the meteoric rise of smartphones and tablets since then, this looks like it will take even greater precedence now. Mobile platforms and applications can bring about a plethora of benefits to medical sales teams, such as the ability to collaborate via the cloud, conduct video conferences, improve the quality of product demonstrations, and communicate effectively with customers regardless of location. What’s more, these can work in conjunction with CRM systems too.   Generating value propositions for care, access, and costs A Booz study that looked at the changing times in healthcare found that in addition to hospitals and healthcare systems changing their structure to remain viable going forward, customer expectations would also force medical institutions to generate value propositions for care, access and costs.  From a care perspective, research and development leaders are looking to attract customers interested in the best treatment and technology, whereas specialists are more concerned with those wanting a single-minded focus. For access, some hospitals and medical institutions will favour convenience with a full range of clinical services, while integrators must create value via bringing together fragmented aspects of healthcare. Finally, cost can be broken down into the very best in comfort and privacy, the lowest price point possible and overall value for money.   Better data management for both sales and marketing Ask any medical marketing professional what their most important resource or tool is and they will probably say data. However, the way in which this information is managed, maintained and monitored can make a huge amount of difference when implementing new sales strategies. In all honesty, the hospital or healthcare systems’ choice of data management and analytical tools will be a unique consideration based on individual circumstances. It must provide decision makers with easy-to-understand yet actionable data, which can better inform marketing and sales activities. Data management must also improve customer service and satisfaction without using up too many financial resources.   Choosing the right strategy to pursue When confronted with such a challenging landscape in terms of regulatory and economic challenges, the medical industry cannot afford to lose focus on the customer, which is often difficult in the pursuit of favourable returns. So for many, this will mean adopting a new strategy. However, this doesn’t mean to say you should limit yourself to just one organisational change, as the vast majority of hospitals, healthcare systems and medical institutions will benefit from a range of different approaches. A lot will be dependent on what the customer requires in terms of care, access and cost. But other factors such as innovation and technology will also come into play. Nevertheless, the medical industry must rise above current challenges and take a proactive outlook towards change, rather than staying the same and remaining stagnant. 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Due to single marketplaces made possible by national governments as well as the extensive and influential nature of the Internet, we are now living in a world where global trade is commonplace. Never before has it been so easy to buy goods or services from one location and have them delivered to another. But while this profusion of choice is good news for the consumer, it throws up a number of challenges for transnational companies. These include but are not limited to greater competition from industry rivals, problems with communication in different languages, understanding what specific market segments want and managing to maintain favourable levels of customer satisfaction. This could even mean that your sales may start to decline rather than rise due to ever-changing yet anticipatory audiences. Clearly, this would be the worst-case scenario for any global brand, so uncovering the key to international sales success is somewhat of a holy grail.  Even though there are numerous tactics and techniques available at your disposal, which are sure to improve bottom-line conversions, a lot can be said for ramping up your training activity as well with an emphasis on greater relevancy.   Steps to establish an international presence   Develop an exportable product or service A lot will depend on your organisation’s industry, as products and services could already be well suited to global audiences, but if your offering does not address the wants and needs of customers in another country, international sales won’t come to fruition. For example, fast-food franchises often put their faith in regional managers to update their menus according to local tastes. So, look at your current portfolio of products and services to see whether any could or would fulfil international requirements. If you have already had enquiries from consumers abroad, this is an encouraging indication of interest.   Put together an internationally-focused strategy There is a good chance your existing sales strategy will not cut it on an international stage. Therefore, you will need to think of a distinctive approach that includes much of the same content as your existing plan of action but is tailor made for foreign prospects. In as much detail as possible, try to include information about what you intend to sell or export, the competition you are likely to come up against, and how your products or services will be distributed.   Produce marketing materials with regional audiences in mind Thanks to digital marketing methods such social media and SEO, it is possible for organisations of any size to promote and publicise their goods or services on an international platform. But just because anybody can access these materials doesn’t mean to say they will show an interest and decide to buy. In order to increase conversions through digital marketing, you will need to keep regional audiences in mind at all times and develop appropriate promotional materials accordingly.   Tactics and techniques to boost international sales   Don’t be afraid to cold call Despite the fact that lead-nurturing software can tell you when a prospect is ready to answer the phone and where they happen to be located, the country in question might not have a cold-call culture. They may even feel like it’s an insult or a gross invasion of privacy. Even so, this is still a useful and beneficial tactic because it can help to cross prospects off your list. On top of that, if they do answer the call and are prepared to listen, you will know that a genuine interest exists.   Harness the power of referrals for a call back You will find that in certain countries, the idea of a call back simply doesn’t exist. In fact, some customers will never dial their phone in the pursuit of a product or service because they don’t know the person on the other end. Referrals don’t always work and may take some time to deliver positive results, but they are a practical and effective solution to this ever-present sales problem. Leaving voicemails is good idea, but in today’s digitally connected society, sending an email with details of when you plan to call will be very well received by your prospects.   Understand customary and cultural differences Even if prospects in another country can benefit from your product or service in much the same way as existing customers, their motivation to buy might be different. Sometimes, this can be because of traditional customs or deep-routed cultures, which dictate behaviour and decisions. But if you take the time to learn about these and demonstrate an interest in your prospect’s way of life, they may be more willing to make a purchase.   Creating relevant sales training materials on a global scale   The importance of buyer personas These fictional representations of your customers provide great insight into their unique objectives, obstacles and metrics. These will vary by region, so using a buyer persona from one country and trying to apply it to another won’t work. From a training perspective, materials will need to be created in conjunction with marketing teams so that your sales department can benefit. Buyer personas will add greater relevancy to global training programs and keep your sales staff informed about who they are targeting.   Identifying the right sales channels It should come as no surprise or shock that some regions of the world prefer face-to-face selling, while others will do so on the phone or through the channel. This means training must address how certain countries sell by developing resources to make the whole process easier. First of all you will need to identify where difference approaches need to be adopted and then build training around this. Sales team feedback will be crucial in order to know whether these channels are correct and deliver the desired results.   The benefits of E-learning As opposed to standard training, teaching employees on an international level doesn’t allow members of staff to come together and attend the same course. Thankfully, this isn’t a problem if you introduce and implement E-learning, which brings about a number of additional advantages too. Due to the flexible nature of this training, materials can be changed and adjusted according to specific regions. Sales teams can also participate in training at a time and place that suits them without being restricted by differing time zones. Choosing to market and sell your products or services to an international audience is a decision that shouldn’t be taken lightly, as there are various obstacles to overcome. However, by following the right steps to develop a presence, applying a few tactics and techniques to boost sales while carrying out the right training, global prosperity can be achieved. Share this post with your own audience