I looked up Terminology on the WIKI this is what I found :)
Terminology is the study of terms and their use. Terms are words and compound words that are used in specific contexts.
Terminology denotes a more formal discipline which systematically studies the labelling or designating of concepts particular to one or more subject fields or domains of human activity, through research and analysis of terms in context, for the purpose of documenting and promoting correct usage. This study can be limited to one language or can cover more than one language at the same time (multilingual terminology, bilingual terminology, and so forth) or may focus on studies of terms across fields.
Terminology is not connected to information retrieval in any way but focused on the meaning and conveyance of concepts. "Terms" (i.e. index terms) used in an information retrieval context are not the same as "terms" used in the context of terminology, as they are not always technical terms of art.
Examples:MONITOR: Keeping an eye on the woodstove. LOG ON: Making a wood stove hotter.DOWNLOAD: Gettin the farwood off the truk MEGA HERTZ: When yer not keerful gettin the farwood FLOPPY DISC: Whatcha git from tryin to carry too much farwood RAM: That thar thing whut splits the farwood HARD DRIVE: Gettin home in the winter time PROMPT: Whut the mail ain't in the winter time WINDOWS: Whut to shut when it's cold outside SCREEN: Whut to shut when it's black fly season BYTE: Whut dem flys do CHIP: Munchies fer the TV MICRO CHIP: Whut's in the bottom of the munchie bag MODEM: Whacha did to the hay fields DOT MATRIX: Old Dan Matrix's wife LAP TOP: Whar the kitty sleeps KEYBOARD: Whar ya hang the truck keys SOFTWARE: Them dang plastic forks and knifs MOUSE: What eats the grain in the barn MAIN FRAME: Holds up the barn ruf PORT: Fancy Flatlander wine ENTER: Northerner talk fer, C'Mon in y'all RANDOM ACCESS MEMORY: When ya cain't 'member whut ya paid fer the rifle when yore wife asks MOUSE PAD: That's hippie talk fer the rat hole. Main Frame: What holds the barn up
Enter: City talk for - "come on in, eh"
Web: What a spider makes
Web Site: The barn or the attic
Cursor: Someone who swears
Search Engine: What you do when the car dies
Screen Saver: A repair kit for the torn window screen
Home Page: A map you keep in your back pocket just in case you getlost in the field
Be carefull of the terminology we use as we may tend to use terms the client won't understand and that will make for an un-happy customer.
Friday, October 31, 2008
Monday, October 27, 2008
What is ment by going the extra yard?
When a client has an issue nobody wants to spend time with (not in the scope of what we do or there is not enough money in it for me to bother) is sometimes the answer you'll get. Try telling your customer that one!I had a client that had a noise in his car when he would make a wye turn. backing up and turning in one direction the car would "Pop". He complained about the noise when he was covered by the warrenty of his new van.His first visit about the noise was visited by the most experienced technician he "couldn't make the noise" and it Must be something the customer was doing. on the next visit for an oil change he complained about the noise again and had me drive him to work so he could demonstrate the noise so I could reproduce it for another mechenic. I took the best and brightest mechanic and he drove the car . He told me I'll look but I am not dedicating the day to it.His diagnossis reflected pretty much the same attitude, he did other repairs but the noise remained.Tyhe last of the techs to look took the car home when he went to lunch (he din't memtion any possible Ideas. Our demonstration served no good)After 5 visits the warrenty is over and he still has a noise and still is getting the run around from my guys. I took the car home overnight with me and had my wife drive the car in my parking lot while I sat under the hood. I located the general area of the noise but could not see anything until the next day. As I was removing parts Battery case, fanguards) I noticed the anti lock pump was loose. The braket was broken and needed to be replaced. I went to the parts department to order a new one. The parts manager told me you cannot get just that part without ordering the whole pump assembly. I looked up failure codes for the assembly and noisy was not part of the discription. Frustrated I called the zone office about the whole thing expaining the story and the reactions of the techs and my manager (He is out of warrenty and who cares.) I explained he was complaining about the issue from his first oil change and I was still holding his warrenty ticket (now 1 year old) open. He said give me the part number it will be there in 3 days. I called the customer and informed him the part is on the way, he can keep the rental car for the duration and I will fix the car myself. He came in to pick up his car and was delighted that someone actually took the time and effort to locate the issue when nobody else would. The part in question a pump retainer was lated found to be defective and a national repair campagine started 2 months after his repair was completed.
I don't care if it is not in the scope, makes you enough money, is bothersome ot not worth your damn time! If it is important to a customer, It could be bigger than you think in the long run. My shop exchanged 175 of those pump supports because they were noisy. despite the mechanics who said it wasn't worth their while!
I don't care if it is not in the scope, makes you enough money, is bothersome ot not worth your damn time! If it is important to a customer, It could be bigger than you think in the long run. My shop exchanged 175 of those pump supports because they were noisy. despite the mechanics who said it wasn't worth their while!
Tuesday, October 21, 2008
Making Angry Customers Happy Customers by Chris Campbell
Posted From Particletree
Part of doing business means dealing with customers. Your customers pay your bills, refer new customers, and provide you with valuable feedback. So, when a customer is disgruntled, it’s important to quickly find out what the problem is and work on a solution. Seth Godin recently listed some tips on dealing with angry customers, and here are some additional tactics that we use to turn a frown upside-down.
Admit the Mistake
According to Dale Carnegie’s book, How to Win Friends and Influence People, personally owning up to a mistake can help to calm someone down. The simple act of saying “I’m the one who did it, and for that I apologize†can work wonders. In one issue of Treehouse, I ran the wrong advertisement and the advertiser was rightfully pissed off. By immediately admitting that a mistake was made, I personally was at fault, and I’d be willing to do whatever it takes to make it right, the advertiser’s anger disappeared and we set thing straight.
Communicate Quickly
This might be more of an issue in the web world since if you’re a small business manager and an angry customer approaches you in a physical store, you can’t really walk away. We’ve found that quickly responding to customers that have complaints or feedback helps to gain trust and loyalty. We all have Gmail Notifier installed to help deal with bug reports and support requests promptly. If someone is upset, the last thing you want is their anger to fester.
Work Your Butt Off
Wufoo, like all software, sometimes has nasty bugs that make customers upset. Most customers realize that you’re human and that problems do happen. After acknowledging that there is a problem, fix it in a timely manner. Some of our most loyal customers today were once disgruntled, but changed their attitudes when they saw we’re willing to work nights and weekends to give them the product they deserve.
Part of doing business means dealing with customers. Your customers pay your bills, refer new customers, and provide you with valuable feedback. So, when a customer is disgruntled, it’s important to quickly find out what the problem is and work on a solution. Seth Godin recently listed some tips on dealing with angry customers, and here are some additional tactics that we use to turn a frown upside-down.
Admit the Mistake
According to Dale Carnegie’s book, How to Win Friends and Influence People, personally owning up to a mistake can help to calm someone down. The simple act of saying “I’m the one who did it, and for that I apologize†can work wonders. In one issue of Treehouse, I ran the wrong advertisement and the advertiser was rightfully pissed off. By immediately admitting that a mistake was made, I personally was at fault, and I’d be willing to do whatever it takes to make it right, the advertiser’s anger disappeared and we set thing straight.
Communicate Quickly
This might be more of an issue in the web world since if you’re a small business manager and an angry customer approaches you in a physical store, you can’t really walk away. We’ve found that quickly responding to customers that have complaints or feedback helps to gain trust and loyalty. We all have Gmail Notifier installed to help deal with bug reports and support requests promptly. If someone is upset, the last thing you want is their anger to fester.
Work Your Butt Off
Wufoo, like all software, sometimes has nasty bugs that make customers upset. Most customers realize that you’re human and that problems do happen. After acknowledging that there is a problem, fix it in a timely manner. Some of our most loyal customers today were once disgruntled, but changed their attitudes when they saw we’re willing to work nights and weekends to give them the product they deserve.
Friday, October 17, 2008
Customer Service Tips And Techniques
Customer Service Tips And Techniquesby Adrian Miller
When customers call on the phone, we are provided with a tremendous opportunity to reinforce and grow the relationship. It makes good (economic) sense to take the extra time and effort to make these calls as meaningful and service oriented as possible. Attention to customer service will go a long way in helping you to satisfy your customers and make them feel as if they are truly special.
1. Always tell your customer what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do.
2. Allow irate customers to vent. Do not interrupt them or start to speak until they have finished having their say.
3. Diffuse anger by saying "I'm sorry or "I apologize."
4. Use your customer's name at different points in the call.5. Make certain that your "solution" to the customer's problem is acceptable to them. Get their approval and agreement.
6. Always conclude each call with a "Thank you" or a verbal message of appreciation for their business.
7. Make certain that your tone of voice is in sync with your words. Remember, your tone of voice can completely contradict your message.
8. Listen attentively! There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said.
9. Go the extra step by following up on your solution. Re-contact the customer to make certain that everything has been handled in a satisfactory manner, and they are pleased with the outcome.
10. Remember to ask if there is anything else that you can do for your customer. Taking the time to ask the question often results in increased business and a more committed customer.
When customers call on the phone, we are provided with a tremendous opportunity to reinforce and grow the relationship. It makes good (economic) sense to take the extra time and effort to make these calls as meaningful and service oriented as possible. Attention to customer service will go a long way in helping you to satisfy your customers and make them feel as if they are truly special.
1. Always tell your customer what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do.
2. Allow irate customers to vent. Do not interrupt them or start to speak until they have finished having their say.
3. Diffuse anger by saying "I'm sorry or "I apologize."
4. Use your customer's name at different points in the call.5. Make certain that your "solution" to the customer's problem is acceptable to them. Get their approval and agreement.
6. Always conclude each call with a "Thank you" or a verbal message of appreciation for their business.
7. Make certain that your tone of voice is in sync with your words. Remember, your tone of voice can completely contradict your message.
8. Listen attentively! There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said.
9. Go the extra step by following up on your solution. Re-contact the customer to make certain that everything has been handled in a satisfactory manner, and they are pleased with the outcome.
10. Remember to ask if there is anything else that you can do for your customer. Taking the time to ask the question often results in increased business and a more committed customer.
10 Customer Service TipsCustomer Service That Will Keep Them Coming BackFrom Liz Tahir, for About.com
See More About:good customer servicebuilding customer loyaltyincreasing salesbeating competition
Liz TahirBusiness AdsCustomer ServiceCustomer Care PolicyVirtual Sales TeamCustomer ReviewsSales Trainer
The People aspect of business is really what it is all about. Rule #1: Think of customers as individuals. Once we think that way, we realize our business is our customer, not our product or services. Putting all the focus on the merchandise in our store, or the services our corporation offers, leaves out the most important component: each individual customer.
Keeping those individual customers in mind, here are some easy, down-home customer service tips to keep ’em coming back!
1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. Think you can get by paying the lowest wage, giving the fewest of benefits, doing the least training for your employees? It will show.Companies don't help customers... people do.
2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.
3. Do you know who your customers are? If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.
Recently I signed on with a new fitness center. I had been a member of another one for the past ten years, renewing my membership every six months when the notice arrived. I had been thinking about changing, joining the one nearer my home and with more state-of-the-art equipment. So when the renewal notice came, I didn’t renew. That was eight months ago. Was I contacted by the fitness center and asked why I did not renew? Did anyone telephone me to find out why an established customer was no longer a member or to tell me they missed me? No and No. My guess is they don’t even know they lost a long-time customer, and apparently wouldn’t care.
4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager and the assistant manager are posted on a wall at the food selection line and it is a policy that the manager’s office is placed only a few feet from the cashier's stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.
5. For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.
6. Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be that’s because Sam Walton knew this simple but important gesture is a matter of respect, of saying "we appreciate your coming in," having nothing to do with the price of merchandise?
7. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.
8. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it. Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: "Give the lady what she wants."
9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.
10. Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they don’t like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.
Remember that the big money isn’t as much in winning customers as in keeping customers. Each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.
Credit: http://www.liztahir.com/
See More About:good customer servicebuilding customer loyaltyincreasing salesbeating competition
Liz TahirBusiness AdsCustomer ServiceCustomer Care PolicyVirtual Sales TeamCustomer ReviewsSales Trainer
The People aspect of business is really what it is all about. Rule #1: Think of customers as individuals. Once we think that way, we realize our business is our customer, not our product or services. Putting all the focus on the merchandise in our store, or the services our corporation offers, leaves out the most important component: each individual customer.
Keeping those individual customers in mind, here are some easy, down-home customer service tips to keep ’em coming back!
1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it. Think you can get by paying the lowest wage, giving the fewest of benefits, doing the least training for your employees? It will show.Companies don't help customers... people do.
2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.
3. Do you know who your customers are? If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.
Recently I signed on with a new fitness center. I had been a member of another one for the past ten years, renewing my membership every six months when the notice arrived. I had been thinking about changing, joining the one nearer my home and with more state-of-the-art equipment. So when the renewal notice came, I didn’t renew. That was eight months ago. Was I contacted by the fitness center and asked why I did not renew? Did anyone telephone me to find out why an established customer was no longer a member or to tell me they missed me? No and No. My guess is they don’t even know they lost a long-time customer, and apparently wouldn’t care.
4. Do your customers know who you are? If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager and the assistant manager are posted on a wall at the food selection line and it is a policy that the manager’s office is placed only a few feet from the cashier's stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.
5. For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.
6. Are your customers greeted when they walk in the door or at least within 30-40 seconds upon entering? Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be that’s because Sam Walton knew this simple but important gesture is a matter of respect, of saying "we appreciate your coming in," having nothing to do with the price of merchandise?
7. Give customers the benefit of the doubt. Proving to him why he’s wrong and you’re right isn’t worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.
8. If a customer makes a request for something special, do everything you can to say yes. The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isn’t illegal) try to do it. Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: "Give the lady what she wants."
9. Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.
10. Want to know what your customers think of your company? Ask them! Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they don’t like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.
Remember that the big money isn’t as much in winning customers as in keeping customers. Each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.
Credit: http://www.liztahir.com/
Thursday, October 16, 2008
Ten Commandments of Technical Support: I am copying this from http://seerialmom.homestead.com/I find its humer exactly what we need in this industry. I will be addeing to the foot notes with my own insight as we technicians no matter the company we work for or what we support we are kindered by the fact we work with people.
Thou shalt start thine shift content in the knowledge that ye knowest bushels more than thine customers!
This should be obvious considering they called you and not the other way around, we are at their disposal.
Thou shalt speak humbly to thine customers and forgive them for they knoweth not what they do!
Talk to the customer like it's one of your grandparents, unless of course, you're rude and condescending to them, too! Remember they may know a subject better than you and someday you might be calling them!
Thou shalt not take the name of Bill Gates in vain; for without Him, thou wouldst be flipping burgers!
Let's face it; without Windows, most of us would never have even touched a PC and UNIX users don't need no stinkin' "tech support". But user of our product do.
Thou shalt learn to appreciate the wealth of humor present in all thine calls!
Not sure about you, but I can't help but laugh at people who call saying they're losing "thousands of dollars" because their $14.95 Internet connection was cancelled for non-payment. Humer is a good tool if you are bright and cheerful (sometimes playfull) and relaxed they too will be relaxed, you suddenly appear more confidant.
Thou shalt not forget what it was like to be on the other side of the phone line!
Unless they taught computing skills in kindergarten, you probably had to learn just like everyone else. I'll be the first to admit I was a newbie in the not so distant past!
Thou shalt always leave thine ego at home; arrogance tis NOT a sign of intelligence!
Actually, it's a proven scientific fact that the size of a tech's p*nis is the exact opposite of his arrogance. The more arrogant, the less...well you get the picture, right? If you come accross as a know it all the person on the other end of the line will loose any respect they had for you and loose respect for you company. This will let you loose your job.
Thou shalt listen to thine customer as though he were a toddler and chuckle silently at his mistakes!
I realize that sometimes it's hard not to laugh out loud at some of the irrational things our customers do when it comes to computers. But it's our jobs to give encouragement and praise to the small successes (like when they press "Start"), and to ignore the foibles (like when they ask "is that a small zero or a large zero?")even if it is the fourth time you have spoken to them this week.
Thou shalt make every effort to see the computer through thine customer's eyes and walk them through accordingly!
You and I know what a cursor and an icon are but most new PC owners see nothing more than a flashing line and cute symbols on their screens. Heck, I psych most of my callers out by making them think I can really see their PC as I tell them what to click next. Most of all the best thing you can do while "walking through" a process is be discriptive.
Thou shalt not deface thine employers PC's with thine own software or utilities, unless ye are the employer or ye bury it deeply within many folders!
One of the things I noticed about all techs; they love to personalize and tweak the system they're assigned to. However, more often than not you're sharing the system with others and not everyone loves having to work with the Star Trek theme installed or no hard drive space left from you getting yet another hot game demo or new utility.
Thou shalt not look upon the payscales of other employers; they art nothing more than wolves in sheep's clothing!
Sure, company "B" might be paying $2 more an hour, but they might actually expect you to work, or worse, promise permanency after your probationary period only to let you go instead. I actually saw this happen about a year ago; one guy heard about this "neat" job, decided to go for it, told others who also went and now they're all unemployed. And if they could come back to the original employer, they'd have to start from scratch as a temp.
Amen, So Say We All!!!!
Thou shalt start thine shift content in the knowledge that ye knowest bushels more than thine customers!
This should be obvious considering they called you and not the other way around, we are at their disposal.
Thou shalt speak humbly to thine customers and forgive them for they knoweth not what they do!
Talk to the customer like it's one of your grandparents, unless of course, you're rude and condescending to them, too! Remember they may know a subject better than you and someday you might be calling them!
Thou shalt not take the name of Bill Gates in vain; for without Him, thou wouldst be flipping burgers!
Let's face it; without Windows, most of us would never have even touched a PC and UNIX users don't need no stinkin' "tech support". But user of our product do.
Thou shalt learn to appreciate the wealth of humor present in all thine calls!
Not sure about you, but I can't help but laugh at people who call saying they're losing "thousands of dollars" because their $14.95 Internet connection was cancelled for non-payment. Humer is a good tool if you are bright and cheerful (sometimes playfull) and relaxed they too will be relaxed, you suddenly appear more confidant.
Thou shalt not forget what it was like to be on the other side of the phone line!
Unless they taught computing skills in kindergarten, you probably had to learn just like everyone else. I'll be the first to admit I was a newbie in the not so distant past!
Thou shalt always leave thine ego at home; arrogance tis NOT a sign of intelligence!
Actually, it's a proven scientific fact that the size of a tech's p*nis is the exact opposite of his arrogance. The more arrogant, the less...well you get the picture, right? If you come accross as a know it all the person on the other end of the line will loose any respect they had for you and loose respect for you company. This will let you loose your job.
Thou shalt listen to thine customer as though he were a toddler and chuckle silently at his mistakes!
I realize that sometimes it's hard not to laugh out loud at some of the irrational things our customers do when it comes to computers. But it's our jobs to give encouragement and praise to the small successes (like when they press "Start"), and to ignore the foibles (like when they ask "is that a small zero or a large zero?")even if it is the fourth time you have spoken to them this week.
Thou shalt make every effort to see the computer through thine customer's eyes and walk them through accordingly!
You and I know what a cursor and an icon are but most new PC owners see nothing more than a flashing line and cute symbols on their screens. Heck, I psych most of my callers out by making them think I can really see their PC as I tell them what to click next. Most of all the best thing you can do while "walking through" a process is be discriptive.
Thou shalt not deface thine employers PC's with thine own software or utilities, unless ye are the employer or ye bury it deeply within many folders!
One of the things I noticed about all techs; they love to personalize and tweak the system they're assigned to. However, more often than not you're sharing the system with others and not everyone loves having to work with the Star Trek theme installed or no hard drive space left from you getting yet another hot game demo or new utility.
Thou shalt not look upon the payscales of other employers; they art nothing more than wolves in sheep's clothing!
Sure, company "B" might be paying $2 more an hour, but they might actually expect you to work, or worse, promise permanency after your probationary period only to let you go instead. I actually saw this happen about a year ago; one guy heard about this "neat" job, decided to go for it, told others who also went and now they're all unemployed. And if they could come back to the original employer, they'd have to start from scratch as a temp.
Amen, So Say We All!!!!
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