Tips and Tricks to Using CRM for Customer Service

Tips and Tricks to Using kundenbeziehungsmanagement for Customer ServiceCredit Shutterstock If youre elend using your customer relationship management (CRM) software to improve customer service, youre not getting the full value out of your CRM system. When geschftslebenes adopt a CRM, its usually with the primary intent of streamlining sales pipelines and storing customer information, but modern systems offer so much mora than that.By utilizing extensions and add-ons, and creating processes that support your goals, a CRM can help you improve communication with current and prospective customers.Editors leide Looking for CRM software for your geschftliches miteinander? If youre looking for information to help you choose the one thats right for you, use the questionnaire below to have our sister site, BuyerZone, provide you with information from a variety of vendors for free1. Send automated emails.Most CRM software allows users to streamline early communica tion with clients through automated responses. Giving customers instant confirmation that their request has been received is one major benefit to automated emails, but its more functional than that canned email responses are an excellent place to add links to request forms, FAQ pages, wikis, price lists and other relevant documentation.Creating different canned responses for each departmental email address (e.g., customer service, IT, billing, HR) can cut down on basic questions from customers and employees. Too often companies spend time creating FAQ guides and technical documentation that no one uses, but automated emails provide the perfect opportunity to direct people back to the resources youve already created.2. Use templates.Email templates are an easy way to make email communication with customers appear more consistent and polished. When youre previewing different CRM systems, check whether email templates are available and ask how customizable they are. Lightweight system s usually offer some leeway in terms of customization, while more sophisticated solutions, like abverkaufforce, allow users to create their own templates from scratch using a drag-and-drop interface.Users can even add images, like logos, to their templates, and save and share them with other users. Templates are also helpful for seasonal promotions and direct email marketing, especially for small businesses that dont have in-house graphic designers.Remember, customer service isnt just about responding to queries its about creating consistent communication across all channels.3. Pull reports.Quality CRM software programs are loaded with reports, including reports on customer communication. Some systems even allow admins to compare customer interactions based on employee, enabling managers to see which associates have the longest and shortest response times, and who gets the fruchtwein customer complaints. As with most features, the more sophisticated your CRM system is, the more opt ions youll have for pulling reports.If you make reviewing customer service reports part of the employee evaluation process, you can increase accountability and let your staff know that every single call and email matters, not just for customers but for them. Reports can also help you identify patterns and create appropriate training opportunities to teach customer-facing staff what works and what doesnt. Interested in CRM software? Check out our best picks.4. Improve complaint resolution.Without a CRM, client complaints can come down to an undocumented exchange between your associate and an angry customer. Drilling down into how things went wrong, how long responses actually took, and what was said is much easier when you fully utilize your customer relationship management software.Most CRM systems automatically log emails, but nowadays many also record and log phone calls, so if a customer complains about rude service, you can listen to a recording of the call theyre referencing. O n the flip side, if an associate swears they responded quickly and politely to a query, even after getting a customer complaint, you can crosscheck the claim by looking through your associates communication log.5.Train employees to utilize client data.Training is a big part of adopting any software system. One of the most valuable features a CRM offers is the ability to view in-depth client information. Unfortunately, many companies spend time and money implementing customer relationship management systems and then dont institute processes for employees to use the information at their fingertips. Training employees on how to use the basic functions in a CRM system is important, but so is training them on the process.When an associate picks up or places a call to a client for whom there is information, they should be using data to inform the conversation. Personalizing a call with a name is the bare minimum understanding the type of business each client is in, reviewing past orders a nd reviewing previous communication can give associates real insight into how to best communicate with each customer.Bottom lineIts not difficult to markedly improve the level of customer service your business offers if you know how to utilize your CRM system. Training is a huge piece of the puzzle when it comes to stellar customer service, but a good CRM solution should have lots of built-in tools to help you along the way. 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Heres How to Spot Discrimination in the Workplace Happens

zu siches How to Spot Discrimination in the Workplace Happens Workplace discrimination can be difficult to spot, but its not impossible when you know the signs.Employment discrimination laws prohibit discrimination against certain classes of individuals. The workers protected by ansicht laws are known as a protected class, and these protected classes are defined by specific statutes. If you believe your employer is engaged in unlawful discriminatory practices, you should be on the lookout for the following conduct, as it could be a sign of a much larger problem.What are some examples of discrimination and how do you spot them? Read on to find out.Laws concerning workplace discriminationIn addition to city and state anti-discrimination laws, tzu siche are federal protections available. Federal employment discrimination laws include Title VII of the Civil Rights Act of 1964 (Title VII) (which includes the Pregnancy Discrimination Act) the Americans with Disabilities Act (ADA) the Gene tic Information Nondiscrimination Act (GINA) the Age Discrimination in Employment Act (ADEA) the Equal Pay Act of 1963 (EPA) certain sections of the Rehabilitation Act of 1973Title VII, for example, prohibits discrimination based on sex, which includes discrimination based on gender and pregnancy, and prohibits sexual harassment. Notably, though sexual orientation is not currently written into the statute the EEOC treats sexual orientation as a protected class under Title VII. Title VII also provides protections based on an employees national origin, race/color and religion.This means that employers cannot make employment decisions based on these factors, including decisions related to hiring, firing, promotions, work assignments, discipline or any other terms and conditions of employment.It is important to remember that employment discrimination matters are highly fact-specific and federal anti-discrimination laws apply only to employers with 15 employees or more except for the AD EA, which requires a minimum of 20 employees. Many states offer protection to employees who work for an employer with fewer employees, though the remedies and elements required to prove a claim may vary.7 signs your employer is engaging in workplacediscriminationNow that you have a sense of the type of conduct that is prohibited by law, how do you know if your employer is engaging in discriminatory practices? What are some examples of discrimination in the workplace? There are several signs to spot.1. Questionable hiring practicesIn general, employers are prohibited from asking interview questions that target an applicants protected class. For example, an employer cannot ask female candidates about their marital status, whether they intend to become pregnant or any other questions related to their families or family planning.Other examples of prohibited questions can includeDo you have children?How many kids do you have?Are you pregnant or do you plan to become pregnant?Who watches your children while youre at work?While there are times a friendly conversation can turn to the topic of children, the prudent employer will generally not raise the topic during an interview.If somehow the topic of children and family planning does arise, the employer is not permitted to use that information in assessing the candidates fitness for the job.Another example of an unlawful hiring practice would be if an employer refused to hire an applicant because of a foreign accent or religious attire.English-only rules can also be a sign of unlawful discrimination. According to the EEOC, An employer can only require an employee to speak fluent English if fluency in English is necessary to perform the job effectively or is needed to ensure the safe or efficient verarbeitungsschritt of the employers business and is put in place for nondiscriminatory reasons.2. Language that reveals an unlawful biasAnother way to spot workplace discrimination is by listening for language that reveals a n employers unlawful bias. This includes comments that stereotype certain protected classes and attack their fitness as workers based on their protected attributes.The following are examples of an employers language revealing unlawful biasComments such as, Women dont work as hard after they become mothers.Comments that all members of a certain race are lazy or not hard-workingRemarks expressing distrust for members of a certain religious groupSpeech that maligns the disabled and their abilities to perform their jobsRemarks such as, Older workers are bad for business.Such language can reveal an employers unlawful bias and can be a clear sign of workplace discrimination if the employer is relying on those biases to make employment decisions.3. Unfair promotions or assignment of workIf less-qualified male employees are consistently promoted over objectively more-qualified female candidates, the employer could be engaging in an unlawful practice discriminating against women based on sex .Similarly, if male employees are consistently given better work assignments and are afforded more opportunities for growth and advancement than female workers, this too could be a sign of unlawful employment discrimination under Title VII.4. Unequal payThe Equal Pay Act requires that men and women in the same workplace be given equal pay for equal work. Title VII, the ADEA and the ADA also prohibit compensation discrimination on the fundament of race, color, religion, sex, national origin, age or disability, but do not have the substantially equal requirement.As such, situations in which men and women are not provided equal pay can be a sign of workplace discrimination. This applies to the other protected classes, as well. For example, if older workers are consistently paid less than their similarly-situated younger colleagues, or where African-American employees arent compensated as well as their Caucasian counterparts, this can constitute unlawful discrimination.Of course, while there are several factors to consider in assessing whether a pay disparity constitutes employment discrimination, it is a sign to watch for when you suspect workplace discrimination.5. Assumptions regarding an employees plans or abilitiesAssumptions regarding an employees plans or abilities can be another sign of workplace discrimination. Some examples of these assumptions include an employerAssuming a pregnant worker will not return to work after maternity leaveAssuming a pregnant worker will not be interested in taking on new projects during her pregnancy, or assuming she will be unable to perform her current job duties (These decisions are for the pregnant worker and her physiciannot her employer.)Assuming an older worker is automatically going to retire at a certain ageNot only can these assumptions be unlawful, but they can also reveal employers unlawful bias. As such, they are important to watch for if you believe your workplace is discriminatory.6. Disparate application of di scipline or policiesIf an employer routinely disciplines female workers for conduct it permits male employees to engage in, this could be a sign of sex-based discrimination.Similarly, if an employer enforces its attendance policy against employees of a certain protected class, and regularly permits employees outside the protected class to violate it, this too can be an example of workplace discrimination.7. RetaliationRetaliation for engaging in protected activity is prohibited by law. Protected activity is the activity an employee engages in when they exercise their rights under Title VII or one of the other workplace discrimination statutes.Protected activity can take several forms, including (but not limited to)Filing a discrimination charge or lawsuitServing as a witness in someone elses employment discrimination charge or lawsuitParticipating in an agency or employer investigation of discrimination or harassmentComplaining directly to an employer about unlawful harassmentReques ting a reasonable accommodation for a disabilityRequesting information on an employers anti-discrimination policiesResisting sexual harassmentWhile employers are permitted to discipline or terminate employees for non-discriminatory reasons, even when they have engaged in protected activity, employers are prohibited from targeting employees because of their protected activity.They alsocant engage in any conduct intended to dissuade an employee or employees from engaging in future protected activity.Where an employer doesengage in such conduct, this can be a clear sign of workplace discrimination.Some examples of unlawful retaliation for opposing discrimination includeTerminating an employeeSubjecting them to increased scrutinyFormally disciplining the employee or issuing a negative performance evaluationGiving the employee less desirable job duties or transferring them to a less desirable positionThreatening or harassing the employeeWhat are the types of discrimination the EEOC prohi bits?The EEOC prohibits discrimination against the following classificationsAgeDisabilityEqual Pay/CompensationGenetic InformationHarassmentNational OriginPregnancyRace/ColorReligionRetaliationSexSexual HarassmentHow do you prove discrimination in the workplace?Whether its racial discrimination, gender discrimination, sex discrimination, age discrimination, religious discrimination or any form of discrimination, unfair treatment is illegal. And, while spotting workplace discrimination can be difficult, knowing these signs can help. If you believe you are the victim of employment discrimination, you should document any examples you notice and contact an employment rights attorney who can help you navigate the world of employment discrimination law.--Candace is a practicing attorney, working parents advocate, freelance writer and proud mom. Her legal practice focuses on workers rights. She can be found writing about law, motherhood, and more on her blog asThe Mom at Law.

Sanity Checks in the Workplace, or Ideas for Being Happier - Spark Hire

Sanity Checks in the Workplace, or Ideas for Being Happier - Spark HireGeoffrey James at Inc.com recently posted about 17 ways to be happier at work. Collectively, theyre a good reminder of the controllable elements of a work environment. The coworkers, bosses, amounts of work, or smell from your neighbor dont have to be the determining factors of your relative happiness while at work. Thought about another way, some of these tips are excellent sanity checks, or methods for keeping your balance in the workplace. Here are a few that seemed particularly useful and ultimately could result in a few extra minutes of time for yourself and your work.You have the same amount of time as everyone else. While this sounds like a very obvious reminder, the simple fact is that everyone is bound by the 24 hour time period which delineates a day. Those who look mora productive, or alternatively complain about working all through the night, are relegated to the same hours as you. When you feel that t he 24 hour time period isnt enough for you, look for ways that others are making it work, find methods for productivity that work best for you, and dont hold yourself to unrealistic expectations. Accomplish what you can in the time youre given, and stop complaining or worrying yourself when others seem more productive. If you stop worrying about them, you may find a few extra minutes for yourself.Dont worry about what others are thinking of you. Its not your business, and you cant control what theyre thinking. Inevitably, there are times when you begin to wonder what does coworker X think of what I just did? What does my boss really think during my performance reviews? Is so-and-so eyeing my job? The time you spend wondering what your boss or your coworker thinks about you will only result in energy and time wasted. It will probably also hurt your relationships within the workplace, making your job a less enjoyable place to be. Remember that you are only responsible for your own con duct, and if youre comfortable with the decisions youve made, the words youve said, and the things youve done, then theres no reason to take any of those things back and theres little reason to worry.Make your workspace work for you. James suggests that you trash everything in your work area that isnt useful or beautiful. Another way of thinking of this is that your workspace only aids your productivity as much as you allow it to. The right measure of utility and aesthetics can help you be more efficient and probably keep you calmer throughout the day. The balance is very achievable. Do you have a dedicated space for inbound work? Do you have papers filed in folders or binders that are easily accessible and easily searchable? What can you use to brighten the color of your workspace? Maybe bring in a plant, a colorful lamp, or a few more framed pictures of Fido.Often, your relative success and happiness in the workplace is a result of how you conduct yourself and how you set yourself up for productivity and success. Dont let uncontrollable factors become roadblocks and dont allow things you can control to slip to the wayside because you dont feel you have time or energy to deal with them. As much as possible, make the workplace work for you.Do uncontrollable factors act as roadblocks for you? Tell us which roadblock requires a sanity check in the comments below.IMAGE Courtesy of Flickr bytauben

The Best Questions to Ask an Interviewer

The Best Questions to Ask an InterviewerThe Best Questions to Ask an InterviewerWhen preparing for an interview, youve got to do more than know how to respond to tough interview questions. You also have to ask some of your own so you can find out if the job, your potential boss, and the company are the right fit for you.Beyond that, hiring managers expect you to ask good questions. If you dont, theyll be less-than-impressed by your preparation.But when you have limited time in the interview, what are the best questions to ask? Here are some questions and tips from Houstons top resume writers, ResumeSpiceWhat are the most important qualities for someone to succeed in this role?The hiring manager likely told you about the daily tasks and responsibilities associated with the job. But its also important to have an understanding of what it takes to succeed in the role. The hiring managers answer to this question will often give you insight beyond the stelle itself and into the company cu lture.What are the biggest challenges of the job?Hiring managers can sometimes paint a rosy picture of a position theyre trying to hire for. But to gain a clearer sense of what the role truly entails and to assess whether its right for you-you to need to know about the good, the bad and the ugly, too.What are your goals and expectations for the first month on the job? What about the first six months?You want to ensure youre able to meet expectations within the designated time period. Beyond that, asking this question ensures that youre not blindsided by unrealistic goals once on the job.How many people work in the department? What are the biggest opportunities and challenges in it?Even if the company is a big one, youre likely mostly going to be working alongside those in your department, day in and out. Thats why its important to get a sense of the team how big it is and important projects, areas of focus, or trends coming up that impact it.Whats the culture like at the company?M any job seekers make the mistake of asking questions only about the job and the responsibilities, without also delving into the companys culture. But if the culture is a poor fit for you and your personality, youre not going to be happy there, even if you can do the work.What do you like most about working at this company?Asking this question can offer you further insight into the companys culture and what its really like to work there.Whats the next step in your decision-making process?Dont forget to ask this question before you leave the interview. If the hiring manager isnt going to be making a decision for three weeks, its important for you to know that. Otherwise, you might sit around, wondering, waiting and worrying. Asking this question will also give you a timeframe thats appropriate in which to follow up.Need more help getting the interview and getting the job? At ResumeSpice, as Houstons trusted resume writers, we do more than offer tips, but also inte rview preparation help along with resume and cover letter writing, career coaching, and LinkedIn assistance. Call us today at 832.930.7378 to learn more.

Microgrids May Power Entire Future

Microgrids May Power Entire Future Microgrids May Power Entire Future Mechanical engineers play a key role in designing renewableenergy systems that safely provide peak performance, often enduring hostile environmental conditions. Significant mechanical engineering contributions include spinning shafts, large gearboxes, twisting blades, wave energy converters, power equipment mounting design for shock and vibration abatement, and motor and generator controls and simulations.Many of these components can be integrated to form microgridsdistributed generation systems that operate as self-contained, local electrical power grids with a combination of sources and loads. They operate equally well when connected to or disconnected from the utility grid, often incorporating on-site renewable energy sources such as wind turbines and solar panels, as well as electrical energy storage systems.Microgrids gained national attention during Hurricane Sandy when a residential building in Greenwich Vil lage welches able to maintain its power, water, and heat during the damaging storm and its aftermath. It was one of the few buildings that had lights on in the landscape of darkness after Con Edison cut power to almost one-third of Manhattan. The buildings combined heat and power (CHP) system ran 24/7 for five days after the storm, maintaining operation of the central boilers, domestic water pumps, and elevators until power was restored.Microgrids are distributed generation systems that operate as self-contained, local electrical power grids with a combination of sources and loads. Image General Motors and ABB.Fun to DesignMicrogrids provide the the opportunity to integrate a variety of renewable energy sources (solar, wind) and fossil-fuel sources (natural gas genets) in building systems, together with CHP that uses the waste heat to provide building heating/air conditioning or hot water, to significantly boost efficiency. A static disconnect switch is typically installed so the bu ilding can isolate itself from the utilitys grid at a moments notice.Dr. Thomas Jahns, professor of power electronics and electrical machines at the University of Wisconsin-Madison, carries out microgrid research and design at the universitys Center for Renewable Energy Systems, which works with the private sector to explore applications in the fast-growing microgrid industry.We are investigating how very different types of renewable and fossil-fuel-based energy sources can be combined with various types of energy storage to design new microgrid configurations, says Jahns. These integrated energy systems will make it possible to reduce our dependence on conventional coal-fired power plants, despite the intermittency of renewable energy sources.Microgrids have the potenzial to be the basic core technology that will make tomorrows smart grid possible. For this to happen, however, there must be a fundamental change in the way the nations utility system is designed. Our traditional radi al grid system, which is built around a limited number of very large power plants, would need to be converted into a distributed mesh system in which the large power generators are broken into very large numbers of small electrical sources, says Jahns. This would make it possible to significantly reduce our fossil fuel dependence, reduce our need for large transmission lines, and improve the reliability of our electrical power because of these islanding capabilities. Future PotentialIt is possible that eventually the entire supply of U.S. power could be supplied via microgrids, but it wont be easy and will require a massive change in mindset. In Europe and other parts of the world, where energy is more expensive, microgrid installations are much more aggressively pursued than here in the U.S., says Jahns. However, that could change in the future if conversion to clean non-carbon renewable energy sources becomes a major societal objective.UW-Madisons Department of Engineering is seri ous about microgrid technology. The university will soon open a state-of-the-art microgrid laboratory at the Wisconsin Energy Institute on campus. Research efforts will combine real and simulated power sources capable of reproducing the inherent technical challenges associated with intermittent energy sources.We want to be able to create all of the different operating conditions that are associated with renewable energy sources, including high-wind and low-wind days, and bright sunlight and overcast skies, to develop improved techniques that will enable microgrids to adapt more naturally to these fluctuations, says Jahns.Mark Crawford is an independent writer.Microgrids have the potential to be the basic core technology that will make tomorrows smart grid possible.

Military and Civilian Unmanned Aerial Vehicles (Drones)

Military and Civilian Unmanned Aerial Vehicles (Drones)Military and Civilian Unmanned Aerial Vehicles (Drones)As technology develops within the military environment, often there will be a transition into the civilian geschftsleben world with similar technologies but completely different with a wide range of uses. Depending on the market for such technologies, the business community can drive innovation, and create better products that also have military applications. Whether it is the Tactical to Practical or the Practical to Tactical driving the growth of unmanned aerial vehicles or systems (UAV/UAS), the word drone is now commonplace in themilitary and public life as well. The Growth of Drones in Business and the Military Whether its the remote control toy plane or helicopter for kids, or a fully loaded Unmanned Aerial Vehicle complete with an array of cameras, these vehicles are finding usefulness for many groups within businesses and the government. For exampleAvoid Putting P eople Into Harms WayThe first drones did jobs labeled as dull, dirty and dangerous. While that mucksmuschenstill may be the case currently, there are also ways to utilize UAVs that prevent putting people in harms way, such as Utility Companies saving risk by the inspection of high tension electrical towers with UAVs.Some National Park Service Units are currently utilizing drones for resource management and fire management missions.The delivery of critical supplies like medicine or communications tools to remote areas.Relay radio and wireless internet hotspots to restore service after a natural disaster.The use of a thermal imaging camera to find a lost person in remote areas (search and rescue). Other Direct Business and Government Contributions of UAVs Drones, UAV, or UAS are simply another use of flying robots. Wherever someone currently uses manned aircraft, a drone could possibly be less costly alternatives as in delivering packages to customers, flying over real estate prop erty, of surveying a construction site. Many videographers are finding that in order to stay competitive in the business market, they must be able to produce in-flight videos for businesses, parties, weddings, and other consumer events and business ventures. Thereare many differentpayloads that includehigh resolution, thermal and infrared cameras, like a multi-spectral infrared which isuseful for crop inspection.As the technology develops, so with the uses for these highly versatile machines. What Type of UAVs Are Available to Civilians There are basically two types of different UAVs - fixed wing or rotary wing (planes and helicopters). Rotary can be quad (4), hex (6), or octocopter (8). Fixed wing UAVs are characterized by size, altitude, and endurance and look more like your typical airplane. There are a few internet based companies considering the use of an Ultra High Altitude drone to bring the internet to remote areas. Civilian Pilot Certification The Federal Aviation Administration (FAA) Aeronautical Knowledge test is a way to get a license for business or larger scale hobby flying and costs $150 to take. These tests are given at FAA-approved knowledge testing centers - typically on or near local airports. The test consists of 60 or more multiple choice questionsand requires significant study on current FAA regulations, weather issues, being able to read sectional charts, and other ground and aviation knowledge.To get a small UAS (Unmanned Aircraft System) Pilot license you need to be at least 16 years old. The license is only needed to use if flying for commercial purposes. Tofly a drone as a hobby, assuming the drone weighs between .55 lbs and 55 lbs, you need to be 13 years old and have it registered with the FAA. Anything drone that weighs less than .55 lbs is considered a toy. Drones in the Military The use of drones has not been a secret within the military, even arming them with missiles to attack enemy soldiers and terrorists. Ther e are many uses for the drones in the military Anytime a drone can be used to protect the lives of the military men and women they will be armed with live video remote communications to ground troops, essential gear, or weapons.The main drone use overseas in war zones is reconnaissance of unknown areas/buildings, enemy tracking, andforce protection (making koranvers our troops are safe and no one is approaching them). Drones are a great tool to assist in searches for lost or injured soldiers as well as a real-time view of various missions and situations, allowing for commanders to make better decisions in resource allocations. Future Use of Drones Military These machines will continue to get smaller, lighter, quieter, have stronger batteries, fuel, or flight times, with better optics and capabilities. Any place the military can avoid the risk of harming human resources, a drone may have a future in the military that continues to evolve. Civilian Companies are already working o n ways to use drones with long flight timesto act as a cell phone in dead spots, delivery platforms, emergency service uses, automated data collection for agriculture, livestock, and forestry. ? Government These systems will be become more common and be used for safety, research, and a multitude of tailored uses for federal agencies from the Department of Interior, National Park Service, Intelligence Communities, Local Law Enforcement, Fire Departments and more. Regardless of the entity that uses UAVs, the incredible transfer of risk they offer cannot be ignored. Side musiknoteThe word drone was only used to describe these systems (either multi-rotor or fixed wing) over the past few years.More recently, they have always been known as UAVs or UASs. The word drone used to be reserved for large systems like the Predator MQ-1.

Twitter shares a bunch of #OddThingsToAskTechSupport

Twitter shares a bunch of OddThingsToAskTechSupportTwitter shares a bunch of OddThingsToAskTechSupportWhats the craziest thing youve ever asked the IT department for help with at work?Twitter responded with a bunch of funny things as the hashtag OddThingsToAskTechSupport trended on the social media platform.Heres what Twitter had to sayCheck it outCan I order off the start menu? OddThingsToAskTechSupport- Astorix ???????????? (Astorix23) July 20, 2018