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Good Customer Service
What is the key to giving good customer service and why is good customer service so important? I'm sure we've all had experiences as recipients of bad customer service. After going through such experiences it's easy to point out things that should never be done when dealing with customers. In those situations, have you ever taken time to think about what you would have done differently if you found yourself in a similar situation? Good customer service is essential to good business. Promotions and reduced prices may attract new customers but good customer service is what draws those customers back to support your business for the long term. There is a widely quoted statistic that says that the cost of acquiring a new customer is five to six times that of retaining an existing one. So what things can you do to keep these customers coming back? The following are some of the core principles to great customer service.
Commit to quality service. Before you even start interacting with customers or clients you must first dedicate yourself to providing excellent service. Be devoted to creating a positive experience. Always try to go above and beyond the customer's expectations.
Know your products and/or services. How can you be of assistance to your customers if you don't even know what you're selling or promoting? Get to know your company's products, services, and policies inside and out. Convey and articulate an in-depth knowledge of those products and services to gain the customer's trust and confidence. Try to anticipate the types of questions that customers may ask you and be prepared with the right answers.
Know your customers and clients. Try to learn everything you can about your potential and current customers and clients in order to serve their needs the best way you can. Use the customer's name whenever you can. Talk to customers about their experience with your company and listen to what they have to say. Ask open-ended questions to better understand a customer's needs, wants, and concerns. Give customers your undivided attention and listen to what they have to say through their words, tone of voice, body language and how they feel.
Be courteous and respectful. Every time you make contact with a customer, whether by phone, email, or in person, the interaction leaves an impression with that customer. Be courteous, respectful, and sincere during every interaction with each of your customers. Never argue with a customer even when they are wrong. Concentrate on how to fix problems as they arise without losing your cool.
Never leave a customer in limbo. Customers want to know when they can expect you to deliver your product and services or when their problem will be resolved. Respond as quickly as possible to customers' needs. Follow up with your customers on a regular basis to let them know of the status. Don't allow large amounts of time to go by without following up with the customer. Customers that are left in the dark may take their business somewhere else in the future.
Provide what you promise. Only make promises that you are confident that you and your company can keep. Failure to do so will result in loss of credibility and business. In the event you make a promise that you are not able to keep, apologize to the customer and offer them some sort of reconciliation to restore their trust.
Focus on customers, not sales. This may be difficult, especially if you're paid on a commission basis. However, always remember that keeping a customer's business is more important than to close a sale. Make each customer feel important and appreciated. Treat them as individuals, not numbers.
Resolve complaints. When a customer complains, take the complaint seriously. A customer may not always be right but it's important that you listen and help resolve their concern. Deal with problems immediately and let customers know what you have or will do to resolve their concern. Go out of your way to make the customer feel comfortable during this process. Never raise your voice with a customer even if they are screaming. If you stay calm, more than likely their voice will start coming down as they begin to relax.
Help customers use products and/or services. Your company may offer the best product and/or services in the industry, but if customers don't understand them they can become confused, impatient, and frustrated. Take time to explain to your customers how your products and services work and their advantages. Explain to them how they can get answers to any questions that they may have in the future. Follow up with your customers periodically to see if they have any questions or if you can offer assistance in any way.
You may have other techniques that you can add to this list to ensure great customer service. If so, share them with your co-workers so your whole company will be known for its great customer service, which will retain current customers and also recruit new ones. For more information or training, please contact your RMI HR Representative. |
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Reminder from RMI's Benefits Department
Concerning Your 2010 125(c) Account |
You only have until March 31, 2011 to submit all receipts for the 2010 Flexible Spending Account Plan year. All expenses must have been incurred during 2010. You can obtain a claim form from our website at www.rminc.com under the Employee Resource Center. Claim forms should be faxed, mailed or e-mailed directly to National Benefit Services (NBS). Their contact information is located at the bottom of the claim form.
As a reminder, employees can now log on to their 125(c) account on NBS' website www.nbsbenefits.com and submit their 2010 and 2011 claims electronically. Please be sure to have a PDF copy of your IRS–approved receipt that you can attach. There is no need to submit any paper copies to NBS, as everything can be done on-line.
If you need assistance in submitting your 2010 receipts, please contact RMI's Benefits Department at (888) 764-0200. |
| Now Is The Time To Increase Your 401(k) Deferral Amounts! |
Did you make a New Year's resolution to start saving more money? If so, have you thought about your employer-sponsored 401(k) Plan as a way to help you save that money? Effective January 1, 2011, the Tax Relief Unemployment Insurance Reauthorization and Job Creation Act of 2010 provided all employees with a 2% decrease in their Social Security withholding for 2011. The withholding percentage went from 6.2% down to 4.2%. Hopefully, you have noticed an increase in your take-home pay.
Now that you have an extra, and unexpected, 2% more in your pocket, why not put that additional money into your 401(k) Plan by increasing your 401(k) deferral contribution? If you elect to defer on a pre-tax basis, your take home pay will not be affected by the full amount of your increased contribution, as traditional 401(k) deductions are withheld prior to Federal and States taxes being withheld.
Many of RMI's employers make a 401(k) match for their employees and you may not be taking full advantage of that match. Contact RMI's Benefits Department at (888) 764-0200 to find out what your employer's match is and if you are deferring enough of your wages to receive the full benefit.
Most RMI-sponsored 401(k) Plans allow for participants to change their deferral amounts on a monthly basis by completing the Participant Data Change Form and returning the form to RMI's Benefits Department via mail, fax or e-mail. This form can be found on RMI's website at www.rminc.com under the Employee Resource Center. Changes will take effect on the first day of the month following RMI's receipt of your form. Discover401k.com has a 401(k) savings calculator, which can be found at http://www.rmi401k.com/calc/Retire401k.html, to help you determine if you are saving enough for your retirement. Jere El-Bakri and his team at Nations Financial Group would love to assist you in planning for your retirement and specifically, how increasing your deferral amount can help grow your retirement account. Please contact them at (800) 948-0330. |
| Tax News for 2011 |
Form W-5, Earned Income Credit Advance Payment Certificate, is no longer in use. After 2010, employees can no longer get advance payments of the credit in their pay during the year as they could in 2010 and earlier years. However, all eligible employees will still be able to claim the credit on their 2011 return. If you expect to be eligible for the Earned Income Credit and will have income tax withheld from wages in 2011, you may reduce your Form W-4 withholding in order to receive the benefit of a portion of the credit throughout the year.
Starting 1/1/2011, the employee social security tax rate will be 4.2% instead of 6.2%. |
| Changing And Calculating Your Tax Withholding Amount |
Are you worried about owing taxes at the end of the year? The IRS Withholding Calculator can help you avoid having too much or too little Federal income tax withheld from your pay. To access the IRS Withholding Calculator, click here.
The 2011 Form W-4 can be found on RMI's website, www.rminc.com under the Employee Resource Center. Go to Forms/Individual Forms/W-4. You can fax your revised Form W-4 directly to RMI's Payroll Department at 801-924-1628 or scan and e-mail your form to payroll@rminc.com. |
| Safe Driving Tip |
| Check Your Tire Pressure |
With all the media coverage tires have been getting lately, it's a safe bet more people are taking a good look at their vehicles' tires before hitting the highway. That's a good thing, because tires have traditionally received far too little attention. Some people don't give tires any thought until they're forced to deal with one that's gone flat.
One study showed 70% of tires on motor vehicles are underinflated. A tire is said to be dangerously underinflated with just four pounds per square inch less pressure than recommended. Too little air causes a tire's sidewalls to flex, which in turn causes heat to build up. When that happens, tires can blow out, sometimes with fatal results.
The moral of this story is that tire pressures on personal and work vehicles need to be checked at least monthly with a good tire pressure gauge available at any automotive parts outlet. Recommended tire pressures can be found in a vehicle's owners' manual, or inside the driver's side door or glove box. Remember that carrying more weight in a vehicle than it's designed to handle can also cause tire failure due to heat build-up. Driving on underinflated tires will cause a car or truck's engine to work harder and consume more fuel.
Tire pressures should be checked "cold" before the vehicle moves an inch. Tires should also be rotated every 6,000 - 8,000 miles to maximize their life span. For more information or training, please contact your RMI HR Representative. |
| Workplace Safety Tip |
| A Tidy Workplace Will Prevent Injuries |
It's easy to dismiss workplace housekeeping as "a job for janitors" after you've gone home. After all, you might think, "Productive people produce. It wastes time to be extra neat."
Or does it? Think of the time you waste looking for tools or materials when someone doesn't put something back where it belongs.
Good housekeeping is everyone's responsibility. It involves:
- Promptly wiping up spills.
- Picking up items that pose a tripping hazard.
- Clearing away waste before it gets out of control or fuels a fire.
Slips, trips, and falls are the leading causes of occupational injuries. The National Safety Council estimates 300,000 workers in the United States are injured and 1,400 die in that manner every year. Poor workplace housekeeping habits cause many of these incidents. Housekeeping must be an integrated part of the daily workplace routine. Aisles and stairways must be kept clear of clutter, so people won't stumble and fall. Likewise, spills must be attended to quickly. Before attempting any clean-up remember to find out what has been spilled and, if you are authorized, clean up the spill wearing the appropriate personal protective equipment. If you are not authorized to clean up such spills, tell someone who can clean it up immediately.
Here are some other things to keep in mind:
- Machinery should be regularly cleaned and maintained to prevent spills. Drip pans should be placed in appropriate areas to catch liquid that would otherwise end up on the floor.
- Don't leave oily or greasy rags hanging around. They pose a real fire hazard.
- Never leave drawers on filing cabinets, storage spaces or desks open. A co-worker's head or leg might discover them before his eyes do. Also, are power cords and cables strewn across the floor, over which an unsuspecting person might trip?
- Is there enough light? Light bulbs that get dirty or burn out and aren't replaced pose a serious hazard.
- Areas undergoing maintenance need to be roped off to keep workers from wandering into potential danger. If a floor is wet, a "caution, wet floor" sign should be posted.
- Are trash cans emptied regularly?
- Are materials stacked safety, or could they fall onto an unsuspecting employee?
- Fire exits, fire extinguishers and sprinkler systems should never be blocked by materials.
OSHA regulations state: "All places of employment, passageways, storerooms and service rooms should be kept clean and orderly and in a sanitary condition." That regulatory agency and others have issued citations to companies for ignoring housekeeping regulations. For more information or training, please contact your RMI HR Representative. |
| To access the online Workplace Safety Training Log click here. |
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