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Maximize Your Organization's Potential by Encouraging Responsiveness

In his book “Legendary Service - The Key Is to Care” author Patrick Blanchard boldly states, “Being responsive to your customers goes hand in hand with being attentive to their needs and preferences.”

He then provides compelling examples on the way service providers can demonstrate a genuine willingness to serve customers as they fulfill their individual needs. These include listening to concerns and needs; taking care of problems right away; showing the customer that you are on their side. Blanchard also describes how managers can engage team members to contribute ideas for providing better customer service through the use of a customer service model based on the acronym ICARE.

November 18, 2014 | Categories: , , , , , , , , , | Tags: Audio Conferencing, Conference Calls, ICARE, Kenneth Blanchard, Legendary Service, Meetings, R&D, Responsiveness, Success Sharing Event, The Key is to Care, Web Conferencing
Maximize Your Organization's Potential with Empowerment

In his book “Legendary Service - The Key Is to Care” author Patrick Blanchard boldly states, “The more empowered the frontline people in an organization are, the happier the external customers are going to be, because their needs are being met.”

He then provides compelling examples of what makes people feel empowered on the job. Examples provided include the following:

 

November 11, 2014 | Categories: , , , , , , , , | Tags: Audio Conferencing, Conference Calls, Empowerment, ICARE, Kenneth Blanchard, LCS, Legendary Customer Service Team, Legendary Service, Meetings, The Key is to Care, Web Conferencing
Maximize Your Organization's Potential by Defining Ideal Service

In his book “Legendary Service - The Key Is to Care” author Patrick Blanchard boldly states, “Ideal Service is meeting the customer's needs on a day-to-day basis by acting on the belief that service is important.”

He then provides a compelling example on the use of service statements to provide a clear definition of an organization's service vision and values. Used properly, service statements can help each team member to “have a clear vision of the kind of service they personally would like to deliver to their customer.” Blanchard also describes how managers can engage team members to contribute ideas for providing better customer service through the use of a customer service model based on the acronym ICARE.

Two Rivers Conferencing has several clients that utilize Blanchard's guidance in their strategies for enhancing the quality of customer service. They routinely conduct weekly Service Satisfaction Meetings with employees and managers identified as part of a “Customer Service Team.” This meeting is chaired by the client's Vice President of Sales & Service, with the company's President & CEO and selected members of his sales, product development and business operations team in attendance. Using this approach allows a company the opportunity to fully evaluate its service activities and product R&D in light of its service vision and values.

November 4, 2014 | Categories: , , , , , , , , | Tags: Audio Conferencing, Conference Calls, Customer Service Team, ICARE, Ideal Service, Kenneth Blanchard, Legendary Service, Meetings, The Key is to Care, Web Conferencing
Attentive Service for Conference Calling

To be attentive is defined as thinking about or watching something carefully: paying careful attention to something. When we speak of being attentive we imagine a situation that is detailed and precise. This situation comes from possible planning and preparing in order to ensure the best possible outcome or scenario.

In Kenneth Blanchard's book “Legendary Service” we learn that attentiveness comes into play once an organization has clearly identified its service vision. According to the book “the next step is to get clear on who its customers are and what they want”.

By learning who your customers are and what they want you can better serve them. You must realize that your customers will vary and have specific preferences and needs according to their own business model. In our industry of conferencing we must clearly define who are customer is and how they plan to use our service in order to service them to the best of our ability. I would say this holds true in any industry. We must first define their specific needs, and then put the best possible solution in place to allow them to get the most from our solution.

October 22, 2014 | Categories: , , , , , | Tags: attentive service, conference call, conference services, conferencing, define client needs, Kenneth Blanchard, Legendary Service, Two Rivers Conferencing
Legendary Service The Key Is to Care by Ken Blanchard - Keep your customers coming back!

In his book “Legendary Service - The Key Is to Care” author Patrick Blanchard boldly states, “Simply put, companies can achieve Legendary Service by showing their customers they care about them.”

He then provides a compelling example on the use of regularly scheduled meetings where employees and managers can dig into the critical issues that can allow an organization to “consistently deliver ideal service that keeps customers coming back and results in a competitive advantage for your organization.” Blanchard also describes how managers can engage team members to contribute ideas for providing better customer service through the use of a customer service model based on the acronym ICARE.

Two Rivers Conferencing utilizes Blanchard's guidance in its strategies for enhancing the quality of our customer service. We routinely conduct Weekly Sales / Service Meetings with our Director of Customer Service Kristina Owen. This meeting is chaired by our Managing Partner, with our President & CEO and selected members of his finance, accounting and business operations team in attendance. Using this approach allows us the opportunity to fully evaluate Kristina's service activities in light of current business developments and other ongoing initiatives.

October 7, 2014 | Categories: , , , , , | Tags: Audio and web conferencing services, Conference Calls, ICARE, Kenneth Blanchard, Legendary Service, Meetings, Microsoft Lync, The Key is to Care, Unified Meeting
Best Practices to Improve Your Conference Calls

It is a challenge to connect professionals suspicious of sharing information with other professionals in the same industry — even though sharing expertise could benefit both parties. Conference calling technology provides an effective way to bridge this need for shared professional expertise. A real estate agent program provides a strong example of the benefits of sharing information at a distance using conference calling.

A sales representative from a large conference service provider (CSP) attended a real estate sales seminar hosted by an acknowledged industry expert on the best practices for achieving success in residential and commercial real estate. His seminars were attended by some of this country's most successful real estate agents. The sales representatives were told that surveys taken by the seminar's attendees indicated that the agents strongly valued the information obtained from the program's presentations and educational events. Surprisingly, the survey data showed attendees gave even greater value to the information shared among fellow sales agents during the many social and business networking events that occurred over the course of the three day conference seminar event.

July 8, 2014 | Categories: , , , , , , , , | Tags: Audio and web conferencing services, Audio conferencing, Conference call, Conference calls, Conference Service Provider, Conferencing, Conferencing service, Real Estate, Real Estate Sales, Two Rivers Conferencing
Web Conferencing Can Close Sales

In a sales environment where representatives need to keep meetings with people in Arizona at 11am and then with others in New York 30 minutes later, webinars and web conferencing are king. On a daily basis we meet with decision makers to go over contracts, clarify customizations and demonstrate industry leading software solutions — all from our offices in Chicago.

Recently we took on a new strategy with our webinar technology and began hosting mass webinars on a regular basis. With these events we are able to:


May 27, 2014 | Categories: , , | Tags: sales, sales cycle, web conferencing, webinars

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