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Customer Service Excellence

Posted by courses on Feb 13, 2012 in Training News | 0 comments

In a world that has grown to be increasingly socially networked, a customer?s perception of a business controls the revenue and profitability of a company to a very large extent. From front line staff to back-office workers, customer service excellence is not merely a desirable attribute, it is vitally necessary. Most times, the first impression that a potential customer forms, will determine his or her lasting impression about a firm?s products or services. With such high stakes, it is no surprise that corporations are signing up their employees for customer service courses in order to improve customer and vendor relationships.

While a particular customer service course may address important topics such as communication, being right the first time, handling conflict, complaint management, and customer expectation management, the right customer service training program goes beyond merely instructing your staff, to actually helping them apply these concepts through role-plays, simulations and? group discussions.

In most situations, preconceived notions about customer service and the sense that customer service courses are not designed for back-office staff tend to hamper the learning experience. However, a comprehensive customer service training program where theory is reinforced by practical demonstration will enable your staff to hone soft skills such as assertiveness, body language management, written communication skills and telephone etiquette. A good customer service course is typically a day-long course with a healthy balance of theory and simulations, while allowing sufficient time for the lead trainer to assess and address individual training needs. This means that customer service training is best conducted for small to medium groups, enhancing the effectiveness of the program. A mix of front line and back-office staff is certainly a bonus, where the participants learn how their actions can influence a customer?s interaction with another department.

Customer service excellence is achieved collectively ? therefore enabling your staff to understand and practice these coveted skills will reap a rich reward for your business.

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Source: http://taylormasontraining.co.uk/customer-service-excellence/

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Buildings set ablaze in Greece before debt vote (AP)

ATHENS, Greece ? Riots engulfed central Athens and at least 10 buildings went up in flames in mass protests late Sunday as lawmakers prepared for a historic parliamentary vote on harsh austerity measures demanded to keep the country solvent and within the eurozone.

TV footage showed a three-story corner building completely consumed by flames with riot officers looking on from the street, and firefighters trying to douse the blaze. A closed cinema, a bank, a mobile phone dealership, a glassware store and a cafeteria were among the burning buildings, the fire department said. There were no report of people trapped inside.

Since May 2010, Greece has survived on a euro110 billion ($145 billion) bailout from its European partners and the International Monetary Fund. When that proved insufficient, a new rescue loan package worth a further euro130 billion ($171 billion) was decided ? combined with a massive bond swap deal that will write off half the country's privately held debt.

But for both deals to materialize, Greece has to persuade its deeply skeptical creditors that it has the will and ability to implement spending cuts and public sector reforms that will end years of fiscal profligacy and tame gaping budget deficits.

Protesters set bonfires in front of parliament and dozens of riot police formed lines to try to deter them from trying to make a run on parliament. Clouds of tear gas drifted across the square in front of parliament. Many in the crowd wore gas masks and had their faces covered, while others carried Greek flags and carried banners. Several protesters and police have been injured, while an unspecified number of suspected rioters were detained, authorities said.

Clashes erupted after more than 100,000 protesters marched to parliament to rally against drastic austerity cuts that will ax one in five civil service jobs and slash the minimum wage by more than a fifth.

Riot police fired dozens of tear gas volleys at rioting youths, who attacked them with firebombs, fireworks and chunks of marble smashed off the fronts of luxury hotels, banks and department stores. Streets were strewn with stones and rubble, while terrified passers-by sought refuge in hotel lounges and cafeterias.

Prime Minister Lucas Papademos' government ? an unlikely coalition of the majority Socialists and their main foes, the conservative New Democracy ? was expected to carry the vote, even by a narrow margin.

Combined, they control 236 of Parliament's 300 seats, although at least 20 lawmakers from both main parties said they would not back the new private sector wage cuts, pension reductions and civil service layoffs dictated by the draft austerity program.

"There are very few such moments in the history of a nation," Finance Minister Evangelos Venizelos said. "Our country has an acute issue of survival."

"The question is not whether some salaries and pensions will be curtailed, but whether we will be able to pay even these reduced wages and pensions," he added. "When you have to choose between bad and worse, you will pick what is bad to avoid what is worse."

The new cutbacks, which follow two years of harsh income losses and tax hikes ? amid a deep recession and record high unemployment ? have been demanded by Greece's bailout creditors in return for a new batch of vital rescue loans.

"By Wednesday, finance ministers from eurozone countries must finally approve the financing and support program for Greece," Venizelos said. "If that does not happen, and it is not at all certain that it will happen unless we raise to the occasion, then we will not be able by Friday, Feb. 17, to officially start the bond exchange process."

"We won't be in time to carry out the bond swap by March 5, and we won't be in time to address the problem of major bond issues that must be paid from March 14-20," he said. "If that doesn't happen, the country will go bankrupt."

The parliamentary debate started shortly after 3:30 p.m. (1330 GMT; 8:30 a.m. EST), and will take about 10 hours, finishing around midnight.

"By midnight today, before markets open, parliament must send the message that our nation is both willing and able," Venizelos aid. "Unfortunately, the markets have subjugated states."

German Finance Minister Wolfgang Schaeuble was quoted as telling the Welt am Sonntag newspaper Sunday that Greece "cannot be a bottomless pit."

"That's why the Greeks must finally put a bottom in," he added. "Then we can put something in too."

Highlighting previous promises he said weren't kept, Schaeuble said "that is why Greece's promises aren't enough for us any more," according to the report.

Asked whether Greece has a long-term future in the eurozone, Germany's vice chancellor told ARD television "that is now in the hands of the Greeks alone."

Philipp Roesler said in the interview broadcast that what matters is not just Greece making pledges.

"We want ... the Greek parliament also to approve laws and, as far as possible, take the first steps to implement what has been agreed," he said.

"Only when that happens, only then can there be new aid ? and Greece urgently needs that," said Roesler, who is also Germany's economy minister.

Roesler acknowledged that Greece faces "difficult decisions" but stressed that Germany wants it to be able to get out of trouble.

"It is not enough just to give financial aid ? they must tackle the second cause of the crisis, the lack of economic competitiveness," he said. "For that, they need ... massive structural reforms. Otherwise Greece will not get out of the crisis."

Introducing the legislation Sunday, Socialist lawmaker Sofia Yiannaka said the intense pressure from Greece's EU partners to pass the measures was the result of delays in implementing already agreed reforms.

"The delays have our imprint. We should not blame foreigners for them," she said.

"We have finally found out that you have to pay back what you have borrowed ... We used to say 'poor state, but rich citizens' because we tolerated tax evasion for populist reasons. Is this the country we want?" Yiannaka added.

Leftist parties and the small rightist LAOS ? a former junior coalition partner ? have vowed to vote against the new austerity.

"You are not trying to save Greece, but a handful of industrialists," Communist Party spokesman Thanassis Pafilis said. "And you disgracefully blame the struggling people who created the wealth we have. You are trying to send them back to the Middle Ages. We will not allow it."

___

Derek Gatopoulos in Athens and Geir Moulson in Berlin contributed to this report.

Source: http://us.rd.yahoo.com/dailynews/rss/topstories/*http%3A//news.yahoo.com/s/ap/20120212/ap_on_bi_ge/eu_greece_financial_crisis

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Akpabio/Udoedehe legal battle: Tribunal insists on hearing case

By TONY NYONG
UYO?The Governorship Election Petition Tribunal of Akwa Ibom State, sitting in Uyo, yesterday,? insisted on hearing the petition brought before it by Senator John James Akpan Udoedehe of the Action Congress of Nigeria, ACN, against Governor Godswill Akpabio of the PDP on merit.

The tribunal in its ruling said its decision was influenced by the earlier ruling of the Supreme Court on a similar matter which ordered the retrial of the matter based on merit rather than technicalities.

In view of the ruling, the Tribunal Chairman, Justice Ayuba Kwajafasha, fixed Febuary 9, for pre-hearing on the matter and urged counsel to both parties to file their applications for any contending issue on the matter before the date.

Speaking with journalists at the court?s premises, counsel to Governor Akpabio, Duro Adeleye (SAN), said he would consult with his client to decide the next step to take on the matter, just as he declared that they were not afraid of the ruling.

Senator Akpan Udoedehe who was the governorship candidate for the ACN and his running mate, Dr. Ime Sampson Umanah in the April 26 governorship election in the state, had petitioned to the tribunal and challenged the decision of the Independent National Electoral Commission, INEC, to declare Godswill Akpabio of Peoples Democratic Party (PDP) as winner of the said poll.

Comments are moderated. Please keep them clean and brief.

Source: http://www.vanguardngr.com/2012/02/akpabioudoedehe-legal-battle-tribunal-insists-on-hearing-case/

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Video: Injured model gets prosthetic eye

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Source: http://www.msnbc.msn.com/id/21134540/vp/46263329#46263329

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Kensington CT Homes Real Estate for Sale: 703 EDGEWOOD ROAD

by admin on Friday, February 3rd, 2012 | Comments Off

www.prudentialct.com Offered at 4500 Custom built Cape located on 4.2 acres in a country setting offers living room with marble stone fireplace,1st floor master bedroom,hardwood floors,2nd floor bedrooms with loads of built-ins,lower level possible in-law apartment with living room,kitchenette & full bath,detached 2 car oversized garage. Contact Carrie Korenkiewicz Office: 860-378-3220 Cell: 860-276-5802 Fax: 860-276-8474
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www.prudentialct.com Offered at 8500 WATERFRONT STUNNER ON THE CT RIVER. INTERIOR FEATURES HIGH STYLE OPEN FLRPLN, SOARING CEILINGS, 180 VIEW MASTER W/EN SUITE SPA BATH. FINISHED LL/IN-LAW. PLATFORM DOCK FOR LARGE BOAT OR SEAPLANE. PRIVATE LUSH LANDSCAPED GROUNDS. BEST CT RIVER LIFE! Contact Angela Ruel ABR, SRES, Fine Home Specialist Cell: 860-575-0754 Office: 860-767-2133 X 11 Office: 860-434-9100 X 11
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Source: http://realestatewonders.info/connecticut/kensington-ct-homes-real-estate-for-sale-703-edgewood-road/

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Feng Shui Decorating For Your Home | Home Improvement Site Best

Feng Shui, when translated directly ?the wind and the water? is the art and science of arrangement. This ancient Chinese art, Feng Shui (pronounced ?fung shway?) is the instruction of creating harmony and balance so that waves of ?Chi? ? the good healthy energy will undulate over us and open the doors of luck and prosperity.

The Chinese believe that luck and prosperity and everything good in the world travels on waves of healthy energy. Most of us have the predicament of living in a home that has been arranged to block some or most of this energy from reaching us and our loved ones. By using feng shui decorating for your home, you will make it into a tuning fork that grabs this Chi and transforms it into harmony and good health for all living under the roof of that place.

The devil is really in the details. From how a potted plant is placed to the position in which you sleep in all affects how much or how little of this Chi you will experience. A house with bad feng shui, the Chinese believe, is a recipe for disaster ? and this is why alot of Chinese people and other races who believe strongly in this, hire a feng shui master before they do anything to their household decor or furniture arrangement.

Now get the image of an old rickety man with beads and an unearthly beard out of your head. He doesn?t spring into kung fu at the tip of the hat.

He does that just on Tuesdays.

I?m just kidding. Professional geomancers are as modern as you and me and you would be surprised to find that some of them are not even Chinese in the first place. They have an understanding of Mother Nature and her compass and can sense whether or not a household is aligned with her enough for prosperity and luck to be a permanent fixture.

Do you notice an area of the house where people just seem to gravitate to? Ever held a party and people tell you that a certain room seems ?uncomfortable? for no obvious reason? This is probably bad feng shui at work.

Anything from the colour of your walls to how your bed is situated in your room can determine a restful night or a fitful one. The Chinese believe that the colour red and its various shades bring about luck and warmth to a house ? this is evident when you notice that most Chinese brides like to don the bright maroons on their happy occasion.

It is also all about spaces. The Chinese believe that facing a door or entryway in whatever you do brings about luck and exposes you to greater Chi. Also having highly visible exits means that not only guests can find their way out easily, but money and energy as well.

Interesting isn?t it? Most of the time feng shui decorating can mean little cost and just a bit of rearrangement in the household or even the office. With the promise of wealth, prosperity and luck increasing in multiples, it would be prudent to just give it a try ? the results could well surprise you.

Click Here to get Free Tips on how to improve your life with Feng Shui Decorating. Lynn Lee is a celebrated authority on Feng Shui providing valuable advice at http://www.whatisfengshui.net.

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Fantastic Time by the Beach of Phuket | Free Travel Articles ...

Phuket is Thailand largest island, approximately the size of Singapore. The island formerly derived its wealth from tin and rubber. The island was on one of the major trading routes between India and China, and was frequently mentioned in foreign traders ship logs.

It is blessed with magnificent coves and bays, powdery, palm-fringed white beaches, smaller surrounding islands, hospitable people and seafood, delightful turn-of-the-century Sino-Portuguese architecture; numerous sporting and leisure opportunities; a lush tropical landscape ? all of which combine to create a delightful ambiance for truly memorable holidays.

The island is broken by a chain of mountains and valleys mainly from a north-south range running down the west coast. There?s practical advice on getting here, where to stay and how to ensure your visit to the area is memorable more. Plan your trip to coincide with one of Phuket?s many events and festivals to make the difference between a good and a really memorable holiday. You won?t be disappointed by the nightlife and entertainment the area has to offer.

Shop till you drop, a favorite evening activity in Patong Town, the tourist capital, arrive with empty bags, come back with a bad back after bringing overloaded bags to the airport, filled with affordable textiles bought at the night market or the freshly opened Jungceylon shopping complex in the center of Patong. Central Festival is located in the region of Big C and Lotus outside of the City. Neighboring provinces are from north clockwise Phang Nga and Krabi, but as Phuket is an island there are no land boundaries.

There are luxurious villas with many rooms or bungalows. You can also find intimate villas perfect for honeymoon retreat. Phuket villas are sited around many this island top beaches. They vary in size and features. Do you want to get close to the nature? How about a small tree house villa? There are a lot of back to nature holiday villas around Phuket.

Want to find out more about Phuket villas, then visit Michael Dakinlima?s site on how to choose the best Phuket Beach Villas for your needs.

Source: http://www.travel-direct.net/travel-and-leisure/fantastic-time-beach-phuket/?utm_source=rss&utm_medium=rss&utm_campaign=fantastic-time-beach-phuket

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Cancer charity confronts backlash over grant cuts (AP)

NEW YORK ? The renowned breast cancer charity Susan G. Komen for the Cure faced an escalating backlash Thursday over its decision to cut breast screening grants to Planned Parenthood. Some of Komen's local affiliates are openly upset, including all seven in California, and at least one top official has quit, reportedly in protest.

Meanwhile, Komen has been deluged with negative emails and Facebook postings, accusing it of knuckling under to pressure from anti-abortion groups, since The Associated Press reported on Tuesday that it was halting grants that Planned Parenthood affiliates used for breast exams and related services. The grants totaled $680,000 last year.

Planned Parenthood has been heartened by an outpouring of support in response to the cutoff. Besides $400,000 in smaller donations from 6,000 people, it is receiving $250,000 from a family foundation in Dallas and a $250,000 pledge announced Thursday by New York Mayor Michael Bloomberg to match future donations.

In Washington, 26 U.S. senators ? all Democrats except for independent Bernie Sanders, of Vermont ? signed a letter calling on Komen to reconsider its decision.

"It would be tragic if any woman ? let alone thousands of women ? lost access to these potentially lifesaving screenings because of a politically motivated attack," the senators wrote.

Komen's top leaders, in their first news conference since the controversy erupted, denied Planned Parenthood's assertion that the decision was driven by pressure from anti-abortion groups.

"We don't base our funding decisions ... on whether one side or the other will be pleased," said Komen's founder and CEO, Nancy Brinker, depicting the criticism as a mischaracterization of the charity's goals and mission.

Komen has said the decision stemmed from newly adopted criteria barring grants to organizations under investigation ? affecting Planned Parenthood because of an inquiry by a Republican congressman acting with encouragement from anti-abortion activists.

Brinker said Thursday that there were additional factors, notably changes in the types of breast-health service providers it wanted to support. However, she said grants would continue this year to three of the 19 Planned Parenthood affiliates ? in Denver, California's Orange County, and Waco, Texas ? because they served clientele with few other breast-screening options.

A source with direct knowledge of decision-making at Komen's headquarters in Dallas gave a different account, saying the grant-making criteria were adopted with the deliberate intention of targeting Planned Parenthood. The criteria's impact on Planned Parenthood and its status as the focus of government investigations were highlighted in a memo distributed to Komen affiliates in December.

According to the source, who spoke on condition of anonymity for fear of repercussions, a driving force behind the move was Karen Handel, who was hired by Komen last year as vice president for public policy after losing a campaign for governor in Georgia in which she stressed her anti-abortion views and frequently denounced Planned Parenthood.

Brinker, in an interview with MSNBC, said Handel didn't have a significant role in the policy change.

The source also said that Mollie Williams, who had been Komen's director of community health programs, had resigned in protest over the grant cutoff.

Williams, in an email, said she could not comment on her departure for reasons of professional confidentiality, but she was clear about her views.

"I have dedicated my career to fighting for the rights of the marginalized and underserved," she wrote. "And I believe it would be a mistake for any organization to bow to political pressure and compromise its mission."

Williams said she was saddened by the rift because she admired both Komen and Planned Parenthood.

"I am hopeful their passionate and courageous leaders, Nancy Brinker and Cecile Richards, can swiftly resolve this conflict in a manner that benefits the women they both serve."

Among Komen's affiliates, there were clear signs of discomfort with the decision. The Connecticut branch received scores of supportive emails after expressing frustration about the cutoffs and good will toward Planned Parenthood.

All seven Komen affiliates in California, in a joint letter to their congressional delegation, said they were "strongly opposed" to the policy change and were working to overturn it.

"Our commitment to our mission is unwavering," the letter said. "This is a misstep in that journey and ... we will do whatever it takes to do what is right for the health of women and men in California."

In New York City, a member of the Komen affiliate's medical advisory board said she would resign if the decision wasn't changed soon.

"Komen is a wonderful organization and does tremendous things for women, but this is straying from their mission," said Dr. Kathy Plesser, a radiologist. "It's sad."

The board of the Arkansas affiliate issued a statement noting that the decision was made at Komen headquarters "without input from affiliates," and called for the new policy to be changed.

"We hope Komen national will reverse its position on granting to organizations under investigation because we feel decisions of this nature should be made only after the investigation is complete," the statement said.

At the Orange County affiliate in Costa Mesa, Calif., executive director Lisa Wolter said there have been lots of exchanges with headquarters.

"We're very troubled by the reaction, and we want to make sure there are clarifications," she said.

The American Association of University Women, in protest over Komen's decision, said it was scrapping plans to offer a Komen Race for the Cure as one of the activities at its upcoming National Conference for College Women Student Leaders.

"AAUW is disappointed that some are playing politics with women's health and jeopardizing care for the most vulnerable among us," said Lisa Maatz, the association's director of public policy.

According to Planned Parenthood, its health centers performed more than 4 million breast exams over the past five years, including nearly 170,000 as a result of Komen grants.

Though comments posted on Komen's Facebook page seemed to be mostly critical of the grant decision, Brinker said at her news conference that donations to the charity had increased since Tuesday.

She also said there were other organizations receiving Komen grants, in addition to Planned Parenthood, that might be adversely affected by the new criteria about investigations, but she did not identify them.

___

Online:

Susan G. Komen for the Cure: http://ww5.komen.org/

Planned Parenthood: http://www.plannedparenthood.org/

___

David Crary can be followed on Twitter at http://twitter.com/CraryAP

Source: http://us.rd.yahoo.com/dailynews/rss/topstories/*http%3A//news.yahoo.com/s/ap/20120203/ap_on_he_me/us_planned_parenthood_komen

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