I Am A Customer Service Angel

Magic Becky and Mooie Infinity, Second Life identities,
joined forces again to commemorate Becky Rhone-Nowlan’s new
Electronic book entitled: Secrets Of The Second Fortune.

http://www.fortuneinthefollowup.com/MainSitePages/secrets_of_the_second_fortune.htm

This book is about Customer Service in the Internet business world
and explains that when we nurture our customers, we are perhaps doing the
greatest service of all.

MInfinity: You said recently that you were interested in the spiritual
aspects of Customer Service and that would be your next project.

MBecky: Not sure where I was going with that but am still up for going forward!!

MInfinity: So for the sake of the interview we can say that you are planning to
go in that direction.

MBecky: It may even shake a cobweb or two loose!!

MInfinity: We are all customer SERVANTS. What are your thoughts about that?
Have you ever heard of A Course In Miracle Prayer?

MBecky: I have heard of A Course in Miracles, yes.

MInfinity: This prayer–if used with reverence in the workplace
would cause all disharmony in our relationships with people to disappear.

Here’s the Prayer:

I am here only to be truly helpful
I am here to represent Him Who sent me–
I do not have to worry about what to say or what to do
Because He who sent me will direct me–
I will go wherever He sends me knowing He goes there with me–
I will be healed as He teaches me how to heal.

MBecky: Very nice!

MInfinity: Service to others is the highest form of service!!
And if we serve with a humble spirit, our motives will be pure.

MBecky: In that way anytime we have a customer, it is important to
remember that they are the reason we are in business.

MInfinity: All people will appear precious in our vision of them.
They are the most important people-how may we serve them?

MBecky: Yes, I think when dealing with people and customers  we look
at them through our own filters.
I think to rise above that we need to remove the filters.
That is how we get to the ideal that you are talking about.

MInfinity: This takes a tremendous dedication to self growth and self-discovery.

MBecky: Yes it does

MInfinity: As a nurse, my patients are my customers.

MBecky: It is all about the journey and we are the ones who create that.

MInfinity: But then again, I am the customer of the hospital, as an employee.

MBecky: Yes, that makes sense

MInfinity: In other words, the Customer Service Model must be upheld all the way across the board.

MBecky: And the patient is also a customer of the hospital.

MInfinity: The CS model being that we are all someone’s customer!!!

MBecky: Customer Service and dedication to service begins at the top and trickles down.
What the top thinks of customers is what you will find most of the others
who work there think.

MInfinity: Ideally, yes.

MBecky: That goes for lack of service too. And that isn’t ideal.

MInfinity: We have one of the best CS ratings in the country where I work, at my hospital.

MBecky: If there is an issue in how patients or customers are being treated,
I submit that if you go to the top, that’s where you will find your problem and solution.
How do the people at the top feel about their customers?

MInfinity: I believe the people at the top are so totally removed from the patient
that in reality, this CS excellence has started from the dedicated
nurses who work at the patient’s bedside.

MBecky: That is unusual in my experience. Let me ask you this:
Who hires the nurses that are providing the excellent care?

MInfinity: Nurse managers who are still somewhat remotely involved with the patients.

MBecky: The reason I ask is that usually when people are hired in a company or
corporation, there are certain similarities that are looked for.
Those who are in service to their customers or patients even at the top
levels will be looking for others who display the same skills.

MInfinity: I believe they are looking for that kind of excellence, yes.

MBecky: Which is how the trickle down effect usually works.

So it must be important to them on some level, other wise they
wouldn’t recognize it when they see it.

You see what is reflected from the inner.

MInfinity: And that is how it becomes a spiritual issue.

MBecky: Yes.

MInfinity: However, I can’t say that the hospital is conscious of this. But
on some level, higher forces are at play to make this a reality.

MBecky: That’s like if we are having a particularly challenging morning, rushing around,
you get stuck behind the slowest cars, you spill your coffee or worse forget
the coffee entirely.
Then you get to work and the first customer or patient is a challenge,
and you wonder why this is happening to you.

It all comes from the thoughts you think and the feelings you feel.
As to the higher forces, it’s all from within. So it’s the higher selves
involved with the upper echelon’s of the hospital.

MInfinity: Since I have started working at the hospital, I am now a strong
believer in the angels. I remember to pray for their assistance, and
the flavor of all interactions are deeper and kinder and have a flow to them
than if I forget to do this.
The higher echelons also respond to the angelic intervention.

MBecky: Of course, it is your higher self that is connecting to the forces
and power of the angels.

MInfinity: Angelic forces are especially strong in places like a hospital or
ANY place where we remember to call them in.

MBecky: That is very true.
Customer Service Angels
I like that.
I am a Customer Service Angel.
Are you?

MInfinity: We become the angels whom we call upon. I believe that.

MBecky: Of course, there is a part of us that feels pulled to be
in service to people- you in your way as a healer,
and me in my way as a teacher, in showing people ways that they can make
their own customers feel important.

And that is in any walk of life.

MInfinity: Burn out occurs when we think we have to do it all by ourselves.

MBecky: Think about the other everyday heroes: police, fireman, doctors, mothers!
Many allow ego to convince them that it is all about them.

MInfinity: Which is the cause of all human suffering.

MBecky: They become attached to what they do and get lost to the illusion.

My friend/teacher/mentor said something very powerful.
I keep it on my profile so I can remember it.

“All definitions of self are poor attempts of the ego to justify
our existence in the world. These poor definitions are ultimately
responsible for forming our attachments in the world.

“These attachments are then empowered within the illusion of having power
over us. They are the source of all human suffering. Thus attachments
serve to validate our egos position as victims of our experiences
of reality.”

-Virginia Levy

There is more but that is the part that means the most to me.

MInfinity: We become attached through prejudice and filters.

MBecky: I believe we create the prejudice and filters
as proof to convince ourselves of the truth of the illusion.

We set up the illusion and then go about finding proof that we are correct.

And the illusion is that we are all separate from The Source, from God/ess.
and that what and who we are aside from source is what is important.

MInfinity: When we think we are alone and separate, all hell breaks out.

MBecky: God/ess source (whatever one wants to call it) is always there.
When we feel separate, who moved?
There are many theories and systems and ideas out there- but they all come down
to:
1.We are responsible for everything we create in our lives (including the
customer experiences that show up)
2. we are all spiritual beings creating a human experience
3. the experience we create is meant for each of us to further us along on our own journey.
We tend to forget those things and I think that’s when we begin to get lost on our journey.

MInfinity: I think that as we carry on to developing out Portable Empires, we must
keep these thoughts in mind.

MBecky: Yes, because that will determine the sort of empire we create.

MInfinity: That we are One With Spirit, and that we are never alone–and that we are
Servants to Our Customers!!!

And to everyone else,
And to ourselves,
A balance to be sure.

Kate Loving Shenk

Nursing Career Transformation

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Published in: on February 29, 2008 at 10:23 pm  Comments (2)  

Beckey Rhone-Nowlan’s E-book Launched This Week!!!

Hello friends!!

Here is Becky Rhone Nowlan’s new e-book I thought everyone here should know about!!

Here is the letter I received in the email about it!!

PS Yours truly has a bonus included in it just for you!!!

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Hello kate,

This is so exciting! I have finally finished my book. I know I have been talking about it for a long time finally everything is in place! When buying online, I have found service to be marginal at best. There have been a few standouts but for the most part there hasn’t been many business owners who have done anything to differentiate themselves from the rest of the noise.

If you have been with me for any length of time, you know that my purpose is to help you show your customers how much you care about their success. In doing this, you will keep more customers long term and get them to buy from you again and again.

I have found this to be true in the over 20 years I have spent loving and learning from customers of all types. 🙂 I have learned a few things: Your customer wants to feel important. What systems do you have in place to communicate this to your customers?

That is one thing I show you in my new book :”Secrets of the Second Fortune: Discover how to tap into your customer’s heart” http://www.fortuneinthefollowup.com/MainSitePages/secrets_of_the_second_fortune.htm

A few other things I cover…

How to:

* Make your online business radiate a trusting, friendly and helpful vibe that customers will pick up on and be drawn to.

* Strengthen and straighten the true backbone of your internet business by using secrets that very few Internet marketers know (AND SOME DON’T CARE ABOUT) about saving time and maximizing profits!

* How to not only survive, but thrive online!

* The tips, tricks and methods to make your service, product, website and sales pages personalized, friendly, easy, and trust-building!

* The keys to unlock the treasure chest that is buried in every business- the one your customers are secretly hoping you will open!

If this resonates with what you are trying to accomplish with your business, go check it out *now* while you are thinking about it:

http://www.fortuneinthefollowup.com/MainSitePages/secrets_of_the_second_fortune.htm

If you have any questions, email me at our special email address: specialservice@msn.com and I will be happy to answer them. If there is anything else I can help with, let me know. After all that’s what I do.

Prosperity and Abundance,

Becky

http://www.fortuneinthefollowup.com

http://www.fortuneinthefollowup.com/CustomerCare

Published in: on February 15, 2008 at 10:27 pm  Comments (1)  

Hidden Jewels Of Customer Service, Part 2

I interviewed Becky Rhone-Nowlan about Customer Service dynamics.

The following is Part 2 of the interview:

MagicBecky Messmer:  May I take it from an on-line
perspective?

Mooie Infinity: Yes indeed.

MagicBecky Messmer:  I talk about this in my book,
“Secrets of the Second
Fortune.” When you begin the process of creating your
on-line business you
look for a problem to solve right?

Mooie Infinity: Right.

MagicBecky Messmer:  So you start researching and getting
into your
prospects head, thinking how they think, figuring out how
they feel.
Your next step is to create your product and start
communicating with them.

So you expend all this energy and time making a connection
with them.
Are you not at this point working on *serving* your
customers needs?

Mooie Infinity: Yes.

MagicBecky Messmer:  At this point you are doing customer
service.
That’s the very interesting distinction that people don’t
seem to get.

Mooie Infinity: Customer Service is a genuine attention to
the needs of the customer.

Mooie Infinity: Customer Service is a genuine attention to
the needs of the customer.

MagicBecky Messmer:  Problem resolution on the other hand-
is solving
(or resolving) a very specific problem they are having.

MagicBecky Messmer:  Yes, Mooie! I love that statement,
Genuine attention to the needs of your customer.

Mooie Infinity: Yes you can use that somehow–it has a
certain ring to it.

MagicBecky Messmer:  Sounds like the title to an article.

Mooie Infinity: I want to address the lack of
communication skills.

MagicBecky Messmer:  So, back to what I was saying.

Mooie Infinity: People need to altruistically learn how to
communicate.

MagicBecky Messmer:  After someone plunks down there
money, most people on-line
want to automate the rest of it.
So they are basically automating their customers right out
of their
business which does one thing. It alienates the customer
which ruins
all the time and energy the business owner has spent in
connecting
with them in the first place.

Mooie Infinity: Yes.

MagicBecky Messmer:  I agree about the communication.

Mooie Infinity: Communication is key, and largely
overlooked.

MagicBecky Messmer:  Yes it is but then that goes back to
the whole
taking responsibility issue.

Have you listened to how we as adults communicate with
each other
and our children?

Mooie Infinity: Yes, we all can fall prey to negative
communication.

Also–people tend to allow their emotional hot buttons to
be pushed
as opposed to learning the art of detachment in talking to
others.

MagicBecky Messmer: Glad you brought that up Mooie.
This is one of my favorite parts of service.

Mooie Infinity: As I said in Ho’oponopono and Stellar CS
(a bonus to your
forthcoming electronic book). Love is all you need.

MagicBecky Messmer:  We are emotional creatures.  We have
2 sides of our brain,
the emotional side and the thinking side.

Mooie Infinity: Yes–creative and rational, spiritual and
practical.

MagicBecky Messmer:  When you are upset, the emotional
side takes over.
That is why its so important for someone doing problem
resolution (or CS)
to learn how to let a customer rant while supporting them
in their right to be upset.

Once they get done ranting their brain equalizes itself
out and they
can then *hear* what I or any CS person has to say.

When a customer is really angry, you could say, I am going
to give you a million
dollars and they wouldn’t hear you.

Mooie Infinity: Are CS people trained in communication?

MagicBecky Messmer:  Whether they are trained in
communication, depends on the company.

Where I worked we took CS classes all the time- including
one called Communication 101.

Mooie Infinity: You could write an ebook about that very
problem: Lack of
communication skills and the solution for CS workers.

MagicBecky Messmer:  I did want to speak on one more issue
if that’s ok.

Mooie Infinity: oh please, do.

MagicBecky Messmer:  The idea that customer service is not
a revenue producing activity.

Mooie Infinity: Ah, yes.

MagicBecky Messmer:  Many believe that because it doesn’t
immediately put
a check in your bank account that it doesn’t make you
money and therefore
not such an important part of business.

Mooie Infinity: How wrong “they” are.

Everyone in an organization needs to be CS minded

MagicBecky Messmer:  My thoughts on the matter are if you
don’t take care
of your customer they won’t stick around.

Mooie Infinity: Every one must be a CS person in any
organization.

MagicBecky Messmer:   Everyone in an organization should
be treated like a customer,
whether they are internal customer or an external customer.

Mooie Infinity: Now there’s a good point! As an employee,
I recently wrote
to the Vice President of my hospital about a very serious
problem–and got absolutely no response.

A few weeks later I sent the letter back, saying I
expected the nursing staff
to be empowered and not blown off.

MagicBecky Messmer:  Are you not HIS customer?

Mooie Infinity: I am. And that’s why I sent it back, and
got an answer then.

MagicBecky Messmer:  But see that’s another reason why CS
is not done
correctly in many cases. Everything trickles down from the
top.
If the people at the top don’t value service, then who is
teaching the employees?

Mooie Infinity: Good point.

MagicBecky Messmer:  It all works together. If a marketer
on-line doesn’t
think customer service is important, how well do you think
his or her staff
is going to take care of the customer?

Mooie Infinity: I believe whole organizations could learn
from this, from several
hundred or more to the lone marketer, like us.

MagicBecky Messmer:  I agree, because it is such an
integral part of business.

Mooie Infinity: Respect, cooperation, compassion,
kindness, humanity.

MagicBecky Messmer:  Whether it be a huge corporation or a
small online business,
the one thing everyone seems to forget is the reason we
are *in* business is
for the customer. Is that not who we create products and
services for?

Mooie Infinity: Yes.

MagicBecky Messmer:  So let’s not forget them in the
equation.

Mooie Infinity: Building relationships and trust, loyalty–
Fans!!!

MagicBecky Messmer:  Trust me they will remember it and
thank you for it
by spending with you again and again. As I like to say,
A customer will never remember what you do for them but
They will ALWAYS
remember how you made them feel.

Mooie Infinity: True. That’s what I always remember, as a
customer.

MagicBecky Messmer:  Me too!

Mooie Infinity: Thank you Becky! This has been enlightening.

MagicBecky Messmer:  And of course that goes right back to
your idea about love your customers.

Mooie Infinity: Love is all you need.
MagicBecky Messmer:  My pleasure Mooie. You got me to talk
a lot.

Shhh– It’s a secret.

It’s the Secret of the Second Fortune!

Mooie Infinity: Yes it is.

MagicBecky Messmer:  Definitely. How to tap into your customer’s heart.

Mooie Infinity: Our conversation today will help people
see the mportance of nurturing Customer Service in their
businesses.

Thank you for coming!!

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Kate Loving Shenk is a writer, healer, musician and the creator
of the e-book called “Transform Your Nursing Career and Discover
Your Calling and Destiny.” The book is designed to stimulate
nurses to love their work and to prevent on-the-job-burnout.
Click here to find out how to order the e-book:
http://www.nursingcareertransformation.com
Check out Kate’s Blog: http://nursehealers.typepad.com
http://mukunda22.powerfulintentions.com
https://secretsofthenursehealers.wordpress.com
And the Lenses: http://www.squidoo.com/katelovingshenk
http://www.squidoo.com/thinkriches
http://www.mukunda22.powerfulintentions.com/forum/thinkandgrowrich
http://progressives4pennsylvania.blogspot.com
http://doganddolphin.ning.com
http://nursehealers.typepad.com/dog_lovers_unite
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Published in: on February 14, 2008 at 5:37 pm  Leave a Comment