Service Untitled

AUGUST 26, 2010

This was an interview I was excited a lot about because I’ve written about American Express a number of times and in pretty much any customer satisfaction or customer service ranking, American Express makes the list. This is a pretty lengthy interview, so I’ve divided it into four parts. Divided up by divisions?

Interviewing 40

Interviewing Customer Service Credit Card Networking 40

Service Untitled

FEBRUARY 29, 2012

This is the fourth and final part of my interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. You can read part one of the interview here , part two here , and part three here. And it ebbs and flows in the call centers so it’s up and down a little bit from that but that’s our goal. We used to do that.

Interviewing 40

Interviewing Customer Service Skills Goals 40

Laughing all the Way to Work

AUGUST 15, 2009

Sometimes I wish I had something to warn me when I am with someone with a cell phone so I can know that we are going to be interrupted. I find it frustrating when people either text while in a conversation or are constantly taking phone calls. Apparently not, when its by phone. In an emergency, the cell phone is a useful tool.

Time Zones 100

Time Zones IAAP Etiquette Phones 100

Laughing all the Way to Work

MAY 5, 2008

In one interview I went on it was stressed that they were looking for someone who had excellent communication skills, a great telephone manner and someone who was easy to get along with. I take the time to get to know them as we communicate back and forth either by phone, e-mail or in person. Of course confidentiality is a must.

Etiquette 100

Etiquette Stress Confidence Interviewing 100

Service Untitled

JUNE 24, 2010

and after a quick email exchange, John was nice enough to agree to an interview. Here’s the interview with John. Additionally, we have a knowledgeable crew of product specialists that answer end user’s questions via phone or e-mail, and advise our customers on the best product to use or how to set up their products.

Interviewing 40

Interviewing Customer Service 2010 Etiquette 40

Make or Break Moments

FEBRUARY 1, 2010

If we are conversing online or over the phone – the desire to multi-task while we talk can be overwhelming, but if you read Larry’s article you can hear just how wrong that decision was. If you are conversing on line or over the phone – put aside distractions. Introduce yourself. Avoid jargon.

Customer Service 100

Customer Service 2010 2009 2008 100

Laughing all the Way to Work

DECEMBER 5, 2009

INTERVIEW WELL Make it a conversation. You are interviewing them too so ask questions. Take notes during the interview so you don’t forget what you wanted to ask. I have a network of assistants that I call friends, although some are just phone colleagues, but we help each other. 411 Look Up 411.ca

Time Zones 100

Time Zones IAAP Interviewing Holidays 100

Laughing all the Way to Work

FEBRUARY 19, 2009

Everyone up here calls him Obama and our Prime Minister is called Harper. What is the proper etiquette when addressing or writing to a President? Here is a video link on the proper etiquette to address a President. Admin in the Spotlight: Interview with Lynn Holgat. 411 Look Up 411.ca 411 Look Up 411.ca

Time Zones 100

Time Zones IAAP Etiquette 2009 100

Laughing all the Way to Work

APRIL 17, 2010

To finish up and make it shine, I used a glass cleaner. If you have to answer the phone, deal with an email or attend to something for your boss, do so, as that is the nature of the admin job -- multi-tasking, but once you have done it, go right back to your to-do list, re-focus and continue what you were doing.

Environment 100

Environment Time Zones IAAP International 100

Laughing all the Way to Work

MARCH 20, 2010

It works well when it is a co-worker who sits closest to you, but depending on how your office is set up that might not be possible. She had to set up an away voicemail message and fortunately had kept a script of what her away message usually said, She worked for a doctor so it was important that the proper referral numbers were given.

Time Zones 100

Time Zones IAAP Meeting Minutes International 100

Laughing all the Way to Work

MARCH 29, 2009

When an opportunity came up, I went for it. Working is something we all have to do, but when it loses our interest, it makes it pretty hard to get up in the morning and make the commute in. Polish up the ol resume It is all right to send your resume out and see what kind of response you get. Job satisfaction is important.

Time Zones 100

Time Zones Resume IAAP Interviewing 100

Laughing all the Way to Work

APRIL 5, 2010

He will have a quick conversation with a staff member and set up a meeting, but not tell me anything about it. laughs* I had one boss who was absolutely forbidden to schedule his own appointments because he would foul up his calendar so badly. Admin in the Spotlight: Interview with Lynn Holgat. 411 Look Up 411.ca

Time Zones 100

Time Zones IAAP 2010 International 100

Laughing all the Way to Work

SEPTEMBER 13, 2008

When I interview for a job I interview the person interviewing me and try to get a feel for whether we will work well together. Good boss, bad boss On one interview I went on, when I met the two men who would be interviewing me, I met the first one and thought, "OK, so he seems like a nice man and I could work with him."

Time Zones 100

Time Zones Interviewing IAAP International 100

Laughing all the Way to Work

FEBRUARY 27, 2010

Some people in the office were trying to get the remote working as we had a PowerPoint presentation coming up and were calling it things like remote thingy , remote slide clicker, wireless mouse so I finally asked, "Does anyone know what the official name for that thing is?" Admin in the Spotlight: Interview with Lynn Holgat.

PowerPoint 100

PowerPoint Time Zones IAAP 2010 100

Laughing all the Way to Work

MAY 9, 2010

I breathe a sigh of relief when I get someones assistant on the phone or receive an email from them. If I hear from the assistant I know I am going to get answers and the process of setting up a meeting will go smoothly, but should I try to develop a working relationship with them? Admin in the Spotlight: Interview with Lynn Holgat.

Time Zones 100

Time Zones IAAP 2010 International 100

Laughing all the Way to Work

OCTOBER 31, 2009

He takes about 12 steps, squats and rejoices in his accomplishment, then he gets up and walks another 12 steps and squats again to repeat the process. Come up with a plan on how you are going to improve in the areas you identified as needing improvement. Admin in the Spotlight: Interview with Lynn Holgat. 411 Look Up 411.ca

Time Zones 100

Time Zones IAAP Meeting Minutes International 100

Laughing all the Way to Work

JULY 5, 2009

I was at the cottage with a friend and she was cranky and started to get wound up about something to do with her husband. By the end of the call her husband had caught her crankiness and it ended up with them both being angry. She ended up calling her husband back and apologizing for her bad mood. Lets enjoy our day together.©

Time Zones 100

Time Zones IAAP International Meeting Minutes 100

Laughing all the Way to Work

JULY 16, 2010

Check: Are phone calls planned? For each one, write down what you hope to accomplish with the phone call to help you stay focused. Check: Is your software high-functioning and up-to-date? Admin in the Spotlight: Interview with Lynn Holgat. ► August (4) Managing your Boss's Inbox Nice ways to say, "Hurry up!"

Time Zones 100

Time Zones IAAP 2010 International 100

Laughing all the Way to Work

DECEMBER 19, 2009

When I receive an initial request for a meeting, I use a meeting form and write down the information I need: who is requesting the meeting, what is the purpose of the meeting, where it will be held and a phone number or an e-mail address and dates that are available. Admin in the Spotlight: Interview with Lynn Holgat. " Warning!

Time Zones 100

Time Zones IAAP International Meeting Minutes 100

Laughing all the Way to Work

FEBRUARY 28, 2010

What a blast the last two weeks have been, but I dont think I could have taken any more late nights staying up to watch the Olympics in Eastern Standard Time. CountryCode.org is a comprehensive guide to make phone calls from anywhere to any country in the world. Admin in the Spotlight: Interview with Lynn Holgat. " Warning!

Time Zones 100

Time Zones IAAP 2010 International 100

Laughing all the Way to Work

FEBRUARY 22, 2009

Posted by Patricia Robb at 6:13 PM Labels: Administrative Assistant , etiquette for addressing officials , professional assistant Reactions: 2comments: Carol Bory said. Admin in the Spotlight: Interview with Lynn Holgat. ► August (4) Managing your Boss's Inbox Nice ways to say, "Hurry up!" 411 Look Up 411.ca

Time Zones 100

Time Zones IAAP Meeting Minutes International 100

Laughing all the Way to Work

MAY 10, 2009

Of course before I recommend anything I try it out so I picked up the phone and it asked me what I was looking for and what city and province. I chose details and was given the street address and phone number and I still had the option of having my call put through to the store number. 411 Look Up 411.ca " Warning!

Google 100

Google Time Zones IAAP International 100

Laughing all the Way to Work

FEBRUARY 7, 2010

A good tip if you flub up your voicemail is to press # and it should give you prompts to get out of it. They said it works with most phone services. Admin in the Spotlight: Interview with Lynn Holgat. ► August (4) Managing your Boss's Inbox Nice ways to say, "Hurry up!" 411 Look Up 411.ca

Time Zones 100

Time Zones IAAP 2010 Meeting Minutes 100

Laughing all the Way to Work

JANUARY 15, 2010

The topic was on personal branding and they were making recommendations to executives on how to polish up their image. I use this all the time on my calendar and my boss's calendar, and it helps us both to know which events are phone calls which he can take in the office or on the road (yellow) or which events will require travel (blue).

Calendars 100

Calendars IAAP Time Zones 2010 100

Laughing all the Way to Work

MARCH 13, 2010

I take the bus to work and I often see people getting on a busy bus and then going through their backpack or purse looking for their bus tickets and holding up the line. I like to be prepared and I find life just works better for me at home, work and even on the bus, when I am organized and ready for whatever is coming up. no tickets.

Time Zones 100

Time Zones IAAP 2010 International 100

Laughing all the Way to Work

JANUARY 10, 2010

Another time I was trying to find a full-serve gas station to fill up, but there was nothing to be found. It was expensive,but when I brought it home I had to do all the work to get it up and running. He loved it and I believe ended up doing his job better because of it. Admin in the Spotlight: Interview with Lynn Holgat.

Time Zones 100

Time Zones IAAP 2010 International 100

Laughing all the Way to Work

JANUARY 10, 2010

Admin in the Spotlight: Interview with Lynn Holgat. ► August (4) Managing your Boss's Inbox Nice ways to say, "Hurry up!" 411 Look Up 411.ca 411 Look Up 411.ca Let your fingers do the walking: Quick keyboard sh. Oh where or where is my password? ► March (2) Admin Buddies Are you prepared?

Time Zones 100

Time Zones IAAP Meeting Minutes International 100

Laughing all the Way to Work

OCTOBER 4, 2009

And always checking up on you. Make the interview count and ask the right questions. Ask yourself what things really matter to you and ask questions to bring those things up in the interview. Admin in the Spotlight: Interview with Lynn Holgat. 411 Look Up 411.ca 411 Look Up 411.ca Did you do this?

Management 100

Management Time Zones IAAP International 100

Laughing all the Way to Work

DECEMBER 28, 2009

Admin in the Spotlight: Interview with Lynn Holgat. ► August (4) Managing your Boss's Inbox Nice ways to say, "Hurry up!" 411 Look Up 411.ca 411 Look Up 411.ca Let your fingers do the walking: Quick keyboard sh. Oh where or where is my password? ► March (2) Admin Buddies Are you prepared?

Time Zones 100

Time Zones IAAP Gifts Meeting Minutes 100

Laughing all the Way to Work

JULY 9, 2010

By using the template I was able to accomplish everything with enough time to change, touch up my make up and hair and then off to the next event. Did I phone to get my electricity turned on? Admin in the Spotlight: Interview with Lynn Holgat. 411 Look Up 411.ca 411 Look Up 411.ca " Warning!

Time Zones 100

Time Zones IAAP Holidays International 100

Laughing all the Way to Work

NOVEMBER 27, 2008

I am busy, busy this week preparing to leave because I dont want to leave any loose ends and I want to cover off on anything that might come up in my absence. I also know that when I come back I will have to work twice as hard to make up for the time that I am away. Admin in the Spotlight: Interview with Lynn Holgat.

Time Zones 100

Time Zones IAAP Holidays International 100

Laughing all the Way to Work

JANUARY 31, 2009

© Copyright Patricia Robb 2010 31 January, 2009 Housecleaning in Word 2007: Customizing your Dictionary Something you should do every once in awhile is to clean up your dictionary in Word. I have the software at home, but havent gotten the gumption up to load it yet. Admin in the Spotlight: Interview with Lynn Holgat.

2007 100

2007 Time Zones IAAP Meeting Minutes 100

Musings of a High-Level Executive Assistant

NOVEMBER 27, 2011

I wanted to dedicate a post on proper rejection etiquette when you are the one having to tell bad news to someone. Do not ignore their emails or calls when they follow up asking about status or the final outcome. Even if you don’t have an answer yet, tell them that. When you do know, tell them instead of leaving them in the dark.

Gifts 40

Gifts Etiquette Email Collaborate 40

Laughing all the Way to Work

JANUARY 19, 2009

You usually answer according to what you see on the display and say “Hi&# , thinking it is an internal call, but they are transferring an outside call so you end up sounding unprofessional. The cure: always answer the phone professionally - this way youre never caught off-guard. Admin in the Spotlight: Interview with Lynn Holgat.

Time Zones 100

Time Zones IAAP 2009 International 100

Laughing all the Way to Work

FEBRUARY 13, 2010

If I am told that I should have it in the next few weeks, or can expect to receive it in a couple of months, that doesn’t really help me with my follow up as it is not a definite date. Admin in the Spotlight: Interview with Lynn Holgat. ► August (4) Managing your Boss's Inbox Nice ways to say, "Hurry up!"

Time Zones 100

Time Zones IAAP Meeting Minutes International 100

Laughing all the Way to Work

MAY 31, 2009

Admin in the Spotlight: Interview with Lynn Holgat. ► August (4) Managing your Boss's Inbox Nice ways to say, "Hurry up!" 411 Look Up 411.ca 411 Look Up 411.ca Let your fingers do the walking: Quick keyboard sh. Oh where or where is my password? ► March (2) Admin Buddies Are you prepared?

Time Zones 100

Time Zones IAAP Meeting Minutes Administrative Professionals 100

Laughing all the Way to Work

NOVEMBER 8, 2009

Follow up with the meeting organizer to request agenda and/or meeting materials, pre-reading, etc. If it is an external meeting, but local, enter location of meeting in calendar, provide your boss with address and directions, contact phone number, taxi chit. Admin in the Spotlight: Interview with Lynn Holgat. 411 Look Up 411.ca

Time Zones 100

Time Zones IAAP International Calendars 100