Blogs

Apr
29
By admin|April 29, 2015|Category: Operations

When a customer expresses upset or discontent, the way they express themselves maybe alarming on receiving end. As a result what they are saying could be difficult to process.

If you are on the receiving end of an upset customer, the first thing to do is actively listen to the customer’s concerns without interrupting. They need to express themselves fully to feel heard. The listening is a powerful tool for both the customer and the person who is hearing about the issue.

Active listening involves sharing what you’ve heard without adding your own story or becoming defensive. What is important is that when you repeat it back to the customer and include a feeling guess.

Apr
23
By admin|April 23, 2015|Category: Operations

Since we are perfectly imperfect as human beings, even if you are a rock star in the area of customer service, you will make mistakes. You will have upset customers from time to time. Sometimes it won’t be because of an error you made. It will be because your customer’s expectations are different than yours.

One of the biggest mistakes business owners and their employees make is not setting up strategies to communicate and manage your customer’s expectation before, during and after a purchase is made.

Apr
14
By admin|April 14, 2015|Category: International Trade

This spring, Women's Enterprise Centre will be supporting women entrepreneurs at learning and networking events at home and abroad. There are opportunities to learn more about Supplier Diversity and how to leverage your certification and we'd like to help you make valuable connections.

Breakfast with Brands, May 14th, Vancouver

Apr
8
By admin|April 8, 2015|Category: International Trade

Part one of my blog explained some international trade terms. This blog explains a few more terms used in export and import.

HS code: It stands for Harmonized System code. HS code is maintained by the World Customs Organization (WCO), an independent intergovernmental organization with over 160 member countries, based in Brussels, Belgium.

Apr
1
By admin|April 1, 2015|Category: International Trade

Do you feel confused by the commonly used terms of international Trade? Below are simple explanations to some of the frequently used trade terms.

Incoterms®: Incoterms® or International Commercial Terms are a set of rules which define the responsibilities of sellers and buyers for the delivery of goods under sales contracts for domestic and international trade. These rules are published by the International Chamber of Commerce (ICC).

The two main categories of Incoterms® 2010 are based on modes of transport. These are used in contracts and help in defining clearly the responsibilities of sellers and buyers.

Mar
25
By admin|March 25, 2015|Category: Marketing

Whether you're pitching to a small group or delivering a presentation to a large audience, public speaking is an important business skill. While there are many steps to delivering an effective presentation, always begin with the fundamentals: Public Speaking A-B-Cs

A. AUDIENCE - Who are you speaking to?

When preparing a presentation, don't concern yourself more with the content than the audience, otherwise you'll end up delivering a one-size-fits-all lecture: better known as a 'data-dump'. The best way to avoid this is to recognize that a presentation is never about the speaker. It's always about the audience and the benefit your message has to them.