Bath v Biarritz Heineken Cup preview

first_imgTAGS: Bath Rugby In addition to 2010 Heineken Cup finalists Biarritz Olympique, Bath will be up against 1999 champions Ulster Rugby and Italian newcomers Aironi Rugby as they bid to put a forgettable campaign last time, when they lost five of their Pool matches, firmly behind them.“I love the Heineken Cup and I am excited as an outsider coming into the competition,” said Watson. “I really enjoy the hype, the vibe and excitement created around it. It’s awesome to have a tournament where there are different styles, teams and patterns of play.“There are different countries and players from different countries all brought into one. It symbolises global rugby and I like that. It is both a high standard of rugby and also exciting.“As for my own experiences of the Heineken Cup I played in just a few games last season and at the time Bath were battling to find some form.“I had only landed in Bath just a week or two before that and we had one or two key injuries – it was not a happy time for the club. Bath’s Luke WatsonLuke Watson will lead Bath Rugby out to face Biarritz Olympique at The Recreation Ground on Sunday as something of a Heineken Cup novice – but singing the praises of the six-nations club tournament that the West Country giants won back in 1998.The South African international No 8 arrived at Bath during last season, playing in their final four Heineken Cup matches.“The Heineken Cup is the most prestigious club competition in world rugby,” he said. “Of course, the Super 14 is up there too but I would have to reach the final of the Heineken Cup to tell you about the quality although it is probably very close.“I played eight Super 14 seasons and only half of a Heineken Cup season so it’s difficult for me to compare the two but the sheer excitement is probably more international than Super 14.“I never made a Super 14 final. We narrowly missed out on the semi-finals but it’s a highly competitive competition that has been dominated by certain sides – which is pretty similar to the Heineken Cup.“The Heineken Cup is so strong that it does not matter which Pool you are in. They are all tough and for some reasons you will complain and for other reasons you will be glad.“Playing Biarritz Olympique first up will be a tough ask of the lads. But it will be a fair reflection of where we are as a side. If you want to reach the latter stages, you have to beat some good sides and it will be a real indication for us.”Bath Rugby are one of an elite group of just three clubs to have won both the Heineken Cup and Amlin Challenge Cup – in 1998 and 2008 respectively – with London Wasps and Northampton Saints the others to have achieved the Euro double. LATEST RUGBY WORLD MAGAZINE SUBSCRIPTION DEALS “However, we are confident this is a new start. We have improved as a side, we have a talented group of players and depth in certain positions.“We have to translate that onto the field. We have started the Premiership pretty well and if we can carry that form into the Heineken Cup, and also develop and progress, then I am confident we will be competitive.”last_img read more

Tools For Self Reliance chooses Donor Strategy

first_img Howard Lake | 17 September 2008 | News Tools For Self Reliance chooses Donor Strategy  15 total views,  1 views today AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis Tools For Self Reliance has chosen Donor Strategy as their CRM and fundraising database. As well as the base CRM system, they have chosen the Finance, Campaigns and Grants modules.Tools For Self Reliance support rural artisans and craftworkers, in some of the poorest countries in Africa, with tools and training so they can improve their businesses.www.donorstrategy.com Tagged with: Consulting & Agencies Technology About Howard Lake Howard Lake is a digital fundraising entrepreneur. Publisher of UK Fundraising, the world’s first web resource for professional fundraisers, since 1994. Trainer and consultant in digital fundraising. Founder of Fundraising Camp and co-founder of GoodJobs.org.uk. Researching massive growth in giving.last_img read more

Fundraising Camp came to Peterborough

first_img  26 total views,  1 views today AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis [View the story “Fundraising Camp Peterborough” on Storify] AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis UK Fundraising’s sixth Fundraising Camp was held in Peterborough this week at the offices of SHINE. The one-day unstructured conference attracted a range of fundraisers from national to local charities, from health to arts, and some other funding, technology and philanthropy advisers. Fundraising Camp came to Peterborough Howard Lake | 15 May 2014 | News Advertisement Tagged with: East Anglia Training About Howard Lake Howard Lake is a digital fundraising entrepreneur. Publisher of UK Fundraising, the world’s first web resource for professional fundraisers, since 1994. Trainer and consultant in digital fundraising. Founder of Fundraising Camp and co-founder of GoodJobs.org.uk. Researching massive growth in giving.last_img read more

Five songs released to raise funds for charity

first_imgFive songs released to raise funds for charity AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis24 Melanie May | 7 July 2016 | News 1) The Rose by Batley Community ChoirBatley Community Choir has recorded Bette Midler’s The Rose to raise funds for the causes supported by the late MP Jo Cox, who was MP for Batley & Spen. Over 200 locals came together to record the song with the choir. The single’s release date is expected to be announced soon, and the money raised will go to the fund set up in Cox’s name. [youtube height=”450″width=”800″]https://www.youtube.com/watch?v=eJicIBDnkvE[/youtube]4) Bridge over Troubled Water by London’s Gay Men’s ChorusLondon’s Gay Men’s Chorus have released their version of Simon & Garfunkel’s Bridge Over Troubled Water to raise funds in memory of the Orlando shooting victims. The money raised will be split between the Pulse Victims Fund and London LGBT charity Galop. Available on iTunes. Tagged with: Fundraising ideas music  252 total views,  4 views today AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis24center_img 3) Fight Song by Liz KeetingProfessional singer Liz Keeting released this single in May to raise funds for research into MS, epilepsy, dementia, and Parkinsons, with funds going to Yorkshire Brain Research Centre and MS Fundraising. It is available on iTunes and Amazon. About Melanie May Melanie May is a journalist and copywriter specialising in writing both for and about the charity and marketing services sectors since 2001. She can be reached via www.thepurplepim.com. 5) Glastonbury Live AlbumTechnically an album, not a single, Stand as One – Live from Glastonbury 2016 is part of Oxfam’s new campaign Stand as One, which aims to put pressure on world leaders to welcome more refugees, prevent families from being separated and keep people fleeing their homes safe from harm, and is the first live Glastonbury album of its kind. The album is also dedicated to the memory of MP Jo Cox, who a former Oxfam activist. It includes songs from Coldplay, Muse, Foals, Sigur Rós and The Last Shadow Puppets, dedicated from their Glastonbury set. It will be released on 11th July on Parlophone. All of Parlophone’s profits from the album will go to Oxfam’s Refugee Crisis Appeal.  251 total views,  3 views today Charity singles have a long history: who can forget Band Aid’s 1984 Do They Know it’s Christmas? to raise funds for the famine in Ethiopia, or Cliff Richard & The Young Ones’ Living Doll for Comic Relief in 1986?Or for those a little younger, 2010’s Everybody Hurts, featuring singers including Robbie Williams, Rod Stewart and Cheryl for the 2010 Haiti Earthquake Relief, which sold 453,000 copies in its first week of release.Here are five currently raising funds for charity: [youtube height=”450″width=”800″]https://www.youtube.com/watch?time_continue=193&v=2So3d2gm8zU[/youtube]2) This Is My Country by Ashley BruceHaving suffered a brain haemorrhage, Ashley Bruce was imspired to help injured soldiers after watching an interview with a brain-injured soldier on Invictus Games. He wrote This Is My Country to raise funds for Help for Heroes, and released it as a single last month to coincide with Armed Forces Day. The song is available for download on iTunes.last_img read more

French police obstruct reporters during G7, RSF seeks firm measures

first_imgWhen the interior minister received an RSF delegation on 18 June, he asked RSF to take part in this review in order to help ensure that account is taken of the needs of press freedom. RSF remains willing to participate to this review. News News Crédit: RFI RSF_en In its letter, RSF said it was still ready to participate in an ongoing review of police methods for controlling street protests, but only if it was given a clear undertaking that measures would be taken quickly to rein in police violence. Al Jazeera English crews and others had to endure aggressive and unnecessarily long controls and searches. German reporters said that they were addressed inappropriately. Protective equipment was confiscated from several reporters, including freelance photographers working for the Hans Lucas agency – confiscations that were not recorded in any police reports. More than ten French and foreign journalists who went to cover an “alternative summit” in the adjoining town of Bayonne on 24 August were subjected to unwarranted obstruction by the police, who were often very confrontational. Organisation June 2, 2021 Find out more As well as criticizing the behaviour of the police and requesting firm measures, RSF’s letter reminded the interior minister of its ten proposals for ending the kind of police violence against journalists that was seen during France’s “gilets jaunes” (yellow vest) protests – proposals that RSF presented to the interior minister in June. August 30, 2019 French police obstruct reporters during G7, RSF seeks firm measures ​Reporters Without Borders (RSF) wrote today to French interior minister Christophe Castaner to complain about police obstruction of journalists covering the G7 summit in Biarritz from 24 to 26 August and to remind him of President Macron’s promise to ensure that the police respect press freedom. Receive email alerts May 10, 2021 Find out more News June 4, 2021 Find out more “We’ll hold Ilham Aliyev personally responsible if anything happens to this blogger in France” RSF says News Two women reporters – one working for Reporterre and the other for the Vice News website and the Ouest France newspaper – said they were prevented from accessing the site of a demonstration. FranceEurope – Central Asia Condemning abusesProtecting journalists Freedom of expressionPhotoreportage France is ranked 32nd out of 180 countries in RSF’s 2019 World Press Freedom Index. FranceEurope – Central Asia Condemning abusesProtecting journalists Freedom of expressionPhotoreportage The way the police behaved towards reporters during the G7 summit suggests that they have yet to be given the necessary instructions about respecting press freedom, although President Macron promised that this would be done when RSF secretary-general Christophe Deloire met him on 3 May. Use the Digital Services Act to make democracy prevail over platform interests, RSF tells EU Help by sharing this information Follow the news on France RSF denounces Total’s retaliation against Le Monde for Myanmar story to go furtherlast_img read more

Police release two journalists working for Japanese TV

first_img MyanmarAsia – Pacific May 24, 2007 – Updated on January 20, 2016 Police release two journalists working for Japanese TV News Receive email alerts Follow the news on Myanmar RSF asks Germany to let Myanmar journalist Mratt Kyaw Thu apply for asylum Thai premier, UN rapporteurs asked to prevent journalists being returned to Myanmar News Reporters Without Borders and the Burma Media Association welcome the release of Aung Shwe Oo and Daw Sint Sint Aung on the evening of 23 May. The two journalists, who work for Nippon News Network’s Bangkok bureau, were escorted home by police officers. They are in good shape, albeit shaken by their two days in detention. Organisation US journalist held in Yangon prison notorious for torture MyanmarAsia – Pacific Help by sharing this information RSF_en May 31, 2021 Find out more News May 12, 2021 Find out more May 26, 2021 Find out more News —————–23.05.07Two journalists working for Japanese TV arrested near RangoonReporters Without Borders and the Burma Media Association called today for the immediate release of U Aung Shwe Oo and Daw Sint Sint Aung, two Burmese journalists working for the Japanese television news agency, Nippon News Network (NNN), who were arrested on 21 May when they went to a port near Rangoon to confirm the arrival of a North Korean ship.”The arrest of these two Burmese journalists working for a foreign news media is a violation of international rules protecting accredited correspondents,” the two organisations said. “We call on the Japanese government to intercede with the Burmese authorities to get them freed as soon as possible.”U Aung Shwe Oo and his daughter, Daw Sint Sint Aung, who are both employed by NNN’s Bangkok bureau, were arrested near the port in Thilawar, where several journalists working for foreign news media had gone to verify whether a North Korean cargo vessel had arrived in the port. North Korea and Burma established diplomatic relations last month.An NNN spokesperson said the network was aware that they had been arrested and had been told they were in good condition.Three journalists, of whom two worked for a Japanese news media, were arrested in Rangoon in February for covering a demonstration. At least five journalists are currently imprisoned in Burma, including U Win Tin, who is serving a 20-year prison sentence. to go furtherlast_img read more

U.S. Government Wins Access to Twitter Accounts of WikiLeaks Supporters

first_img RSF_en A federal judge granted the U.S. government access to the Twitter accounts of three of WikiLeaks’s supporters. News Organisation center_img March 15, 2011 – Updated on January 20, 2016 U.S. Government Wins Access to Twitter Accounts of WikiLeaks Supporters Help by sharing this informationlast_img

Elections cannot be democratic without freedom of information

first_imgNews Journalist loses accreditation over report about Tajikistan’s president Receive email alerts News Follow the news on Tajikistan Tajikistan holds parliamentary elections on 1 March and Reporters Without Borders is concerned about the toxic climate in which news organizations are forced to work in the country, noting that democratic elections cannot take place unless there is freedom of information. More than 4 million voters are called to the polls to choose 63 members from among 288 candidates. Although the vote has the appearances of democracy, the dire state of freedom of information surrounding the ballot is indicative of the draconian behaviour of President Emomali Rakhmon, who has been in office since 1992. Tajikistan is ranked 116th of 180 countries in the 2015 World Press Freedom Index compiled by Reporters Without Borders. “There can be no democracy without media pluralism and without free access to news and information,” Johann Bihr, the head of the Reporters Without Borders Eastern Europe and Central Asia desk, pointed out.“It should be noted that freedom of information continues to deteriorate in Tajikistan, to the point where it is a cause of considerable concern on the eve of the elections. We urge the authorities to ensure Tajik citizens have the right to report and receive news and information. We call on the international community to remind Dushanbe of its commitments and hold it to account for the large-scale violations of this basic democratic principle.”Campaign marked by bullying tacticsSeveral independent journalists have told Reporters Without Borders they have received threats from the intelligence services in the weeks leading up to the vote. They have been warned in emails and text messages to “stop writing critical stories” or face public exposure of their private lives. A smear tactic that points to the existence of a vast surveillance system in the country. Other independent journalists have been the targets of campaigns to discredit them in the official media and on social networking sites, often also using elements from their private lives. In one recent instance, a report by the State TV station TVT accused some independent news organizations of supporting the mayor of Dushanbe in exchange for benefits in kind, such as apartments or land. In a joint statement on 16 February, the National Association of Independent Mass Media in Tajikistan (NANSMIT), the Journalists’ Union and the Media Council of Tajikistan called for an end to “attacks and moves aimed at intimidating and obstructing the professional activities of journalists”, the manipulation of the media for political ends and repeated intrusions into the private lives of independent journalists.Media pluralism underminedGiven the lack of media pluralism, the election campaign was bound to be dull and political competition one-sided. The authorities control almost all broadcasting outlets. Three campaign spots by the opposition party Islamic Renaissance of Tajikistan were barred from the airwaves on the grounds that they were not made in one of the few officially authorised studios. The appeal by convicted businessman Zayd Saidov, arrested and tried soon after he set up an opposition party in 2013, is being held in camera. Saidov, a former industry minister, was sentenced to 26 years’ imprisonment after being found guilty of sexual offences, polygamy, and fraud and corruption. The Asia Plus media group, which has a weekly, a news agency, a radio station, a television studio and a news website of record, is one of the few sources of independent news in Tajikistan. Access to its website has been regularly blocked inside the country in recent years. In spring last year, the weekly and its editor Olga Tutubalina were found guilty of insulting the country’s intellectuals in a farcical trial and ordered to pay the three plaintiffs 30,000 somoni (4,500 euros). The number of trials of independent journalists has risen in the run-up to the parliamentary elections Freedom of information targeted by paranoid authoritiesThe temporary blocking of access to social networks and independent news sites has been a frequent occurrence since 2012, yet in October 2014 access to more than 200 websites was cut off for two weeks, including Facebook, Vkontakte and YouTube, as well as the main Tajik, Russian and Central Asian news sites.Access was blocked soon after the opposition movement Group 24 announced it would hold an anti-government demonstration. It was restored a day after the event, which did not take place. This unprecedented blackout was accompanied by drastic restrictions on telecoms networks. Text messaging was suspended for several days and Internet access was cut off completely in the northern region of Sughd. Such disproportionate and oppressive responses stem from the authorities’ visceral fear of destabilisation, using the spectre of the civil war that tore the country apart between 1992 and 1997 to justify their fear of the opposition. Aleksandr Sodiqov, an academic and specialist in conflict prevention arrested in June last year, has paid the price for the authorities’ paranoia. The netizen’s only offence was to have interviewed an opposition leader in the autonomous south-eastern province of Gorno-Badakhshan as part of his research. The province was the scene of violent clashes in 2012, which were shrouded in secrecy. Accused of spying, he was held in custody for a month and was released only after a massive international campaign. Tajikistan imposes total control over independent broadcast media February 27, 2015 – Updated on January 20, 2016 Elections cannot be democratic without freedom of information Help by sharing this information RSF_en TajikistanEurope – Central Asia center_img to go further TajikistanEurope – Central Asia News NANSMIT, a partner organization of Reporters Without Borders, has published recommendations for journalists aimed at ensuring impartial and objective coverage of the elections. (Photo: AFP Photo / STR) #CollateralFreedom: RSF unblocks eight sites censored during pandemic Organisation November 6, 2020 Find out more May 14, 2021 Find out more News August 25, 2020 Find out morelast_img read more

GOOD NEWS: Inaugural Artisan Art Walk Art Show Winners

first_img Twitter WhatsApp Home Local News GOOD NEWS: Inaugural Artisan Art Walk Art Show Winners Pinterest Facebook Facebook COURTESY PHOTO Top winner of the show Odessa College entry Birds Paradise from Lucas Munoz of Odessa. The annual Inaugural Artisan Art Walk was conducted on April 6-8 at Parks Legado Town Center. The following winners and participating artists are:Lucas Munoz (OC entry), Odessa, Birds Paradise, top winner.Ann Flatt, Midland, Apokalypsis (An Uncovering), first place.Phillip Prud’ Homme, Odessa, Dennis, first place.Capel Campbell, Midland, Market, first place.Sandra Hodges Houston , Odessa, Tuckered out, first place.Barry Phillips (OC entry), Odessa, Drink Meister 2000, first place.Allystair Jones, Odessa, The Magic of Reality, first place.Nancy Mabry, Midland, Ball and Jacks, second place.Phillip Prud’ Homme, Odessa, Denas, second place.Jairo G Martinez (OC entry), Odessa, Vasel, second place.Ferris Ducker (OC entry), Odessa, Untitled, third place.Sandra Hodges Houston, Odessa, Drilling Deep, third place.Edna Krueger, Odessa, Girl with puppy, third place.Kirk Williams, Odessa, Bowl, third place.Cheryl Roush, Midland, Collectibles.Isaac Martinez, Odessa, Cactus storm photo.Isaac Martinez, Odessa, Moonlit Jack Photo.Isaac Martinez, Odessa, Crude River Photo.Georgeann Herzog Walton, Stanton, Lady Bird.Georgeann Herzog Walton, Stanton, The Fab Four.Georgeann Herzog Walton, Stanton, No Snooze Button.Honey Christesson, Odessa, Serenity.Rick Reese, Midland, Metamorphosis.Rick Reese, Midland, Still life.Nancy Mabry, Midland, Saddle & Horsehair Quirt.Ann Flatt, Midland, Fresh.Phillip Prud’Homme, Odessa, Roman Forum 20th cent.Jesse Morris, Odessa, Bluebonnet Homestead.Jesse Morris, Odessa, Native Indian.Jesse Morris, Odessa, Falling Waters.Capel Campbell, Midland, On Break.Joyce Miller, Longhorn Survey.Sandra Hodges Houston, Odessa, Majestic.Liz Culp, Midland, Margaritaville.Liz Culp, Midland, Blast off.Liz Culp, Midland, Mother Nature Built.Ken Rowland, Gardendale, Stiles Barn.Dee Kemp, Midland, Hopeful.Sandra Patrick, Odessa, Give us this day.Bailey Flores, Odessa, two untitled entries.Melissa James, Midland, Quit Piece.Jannett E Terrazas, Odessa, Simplicity.Daniel Sorensen, Odessa, Pauline.Melissa James, Midland, Springtime.Melissa James, Midland, Serinity.Pedro Valenzuela, West Texas.Kirk Williams, Odessa, Bowl.Kristen Vidal, Odessa, Passion Burst.Kristen Vidal, Odessa, See me not.Odessa College Entries:Zoe Johnson , Odessa, Martini.Sofia Vital, Odessa, Signal.Michelle Bassett, Odessa, Untitled.Devyn Bownds, Odessa, Vagabond.Jackelyn Bracamontes, Odessa, Desert Floral.Daniela Corrales, Gardendale, King Protea.Tanisha Hutson, Odessa, Untitled.LeeRoy Juarez, Odessa, There Is Hope.Kathleen Mahoney, Odessa, Cirq Tulips.Shana Molina, Midland, The Smolder.James Mosman, Gardendale, Sunset on Hwy 158.Fran Sherpa, Midland, Break time at Schechen Monastery.Dave Thompson, Odessa, Given Years.Julia P Hernandez, Odessa, The One.Emily Winkler, Odessa, E-Marshmallow.Bailey Flores, Odessa, Follow the Light.Natasha Gathings, Andrews, Warm and Cool.Danielle Jones, Odessa, Unfolding Prediction.Michael Pegues, Odessa, An Idea of Innocence.Kristen Vidal, Odessa, Bubble Trouble.Jannett E Terrazas, Odessa, Sinplicity.Daniel Sorensen, Odessa, Transformation Garden.Kimberly Kuhlman, Odessa, Melissa.Camilla Blain, Odessa, Lady in Red.Next year’s event is planned for April 5-7, 2019.For more information, visit artisanartwalk.com or call 288-2488. Twitter 2021 SCHOOL HONORS: Permian High School center_img Previous articleSummer Sunday Lawn ConcertNext articleOC restructuring majors admin RELATED ARTICLESMORE FROM AUTHOR Pinterest By admin – June 9, 2018 ECISD undergoing ‘equity audit’ OC employee of the year always learning Local News GOOD NEWS: Inaugural Artisan Art Walk Art Show Winners WhatsApp Smoked Bacon Wrapped French Vidalia OnionFoolproof Roasted Pork TenderloinSouthern Style Potato SaladPowered By 10 Sec Mama’s Deviled Eggs NextStay last_img read more

The Mortgage Customer Connection

first_img The Best Markets For Residential Property Investors 2 days ago Share Save  Print This Post in Daily Dose, Featured, News, Print Features The Mortgage Customer Connection Servicers Navigate the Post-Pandemic World 2 days ago It is not unusual for the bulk of your client contact to arise only when there is a question or a problem. Even though every company loves positive feedback, it would be rare for a client to call just to give you a high five and say how happy they are with the services. No matter what the exchange, do not let your client hang up the phone thinking, “That was terrible customer service.”Teaching and mentoring client-facing teams to exhibit behaviors where they connect with clients will help your company reach the immeasurable or subjective feedback that everyone strives to see on a satisfaction survey. The customer service representative is the first point of contact, the customer’s connection to your organization. This is why it is imperative that each of your employees connect with the customers and understand their business.There are several tools to ensure your customer service efforts are what you want them to be, including recording calls, score cards and surveys to provide helpful feedback. These tools will help you determine where you might need to further train employees, but nothing will substitute for a well-trained, client-facing employee that can connect with a client. They can make the difference between creating a raving fan or an unhappy one.  Data Provider Black Knight to Acquire Top of Mind 2 days ago Governmental Measures Target Expanded Access to Affordable Housing 2 days ago Kelly Hebert is Director of Sales Operations for Lereta. She is responsible for managing the collaboration between the sales, operations, and account management teams. Her goal is to enhance a client’s experience from every angle and to redefine how teams work together to create the best relationship possible. She can be reached at [email protected] Servicers Navigate the Post-Pandemic World 2 days ago About Author: Kelly Hebert Customers 2019-10-23 Seth Welborn Related Articles Demand Propels Home Prices Upward 2 days ago Data Provider Black Knight to Acquire Top of Mind 2 days ago Demand Propels Home Prices Upward 2 days ago The Best Markets For Residential Property Investors 2 days ago Governmental Measures Target Expanded Access to Affordable Housing 2 days ago The Week Ahead: Nearing the Forbearance Exit 2 days ago Tagged with: Customers Home / Daily Dose / The Mortgage Customer Connection Sign up for DS News Daily Previous: The Most Recession-Proof States Next: Delinquencies Hit Seasonal Uptick Editor’s note: This feature originally appeared in the October issue of DS NewsHow many times have you heard the phrase, “We have great customer service?” What does this mean, exactly? Is there a proven formula that shows “empathy + smiling through the phone + knowledge = happy customers”? I’m sure a Silicon Valley startup must be working on an app and an algorithm for this, right? It is difficult to grasp what constitutes great customer service because everyone boasts that they have it. I believe we need to rethink what great customer service is because the phrase has lost its meaning. When I hear that a company has great customer service as a part of their tagline, I am skeptical—I have heard it before, and I have been disappointed. Too often there are complaints about a terrible customer experience, and we hear little about what companies are doing to make sure their customer service is truly awesome.This prompted me to do a little research. I wanted to quantify the immeasurable parts of customer service, so I performed some unofficial Google research on companies that are known to have the best customer service. The findings were fascinating. What people perceive as great customer service may be challenging to measure or replicate, but these were some of the recurring themes:PolitenessProfessionalism and courtesyVariety and centralizationThe feeling of being pamperedReliabilityEmployee happinessAccuracyCaring about customer needsThis is a diverse list to master, and a company may need to hire a psychologist to create a training program for human resources teams to do so. Strong customer service can’t be found in a call rubric, phone metrics, or a customer survey. The attributes uncovered were based upon a customer’s subjective opinion of how they felt after they interacted with the company. How can a company that is seeking an enhanced customer experience train their account managers to leave their clients with this feeling? The answer may be better explored in how to connect with your customers. This allows them to be the recipient of your politeness and professionalism, allows them to feel that your company actually cares about the results that matter to them and how the end product is used.Feeling connected may also allow for second chances. If there is an interruption in service or an error in the product, a customer that feels like the company is connected to their satisfaction and understands their needs may be more understanding of an error and more willing to work through the concern with the company. Customer service is all about connection. No matter the size or type of customer base you have, it is a theme that translates to every business and every industry. Connect with your customers and you can keep them happy and retain them.Connect by Understanding the Effects of Your Service or Product. Account managers and customer service representatives need to understand the effect of the service or product has for your client. If there is a problem on a report, a payment, or a shipment, your customer-facing agent needs to understand how this will affect the client. It’s critical that your employee understand how the client both uses the service and benefits from it. Train your employees to understand the consequences of mistakes, the cost of errors, and the ramifications from different stakeholders, so that a response of “I’m sorry that happened” has more connection and meaning. This lets the client know you are going to do everything you can to correct what happened and work with the appropriate teams to prevent it from happening again. Connect by Understanding the Client’s Business. Many service providers offer products to more than one type of business within an industry. For example, real estate services may cater to banks, credit unions, loan servicers, and property managers. These are all unique businesses that may benefit from the same product. Train your customer-facing employees to understand the differences and track the client type in your CRM software so employees can better connect with lingo and jargon, and maybe even cross sell complementary products. Employees who know how the customer is using the product will be better able to assist with specific solutions for that business and can connect with the clients on a more personal level.Connect by Cross-Training. As companies grow, the need to functionalize forces divisions of people into teams and departments. Naturally, this causes teams to work in silos with little understanding of how their process is connected to the rest of the business, and to the client. There are enormous operational benefits of cross-training your employees, but there is also a benefit to the customer. Cross-training ensures continuity of the customer experience across multiple lines of business. The customer-facing employee should have enough of an understanding of other departments and verticals that they can offer assistance and high-level support, even if the client’s question or concern is outside of their normal role. Connect With Regular Communication. It could be a quarterly phone call, or perhaps a newsletter. Whatever it is, make sure there is consistent outreach and communication with your clients, and be available when they need you. Clients that have regular communication will not be shy about speaking up when there is a problem. Maintaining a strong presence and brand will help them remember your company when they are looking to upgrade or add more services to their business. Without regular communication, you may be forgotten—or worse, they will not think to call you when there is a concern, and they may just silently take their business elsewhere. Any client that has not received communication at least one to two times a year should be flagged for review and should receive a wellness check for their satisfaction.Connect by Embracing Competition. Competition can be healthy; it keeps us sharp and reminds us that there are other options for our client, so we must continue to enhance and improve services. Train account managers to listen closely. Often the client uses multiple vendors or has used your competition in the past. Make note of any experiences they share on the call and share the feedback to identify if there is anything to be learned about how to improve existing offerings and to increase your competitive advantage. Never speak ill of competition to your client, but rather show them your openness to listen and your willingness for improvement.Connect by Showing Empathy. No one likes to feel like their issues are not important. When a client calls to voice a concern about a problem, it is crucial to make sure customer representatives understand how to be empathetic. It can be tiring to hear complaints all day, but that may be the only interaction your customer has that year. Turn the opportunity into a positive experience for the client by showing empathy, connect by understanding that what they are experiencing is inconvenient, and ensure that the customer feels important and valued. Make sure the client leaves the interaction remembering how helpful the company was and what was done to resolve the issue rather than focusing on the mistake and how it was handled.Connect by Showing Appreciation. Say thank you. It sounds so simple, but it is not often practiced. Send a holiday card, recognize how long a client has used your services, or say thank you for their continued trust in your product. October 23, 2019 1,234 Views Subscribelast_img read more