Outstanding customer service aims to go even better than that. You may not get everything perfectly right, but getting most of it right will be much, much better than the majority of your competition. Ten Tips for Outstanding Customer Service Encounter your business the way your customers do and experience what they experience. Stand in line, call your support center, report a complaint, check on an order. Soak up feedback. Make everyone's (yes, everyone's) life's mission to focus on the customer even team members seemingly out of the line of fire. Remember the last moments of a customer's interaction with your business leave the most lingering experience. Remember the last minutes of the conservation will be what is remembered make it memorable! Complaints are a wonderful gift they're feedback of the highest order. Enjoy them and learn fast. A positive response to a complaint will be remembered and actually builds trust. Enable and encourage your people to give an immediate and generous customer experience. Allow them to directly solve an issue without lots of delay or paperwork. Make sure that you and your people work with pace and immediacy to solve customer issues. I'll bet you can remember the pain of a slow reaction from your dealings with other companies, right? Don't be like that respond ASAP. Generally, you can't sell it if you haven't got it. Work your system hard and focus to get the product there on time. Check your other locations for stock. Ask, "What would my customer think of this would it give an impression of brilliant service?" If not, reshape the system fast! Encourage everyone on your team to overhear, be politely nosy, ask questions and obtain feedback and information from your customers. Save it all in your CRM success system for others to learn from grow that knowledgebase. Your experiences as a customer elsewhere can educate you about what to do, or not do, in your own business. Encourage your people to share what they learn this way as well, and implement the best into your business. Have fun with customers a pleasing personality goes a LONG way. Smile while on the phone with customers and it will come through. This builds relationships you are in a relationship business, right? 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It's an overused expression, but bumping along the bottom is an apt description, and my best guess for 2010 is that that's going to continue. The impact the economy will have on the travel industry is significant. Consumer demand is reasonably healthy, and it felt like it was not very healthy in the first half of 2009. I'm not bold enough to predict an uptick, but I don't think it will weaken significantly, and we're well positioned to take advantage of consumer demand. But on the business travel side, there's plenty of evidence it's very weak. And history says the business travel market will recover very slowly. If you look at our largest city pair markets as a basket, the revenue growth is nonexistent year over year. In fact, we're seeing a revenue decline for that set of markets. Yet, overall, our unit revenue is up 12%, so we've found ways to overcome weakness in our core markets. I think that's a testament to low fare brands, diversity of destinations and even to "Bags fly free." People will want to travel but will be more focused on value. Arguably, there are still too many seats domestically, though that's less a problem elsewhere around the world. It will be a very competitive environment here, where lots of good deals will be available. The legacy airline traffic has shrunk 40% the equivalent of two legacy carriers while our piece of the domestic traffic has expanded. market. We hope not to cut capacity [in 2010]. We've been pretty aggressive in a lot of ways, but we have the same number of planes. We're just flying less per day per airplane. We've trimmed our flights in early morning and late evening. That's how we're trimming capacity. We're not growing the fleet, and we're modestly reducing our overall level of employment. I think it will be the same next year. We did add one new city for our May schedule, Panama City Beach, Fla. Odds are low we'll be adding any more; if we do, it'll be some time after August. Something would have to happen to change our minds. We're very strong financially, outperforming the industry in terms of revenue. We have over $8.2 billion in cash, well above our target. We have modest debt, and we're ready to act if an opportunity arises, and this is an environment where opportunities can come. We've demonstrated by our bid for Frontier that we're open to an acquisition, and there's still every incentive for carriers to look for consolidation as a solution. But it doesn't seem like there's any looming bankruptcies or pending disaster for any carrier. We'll see what unfolds. The industry as a whole is not making money. It has survived this year, survived this crisis, in large part because the industry was already reacting to high energy prices very well. I've been encouraged by the relative stability in oil prices; the range is in the $60 to $70 a barrel range. We're a lot better off at $50, but talking to producers, they're more comfortable with prices in the $70 to $80 range in terms of committing to new [exploration] projects. If $50 seems too low for them, well, it will be better to have $70 and stability. I don't think we'll necessarily see recovery even in 2011. I'm very concerned about overhang with the federal deficit. Lower taxes, that would be the right thing to do to help stimulate jobs and business investment and position for growth in 2011. But it could be a very long period of weakness. I think it's a very serious problem. Stein Kruse CEO, Holland America Line 2009 was an unprecedented year for all of us. We hadn't seen that type of contraction in spending and confidence, not even after 9/11. It was a very, very difficult year for the cruise industry, and the consumer benefited from it. The value proposition for cruising was more recognized than ever before because there were so many good deals. Yes, there will continue to be deals and discounting in 2010, but if that's suggesting we'll have a tough year, I don't think they're related. The cruise industry is one of the few businesses that I know of, and certainly the only one in leisure travel, that operates at 100% capacity utilization. We're full 365 days a year on all our products. We're such a high cost, capital intensive business that we need to operate at that level 24/7 in order to be profitable. Hotels don't operate like that. Airlines would like to, but they don't. Discounting and deals are part of the way we yield manage to that 100% capacity utilization. We took the steps needed to get to 100%, and we filled our ships, which I think is a credit to our industry. The deals and discounting will continue, but the cruise industry has gotten so big and widely distributed that there are certain areas that are doing better than others, while some areas will have challenges. But I think the tone of business has changed. In the last couple of months, you're starting to see a more positive outlook. We see it in call volumes and in conversations with business partners and travel agents. Generally, the world is pulling out of a significant downturn. There are signs all over that things have improved. When the history books are written, [the downturn] will be viewed as a sharp contraction, and nothing more. The trajectory the world is on is very positive. The underlying factors are very solid, the demographics, the emergence of giant nations like India, China and Brazil their potential for consumption and productivity cannot be stopped. An aging baby boomer population is coming into a time of their lives when they have more money, and we have an industry that really caters to them in so many ways. We are clearly facing issues, but this will be seen more as a bump than a prolonged crisis. appears to be gaining momentum. The economy is picking up in almost all regions. And although we have large problems, housing and unemployment especially, we've apparently moved beyond the crisis and into recovery. The country is no longer in a recession. We took delivery of, and even ordered, new ships. Ideally, do you want to take delivery when an economy is down? Ideally, no. But when we make these decisions, we don't know what's around the corner. We don't order ships for two or three years, we order for 20 or 30 years, so we don't get caught up in when the delivery takes place. So even when we're having a year like 2009, the new ships are helping extend the broad appeal that cruising has. As bad a year as it was, our business did well. Carnival Corp. and Royal Caribbean Cruises Ltd. are publicly traded, and those were impressive numbers for the type of year we had. Going forward, consumer confidence is a very important issue, and we know that it sank to some of its lowest levels in the past few months. But it has been inching up, and I think we will see it gaining. There's a correlation between consumer confidence and companies like ours which are discretionary purchase decisions. I don't want to just sound like a cheerleader. Yes, there are challenges. But our trajectory is one that is very encouraging. Our partnership with travel agents is very solid, and the relationship is fundamental to our business success. I understand the frustration on the [noncommissionable fees]. That's a challenge when there are highly discounted deals. It becomes more noticeable. But we haven't changed them in the past years well, perhaps $5 but our commissions and willingness to work proactively on co ops and advertising and promotional opportunities show the viability of the distribution system. We're connected at the hip and wallet with travel agents and will be for a very long time. Men Nike Free Run 2 Red Gold Black White,Obamacare or no Obamacare, health insurance is expensive in Rhode Island. The average employer sponsored health insurance plan cost $5,924 for an individual and $15,273 for a family in 2011, according to the Kaiser Family Foundation. The average premium for a plan bought on the individual market was $4,779 in 2009, the third most in the country, according to America Health Insurance Plans. And the plans being sold on the new HealthSource RI marketplace aren exactly a bargain, either. Center for Freedom and Prosperity, the newish local free market advocacy group run by Mike Stenhouse, thinks the General Assembly should take steps to try and bring down those costs. The ideas are collected in a new report by the center Washington based adjunct scholar Sean Parnell. important element of these policies is that they require very little in the way of additional state resources, and these recommended programs do not fundamentally upset the structure of the ACA, Parnell writes, referring to Obamacare formal name, the Affordable Care Act. these policies focus primarily on those individuals and families that will remain outside the law and ensure that their medical care financing needs can be met, as well, he writes, adding that Island can become a national model for other states, fulfilling the promise of health care coverage that proponents of the ACA worked so hard to achieve. few things are interesting about Parnell report beyond the policy prescriptions themselves. For one thing, it clearly targeted at a blue state audience while Parnell is critical of Obamacare, the study is premised on the idea that it the law of the land and here to stay. Nor does it criticize the goal of universal health coverage. Furthermore, he wading into a discussion that state lawmakers already signaled an interest in when they passed Senator Miller Rhode Island Health Care Reform Act of 2013 in July. Parnell offers four main proposals in his 22 page report. Here a quick summary. 1) Address the large number of health benefits mandated in state law. Rhode Island law mandates that insurance plans cover 69 benefits, the largest number in the United States. (Parnell says 70, but he using old data.) reduce premiums for Rhode Island residents who purchase insurance through the individual market, he argues, state should re examine the trade offs between mandated medical benefits and increased premium costs. This is already supposed to be in the works: Miller legislation requires Health Insurance Commissioner Kathleen Hittner to send lawmakers a report by April 1 on the cost of all Rhode Island health mandates. Parnell thinks insurance plans should be offered that are exempt from some or all of those mandates. 2) Let Rhode Islanders buy health insurance across state lines. This idea often gets criticized by liberals, who say they fear it will lead to a to the bottom la credit cards, where the state with the most lax regulation gets all the business. But Parnell makes a more limited suggestion that could alleviate some of those fears: at least let Rhode Islanders buy plans from Massachusetts and Connecticut, which aren exactly red states known for terrible health systems. Doing so, he argues, could increase competition for Rhode Island hospitals and insurers alike. It somewhat similar to Aaron Renn proposal to harmonize Rhode Island regulations with those in Massachusetts. 3) Bring Christian health care sharing ministries to the state. This idea hasn been discussed much locally: encourage the creation of Christian health care sharing ministries, which are nonprofit plans that allow individuals and families with similar religious beliefs to pool risks and costs. Parnell specifically suggests Rhode Island lawmakers pass the Health Care Ministries Freedom to Share Act, which is model legislation drafted by the controversial American Legislative Exchange Council (ALEC). He highlights two points about the ministries: one, they are often open to illegal immigrants; two, they don have to cover abortion or contraception. One of the defining features of the Affordable Care Act is that it requires all insurance plans sold on HealthSource RI and the other new marketplaces to cover health benefits, which is aimed at making sure nobody buys a plan that so bare bones it doesn cover what they think it does. The downside: comprehensive insurance means more expensive insurance (hence why Obamacare added subsidies for lower income Americans). Parnell suggests Rhode Island should encourage those who can or won buy traditional comprehensive insurance instead to get critical illness, accident, or fixed benefit insurance policies.
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Men Nike Free Run 2 Red Gold Black White The creative geniuses who write our favorite shows, games, and movies are generally not open to accepting ideas from us plebeians, probably because they churn out brilliant decades long serials that we then turn into Snape diddling the Teletubbies. Sometimes, though, they stumble upon fan created ideas too awesome to be ignored, to the point that they wind up included in the actual work. These range from the immortal phrase "I have had it with these motherfucking snakes on this motherfucking plane!" to . 6. Took 'em six bloody years to reveal it was the Woman in White. For example, two characters not seen since Breaking Bad's second season make an unexpected reappearance in the penultimate episode. When he sees his former friends Gretchen and Elliott Schwartz dissing him in a TV interview, Walter White gets the motivation he needs to finally come out of hiding, setting up the shocking events of the series finale. Pictured here with the cast, cosplaying as Skinny Pete. That's the name of the 16 year old with neuroblastoma whom showrunner Vince Gilligan called "our wonderful, number one fan." When Gilligan visited Cordasco during his final months, he asked him if there was anything he felt the show needed. The fan replied, "I want to know more about Gretchen and Elliott. I want to know more about Walt's backstory with them. I want to know what happened." Gilligan hadn't thought about incorporating the characters into the plot, but Cordasco's comment gave him pause. He'd been stumped trying to figure out how to get Walt out of hiding, but as he mulled over Cordasco's suggestion, he discovered that the answer indeed lay with the Schwartzes. He's all ready to get caught, and then he sees the video ." This is made even more impressive by the fact that, if more shows incorporated ideas from teenage fans, it probably wouldn't end so well. Unless that already happened and we just didn't notice. How big a fan was this kid, exactly? Let's put it this way: When Gilligan, Breaking Bad's creator himself, offered to tell him how the show ended, Cordasco was like "Hey, no spoilers, man." That's dedication. 5. Diablo's Secret Cow Level Goes from Insane Rumor to Insane RealityDuring the reign of the original Diablo in the '90s, a rumor/stupid joke sprung up among players that there was a secret level where you could battle, of all things, cows. The Internet was riddled with Comic Sans sporting GeoCities pages giving people multiple methods to access the legendary cow level, because apparently people really wanted to beat up some goddamn bovines. The site illustrated these instructions with a GIF. It took only 45 minutes to load. Of course, there was no such thing as the cow level it was just one of those wacky random jokes the Internet loves to this day ("cow level" was the "the cake is a lie" of its era). Until, that is, Diablo's creators at Blizzard saw the rumor and said "What the fuck is wrong with these people?" followed by "We should make that a real thing." The first thing they did was insert an Easter egg in StarCraft subtly informing players of the level's nonexistence (the "There is no cow level" cheat code). But then, on April 1, 1999, the following image was released without commentary as Blizzard's Screenshot of the Week: Even back then, games paraded out poorly covered females, exposing their massive udders. Cue a million confused nerds shouting "WHAT DOES IT MEAN?!" Some were convinced that it was a dirty April Fool's prank, while others kept the faith. The true believers were rewarded: Blizzard went ahead and included a secret cow level in Diablo II, and now you can totally decimate some bovine ass if you follow the instructions on their website (if you're into that sort of thing). And later, when some fans began clamoring for a Secret Pony Level in Diablo III, most likely in jest (we would hope), they freaking did it again: Horns, hooves, homicide . they're like any other demon, only creepier. 4. A Silly Nerd Argument Becomes Star Trek CanonWhen you have a franchise that spans half a century, you're bound to encounter some strange continuity problems. For instance, here's how the Klingons looked during the original Star Trek series in the '60s: Shoe polish and pubes on their faces. And here's how they looked in the first movie a decade later: He should have kept the bangs. Naturally, fans wanted to know why an entire race had suddenly developed hideous ridges on their foreheads, but they were unlikely to get an answer, because everyone already knew the real reason namely, that the entire original series was shot for like five bucks (most of which went to strengthening William Shatner's man girdle), while the movies and subsequent shows actually had a budget to spend on makeup and prosthetics to make the aliens look like aliens.
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