Just as bad is the feeling you get as you stride through customer support and overhear poor advice being given to a caller.

Okay, you always take action, you always put it right. You tell yourself it only happens on rare occasions, when you need to backfill because of staff shortage, sickness or holidays.

But, you know it does happen and you have a sneaky suspicion it happens most often when you don’t see it. Receptionists, support staff, delivery drivers, field workers, representatives, they all present the ‘face’ of your company to a particular individual at a particular moment in time.

While you take care to ensure that new employees are schooled in the correct techniques to present the professional face of your company there are times when busy schedules mean the lessons are not learned quickly enough.

In these days of ‘judgment by performance’ only one person is going to carry the can for poor presentation and whether you are proprietor, manager or team leader that person is you. You can’t very well take it out on the people who fail you, especially if you didn’t allow enough time to train them in the first place.

You could of course make sure that new and temporary hire is always of a very high standard. That would bring new skills and talent into the business, but of course there would still be some training. Even the brightest individuals are not clairvoyant and they can’t know your internal methods until someone shows them. And don’t forget that recruiting from the top of the tree in order to import skill and ability incurs a cost premium.

So, how do you make sure that the people you employ present the best service to your customers from day one?

One way is to make absolutely sure that every employee has easy access to any resource they may need. In order to perform even a simple task a person needs to know how you want it done. It makes sense, therefore, to document your processes. Everything from answering the phone to giving detailed product support can be written up and given as a resource to employees where and when they need it.

Technical authoring will ensure that the documentation describes the processes in straightforward language, enabling average employees to follow the steps and ensure all customer contact is conducted in a precise and professional manner.

New and temporary hire need only to be shown where to find documentation to be fully capable of piloting a customer interaction to a satisfactory conclusion.

Everyone wins, your employees are happy because they have confidence in what they are doing, your customers receive a professional service and feel safe in their association with your organization and the next time you call in on an ‘away day’ you’ll be proud to experience the professionalism.

© Copyright 2007

The Copyright Law Act of 1976 defines “works of authorship” to include all of the following:

* Musical works

* Literary works

* Dramatic works

* Pictorial, sculptural and graphics

* Motion Pictures and Audiovisuals

* Sound Recordings

* Choreographic Works and Pantomimes

* An eighth work which falls under “architectural works” was later added in 1990.

What is unique about the United States copyright law is that it is automatic. Once someone has an idea and produces it in tangible form, the creator is the copyright holder and has the authority to enforce his exclusivity to it. In other words, the person is the owner of the creation. It is not necessary that a person register their work. However, it is recommended and it can serve as evidence if someone ever violates a copyright.

Violations of US Copyright Laws are generally enforced in a civil court setting. However, there could also be criminal sanctions brought against someone who violates US copyright laws. Someone who is in serious violation of US Copyright Laws, such as counterfeiting, can find themselves on the inside of prison. People need to understand that the copyright symbol is not a requirement. Someone may have a copyright, yet their work may not have a copyright notice or symbol.

US Copyright Law covers a wide range of things that are derived from artistic expression, intellectual or creative work. This includes things such as literary works, music, drawings, photographs, software, movies, choreographic works such as ballets and plays, poems, paintings and more. The law covers the form of expression, not the concept, facts or the actual idea of the work. This means that someone can use another person’s idea or concept and produce their own take on it. However, copying another person’s work is a violation. Some things may not be copyrighted but they may be protected by a patent or trademark.

Individuals who have a copyright on a particular piece of work can do what they want with it. They may choose to copy it and sell it. They may display their work or perform it in public and charge admission, or they can assign or sell the work to someone else. Individuals who have a copyright can also choose to do nothing with their work, if that is their desire. However, if someone comes along and takes the work and tries to use it in some way, that person is still in violation of the owner’s copyright. The Copyright Law Act covers published and unpublished works.

The Copyright Law Act of 1976 defines “works of authorship” to include all of the following:

* Musical works

* Literary works

* Dramatic works

* Pictorial, sculptural and graphics

* Motion Pictures and Audiovisuals

* Sound Recordings

* Choreographic Works and Pantomimes

* An eighth work which falls under “architectural works” was later added in 1990.

What is unique about the United States copyright law is that it is automatic. Once someone has an idea and produces it in tangible form, the creator is the copyright holder and has the authority to enforce his exclusivity to it. In other words, the person is the owner of the creation. It is not necessary that a person register their work. However, it is recommended and it can serve as evidence if someone ever violates a copyright.

Violations of US Copyright Laws are generally enforced in a civil court setting. However, there could also be criminal sanctions brought against someone who violates US copyright laws. Someone who is in serious violation of US Copyright Laws, such as counterfeiting, can find themselves on the inside of prison. People need to understand that the copyright symbol is not a requirement. Someone may have a copyright, yet their work may not have a copyright notice or symbol.

US Copyright Law covers a wide range of things that are derived from artistic expression, intellectual or creative work. This includes things such as literary works, music, drawings, photographs, software, movies, choreographic works such as ballets and plays, poems, paintings and more. The law covers the form of expression, not the concept, facts or the actual idea of the work. This means that someone can use another person’s idea or concept and produce their own take on it. However, copying another person’s work is a violation. Some things may not be copyrighted but they may be protected by a patent or trademark.

Individuals who have a copyright on a particular piece of work can do what they want with it. They may choose to copy it and sell it. They may display their work or perform it in public and charge admission, or they can assign or sell the work to someone else. Individuals who have a copyright can also choose to do nothing with their work, if that is their desire. However, if someone comes along and takes the work and tries to use it in some way, that person is still in violation of the owner’s copyright. The Copyright Law Act covers published and unpublished works.

The Copyright Law Act of 1976 defines “works of authorship” to include all of the following:

* Musical works

* Literary works

* Dramatic works

* Pictorial, sculptural and graphics

* Motion Pictures and Audiovisuals

* Sound Recordings

* Choreographic Works and Pantomimes

* An eighth work which falls under “architectural works” was later added in 1990.

What is unique about the United States copyright law is that it is automatic. Once someone has an idea and produces it in tangible form, the creator is the copyright holder and has the authority to enforce his exclusivity to it. In other words, the person is the owner of the creation. It is not necessary that a person register their work. However, it is recommended and it can serve as evidence if someone ever violates a copyright.

Violations of US Copyright Laws are generally enforced in a civil court setting. However, there could also be criminal sanctions brought against someone who violates US copyright laws. Someone who is in serious violation of US Copyright Laws, such as counterfeiting, can find themselves on the inside of prison. People need to understand that the copyright symbol is not a requirement. Someone may have a copyright, yet their work may not have a copyright notice or symbol.

US Copyright Law covers a wide range of things that are derived from artistic expression, intellectual or creative work. This includes things such as literary works, music, drawings, photographs, software, movies, choreographic works such as ballets and plays, poems, paintings and more. The law covers the form of expression, not the concept, facts or the actual idea of the work. This means that someone can use another person’s idea or concept and produce their own take on it. However, copying another person’s work is a violation. Some things may not be copyrighted but they may be protected by a patent or trademark.

Individuals who have a copyright on a particular piece of work can do what they want with it. They may choose to copy it and sell it. They may display their work or perform it in public and charge admission, or they can assign or sell the work to someone else. Individuals who have a copyright can also choose to do nothing with their work, if that is their desire. However, if someone comes along and takes the work and tries to use it in some way, that person is still in violation of the owner’s copyright. The Copyright Law Act covers published and unpublished works.