Come and learn the secrets of outstanding customer service!

The team at Inspired invites you to attend our Thoughts@Fort business briefing:

Come and learn the secrets of outstanding customer service!

Customer Experience Management …

with Ivan Smith from KiwiHost

KiwiHost is New Zealand’s largest provider of customer experience management programmes, assisting over 30,000 businesses and 250,000 Kiwi’s with developing customer service skills.

Ivan is KiwiHost’s primary Auckland workshop awarded facilitator and has over 30 years exposure working at the front line of customer service, through to heading several international customer focussed businesses.

Ivan’s presentation details the findings of a Kiwi consumer market survey undertaken in conjunction with JRA:

• What do customers want?
• Satisfaction levels across various sectors of business
• Level of service perception
• What happens when a customer doesn't receive good service?
• What do I need to do about it?
• How can I gain competitive edge?
• What abilities and attitudes do my staff need?

When: 13th September 2011

Level 8, 57 Fort Street

(On-street parking is available on Fort St, or in the nearby carpark buildings)

Registrations & refreshments from 5:00pm

Session 5:30pm - 6:30pm

RSVP

Email: katie.pinfold@inspired.co.nz or

Phone Nadine on 09 309 2561 or Fax 09 309 7798

Download pdf Registration Form, click here.

Article Source: BuyaBiz Blog

Greg Longstaff
Business Development Consultant
Franchise Network Specialist
greg@salesmarket.co.nz
+64 9.307.7860

Business File Sharing – Protect your internet access

Lizandra  Bailey

The Copyright (Infringing File Sharing) Amendment Act 2011 will become current law on 1 September. The Act makes it easier for copyright owners’ to enforce protection of their copyright. Current internet activity is covered because owners can act on infringements which occurred up to 21 days before the law becomes current. There are a few things that you should be aware of:

• You are responsible for any content downloaded or uploaded over your connection.
• The Act targets file sharing where a user makes available to other people on the internet copyrighted files that they do not have the rights for.
• There are four stages of enforcement within the Act.

1. A detection notice from your internet provider, stating that they have received notice from a copyright owner that you have breached their copyright. This notice lasts for 9 months before it is removed off your account.
2. A warning notice can be issued if further sharing is reported at least 28 days after you were sent a detection notice. This notice also expires 9 months after the detection notice is sent to you.
3. An enforcement notice can be sent if illegal file sharing is reported at least 28 days after the warning notice is sent out.  This notice expires 35 days after it is dated.
4. Once an enforcement notice has been issued the copyright owner can seek a $15,000 fine through the Copyright Tribunal and/or apply to the District Court for a six month suspension of your internet access.

• You will have 14 days after each notice to challenge the complaint by writing to your internet provider using the prescribed form.

There are several steps you can take to minimise the possibility of file sharing on your account:

For staff use

• Restrict the installation of any software you haven’t approved.
• Monitor your employee’s internet usage.
• Restrict access to all except the most regularly used ports (such as 80 and 8080 for the world wide web) to prevent some file sharing software from functioning.
• Educate your employees about appropriate usage of the internet.  Have an internet policy which each employee reads and acknowledges. Review your employment contracts.

Wireless access

• Make sure your wireless (WIFI) connections is secure or require a login and password or voucher system that you can control. The WEP security used as default on many older devices is no longer secure so ensure you move to WPA or WPA2 security.

For customers/clients/guests

• Port restrictions, as mentioned above, can be used; however, they may have to be more relaxed if your business is a hotel where a customer may need to use specialised software that uses an unusual port. One option is to offer a service that naturally restricts access to general use, but that allows you to offer a user less restricted access on their request.
• Software is available that will watch internet use and attempt to determine what is illegal file sharing. It can then stop these transfers. While this method has a chance of incorrectly detecting standard use, over time it should learn what is expected behaviour and what could be illegal.
• Obtain an acknowledgement from your customers that they are aware of your rules regarding internet access.

You should speak with your IT service provider as soon as possible to ensure that all possible measures are in place to prevent an infringement of this new Act, and legal advice should be sought immediately if you receive any form of infringement notice. 

Contact Lizandra Bailey or Arran Hunt from Macdonald Pilcher Partnership for more information on (09) 307 3324 or lizandra@macdonaldpilcher.co.nz or arran@macdonaldpilcher.co.nz


Article Source: BuyaBiz Blog 

Local Businessmen Launch First ‘One Stop Shop’ Branding Solution Store in BOP

 Speedy Signs/EmbroidMe Rotorua team

Speedy Signs Rotorua franchise owners Richard Haigh and Darren Burborough have opened the region’s first EmbroidMe store, combining the two shops as the only complete branding solution provider in the Bay of Plenty.

Darren says, “With some re-arranging of our existing location at 1198 Arawa Street we have combined both businesses under the same roof. Having both businesses operating from the same shop is a first for the Business Franchise Group.”

Richard and Darren intend to build on the success of the Rotorua Speedy Signs store, which they opened in 2007.

Greg Longstaff from the Business Franchise Group says, “They have already proved their success in building the Speedy Signs business as a start-up venture, and now they can tap into a similar market with their existing clients.”

Richard and Darren were both born and raised in Rotorua, and after travelling the world together returned home to settle in the Bay of Plenty with their families.

As proud locals, they support many charities and sports teams including the local chapters of Diabetes NZ, The New ZealandBreast Cancer Foundation, BOP Rugby, RotoruaStock Car Club and Springfield Golf Club. Richard and Darren firmly believe in supporting the community that supports them.

From the first day of opening EmbroidMe, Richard and Darren discovered a strong demand for high visibility work wear and uniforms for local sports teams. With Rotorua being a popular destination for national conferences they believe they will also have many opportunities to support out of town organisations.

Richard and Darren have invested in setting up top quality multi-head embroidery machines and a separate workstation. With excellent supply deals with all the best corporate wear and promotional product suppliers, EmbroidMe is all set up to deliver affordable prices, fast turn-around times and a friendly, local service.

You can reach Richard and Darren on (07) 349 1000 or 0800 773 330 or for further information contact Greg Longstaff (021) 677 992 or greg@businessfranchise.co.nz

Greg Longstaff
Business Development Consultant
Franchise Network Specialist
greg@salesmarket.co.nz
+64 9.307.7860