Obviously we all go to lunch on most work days however when our staff are explaining why we can’t take a telephone call they should never say we are “having lunch”, “in the lunchroom” or “out to lunch”. Actually the information that inept staff or colleagues will offer over the phone is often astounding. In… Continue reading »
Mar
08
Why Customers Abandon You and Quick Tips on Stemming the Flow
A survey by The Canadian Manufacturers Association on why customers abandoned their suppliers revealed that: [ 1% ] was lost because of death [ 3% ] were lost when their salesmen left the company [ 5% ] left to buy from a friend or relative [ 9% ] left because they found they could buy… Continue reading »
Feb
08
POOR QUALITY CAN DESTROY YOUR CAREER AND YOUR BUSINESS!
The plethora if in depth quality studies and methodologies are great for the quality specialists, however what does total quality management (TQM) mean for us regular line managers? If you are to: satisfy the customer, ensure staff motivation is high, keep the bosses off your back, make cost effective decisions, take risks that pay off,… Continue reading »
Jan
21
SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS
The hardest complainant type first: If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in… Continue reading »
Nov
20
Top Five Principles for Excellent Customer Service
Make yourself and your products or services easy to gain access to. Whether it’s online or through real locations simplicity of access is the key. Make sure your stock levels are well managed and matched to demand. Being out of stock is a sin. When it comes to online access test to web pages with… Continue reading »
Oct
20
Time to Turn Your Business Model Upside Down Part Two
WHEN YOU INVERT THE PYRAMID WHAT DOES EVERYONE DO? For those of us working in rapidly changing markets (all of us) where inverting the pyramid is the least we need to do, what are the new priorities for each group: For the STAFF that deals face to face with this powerful ‘new’ customer the struggle… Continue reading »
Sep
17
Leadership Competence and Linking it to a Leadership Brand
Leadership Competence and Linking it to a Leadership Brand, so which competencies are important and who should decide? Talking of branding ourself… Ric (orglearn) **Link for direct page viewers return to main career success blog to check out other posts! While you’re here take a look at the free blank resume form!
Jun
20
Staff and customers an unpredictable mix – achieving better customer service standards!
Some basic staff must do’s Something so basic you would wonder why it needs a mention. Know your product so you are the expert, know your company so you are an expert and know your customers real buying motives so you are the expert. So what is a real buying motive… hmmm it’s a Mercedes… Continue reading »
Jun
19
Staff and customers a volatile mix – achieving great customer service standards!
Some basic must do’s Staff must be trained and tested to ensure they can effectively communicate both orally and in writing. If you can’t invest in hiring or training great communicators at least design a broad range of idiot proof form letters that cover common situations and have a senior manager vet them before they… Continue reading »
Online Resume Form Template
Free... just click the pic below!
Please Add Me – Favorites
SUBSCRIBE to the RSS FEED
XeeMe
TweetAdder Free Demo
Blog Catalogue
Ric’s Mugshot
Tweeters Great Utility!
Free
