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A Customer complaint management system
Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of...
How To Win Your Customer Sevice Battle
Millions of people, just like you, end up with a customer service problem that they just can't seem to get resolved. No matter what they do. Even though you are in the right, even though you are being treated improperly. You may needle and wheedle...
Managers Who Leave PR to Others
You’re a business, non-profit or association manager who needs to achieve your organizational objectives on schedule. Since public relations should be helping you do just that, why leave it wholly in the hands of others?
In your own best...
Three Easy Ways to Keep Customers
It is far more easy, and less expensive, to keep customers than
to try and get new ones. So even though your company relies on
adding to its customer base, don't make the mistake of only
investing in new customers! Here are some strategies that...
Work at Home Business Ideas
Here are some excellent businesses that you can start, operate and grow from your home. All these work at home businesses have the following desirable features:
Low Startup Costs
Ease of Entry
High Income Potential
Home...
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Delighting Customers - Three Solutions to Make the Difference*
Customer service is the holy grail of most service and product
organisations. Yet there are three basics that are vital to go
further - to delight your customers...
The radio show I was listening to was debating the reasons for
rude and offhand customer service. I had to share with them the
three simple reasons for poor customer service
(interestingly, they let the phone ring out and cut me off after
a while, so not so special customer service at their end!).
So here are just three simple reasons - none of which are
the fault of the person giving the customer service!
So then, three simple reasons - and solutions...
1. Firstly - the wrong people are recruited for
customer-facing roles. Retail (my background), is tough - some
customers are tough and it is not as attractive a proposition to
some people as an easier number in an office. So recruiters
panic and take what they can get - often the wrong people
to face customers.
*Recruit 'people' people for your customer-facing work*.
2. Secondly - management quality is frequently
poor. Here, often again due to poor recruiting (because there is
a big shortage of good managers in the UK), the wrong people get
recruited into management - they are not 'people'people either.
Managers need to deliver results, sure, but they also need to
use their employees in the very best way - by coming alongside
them and working together, utilising their special skills and
squeezing the very best from them.
Yet, in a way in which the employee loves the work. It is
The Authors Who Made My 'Day To Day'
As a correspondent for <em>Day to Day</em>, Karen Grigsby Bates often reported on books and their writers. She offers an essay musing on her time with the show, including some of her best moments with brilliant authors. Karen Grigsby Bates
A Hip-Hop Farewell
If <em>Day To Day</em> were a rap star, how would it say goodbye? "Peace out?" "I'm ghost?" "Let's shake the spot?" A quick look at bidding farewell with hip hop slang. Christopher Johnson
fun,
fulfilling and their environment is conducive to enjoyment.
*Recruit sharp managers, especially those who have the very
best 'people' skills*.
3. Finally - customer service is about focus. Your
freshly recruited 'people' people, well supported from above,
need to be freed up to look after the customers they want to
give great service to.
Organisations are much more demanding, to meet the requirements
of shareholders profit needs, and use multi-tasking to drive
productivity.
Focusing on three tasks at once means they can't give their
total focus to delighting customers by building great
relationships with every one of them. There is a place for
multitasking, but other jobs must very clearly come second to
customers.
Personally, I think multitasking is actually less productive,
but that's me.
*Give your customer-facing people the complete freedom to
focus on customers*.
I never heard whether my comments got aired, though they did
ring me back, the signal got lost. All that free advice, lost
forever - except to reader here, of course! Focusing on
my loyal 'customers' :-)
About the author:
© 2005 Martin Haworth is a Business and Management Coach. He
works worldwide, with small business owners, managers and
corporate leaders. He has hundreds of hints, tips and ideas at
his website, www.coaching-businesses-to-success.com. (Note to
editors. Feel free to use this article, wherever you think it
might be of value - with a live link if you can).
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