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Customer Service in Your Work at Home Business
Customer service is not just an abstract concept that business professionals like to throw at you. It is a tried and true way for you to keep your customers returning. If you follow these 6 general rules, you can significantly improve customer...
New Habits, Rebounding Economy Help To Sell Giftware and Collectibles
Just a few years ago, when one thought of a home-based sales business, Tupperware, Avon and a host of multi-level marketing schemes might have come to mind. Today, however, changing market conditions and evolving consumer habits have converged...
No Customer Left Behind
As more companies make the jump to cyberspace every week and billions of dollars flow across the Internet, nobody can deny that ecommerce plays a significant roll in business today. However, as the aisles of your local online shopping site get...
Provide Great Customer Service and Gain Instant Customer Loyalty
Providing customer service is a normal facet of conducting business either online or offline however far too many business owners are neglecting their customers after purchase. Provide Great Customer Service and Gain Instant Customer Loyalty By...
Solving the Late Paying Customer Blues
Nothing can drive a business down faster than customers who don't pay their bills as agreed. When you sell to customers on credit you are making an agreement with them. You will provide them with goods or services in exchange for their payment...
 
Improvingcustomer service in large stock registrar cmpany

ROBLEM
The organization was always working under a crisis mode, with the managers feeling pressured and "under the gun".
There was discord and resentment among the manager team, which reflected in the employees.
Re-work and bureaucracy were eminent.
Two of the managers were at odds with each other, which was evident to the employees, and created additional discord.
The Customer Service group showed a lack of concern for the customers, assuming that it was "OK" to wait in line, be referred to another line, come back another day for certain transactions, etc.
Customer were complaining for lack of service and long waiting lines.
SOLUTION
Management Resources Inc. (MRI) :
Facilitated a customer needs analysis and company needs analysis sessions.
Conducted focus groups with customers and employees
Worked with the managers in developing strategic plans and objectives
Established work priorities and set specific goals that were deployed throughout the organization
Initiated a program to aid in replacing undesirable attitudes with positive ones
Conducted a Team Building


workshop for managers
Conducted a Customer Service session for the Customer Service group
RESULTS
Results became very visible:
Sensitivity to the customer increased throughout the organization, not only at the management level but particularly in customer representatives.
The management team became more cohesive and learned to respect each other’s opinions and reach consensus on departmental issues.
The managers in conflict learned to work with each other, which resulted in improved cooperation and better service to the customer.
Their two departments became more productive and morale improved.
The attitudes of all involved showed considerable improvement.
Many customers expressed satisfaction to the new corteous and speedy manner they were treated.
Managers became more confident and allowed room for initiative from their employees.
This resulted in process improvements and increased customer satisfaction due to reduced bureaucracy.
The "empowered" employees were more satisfied and productive.

About the Author

Managing parner, Management Resources, Inc

 

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