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Customer Service Tips
Promoters and Marketers can give these tips to their Customer service people in the hope that they will help to keep the customer satisfied. After all the hard work of selling the product or performing the service, the last thing you need happen is...
Fax Marketing : Reaching a New Niche of Customers
Traditional marketing and advertising assumes that all of your customers are traditional people. Even newer technologies like email assume that the best way to reach people is when they are at their computers. But think about it – there are plenty...
How to Deliver Exceptional Customer Service
HOW TO DELIVER EXCEPTIONAL CUSTOMER SERVICE By Chas Brothers Having been in business a number of years, I’m amazed at the number of people who don’t have the slightest idea of what customer service is. Customer service is not a way of...
Online Credit Card Application: The Easiest Way To A Customer's Heart
Many credit cards are offered in the market today thus, making companies more aggressive in advertising and marketing their card services. These companies (e.g. banks, department stores, specialty stores, airlines, hotels, etc.) have found a...
Turn Your Customer Complaint into a Positive
The last thing we want to hear during our work day is complaints from customers. However, it does come with the territory. Here are a few tips on how to turn your customer’s complaint into a positive. 1. Listen When a customer comes to you...
 
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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Customer Service Week - The Celebration Source
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