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6 Tips to Explode Your Offline or Online Business
Copyright 2005 Monique Hawkins
If you have a business either online of offline, your goal is to be successful. You want people to find out about your business and use your products or services. Did you know that the things you do from the early...
Are You Playing Checkers or Chess As A Leader?
Simple Ways To Improve Your Team's Performance If you are a
leader trying to create a positive work environment, hold off on
buying posters and new carpet for your work area and take look
in the mirror. Did you know that 70% of how your team...
Characteristics of Successful Entrepreneurs
Studies have shown that successful entrepreneurs possess these
characteristics:
1. Self-confidence
This is that magical power of having confidence in oneself and
in one's powers and abilities.
2. Achievement Oriented
...
Effective or Irritating: The Use of Pop Windows in
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Internet marketing. It seemed that every time one
opened a web page they would be bombarded with offers
for this or that. It had gotten to the point where
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Leadership Lessons For Sales Managers
Leadership, like class, is hard to define, but easy to spot. Someone once defined management as “the effective coordination of the efforts of the individuals in a group to accomplish that stated objectives of the organization.” Managers get...
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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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