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19 Ultimate Success Tips for your Online Business
1. Your first ultimate start must include written goals and plans.
2. Don't wait for everything to be exactly right to start...THERE WILL NEVER BE A "PERFECT" TIME! Start now, with whatever you have. The things you need will come to you as...
Does Your Customer Service Suck?
As a customer, I know what it's like to be on the customers side
of the counter. You want to turn over your hard earned money for
goods or services. You are then confronted with attitude,
rudeness and utter disregard for just how hard you have...
How To Create A Stream Of Income
I must say a lot of people today dream to live a comfortable life but most of them don’t do anything to fulfill that dream. I was one of those people myself until not long ago. It seemed as though there was a way to total abundance in life but I...
Leadership Development: Turn On Your Employees
The concept of leadership
development is not new. Over the last few decades, many
scholars and business leaders have written books, articles, and
curriculum on this topic. So, why another article? Simply put,
the message isn't getting to front...
Part 2 of 5 - How "Pipe Dreams" Can Become Realities!
CATCH UP WITH YOURSELF Now's the time to evaluate your life and your desires. Go ahead and test yourself - nobody's looking. Try to find out what your inner desires really are. Once you know, you can formulate a plan of action, and then...
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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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