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Before they buy what you say - 10 steps to selling yourself
You are the product We're all in the selling business whether we like it or not. It doesn't matter whether you're a lawyer or an accountant, a manager or a politician, an engineer or a doctor. We all spend a great deal of our time trying to...
Negotiating Rates with Your Credit Card Company
Ok, let’s face it, everybody hates high credit card rates, and they drain hard earned money out of your wallet. As a valued consumer, it is apparent that you learn how to negotiate to get the absolute best rate that you possibly can. The good...
The 11 Best Money Saving Ideas of All Time - Part 2
This article is free to publish with resource box If using this article, please send a brief message to mailto:palyn@futureinternetmarketing.com - Word Count: 924 words, 25 word resource box - Format: 60 characters per line - URL:...
"The Little Corporation Who Cried Wolf" Part 2
So...are you guys all revved up and ready to go? Are you committed to doing whatever it takes to motivate your staff and create a super-charged, mega-energized department?? As we discussed last time, your attitude and motivation level is absolutely...
Tips for Curing Bad Customer Service
Bad customer service is everywhere these days — unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It’s no longer an exception ... poor service has become the...
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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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