Yonyx Posts

“Revolve your world around the customer and more customers will revolve around you.” – Heather Williams Do you remember when as a child you walked in to a local shop tightly holding your parent’s hand and being greeted by the gentle, kind and friendly old person behind the counter? He spoke to your parents by…

“The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing”. – John Russell To enable customers to contact a company directly and at any time with human interaction, companies are focusing and investing heavily in call centers. Call centers or contact centers are…

“When a customer likes you, trusts you, and feels as though they are important to you – that customer is all yours” – Shaun Belding A company’s success rests on many pillars but by far the most important and strongest pillar is customer service. Improving the skills of customer service staff is a sure way…

“Very few people use landline phones for much of anything. So when you talk about things like online chat and social media messages and emails, what you’re really talking about is the full extent of human communication.” – Glenn Greenwald Customers have been given the leeway to choose and choose they do! They take their…

“Maintenance is terribly important.” – Manolo Blahnik Nothing very fancy, but drives home the point, doesn’t it? In everyday life, all of us are general maintenance and repair workers as we often carry out some kind of maintenance tasks in the equipment we use. For example – after using a mixer grinder, the user would…

“For every effect there is a root cause. Find and address the root cause rather than try to fix the effect, as there is no end to the latter.” We have, in earlier expositions, looked at the broad principles of troubleshooting. Root Cause Analysis in Troubleshooting is being covered separately since without knowing what the…

“Once you create a loyal customer base, it’s tough for a competitor to take that away.”- Joe Mansueto Attrition or turnover in business is very real. Companies have employee turnover and if they do not have customer focused processes and strategies, customer turnover is also fast and high. Exodus in both these areas directly hits…

Reiteration is the best way to get a point across! The problem solving principles of troubleshooting essentially follow two broad evaluations – the evaluation of the problem condition and evaluation of the resolved condition. The evaluation of the problem state questions the current situation and asks what is not correct about the way the system…

“We are approaching a new age of synthesis. Knowledge cannot be merely a degree or a skill…it demands a broader vision, capabilities in critical thinking and logical deduction, without which we cannot have constructive progress” – Li Ka Shing The pace of technology is increasing at a pace that is unprecedented and in a way…