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Great Frontline Employees can Increase Bottom-line
“Your bottom-line starts with your front line”. – John Villere This quote encompasses the essence of the subject – it is a fact that the frontline employees are the face of the company and their demeanour and customer service would define the company. Frontline employees are the ones that come in direct contact with the…
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Keeping Customers for Life
“Exceed your customer’s expectations. If you do, they’ll come back over and over. Give them what they want – and a little more”. – Sam Walton Customers are allowed to be fastidious – they invest in a company with time and money and very often have to put up with not so great service. However,…
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Service wins the game
“Even your most loyal customers always have a choice about where to take their business”. – Marilyn Suttle Customers and companies continue to remain fascinated and intrigued by incidents that related to exceptional customer service. Truly, these are not just ‘stories’ but should serve as regular and needed reminders of how service wins the game…
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Are Employees Scaring off Customers?
Customer service is tough! As simple or as complicated as this statement may be, it is arduous to maintain high standards of service and professionalism at all times, especially when customers tend to push the limits of patience. Humans tend to get emotionally more intense when they feel they are being attacked and that’s how…
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The Dangers and Rewards of Innovation
“There’s no good idea that cannot be improved on.” – Michael Eisner The Business Dictionary defines innovation as – The process of translating an idea or invention into a good or service that creates value or for which customers will pay. Pretty straightforward isn’t it! For a company innovation means creating new products and or…
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Importance of Cross-cultural Training
“If we are going to live with our deepest differences then we must learn about one another”. – Deborah J. Levine The world has shrunk! It’s true – in the current scenario wherever you, wherever you work and live, you are sure to be interacting with people from different countries. They could be your co-workers,…
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Are you Serving your E-customers Well?
“Customer service is the new marketing.” – Derek Sivers The quote holds true even for e-business and E-customers. It is vital to harness the potential of the opportunities that exist in the e-world and companies that have mastered the art of tailoring their products and customer service to ‘fit’ the e-customers will be successful in…
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Culture as the Defining Feature in a Company
“Maintaining an effective culture is so important that it, in fact, trumps even strategy.” – Howard Stevenson Anyone running a business or employed in a company knows that there is something that defines the company. A certain feature that makes the company stand out despite the products and or services being similar to others and…
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Investing in Customer Service Software
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts” – Jeff Bezos The very backbone and cornerstone of a company are customers and the kind of customer service they are provided will determine whether…
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Dealing with Unfair Customers
Companies agree that customers are the line-blood of their existence and to that end most adopt the maxim that ‘customers are always right’ as the basis to deliver high quality customer service. Some customers seem grateful and work with the company to ensure success for their endeavours and for the company. However, on closer investigation…
