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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…
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Company’s culture will affect customer service
“If you get the culture right, most of the other stuff will take care of itself.” – Tony Hsieh This quote also means that furthering the cause of customer service and customer satisfaction can also be done through a company’s culture. In fact the culture of the company has proved to be one of the…
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The Power of Customer Retention
“In this age of the customer, the only sustainable competitive advantage is knowledge and engagement with customers.” – Forrester Companies that appreciate the power of customer retention know it to be the most cost effective and lucrative policy and one that is extremely crucial in today’s cut-throat business scenario. It is a known fact that…
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Silent Customers – not a good sign
“For every customer who bothers to complain, 26 other customers remain silent.” – Research The statistics and research do not lie – most customers will not bother to complain. Why should they when there are so many options in the market today? Silent customers are however, the kind you do not want your business to…
