Category: Customer Service

“The foundation of excellence lies in the problem resolution process: listening, empathizing, apologizing, solving.” – Gallup.com With the rise of the internet, social media and a host of communication channels, each person connected via them is consistently communicating and reaching out to someone. This is obviously true of customers too and those companies that are…

“Longer posts usually perform better on every level.” – Neil Patel In this fast paced age where everything is available at the click of the button, especially information, you would wonder why we are speaking about long form content. In a high-speed environment and time of ‘instant gratification’ is it not better to have content…

“Resistance is thought transformed into feeling. Change the thought that creates the resistance, and there is no more resistance” – Robert Conklin The phrase “change is the only constant” is oft heard and repeated. However the resistance to change is also a reality and proves to be an extremely challenging and impenetrable problem and many…

“Top two reasons for customer loss: 1. Customers feel poorly treated and 2. Failure to solve a problem in a timely manner.” – Report by Harris Interactive In the previous exposition we spoke about the fact that customers leave when they feel they received slovenly treatment. Equally important is the fact that they expect timely…

“Remember whatever the medium is, it’s a human interaction.”- Daniel Post Senning Excellence in customer service is the foundation for every successful company and a very major portion of such service is about the way customers are ‘treated’ over the telephone. Poor telephone etiquette in business can and do have some serious consequences as a…

“For innovation to flourish, organizations must create an environment that fosters creativity; bringing together multi-talented groups of people who work in close collaboration together – exchanging knowledge, ideas and shaping the direction of the future.” – Linda Naiman We are going to talk about all the aspects of creativity and how a company can benefit…

“People need maintenance and upgrades even more than machines do.  Retraining is maintenance.  Training is an upgrade.  Development is the next generation model.” – Clancy’s quotes The quote above sums up why training and development of employees is crucial and can be the difference between success and failure for a company. In fact training and…

“Diversity: the art of thinking independently together”. – Malcolm Forbes If you are running a company or a business you know the reality that globalization has shrunk the world in many ways. It is not unheard of that a single company will employ people from all walks of life, any race, caste, religion, ethnic group…

“Recognition is a short term need that has to be satisfied on an on-going basis – weekly, maybe daily.” – www.gallup.com As competition rises, even the best and largest companies have to work very hard at gaining success and at raising the productivity levels of their employees. Huge amounts of money and time are spent…

“The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers.”– Sybil F. Stershic In an earlier exposition we spoke about how continuous feedback and other methods lead to a motivated workforce. A motivated workforce is more tenacious, resilient and has a lot…