Category: Customer Service

“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…

“I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better”. – Elon Musk How does anyone know whether they are making a difference by what they are doing or not doing? This is true of companies and also the…

“Innovation is any change big or small that makes a difference.” – Thomas Smith Innovation for the sake of it does not make it effective but rather such people or companies that are only making attempts at innovation to be part of the bandwagon. However, if it is not effective innovation it will lose its…

“Central goal of conflict of interest policies is to protect the integrity of professional judgement and to preserve trust rather than to re-meditate bias or mistrust after it occurs.” – Institute of Medicine of the National Academics 2009 Conflicts are a very real part of life and definitely in professional settings. Too many of these…

“You can receive all the compliments in the world, but that won’t do a thing unless you believe it yourself.” – Criss Jami Anyone running a company and in business will tell you that even tougher to get than profits, are customer compliments. These words of kindness and approval are elicited from customers only when…