Category: Customer Service

“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…

“Forget trying to “win.” Instead, make the customer feel you’re working together to make things right.”- Ron Burley Although the quote above is how most companies would like to conduct business and also follow this directive. However, with increasing technology and growing competition, more power has been handed to customers and rightly so. Customers have…

“One customer, well taken care of, could be more valuable than $10,000 worth of advertising.” – Jim Rohn You are in business and your business is successful. Kudos! It is tough with the current market scenario and the growing list of competitors. In the flow of this success it is easy to forget the most…

“The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.” —Theodore Roosevelt Every company and business has a definitive plan and strategy of how they want customers to perceive them. They know…

“We are what we repeatedly do. Excellence, therefore, is not an act but a habit.”- Aristotle Just like every other aspect of life, which in our opinion does not affect us we ask what’s in it for me? Troubleshooting being a realm that most people believe to be forte of ‘the technical team’ also seems…

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs Customers, customer satisfaction, customer expectations, customer loyalty – the list seems endless and it all boils down to the experience a customer has when interacting with your company and brand.…