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Tag Archives: customer service
Customer Focus by Everyone
There are many critical elements to a management system. One that is fundamental, yet still poorly executed far too often, is creating a system where all staff can focus on enhancing value to the customer every day. If your enterprise … Continue reading
Posted in Customer focus, Deming, Management, Systems thinking
Tagged build capacity, Customer focus, customer service, Deming, management, Systems thinking
6 Comments
Simple Customer Care: Communicate
Some management issues are hard. You are often balancing priorities. Sometimes though it is extremely simple: either you have concern for customers and take actions to back that up or you have some concern but don’t do anything about it. … Continue reading
Posted in Customer focus, IT, Management
Tagged bad customer service, bank, Customer focus, customer service
2 Comments
The Customer is the Purpose of Our Work
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider … Continue reading
Posted in Customer focus, Management, Psychology, quote, Respect, Systems thinking
Tagged aim, Customer focus, customer service, food, Psychology, purpose, quote, respect for people
6 Comments
Be Thankful for Customer That Are Complaining, They Haven’t Given Up All Hope
I ran across this message and liked it (by wuqi256): My time spent in a fast food chain (factory worker on weekends and security guard at night, yes really thanks to them, i have great jobs like that) when i … Continue reading
Posted in Customer focus
Tagged Creativity, Customer focus, customer service, Process improvement, Psychology
1 Comment
The Impact of Leadership on Business Outcomes
Guest post by Joe Folkman Have you ever been part of an organization where things were proceeding smoothly, where goals were achieved, people were busy and the organization was doing well? Then, a new leader came and everything suddenly changed … Continue reading
Posted in Customer focus, Psychology
Tagged customer service, guest post, leadership, Psychology
6 Comments
Rude Behavior Costs Companies
Approximately one-third of consumers surveyed reported they’re treated rudely by an employee on an average of once a month and that these and other episodes of uncivil worker behavior make them less likely to patronize those businesses. Customers rarely report … Continue reading
Posted in Competition, Customer focus, Psychology, Respect
Tagged bad service, Customer focus, customer service, management research, Psychology, respect for people
6 Comments
When Companies Can Treat You Like an ATM, Many Will Do So
The End of Refrigeration One small custom chip, some relays, a transformer, a couple of heat sinks, and a bunch of passive parts. Maybe a build cost of $20-30 or so? But GE’s price to me was $250, plus $150 … Continue reading
Delighting Customers
If you have customers that see you as adequate you will keep customers based on inertia. But you have several big problems awaiting you. Those trying to win your customers business only have to overcome inertia – which can be … Continue reading
Aligning Marketing Vision and Management
Why do so many companies market one thing and provide something else? I know it might be easier to sell something different than what you offer your customer today. But if you decide to market one vision, why don’t you … Continue reading
Posted in Customer focus, Management, Popular, quote, Respect, Systems thinking
Tagged Customer focus, customer service, John Hunter, management, marketing, Popular, quote, respect for people, Systems thinking
6 Comments
Lean Inventories Do Not Excuse Failing to Deliver
Low inventory levels do not mean failing to have products available for customers. Now, if you manufacturing in huge batches and can’t respond to customer feedback then it might mean failure to predict customer demand does mean failure to deliver. … Continue reading
