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Don't Go For Broke
In the last six months of 2001 many businesses took a direct hit that rocked the foundation of their financial business security. Different mentalities have emerged in reaction to the shift in economy from "go for broke" to "just give up." ...
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Does Your Customer Service Suck?
As a customer, I know what it's like to be on the customers side
of the counter. You want to turn over your hard earned money for
goods or services. You are then confronted with attitude,
rudeness and utter disregard for just how hard you have...
Why Work from Home?
Have you noticed? There is a lot of publicity these days about working from home - increasing numbers of people are dreaming of leaving the rat race; TV programmes are made showing families leaving the city and moving to a rural retreat; and more...
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Defining The Qualities of A Professional
In today's business climate we are experiencing more interest in professionalism. The past five years provided many successes; however, most have been overshadowed by the non-ethical behavior of a few. Some people lost most of their retirement...
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Improvingcustomer service in large stock registrar cmpany
ROBLEM
The organization was always working under a crisis mode, with the managers feeling pressured and "under the gun".
There was discord and resentment among the manager team, which reflected in the employees.
Re-work and bureaucracy were eminent.
Two of the managers were at odds with each other, which was evident to the employees, and created additional discord.
The Customer Service group showed a lack of concern for the customers, assuming that it was "OK" to wait in line, be referred to another line, come back another day for certain transactions, etc.
Customer were complaining for lack of service and long waiting lines.
SOLUTION
Management Resources Inc. (MRI) :
Facilitated a customer needs analysis and company needs analysis sessions.
Conducted focus groups with customers and employees
Worked with the managers in developing strategic plans and objectives
Established work priorities and set specific goals that were deployed throughout the organization
Initiated a program to aid in replacing undesirable attitudes with positive ones
Conducted a Team Building
workshop for managers
Conducted a Customer Service session for the Customer Service group
RESULTS
Results became very visible:
Sensitivity to the customer increased throughout the organization, not only at the management level but particularly in customer representatives.
The management team became more cohesive and learned to respect each other’s opinions and reach consensus on departmental issues.
The managers in conflict learned to work with each other, which resulted in improved cooperation and better service to the customer.
Their two departments became more productive and morale improved.
The attitudes of all involved showed considerable improvement.
Many customers expressed satisfaction to the new corteous and speedy manner they were treated.
Managers became more confident and allowed room for initiative from their employees.
This resulted in process improvements and increased customer satisfaction due to reduced bureaucracy.
The "empowered" employees were more satisfied and productive.
About the Author
Managing parner, Management Resources, Inc
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