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QUALITY AND CUSTOMER SERVICE 13 Aug 2013 | 04:20 pm
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. PETER DRUCKER Quality measurements in manufacturing teams are actually somewhat easy to...
MEASURING FIRST CALL RESOLUTION (FCR) 2 Aug 2013 | 06:51 pm
“Kellogg” brand “candle stick” style telephone from c. early 20th century. (Photo credit: Wikipedia) What is First Call Resolution? First Call Resolution or FCR is a common calculation in the Call C...
DEALING WITH IRATE AND DIFFICULT CUSTOMERS 12 Jul 2013 | 05:34 pm
The unfortunate fact of the matter is that you will receive complaints from customers. Sometimes these are warranted and sometimes not. Having the skill and patience to deal with these types of issu...
FINANCE 101 – HAVE TARDIS WILL TRAVEL! 17 Jun 2013 | 03:32 pm
I have to be honest, when I started studying Finance, I didn’t expect to encounter Time Travel as a fundamental feature of the course, but perhaps unsurprisingly for those with some experience of ...
CUSTOMER SATISFACTION 4 Jun 2013 | 08:09 pm
Happy Staff = Happy Customers There are many studies that demonstrate a link between satisfaction in your employees and the service that they provide to the customer. The simple truth is that a custom...
AGE OF ENTREPRENEURS 11 May 2013 | 02:21 am
Entrepreneurs are the driving force of economic growth in most countries and while they don’t get the same “face time” as big business, they are instrumental in the creation of new products and servic...
WHAT DOES CUSTOMER SERVICE COST? 1 May 2013 | 02:49 pm
Customer Service is not really about your company as much as you might like to think it is. It is not about your products and services either – rather customer service is measured by your customers. K...
THE 80/20/30 RULE 9 Apr 2013 | 08:30 pm
In a nutshell (and from a business point of view) – the 80/20 Rule species that 80% of your revenue comes from 20% of your customers. Often called the Pareto Principle after an Italian economist, the...
GOAL SETTING AND MANAGEMENT 2 Apr 2013 | 04:19 pm
Goals are useful tools for channeling behavior and helping to target objectives that businesses’ are interested in, however to be effective – goals need to be clearly stated and well defined. When ex...
ORGANIZATIONAL BEHAVIOUR 14 Mar 2013 | 03:03 pm
Over the course of many months there will be a variety of posts going up discussing this topic and how it can be used to best manage your teams and resources. Please bookmark this page and/or come ba...
