Jan
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Nov
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Oct
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Sep
29
  • The Importance of Service Processes

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    Early this year, I ordered an item from an online shop with a promise of next-day delivery. The following day, I got the item. Impressed by their service, I ordered another item in February, but it came after 4 days, with profound apologies. Last month, with reluctance, I ordered another item from the same shop. After 3 days, I was told the item was out of stock. Disappointed, but at least I got my money back. However, I’ll not buy […]

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Sep
22
Jul
21
  • The Cost of Poor Service

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    Poor customer service creates a leak in your organization, causing potentially loyal customers to slip away. In other words, poor service will cost your organization money. Lots of money. You incur this cost in two ways . . . Your customers won’t come back Your customers won’t recommend you to anyone So where is all the lost money going? 1. Direct loss of sales Have you ever tried to buy something from an organization, and their service became so poor […]

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Feb
24
  • Making Customers Satisfied is Out of Date

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    When you provide the right service at the right price, at the right time, and to the agreed-upon specifications, the customer is satisfied. This is the mission of most organizations because they assume that it is sufficient to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty show that this assumption is deeply flawed. Xerox, for several years in the past, polled 480,000 customers per year regarding product and service satisfaction using a five-point scale […]

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Jun
4
  • The 2 Things Customers Really Want

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    First is to be treated well. Second is to get the expected result. To help explain these two things, the following scenario will help: Yetunde wants to withdraw money over the counter from her bank account. We might consider the service to have the following stages, in order: Arrival at the bank Reception at the revolving security door Waiting to withdraw Interaction with the cashier while withdrawing Cash collected Departure She had gone to the bank and withdrawn money. Here […]

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Jun
4
  • How to evaluate the business impact of training programs

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    Training is aimed at improving individual and group performances and in turn influencing the overall performance of your business. Hence it is important to evaluate the impact of training programs and ensure that your employees can demonstrate a positive impact of the training through improved productivity. Some of the ways of doing this evaluation are post-training quizzes, one-to-one discussions, employee surveys, participant case studies, and official certification exams. However, there is a proven methodology – The Kirkpatrick Evaluation Model. Pioneered by […]

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May
14
  • When do team leaders lose their leadership?

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    Team leadership means providing guidance, instruction, direction and leadership to a group of individuals (the team) for the purpose of completing tasks successfully. The leadership component (highlighted) is what galvanizes other functions and helps to positively influence team members to want to follow. Hence when a team lead, supervisor, head of unit, or manager ‘work’ without the leadership component, people find it very difficult to follow them.  And some of the consequences are loss of motivation to work, low productivity, mismanagement of […]

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