Program words of wisdom:-
War is like a game of who wins or lose.
A business whose customers start to go elsewhere becomes the paramount concern to take every opportunity to delight both it’s internal & external customers. 5 interesting edicts are as follows.
Strategy 1
“He who can modify his tactics in relation to his opponent and thereby succeed in winning may be called a heaven-born ed captain”.
Learn to modify what you are doing, improving on it & differentiating your product or services so you stand out from the crowd giving your customer something fresh & interesting.
Strategy 2
“There is no instance of a country having benefited from prolonged warfare”
Quickly identify any grievance and acting swiftly to resolve it effectively. Placate the customer and provide quick recovery.
Strategy 3
“Know thyself- know thy enemy”
Know your strengths & weaknesses enabling improvement on the former & minimize the latter. Assume your customer as the “enemy” you battle to win him over in fulfilling his needs and delighting him too. Customers drive your business and if you are unable to go the extra mile to satisfy their needs and wants, then you will lose the battle for their loyalty.
Strategy 4
“ What the ancients called a clever fighter is one who not only wins, but excels in winning with ease”.
Master the art & science of customer service to manage all kind of customers- especially the difficult ones. Do not be complacent & takes customers for granted. Be alert to relationship threats.
Strategy 5
“In battle, there are not more than 2 methods of attack- the direct and the indirect; yet these 2 in combination give rise to endless series of manoeuvres.”
Assess the situation to see what is the best course of action, constantly review new initiatives to ensure delighted customers keeps coming back for more. Example of a “direct” method is how we treat our customer during his visit to our plant giving him a very good impression of your company. “Indirect” method could be discounts or frequent update of production progress.
Kacak5 Management
Tuesday 22 December 2009
Monday 14 December 2009
Treat Complaints as Gift Part 3
Program words of wisdom:-
In couple courtship, we complaint alot to the other party, being in love & is interested for the other party to improve. If after repeated complaint, it become irreconcilable difference where we starts to go our separate ways hence complaints stops.
Embrace a complaint friendly service culture
This starts from the top, even at CEO's level as "leaders have to provide the direction, the monetary support and the motivational juice to inspire all".
Encouraging a culture where no one gets scolded for receiving a complaint, the leaders must first be supportive and engaged. 5 maxims as follows;
1. Complaints are gifts to us and they are valuable.
2. Complaints are to be resolved at the first point of contact.
3. Complaints are to be logged.
4. Staff take ownership of complaints.
5. Root causes of complaints are to be uncovered and eliminated.
An effective complaint management & resolution framework will be the next differentiators of good service for customer to divert more businesses to you. We will have an edge over our competitors in generating better customer loyalty and, in turn, profitability.
Kacak5 Management
In couple courtship, we complaint alot to the other party, being in love & is interested for the other party to improve. If after repeated complaint, it become irreconcilable difference where we starts to go our separate ways hence complaints stops.
Embrace a complaint friendly service culture
This starts from the top, even at CEO's level as "leaders have to provide the direction, the monetary support and the motivational juice to inspire all".
Encouraging a culture where no one gets scolded for receiving a complaint, the leaders must first be supportive and engaged. 5 maxims as follows;
1. Complaints are gifts to us and they are valuable.
2. Complaints are to be resolved at the first point of contact.
3. Complaints are to be logged.
4. Staff take ownership of complaints.
5. Root causes of complaints are to be uncovered and eliminated.
An effective complaint management & resolution framework will be the next differentiators of good service for customer to divert more businesses to you. We will have an edge over our competitors in generating better customer loyalty and, in turn, profitability.
Kacak5 Management
Thursday 10 December 2009
Treat Complaints as Gifts part 2
Program words of wisdom:-
Silent means something is wrong somewhere nobody dare to say anything.
Create an effective complaint management framework
Here are some right activity to welcome these feedback gifts for resolution management.
- A simple process for making a complaint;
- Active and empathetic listening by the company's personnel;
- Open communication with the customer;
- Timely and sincere process if the customer is not satisfied; and
- A systemto process the complaint datato aid learning and improvement of the company's service.
Preferably all employees should bve trained to be "receipt owners", that is, they are able to receive and acknowledge any complaint relevant to their work and about the company as a whole.
A resolution to ensure more tha 90% of complaints are resolved to the customer's satisfaction within 3 days.
Kacak5 Management
Silent means something is wrong somewhere nobody dare to say anything.
Create an effective complaint management framework
Here are some right activity to welcome these feedback gifts for resolution management.
- A simple process for making a complaint;
- Active and empathetic listening by the company's personnel;
- Open communication with the customer;
- Timely and sincere process if the customer is not satisfied; and
- A systemto process the complaint datato aid learning and improvement of the company's service.
Preferably all employees should bve trained to be "receipt owners", that is, they are able to receive and acknowledge any complaint relevant to their work and about the company as a whole.
A resolution to ensure more tha 90% of complaints are resolved to the customer's satisfaction within 3 days.
Kacak5 Management
Tuesday 8 December 2009
Positive attitude for Program Managers
Program words of wisdom:-
If you have the will, there is a way.
If you tend to have a negative outlook, don’t expect to become an optimist overnight. But with practice, eventually your self-talk will contain less self-criticism and more self-acceptance. You may also become less critical of the world around you. Plus, when you share your positive mood and positive experience, both you and those around you enjoy an emotional boost.
Practicing positive self-talk will improve your outlook. When your state of mind is generally optimistic, you’re able to handle everyday stress in a more constructive way. That ability may contribute to the widely observed health benefits of positive thinking.
Examples of typical negative self-talk and how you might apply a positive twist include:
I’ve never done it before => It’s an opportunity to learn something new
It’s too complicated => I’ll tackle it from a different angle
I don’t have the resources => Necessity is the mother of invention
I’m too lazy to get this done => I wasn’t able to fit it into my schedule but can re-examine some priorities
There’s no way it will work => I can try to make it work
It’s too radical a change => Let’s take a chance
No one bothers to communicate with me => I’ll see if I can open the channels of communication
I’m not going to get any better at this => I’ll give it another try
Researchers continue to explore the effects of positive thinking and optimism on health that positive thinking may provide include:
Increased life span
Lower rates of depression
Lower levels of distress
Greater resistance to the common cold
Better psychological and physical well-being
Reduced risk of death from cardiovascular disease
Better coping skills during hardships and times of stress
It’s unclear why people who engage in positive thinking experience these health benefits. One theory is that having a positive outlook enables you to cope better with stressful situations, which reduces the harmful health effects of stress on your body. It’s also thought that positive and optimistic people live healthier lifestyles — they get more physical activity, follow a healthier diet.
Kacak5 Management
If you have the will, there is a way.
If you tend to have a negative outlook, don’t expect to become an optimist overnight. But with practice, eventually your self-talk will contain less self-criticism and more self-acceptance. You may also become less critical of the world around you. Plus, when you share your positive mood and positive experience, both you and those around you enjoy an emotional boost.
Practicing positive self-talk will improve your outlook. When your state of mind is generally optimistic, you’re able to handle everyday stress in a more constructive way. That ability may contribute to the widely observed health benefits of positive thinking.
Examples of typical negative self-talk and how you might apply a positive twist include:
I’ve never done it before => It’s an opportunity to learn something new
It’s too complicated => I’ll tackle it from a different angle
I don’t have the resources => Necessity is the mother of invention
I’m too lazy to get this done => I wasn’t able to fit it into my schedule but can re-examine some priorities
There’s no way it will work => I can try to make it work
It’s too radical a change => Let’s take a chance
No one bothers to communicate with me => I’ll see if I can open the channels of communication
I’m not going to get any better at this => I’ll give it another try
Researchers continue to explore the effects of positive thinking and optimism on health that positive thinking may provide include:
Increased life span
Lower rates of depression
Lower levels of distress
Greater resistance to the common cold
Better psychological and physical well-being
Reduced risk of death from cardiovascular disease
Better coping skills during hardships and times of stress
It’s unclear why people who engage in positive thinking experience these health benefits. One theory is that having a positive outlook enables you to cope better with stressful situations, which reduces the harmful health effects of stress on your body. It’s also thought that positive and optimistic people live healthier lifestyles — they get more physical activity, follow a healthier diet.
Kacak5 Management
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