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 By Gina Abudi, on July 18th, 2012 And what are you doing to change things?? Consider both your internal and external clients. What drives them nuts? What practices or processes do you have in place that are not conducive to good customer service? Let’s look at some examples of what might be driving your clients crazy: When employees contact HR for benefit […]  By Guest Blogger, on July 17th, 2012 James Lawther has worked for 20 years (and a bit more) in all sorts of operational roles, from counting frozen peas to chasing tax avoiders. Currently he is the Head of Operational Excellence for a FTSE 100 company. He writes about customer service operations at Squawk Point, It was raining, hard. I […]  By Tracey Smith, on July 12th, 2012 Whether I am in the office or at a conference, I have noticed that the phrase “I think we need to do an analysis,” invokes absolute fear in many people. Sometimes it’s the fear of not knowing analysis techniques, sometimes it’s the fear of what the data will reveal and often it is because they […]  By Thomas Charles Belanger, on July 11th, 2012 Please read Part I of this post for background information. Within any company the various organizational functions, such as Information Technology (IT) and Finance and Administration use their own specialized terminology. If you are working on a task force or project in which the team has members from several different companies, or if you have […] By Thomas Charles Belanger, on July 10th, 2012 “The most important thing in communication is to hear what isn’t being said.”- Peter Drucker Face-to-face communication is usually the most complete form of communication. When communicating face-to-face, you can read facial expressions and other body language. Video conferencing has improved substantially, and now also enables participants to see one another, though you usually cannot […] |
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