Lettre De Motivation
eg:
UK
or
Brides UK
or
Classical Art
or
Buy Music
or
Spirituality
Toggle navigation
eg:
UK
or
Brides UK
or
Classical Art
or
Buy Music
or
Spirituality
Business & Money
Technology
Women
Health
Education
Family
Travel
Cars
Entertainment
SD Editorials
Online Guide and article directory site.
Foodeditorials.com
Over 15,000 recipes & editorials on food.
Lyricadvisor.com
Get 100,000 Lyric & Albums.
Video on Director Of Customer Service
View:
Similar Videos
Videos on Customer Service On Line
Videos on Customer Service Over The Phone
Videos on Customer Service Part Time
Videos on Customer Service Problem Solving
Videos on Customer Service Quality Assurance
Videos on Customer Service Quality Control
Videos on Customer Service Relationship Management
Videos on Customer Service Rep Ii
Videos on Customer Service Representative Careers
Videos on Customer Service Representative Responsibilities
Videos on Customer Service Representative Skills
Videos on Customer Service Retail Resume
Videos on Customer Service Role Plays
Videos on Customer Service Sales Representative
Videos on Customer Service Satisfaction Survey
Videos on Customer Service Software Survey
Videos on Customer Service Team Building
Videos on Customer Service The Office
Videos on Customer Service Tracking Software
Videos on Customer Service Training 101
Currently No Video Available
Director Of Customer Service
Danny Austin
It happens all the time:
Something goes terribly wrong in a customer order or transaction, and a
dedicated employee goes to tremendous lengths to make things right. The
delighted customer brings this employee's wonderful recovery to management's
attention, and the employee receives special recognition for his or her efforts.
But wait, is this a blunder?
It is when such
recoveries are the primary--if not the only--catalysts for employee recognition.
In such a culture, foul-ups become almost a good thing from the workers' point
of view. By creating opportunities for splashy recoveries, foul-ups represent
the only chance employees have to feel appreciated on the job. Attempts to
correct operational problems won't win much support if employees see these
problems as their only opportunity to shine.
Flashpoint businesses celebrate splashy recoveries, of
course--but they're also careful to uncover and celebrate employee efforts to
delight customers where no mistakes or problems were involved. This makes it
easier to get workers participating in efforts to permanently eliminate the
sources of problems at the systems level.
It's one of the most
common (and most costly) mistakes in business. Price becomes the deciding factor
in purchasing decisions only when everything else is equal--and everything else
is almost never equal. Businesses really compete on the perception of value, and
this includes more than price. It's shaped by the total customer experience--and
aspects such as "helpfulness," "friendliness" and "the personal touch" often
give the competitive advantage to businesses that actually charge slightly more
for their basic goods and services.
Those businesses that
deliver a superior total experience from the inside out (that is, as a product
of a strongly customer-focused culture) are typically those that enjoy a
long-term competitive advantage--along with virtual immunity from the kinds of
headaches that plague everybody else.
Next Paragraph..
A Guide to Business
|
Guide to Technology
|
Guide to Women
|
Guide to Health
|
Family Guide to
|
Travel & Vacations
|
Information on Cars
