Raymee

Clear communication... Great things can be achieved by these words. Just ask Brian Lara… I’m talking about simple and clear communication. In cricket, when batting, it is easy to be run out owing to unclear messages between the batsmen. So, the only commands are “yes, no and wait”. One does not sound like the other so there is no confusion. We can learn a lesson from this – our messages in customer service must be unambiguous. [ 174 more words ]

Yes, No, Wait… Clear communication… Great things can be achieved by these words. Just ask Brian Lara… I’m talking about simple and clear communication. In cricket, when batting, it is easy to be run out owi…

Part I When you have the freedom to give great customer service, what do you do? Some companies don’t have that luxury In some companies, employees must adhere to strict standards. These companies are either large or experienced. There is a range of complex criteria and agreements to fulfil. These are aimed at providing first-rate customer service. But, very often, in practice they turn out to feel forced and impersonal. [ 118 more words ]

Discipline & Freedom Part I When you have the freedom to give great customer service, what do you do? Some companies don’t have that luxury In some companies, employees must adhere to strict standards. These companies …

“Any man who must say, I am the king, is no true king.” ~ Tywin Lannister ~ “True power comes from where people believe it comes from. Not from where you say it comes from. The best leaders are followed based on the collective will, not because they say, “I am the boss.” Power and influence often come from unexpected places.” [ 257 more words ]

Leading from the back “Any man who must say, I am the king, is no true king.” ~ Tywin Lannister ~ “True power comes from where people believe it comes from. Not from where you say it comes from. The best leaders are fol…

Yesterday, I returned some rancid cheese to one of my favourite supermarkets. But immediately it was met by its mouldy bread! The supervisor displayed great annoyance when telling me that I did not have a bill. However, the label on the cheese had the company logo. There was also a date marked 29/01/19. She informed me that: The company policy was to present a bill when returning goods. [ 290 more words ]

Every Mouldy Bread Yesterday, I returned some rancid cheese to one of my favourite supermarkets. But immediately it was met by its mouldy bread! The supervisor displayed great annoyance when telling me that I did not…

Bane: [to Stryver] Leave us! John Daggett: No! You stay here, I'm in charge! Bane: [puts his hand on Daggett's shoulder] Do you *feel* in charge? [Stryver leaves] John Daggett: I paid you a small fortune. Bane: And this gives you *power* over me? ____________________________________________________________________________________________ Bane gives us these words of wisdom in the 2012 Batman movie, “The Dark Knight Rises”. [ 347 more words ]

Win by Losing Bane: [to Stryver] Leave us! John Daggett: No! You stay here, I’m in charge! Bane: [puts his hand on Daggett’s shoulder] Do you *feel* in charge? [Stryver leaves] John Daggett: I paid y…

Perspective. ____________________________________________________________________________________________ … something a customer is not entitled to, but you give it to him as a gift. … focusing on customer transactions but only fixing something if it is broken. … delivering more than the customer expects (which is probably what he needs. ~ ᵒ John Tschohl ᵒ ~ ____________________________________________________________________________________________ … moments of brilliance? … a well-orchestrated photo opportunity? [ 70 more words ]

Service is… Perspective. ____________________________________________________________________________________________ … something a customer is not entitled to, but you give it to him as a gift. … focusing on …

Part II Can any lipstick make this ugly mug look pretty? The example of a customer service culture must be set by those at the very top. It must be done with enthusiasm if it is to have any lasting power. Part I of this article discussed an example of what Visible Customer Service should be. This article looks at: [ 271 more words ]

Visible Customer Service? Part II Can any lipstick make this ugly mug look pretty? The example of a customer service culture must be set by those at the very top. It must be done with enthusiasm if it is to have any lasting…

Part I The CEO and those in management must show commitment to customer service to the rest of the organisation. And, they must do so in a visible way to motivate everyone by their firmness of purpose. They must set the example. Visible Customer Service – what is it? My mentor once gave me a story about when she was the CEO of an advertising company. [ 299 more words ]

Visible Customer Service Part I The CEO and those in management must show commitment to customer service to the rest of the organisation. And, they must do so in a visible way to motivate everyone by their firmness of purp…

Some years ago, there was a peculiar problem at my office and my only solution was to use a typewriter to prepare a document. The important thing was that I and most of my colleagues were lost as to how to use it to create a perfect certificate. One lady was familiar with it and guided me through it. The fascinating ( [ 292 more words ]

Ageism in the Workplace Some years ago, there was a peculiar problem at my office and my only solution was to use a typewriter to prepare a document. The important thing was that I and most of my colleagues were lost as t…

The man who passes the sentence should swing the sword! - Eddard Stark When you make tough decisions, be willing to see them through. It means that leaders who are unwilling to do the things that they ask others to do will lose touch with reality. They will not experience the hardships that their decisions bring about. They will be oblivious to the confusion that they have caused and will remain steadfast in their decision because they are unwilling to admit that they have made a mistake. [ 227 more words ]

Leading from the front The man who passes the sentence should swing the sword! – Eddard Stark When you make tough decisions, be willing to see them through. It means that leaders who are unwilling to do the things …