e one spending the dollars to purchase the product or service.

Third, what is the true purpose of business? Recently, I tried to purchase something from an infomercial and discovered that I had to sign up for monthly billing that could be cancelled at any time. Given that I knew my usage of this product's 30 day supply would extend beyond 90 days and with my schedule requiring me to be out of town on

Logic tells us that to increase sales begins by consistently improving customer service communication skills and knowing the purpose of business. However, during the last several weeks, I have noticed some consistent inconsistencies with companies who wish to increase sales.

First, communication is truly a problem within most organizations from the single reception desk to the multiple persons call centers. For example, given that my name is somewhat long and somewhat difficult to pronounce, Leanne Hoagland-Smith, I have made a definite and conscious effort to speak slowly and clearly when giving my name. However, over 80% of those customer service personnel who take my name make me repeat it at least two times. The issue is not my speaking clearly, but rather the customer service person not focused on hearing what I, as the customer, have spoken. What has happened is the creation of two habits (attitude of thoughts), one of asking for the name and the second not listening for the response.

Second, continuing with the communication problem is one of language and accents. Hearing someone with a non-English accent creates an attitude in me as well as many others because of past communication problems. If non-English individuals are to be employed in customer service call centers, then training should be given to ensure that their accents are not an obstacle to improving customer loyalty. The presumption that the customer should understand the business needs is false because I as the customer believe that the business should understand and more importantly meet my needs. After all, I, as the customer, am the one spending the dollars to purchase the product or service.

Third, what is the true purpose of business? Recently, I tried to purchase something from an infomercial and discovered that I had to sign up for monthly billing that could be cancelled at any time. Given that I knew my usage of this product's 30 day supply would extend beyond 90 days and with my schedule requiring me to be out of town on a

ters. For example, given that my name is somewhat long and somewhat difficult to pronounce, Leanne Hoagland-Smith, I have made a definite and conscious effort to speak slowly and clearly when giving my name. However, over 80% of those customer service personnel who take my name make me repeat it at least two times. The issue is not my speaking clearly, but rather the customer service person not focused on hearing what I, as the customer, have spoken. What has happened is the creation of two habits (attitude of thoughts), one of asking for the name and the second not listening for the response.

Second, continuing with the communication problem is one of language and accents. Hearing someone with a non-English accent creates an attitude in me as well as many others because of past communication problems. If non-English individuals are to be employed in customer service call centers, then training should be given to ensure that their accents are not an obstacle to improving customer loyalty. The presumption that the customer should understand the business needs is false because I as the customer believe that the business should understand and more importantly meet my needs. After all, I, as the customer, am the one spending the dollars to purchase the product or service.

Third, what is the true purpose of business? Recently, I tried to purchase something from an infomercial and discovered that I had to sign up for monthly billing that could be cancelled at any time. Given that I knew my usage of this product's 30 day supply would extend beyond 90 days and with my schedule requiring me to be out of town on

aring what I, as the customer, have spoken. What has happened is the creation of two habits (attitude of thoughts), one of asking for the name and the second not listening for the response.

Second, continuing with the communication problem is one of language and accents. Hearing someone with a non-English accent creates an attitude in me as well as many others because of past communication problems. If non-English individuals are to be employed in customer service call centers, then training should be given to ensure that their accents are not an obstacle to improving customer loyalty. The presumption that the customer should understand the business needs is false because I as the customer believe that the business should understand and more importantly meet my needs. After all, I, as the customer, am the one spending the dollars to purchase the product or service.

Third, what is the true purpose of business? Recently, I tried to purchase something from an infomercial and discovered that I had to sign up for monthly billing that could be cancelled at any time. Given that I knew my usage of this product's 30 day supply would extend beyond 90 days and with my schedule requiring me to be out of town on

f non-English individuals are to be employed in customer service call centers, then training should be given to ensure that their accents are not an obstacle to improving customer loyalty. The presumption that the customer should understand the business needs is false because I as the customer believe that the business should understand and more importantly meet my needs. After all, I, as the customer, am the one spending the dollars to purchase the product or service.

Third, what is the true purpose of business? Recently, I tried to purchase something from an infomercial and discovered that I had to sign up for monthly billing that could be cancelled at any time. Given that I knew my usage of this product's 30 day supply would extend beyond 90 days and with my schedule requiring me to be out of town on

e one spending the dollars to purchase the product or service.

Third, what is the true purpose of business? Recently, I tried to purchase something from an infomercial and discovered that I had to sign up for monthly billing that could be cancelled at any time. Given that I knew my usage of this product's 30 day supply would extend beyond 90 days and with my schedule requiring me to be out of town on a regular basis, this policy was not customer service friendly from my perspective. Additionally, beyond mortgage, car and credit card payments, I prefer not to have a company debiting my account on a monthly basis. If the purpose of business is to create loyal customers through the sales of quality products supported by exceptional service, then this company demonstrated a fundamental lack of understanding the purpose of business.

Increasing sales is, in many cases, quite simple if management truly understands the purpose of business and communicates that purpose consistently through the consistent alignment to its strategic plan. Of course, if there is no strategic plan, no vision, no values, it does not matter if there is a mission because the desired results of increased sales will continue to allude the organization.