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Casual Articles - Building Your Infrastructure to Sustain Your Service Strategy
The world that people live and work in is complex. The behaviours and skills required to solve a simple problem are always multi-dimensional. And yet much, or indeed most, training developed and executed in corporate training programmes are linear in nature. This mismatch between the real world and the training world makes it a certainty that organisations are wasting their training dollar.Even at the simplest level of required knowledge acquisition the old fashioned “chalk and talk”, where a trainer interacts with the audience in one direction with a frightening array of slides, the content of which is the same as the words spoken, is useless.Adults learn nothing at all when subjected to this kind of training.They may be stimulated by the presentation, engaged by the graphics and motivated by the speaker, but the chance of them remembering what is being taught is very slight.So what should be included in a training programme for adults?The elements of a training programme that help adults to learn include:Being engaged in the development of the training programmeRepetition to aid processing short term memory into long term memoryMaking connections between the learning and items already in long term memory to
Implementation is all about “getting ready" to launch a strategy, whereby execution is about consistently performing to a desired standard. Take for example a soda promotion at your local convenience store. The implementation phase would include activities such as: ordering the appropriate levels of product, getting promotional signage in place
Educational conferences feature motivational and educational sessions for industry newcomers and experienced executives in key business categories, including management, investment, technology and business skills development. They help explore and discover innovative education; products and services that will help arrive at solutions. Educational conferences help students gain a wide knowledge in the various fields of study and cope with fast developing technology. Participation by teachers, administrators and staffs at these conferences provides them with an awareness to build technology rich learning environments. Various conferences, conference dates, location, subject and other information such as prior booking, transportation and are listed in conference directories.Educational conferences based on medicine are very common, featuring nationally known speakers who present a variety of medical specialties. They provide ample curriculum hours and serve as a forum for sharing ideas and experiences with other participants. An added advantage of educational conferences is that they allow every participant to gain exposure to new research, participate in hands-on learning labs and meet many leaders in the medical field. Teaching and research based educational conferences are very in
The type of buying experience that you’ll remember and influences you to return to that company. So how many companies did you come up with?
Two points I’d like to make here:
1) I bet it took you awhile before a particular company came to mind. I doubt very much that a flood of companies blitzed your mind when you thought about that question, and
2) I bet the number of companies that you came up with can be counted on one hand…and I’ll bet you’ll have a few fingers left over. The sad reality is, consistently receiving great customer service is the exception, not the norm. So why is that? I can cite many root causes, but without question the biggest one is a lack of an organizational infrastructure.
Customer Service Infrastructure:
A customer service infrastructure is an organizational structure, which includes: systems, processes, policies and procedures that facilitate and support a continuous focus on the customer.
It all starts by building your organization from the customer backwards: not the other way around. An organizational structure that ensures a continuous, relentless and laser-like focus on the customer. An infrastructure is necessary because when it comes to a customer service strategy there is a distinct and marked difference between implementation and execution.
Implementation is all about “getting ready" to launch a strategy, whereby execution is about consistently performing to a desired standard. Take for example a soda promotion at your local convenience store. The implementation phase would include activities such as: ordering the appropriate levels of product, getting promotional signage in place,
EMBROIDERING ON JACKETSDigitizing and Embroidery TipsWHEN TO CHOOSE EMBROIDERYJackets are, for the most part, made of sturdy, tightly woven fabric and offer an ideal surface for embroidery. They run the gamut from conservative, ivy-league jackets to “off-the-wall” designer styles available in bright colors and bold geometric shapes. With such a broad range of jacket styles available, embroidery applications are appropriate in a wide variety of styles themselves—from small, signature logos to flashy “billboard” treatments.LOCATIONIn addition to traditional locations such as left and right chest, pocket and sleeve, the jacket back is available for embroidery and just the ticket for the popular “billboard” style used on wool and leather varsity jackets. The same “billboard” format works extremely well for high profile companies like Nascar, with its numerous sponsors, or Harley-Davidson, a company closely identified with leather jackets and a perfect candidate for a full jacket back treatment.Remember that the maximum size of any design is dependent on your embroiderer’s hoop size. Since the maximum size of most embroidery hoops is 14”, we recommend limiting your jacket back designs to 12” or 13.” A
Two points I’d like to make here:
1) I bet it took you awhile before a particular company came to mind. I doubt very much that a flood of companies blitzed your mind when you thought about that question, and
2) I bet the number of companies that you came up with can be counted on one hand…and I’ll bet you’ll have a few fingers left over. The sad reality is, consistently receiving great customer service is the exception, not the norm. So why is that? I can cite many root causes, but without question the biggest one is a lack of an organizational infrastructure.
Customer Service Infrastructure:
A customer service infrastructure is an organizational structure, which includes: systems, processes, policies and procedures that facilitate and support a continuous focus on the customer.
It all starts by building your organization from the customer backwards: not the other way around. An organizational structure that ensures a continuous, relentless and laser-like focus on the customer. An infrastructure is necessary because when it comes to a customer service strategy there is a distinct and marked difference between implementation and execution.
Implementation is all about “getting ready" to launch a strategy, whereby execution is about consistently performing to a desired standard. Take for example a soda promotion at your local convenience store. The implementation phase would include activities such as: ordering the appropriate levels of product, getting promotional signage in place
It's time to go after Wal-Mart, everybody's favorite corporate whipping boy......even if it's the customer who comes out ahead. Wal-Mart wants to open a limited-purpose bank in Utah from where it could provide service nationwide, but first it must secure approval from the Federal Deposit Insurance Agency (FDIC) and from Utah regulators. The retailer has said it merely wants to process its own credit and debit transactions, but opponents fear it is positioning itself to expand further into retail banking. Wal-Mart says it would save money if it could handle its own debit, credit and electronic-check transactions through an in-house bank. It says it would not offer payment processing to other retailers, nor open bank branches for the public. Opponents fear Wal-Mart eventually will open bank branches, forcing small community banks out of business.When Jack Pansegrau in Palm Springs, Calif., heard about the controversy, he sided with Wal-Mart. Maybe the company that has saved Americans "billions and billions" could drive down fees for use of automated teller machines and other charges, he wrote. Such letters now number nearly 2,000 - the largest-ever response to a bank application at the FDIC where the issue is so controversial that the FDIC has taken the unusual step of holding publi
Customer Service Infrastructure:
A customer service infrastructure is an organizational structure, which includes: systems, processes, policies and procedures that facilitate and support a continuous focus on the customer.
It all starts by building your organization from the customer backwards: not the other way around. An organizational structure that ensures a continuous, relentless and laser-like focus on the customer. An infrastructure is necessary because when it comes to a customer service strategy there is a distinct and marked difference between implementation and execution.
Implementation is all about “getting ready" to launch a strategy, whereby execution is about consistently performing to a desired standard. Take for example a soda promotion at your local convenience store. The implementation phase would include activities such as: ordering the appropriate levels of product, getting promotional signage in place
We are living in the Golden Age of Mankind. Not the Dark Ages, not the Middle Ages, not the Classical Age, the Industrial Age, but the Golden Age.What does this mean? Essentially historians have labeled our times as Golden because of the overwhelming possibilities for human beings to become prosperous and live lives of abundance and happiness.Yet despite such possibilities, many still struggle because the are unaware or choose to ignore the laws of financial freedom.Financial independence is simply defined as:The ability to live from the income of your personally invested resources.How does one go about reaching a point of financial independence? Glad you asked. Here we go, as practiced by self-made people from all walks of life.Extremely prosperous, financially independent people:1. Value their money. They value each dollar bill as a money seed. Wealthy people know that a dollar a day can grow into a million dollars. So they are very respectful of every dollar they spend.2. Control their money. They control their money down to the penny. Prosperous people take a few extra steps every time they spend money: (a) they shop for the best value, (B) they ask for and expect a discount, (c) they examine their re
It all starts by building your organization from the customer backwards: not the other way around. An organizational structure that ensures a continuous, relentless and laser-like focus on the customer. An infrastructure is necessary because when it comes to a customer service strategy there is a distinct and marked difference between implementation and execution.
Implementation is all about “getting ready" to launch a strategy, whereby execution is about consistently performing to a desired standard. Take for example a soda promotion at your local convenience store. The implementation phase would include activities such as: ordering the appropriate levels of product, getting promotional signage in place
A few months ago, arriving at a client’s office to begin a group meeting, I discovered that two women, who had committed to joining us for a series of meetings, had changed their minds. In less than two minutes, I convinced them to join us. Did I use some sort of magic? You bet I did. Would you like to know that magic?Neuro-Linguistic Programing (NLP), a science that studies the language of the mind, breaks down, step-by-step, the strategies humans use to connect with others. Most people believe that we communicate primarily through language and words. Yet, many business people are aware of body language and its importance in interacting with people. Some may be aware of studies that show that language has less influence on others than physiology and tonality. If we want to connect with others, it behooves us to be consciously aware of how we use physiology and tonality as well as how we use words.Here is the brake down of how we communicate: 7% through words, 38% through tonality, 55% through physiology. It’s clear that if we focus our communication only on words and language, we are missing out on 93% of our resources for communication. NLP teaches that anyone can establish rapport with another person instantaneously. Rapport in NLP is defined differently from its usual d
Implementation is all about “getting ready" to launch a strategy, whereby execution is about consistently performing to a desired standard. Take for example a soda promotion at your local convenience store. The implementation phase would include activities such as: ordering the appropriate levels of product, getting promotional signage in place, advertising, perhaps creating a store incentive program, and communicating and training store personnel. Once the soda promotion kicks off, the execution phase kicks in.
Execution involves: ensuring the signage stays fresh (and up!) throughout the duration of the promotion, product displays remain full and attractive, inventory levels are maintained, and most importantly, store employees consistently (there’s that word again) promote and suggest sell the product to every customer every time they come into the store - not sometimes, every time! (*)
Just imagine how much more soda convenience stores would sell if they excelled at the execution phase of the strategy? Good companies implement well, but great companies excel at both implementation and in particular execution. The ability to consistently execute is what separates the great companies from the good companies.
Unfortunately, most companies fail miserably at execution. Why? Because a customer service strategy unlike a product strategy is process driven vs. program, and a process requires a support system to succeed.
Paradigm Shift:
To launch and sustain a successful customer service strategy the first step in the process requires an organization to undertake a drastic paradigm shift. Most organizations are program oriented vs. process. Programs have a start and end date.
Metrics are developed and results are easily tracked. And at the end of the program period you know if it was a success or not because you can clearly see the results. A customer service strategy on
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