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Has customer service become an oxymoron in the 21st Century? (An oxymoron is a figure of speech that combines normally contradictory terms.) Every day it seems the levels of customer service we have forced upon us appears to be deteriorating.
In all states and territories of Australia the Department of Fair Trading or similar bodies recognises the right of consumers to complain about service issues. Despite this many businesses and organisations appear to deeply resent any type of complaint and will even abuse customers, hang up the phone and then scheme up ways of punishing that customer - a sure way to lose customers.
Most people, particularly older people, are fed up with having to deal with disinterested people who often possess poor language skills, in remote call centres. Have generation X and generation Y become resigned to appalling levels of service? Perhaps these generations grew up with little expectation of excellence in customer service?
For details of my new Customer Service handbook with colour illustrations, email me - rodney@sydneybusinesscentre.com
Be Your Own Business Consultant and Analyse Your Business
What would a consultant tell you about your business?
Sydney Business Centre have a new workbook you can use to be your own business consultant and analyse your business as a business consultant would whether you are a business owner or business manager.
It covers a wide range of issues from Why be involved in a business to exit strategies.
This workbook contains a wide range of diagnostic prompts, tables, checklists, diagrams and suggestions across a broad section of business skills and business topics that are intended to provide aid and assistance in identifying and improving problem areas in the continual search for business improvement.
Sydney Business Centre have a diverse range of Business Manuals to complement this workbook -Your text goes here -for full details.
You have a great idea that you feel certain has huge commercial possibilities, but you have no idea how to go about undertaking the commercial aspects. Simultaneously you probably think if someone was to offer you an upfront payment of $1 million (hopefully even more) you would be being taken advantage of. Even then you expect ongoing royalties and commissions.
If this sounds like you, you are just one of thousands of people or entrepreneurs in a similar situation in Australia and millions in a similar all around the world.
Many inventor type people are absolutely paranoid about their great idea while having no idea on how to commercialise their idea and invariably their great idea goes nowhere. A key element of commercialising any great idea is being able to communicate with and work with a team of people.
Any new product or idea must have commercial viability and have the potential to pay its way and produce profits and a satisfactory return on investment (R.O.I.) after all costs are taken into account. These costs will probably include patent and trade mark fees, design costs, tooling costs, manufacturing costs, packaging costs, storage costs, marketing, advertising and selling costs, shipping costs with wage costs and overhead costs such as insurances. And after all that the customer may take up to three months or even longer to pay their account.
For those who think they will sell their product through a major chain and have their product on the shelf in hundreds of stores around the country within a week there will come a rude awakening when they learn the major chains expect to be paid for having a new product on their shelf. These chain stores can also have almost draconian trading terms and delivery conditions which many long-term experienced suppliers find difficult.
My new 300 page book I’ve got a great idea, but I’ve got no idea! published by Sydney Business Centre details countless important issues facing entrepreneurs and many of the issues facing entrepreneurs on the road to success.
Sydney Business Centre also present a one-day training workshop titled I’ve got a great idea, but I’ve got no idea!.
What do managers do?
What are managers expected to do?
Managers play at least three separate roles in any business: interpersonal, informational and decisional
[ Click here to read more ]
Get the shopping list
A recent example of ‘getting the shopping list’ when negotiating is one of my associates negotiating and agreeing on an hourly rate for a work assignment. My associate assumed an 8-hour working day only to be informed at a later stage ‘most days, we work a 10-hour day here
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September 11th 2008 06:04
Work is something you do, not something you travel to.
Do you really need to go to work every day to achieve your work targets? Do workers achieve their best work only between 9.00am and 5pm?
Teleworker is one name for people who work remotely from home, usually by Internet, while employed by an organisation with full scale office facilities. In Australia organisations such as Telstra commenced trials of having some their workers teleworking a few days a week as far back as the mid 1990s. Even the Australian Stock Exchange allows some of their workers to do some of their work from home
[ Click here to read more ]
The specialist mind set
My wife recently had to undergo 'urgent' surgery in a private hospital. After numerous expensive visits and consultations the specialist set a date some seven weeks from the last visit and consultation for the 'urgent' surgery
[ Click here to read more ]
Are you using the 80/20 Pareto Rule for profit and success in your personal and business life?
There are many economic conditions, for example the distribution of wealth and resources on planet earth, where a small percentage of the population controls the biggest chunk, which clearly demonstrate the 80/20 Rule
[ Click here to read more ]
Is your business using Kaizen?
Kaizen – means ‘continuous improvement’ and leads to improvements in quality, productivity and customer satisfaction
[ Click here to read more ]
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