LOOK AHEAD - 2012
Shift your focus from building customer loyalty to employee loyalty. Because, if your employees win, your customer wins and if your customers win, you win. Work from a win-win strategy to a win-win-win strategy.

THANKSGIVING TIME
Thanksgiving I refer to is towards your employees and your team who have assisted in taking the organization or department forward. I think it is that time of the year for giving and appreciating. It is the time of year to thank. It is the time to reinforce employee confidence and camaraderie.

SERVICE IS A CULTURE
Do you have a culture in your organization? The answer is a definite ‘Yes’. Every organization like it or not develops its own set of values and ways of conducting business. Now the important question is ‘Does your culture delight your customers’. ‘Will they come back for more’?

I’LL CALL BACK!
To satisfy customers it is said ‘do it right, the first time, every time’. But if ever you should check and call back, then you are asking for a second chance. Don’t let that slip?

LIFE’S LESSON…ARE YOU A DUCK OR EAGLE ?
No one can make you serve customers well.....That's because great service is a choice. If you get up in the morning expecting to have a bad day, you'll rarely disappoint yourself. 'Stop complaining! Differentiate yourself from your competition. Don't be a duck. Be an eagle. Ducks quack and complain. Eagles soar above the crowd.''

COMPLAINT HANDLING – A CAKEWALK
Should you break the complaint handling process equally you will see that only 25% is about the customer’s complaint itself. The balance 75% is all about how you react. It is how you handle the situation and how you win him back.

I RESOLVE
How many have resolved to quit working from 01Jan, put away their working clothes and retire early. If you have, then you don’t have to read further. But for those who have to get to work on 2nd Jan, for those who have no choice, (I don’t mean to sound depressing) I urge you to make a few resolutions you can keep and get better, by the day. If you have to work, then might as well do a good job of it.

HOW GOOD IS MY SERVICE?
I wanted some technical support as the printer I recently purchased had some connection problems. When I called their help desk the lady started firing a whole load of questions before she would put me thru to technical support. She refused to transfer the call till I had the product and serial number of the printer. Reasoning seemed remote. I hence called home, got the details and called back. Technical support was a shade worse, for they took my entire history before coming to the point of “WHAT IS THE PROBLEM WITH THE PRINTER?”

SERVICE IS A - P A C T
If you have a good PROCESS in place you meet customer expectations.
If your staff has a positive ATTITUDE you pleasantly surprise the customer.
With effective COMMUNICATION you keep customers well informed and on top.
If you perform on TIME you satisfy your customer and …
If your P A C T is in place you delight customers.