Why leave them waiting? If your customers are phoning you, texting you, mailing you and some have even gone to the lengths of visiting you and are standing there looking at you, then it is a fair bet that they want something. Rule 1 is to prioritise the work, but prioritising it isn’t enough, you can […]
Rule 1: Prioritise the Work
Café Culture The other day I walked into a café; it was a popular place, there were people crowded around all the tables. Three members of staff were on duty. They were having a long and detailed conversation about a stock-take. I stood and waited. I waited and stood. The staff gave me a good […]
What Gets Measured Gets Done
You show me how I will be measured… … And I will show you how I will behave We all know it’s true. There is scientific evidence to prove it. If you set someone a goal they will try to hit it. It is so effective that measurement and target setting have become the number 1 […]
What is Your Management Blindside?
An education is a wonderful thing Every year in the UK 16-year-olds study for their General Certificates of Education (G.C.S.E’s.). And every year the the Government publishes the results. This is how they have changed: I did my GCSE’s (or something similar) in 1984. I am an old (and as you can extrapolate from the chart) […]
A Stitch in Time…
Running a customer service centre is hard It is a constant battle, trying to minimise cost and maximise customer service. But we all know the game, we get employed to play it: Squeeze your head count down as far as you dare Ride the variations in customer demand Manage the backlog Set up a turnaround […]
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