I have to manage your expectations It is a horrible phrase. I hate it when somebody says to me. It means that I am not going to get what I want when I want it. I am being softened up. There is going to be a delay. Suddenly I am thrown into the cost or […]
Rule 2: Don’t Make Your Customers Wait
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 […]
There is Always a Bottleneck
All processes have a bottle neck, a rate limiting step. Something that holds them back. There is always a bottleneck. Maybe it’s the neck of the bottle: Maybe it’s the speed of the pump: Maybe it’s the width of the falls: Maybe it’s even the lack of rain: But there is always a bottleneck or […]
The Worst Thing That Can Happen in a Call Centre
How bad can a day in a service centre get? Let’s be honest, nobody is going to die, not unless they are spectacularly unlucky and trip over a trailing cable What does a bad day look like? A bad day looks like this: Your colleagues in Marketing or IT or Pricing do something stupid to […]