Employee Behaviour can batter the bottom-line

Employee Behaviour can batter the bottom-line

Behaviour is defined in the World English Dictionary as ‘a manner of behaving or conducting oneself’. Staff behaviour in the corporate sense can be defined as ‘conduct by employees’, i.e. what employees do. This conduct leads to a company developing a unique atmosphere, which results in a specific modus operandi. The effect of employee conduct on the success of the business cannot be overstated. It is, after all, the employees who are...

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30 Minute Service. For Vehicle Insurance. REALLY!!

I spoke at an insurance industry conference in Iran last week, and made an effort to meet with some of the companies that would be sending delegates to the conference the day before. I was astounded to see that one company really mean 30 minutes when they say 30 minutes in an extraordinary show of awesome customer service. As is my habit, I try to meet with companies and attendees at public conferences a day or two prior to the event. It gives...

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5 Top Customer Service Skills.

So the whole of Europe, Middle East, Africa and Asia have come to a virtual standstill while BlackBerry has a problem with their BIS servers. Let’s get real though – it’s not that major a problem. It wasn’t long ago that all of our businesses survived without instantaneous global communication. Remember fax machines? Snail Mail? Pigeons? Messenger? New York still uses the largest “fleet” of messengers in the world. On Twitter, my...

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Where does good CRM begin and end?

I’m speaking at the Oracle Apps Day in Johannesburg next week – presenting my new presentation 2nd Acts, but with a focus on CRM. So I’ve been looking at the world around me with my customer service and customer management glasses on for the last couple of days as I prepare. As luck would have it, I’ve had some interesting customer experiences recently. Some good, but most of them bad. Let’s start with the gym group I’m a member of....

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