Birthday Celebration

33rd Anniversary of Enterprise Bank

What is Customer Service?

Customer Service = Customer Love

Customer service is the provision of service to customers before, during and after a purchase.

According to Turban et al. (2002). “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”

Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product".

Customer service may be provided by a person or by automated means called self-service.

Customer service is normally an integral part of a company’s customer value proposition. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement.

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. Others, like Headsets.com CEO Michael G. Faith, believe that providing a high level of customer service, which he refers to as Customer Love, is the only way to grow your business in these times.

Happy Birthday sir Sam -
January 21, 2009

Happy New Year!

Happy New Year BDMs!

2009 is here and a great year is awaiting for us. We are about to face new challenges as well as difficulties and yet through the trainings that we have undergone, there is an assurance that we are going to surpass all these all throughout this year.

We have launched the BDM Learning Network last August 2008 and we are very thankful that it created an open communication from one branch to another. We appreciate those BDMs who actively responded in this project such as:

1. Jerome Aranas
2. Harold Valderrama
   
3. Mitchelle Adobas
4. Eric Burnea
5. Orlindo Cervantes Jr.
6. Avelino Sabella
7. Rubelyn Pascual
8. Noverjim Resonar
   

We are encouraging everybody to revive this learning network. This is our interactive site, hence we want to hear from you, your ideas, suggestions and point of views.

Have a great year ahead!

Customer Service for 2009

Customer Service Strategy for 2009

Many organizations do not know they are in the service business. Some think they are banks, government, telecommunications, retail, fast food, pharmaceutics but the service leaders understand they are in the service business. It doesn't matter if you have 30, 300, 3,000 or 30,000 employees you must train and educate your staff so when they begin to work each day, they are excited about helping customers.

In some markets and some countries the economic down turn has been stronger. Russia may have been hit the hardest. In the US a cross section of organizations have taken a hit. When times were good most firms were often careless about their commitment to provide WOW service. The need to keep customers was a low priority with most organizations in the good times. Marketing money was unlimited. With a slower economy providing EXCEPTIONAL SERVICE IS KEY. OK or GOOD service is not enough.

January is a great time to launch an aggressive customer service training program. This is the month employees are ready to begin a new year. Develop your people. Help them become more productive and customer driven. Weed out dead employees and help them get a job at your competitors. Instead of replacing them train your star employees to deliver more. In 2009 the focus should be on keeping customers and creating more revenue through word of mouth advertising.

(source: servicequality.com)

January

Jerome Cesar O. Aranas - 6

Victor C. Tello - 10

Harold G. Valderrama - 22

How to improve your team performance

Organizations are today faced with the problem of low Energy and low efficiency employees. Indian employees especially, in this context are known to resign themselves to such a situation and have very low appetite for team building activies. Very few make an extra effort to make a difference. Then there are high-energy, high-efficiency people who also require deft handling. It can become difficult for an organization to balance the two – shake up the former and fulfill the aspirations of the later. This can hamper the team building activies.

Low-efficiency, low energy people are difficult to handle unless you have standards against which to compare performance. Performance in any company or organization moves on two axes – energy and focus. A company should check the best that works for them. An imbalance between the two can lead to disastrous results. Organization should be wary of people who settle comfortably into anything. Such people hardly take any initiative and just go on with the work assigned to them and also a hindrance to team building activies.
The first priority of a company is to work on low energy and low efficiency people. If they remain in their present set-up, they will not allow for the exponential growth of the organization.
Then come high energy and high efficiency employees. The problem with them is that their high decibel oratory hardly converts into positive action. Both of this categories are not helping in team building activies.

Young and energetic employees bring enthusiasm to the work-place and also help in team building activies. Make sure to regularly counsel, mentor and lead by example, to help employees focus on their objectives. A robust performance management system reinforces regular evaluation and appraisal of their employees, recognizing them for their achievements.
If an employee does not measure up to a goal, call a meeting to generate positive energy amongst the staff. Try to use the movie-effect . As people get engrossed in movie, they cry and laugh with the characters. So if imaginary things can lead to emotions, then why not use this technique? For example in Hritik Roshan-starrer “Lakshya”, the main character, during the military training, was asked by the trainer to hit the paplu (sand bag) with anger. In the army, this technique is used to expel the inner strength. And that is what a closed door meeting should do. If you are pleasant and encouraging, employees will probably become more confident and efficient which will support team building activies.

If you find that employees are miffed with their colleague's behavior, then tell them to try and interpret things positively. Employees should have faith in each other and not let things turn negative. Tell them to avoid a reaction loop. Arguments and counter-argument do no good to the company and individuals and hinders team building activies.

The management should appreciate the good work done by employees which will help in team building activies. Not dealing with this can have catastrophic consequences on employee's morale and the organization's bottom line. Ultimately, you have no choice but to deal with employee problems head on. Employee problems occur because of either a lack of energy or a lack of focus. The best solution would be to re-assign employees to a job they are more capable of performing. You can easily find out their interest if you keep close track and keep them engaged in frequent discussions which is an important element of team building activies.

Your first step in dealing with lackluster employees is a discussion should take place in private. Invite the employee to offer his assessment of the situation. Through the course of your conversation, you may learn something that sheds light on the core cause of the problem. Also my personal experience while dealing with few negative employees, they come out with sensational ideas, which probably you never thought of before. Therefore a small talk with such employees is very important for team building activies.

Avoid threatening the employee, as this may have a negative effect on the employee. Keep in mind that your aim is to balance the energy and harness the team building activies in such a way that it ultimately shows up in the performance of your employees.

Source: http://www.selfimprovearticlesweb.com/?Leadership/team-building-activies