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5 Interviewing Mistakes That Can Lead To Hiring The Wrong Person
Mistake #1: Going with the flow
Inexperienced interviewers sometimes fall into the trap of letting the interview become "free form", spending different amounts of time on different questions, basing follow-up questions on on how the...
Birds of a Feather May Be Turkeys
Birds of a feather do flock together. It's true. Given a choice, most of us will seek out people who think like we do, people with whom we feel comfortable, those we won't quarrel with. Visit any company cafeteria and you will notice that the...
Boy, Do We Get The Garbage!
For the most part I view our family as the typical nuclear family.. reflecting the personal and practical living priorities of the times we live in. It's certainly not reflective of the family in which I was raised, but those times were different....
Business Card Etiquette
When doing business abroad it is important to understand the local culture. Culture includes areas such as a country’s norms, values, behaviours, food, architecture, fashion and art. However, one area of culture that is important for the...
Chinese Business Culture For New Arrivals To China
Chinese business culture and etiquette
The Chinese business practice is vastly different from the Western method that most of us may be used to. Of course, with the Chinese economy opening up, China's joining of WTO and the Olympics in 2008, many...
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This Job Would Be Great - Except For Those Damn Customers!
We all know customers are not always right – in fact – often they’re completely wrong. But if we allow our customers’ “shortcomings” to be the focus of our employees’ attentions we’re destined to fail.
The inclination to complain about a customer happens to all of us from time to time. After a customer irritates us in some way and eventually walks away or hangs up the phone, we immediately look for a nearby co-worker so we can share our negative experiences.
“Hey Bob. You won’t believe this jerk that was just on the phone…”
It becomes a bonding experience for co-workers, but unfortunately it alienates the customer. And when a frontline worker sees a manager dismissing a customer as “stupid” or an “idiot” it becomes clear to them that it’s okay to classify customers. Some customers are good and some are just plain dumb. They then feel that they have the ability to determine which customers are worth their time and which ones are not.
This can be a very destructive culture for a business.
So as a manager, you can’t allow your employees to see you disrespect
a customer in any way. As I have already mentioned customers can be wrong – and yes, sometimes even dumb. But that’s not our concern – at least not in this article. It’s your job as a manager to keep your employees focused on finding new ways to keep customers happy and to look for problem areas that upset customers so you can prevent problems in the future.
It’s no secret that you and your employees are going to have problem customers, but it’s your responsibility to keep your employees focused on the fact that they have a job for one and only one reason – to serve the customer. Without customers, no one has a job.
Keep employees focused on what’s important. The good news is that YOU are the one who decides what’s important.
About the Author
Scott Brown, is an insightful and entertaining speaker on management and customer service and creating a culture of service in organizations throughout the country. He is also the author of “Who Cares? Creating Service The Right Way – The Only Way.” You can subscribe to Scott’s FREE newsletter by visiting www.SBServicePro.com
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