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Few would deny that
public perception of the financial industry is still in need of some
polish. The challenge then is to lift the profile at every
opportunity and staff represent one of the greatest resources for
achieving this. A recent article in the
Australasian AIBF journal quoted Hayden
Park as saying “Happy and well-informed staff who talk to the
community will develop an equally satisfied and well-informed
customer base, which in turn drives strong business outcomes” Whilst
I agree with Park’s philosophy I think it needs to be tempered with
a word of caution… it is not enough for staff just to be happy and
well-informed in their workplace, although that is a great start,
they also need to be aligning their remarks to the companies
preferred image. Casual remarks from front line staff can swiftly
undermine years of work and countless dollars spent on promotion...
read the rest of this
article in pdf format here:
What is Peak
Performance In Customer Service?
by Terry Power
Last year I was
working at a conference in Adelaide. My schedule was such that I had
already worked the day of my flight and when I arrived at my hotel
after nearly six hours traveling (including taxi rides) I was
feeling pretty tired. I knew I was working early the next day and
so, feeling and looking very disheveled, I was ready for bed - A
fact that would have been easily transparent to even the most casual
observer. At the hotel lobby I asked for my room, only to be told
that there had been some "mix-up" and my room was not available. I
was primed and ready to become a disgruntled customer....
Read the rest of this article
here
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The Unfair Advantage
by Terry
Power
An excerpt from Focusing on the Invisible
Ever since leaving
school all I’ve ever wanted in anything I did was an unfair
advantage. It's taken two decades of business, three university
degrees and more failures than I care to remember, but I think I’ve
finally got a clue as to where that advantage is hidden. Maybe I
just learn slower than others....
And the great
revelation?
Read the rest of the article
here
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Innovation: New
or Old?
By Terry
Power
Innovation is about change and in today’s business environment
change is about survival. Right now, we are experiencing more change
than ever before. Think about it. The population is increasing,
technology is multiplying and doubling its power at a break-neck
pace, and Service is slipping into the doldrums. That’s how I see
things as a customer and all my research supports this view. A whole
raft of studies confirm that the gap is widening between the
customer’s expectation of Service and the actual Service delivered....
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here
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Maintaining High
Morale Amongst Your Staff
by Terry
Power
High morale is vital if you are to maximize the performance of your
staff. It impacts on every facet of your organization's overall
effectiveness. Without high morale the feeling of success will
always elude your team no matter what incentives are in place. At
the risk of laboring the point, we believe, high morale is the
cornerstone of any successful organization. So how do you create,
maintain and continue to build it? The short answer is to lead by
example. In practice it is a little more difficult than this, but it
is most certainly achievable. What follows are some guidelines to in
still high morale for yourself and throughout your organization....
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Integrity
by Terry
Power
Integrity is a key element in peak performance. In the corporate
world, it is integrity in customer service that really counts.
When I was a boy I
loved going to work with my Dad. My Dad was a plumber. Not a job you
would immediately associate with customer service. However, I have
to tell you I learnt more about service from him than I did from any
text book. My Dad, you see, took pride in what he did. I'm sure the
concept of `customer service for plumbers' hadn't even been thought
of (maybe it still hasn't!). Had it been, I'm confident many aspects
of it could have been modeled on my father and the things he did....
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How to breathe
life into your dreams
by Terry
Power
The beginning of a new year is an exciting time. A time to look
ahead, to plan and to dream. Kids dream, teenagers dream, adults
dream - Everybody dreams. But sadly not everyone achieves their
dream. All to often they are dismissed as fantasy and are aborted
before they draw their first breath. The world is strewn with
"still-born" dreams. How tragic. But it need not be that way. With a
little care, attention and few strategies your dreams can be brought
to life. Follow these tips to breathe life into your dreams...
read the rest of the article
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