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Added for You - Are You Pulling in the Same Direction?
Increasingly the Paralegal job is finding wider use in law and the judiciary all over the world. In the so called developed countries, Paralegals have been recognized as an important and integral part of both the law firms and the judiciary.That took some time in coming; the roles of Paralegals have come to be accepted in the last two decades, with Universities and diverse institutions taking up the challenge of providing specialist training for Paralegals on
Key Learning Point
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Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?
Actio
Businesses are suffering major losses everyday because of lapse security policies, yet surprisingly enough, many are clueless to just how big of a problem security is becoming. You may think that a security threat isn't high-priority, but the amount of data breaches and data loss has been on the rise for the past several years.Such threats do not only include hackers and scammers, but even one's own staff can put a business at risk. In fact, businesses are l
When fragmentation on the inside is experienced by customers on the outside, real trouble is brewing for the brand.
My student, KP, bought a new notebook computer at his nearby Mega-Mall. He was already brand-loyal – this was his fourth computer in a row from the same company.
The notebook came with automatic one-year coverage. KP paid $1,300 extra for an extended three-year warranty.
Unfortunately, someone smashed the window of his car and stole the new computer within a few months of purchase.
The next day, KP saw the same computer advertised in the newspaper and called the telephone number listed. The company does not sell direct to consumers, but promised to refer his request to an official ‘reseller’.
The reseller never called. KP contacted the company again. This time the reseller did call, but was completely unaware of the advertisement in the newspaper. KP explained exactly what he wanted and stressed his urgent need for a new machine. Two days later, the reseller sent him a quote for a completely different and more expensive computer.
KP was now desperate to reconnect and incredibly frustrated by the poor service. He bought a new computer of a different brand…from a different reseller.
What a shame! The computer company lost a lifetime loyal customer due to a weak link in the sales and service chain. I wonder how many other urgent sales leads are lost in this chasm of poor reseller service?
KP then called the company, asking for a refund of his extended three-year service warranty. The computer had been stolen before the warranty started, so the computer company had no financial exposure, no liability, no risk.
The company did not call back for two weeks. KP called again and was told his request had been referred to the Legal Department. Another week passed before the Legal Department replied, ‘No refund.’
KP asked to speak to the Legal Department Manager, and was refused. The company sent another notice stating, ‘The policy is non-cancellable. No refund.’
What a crying shame! This company took in $1,300 for an extended warranty they will never fulfil from a customer already saddened by the theft of his computer.
What a perfect time to show compassion and flexibility, provide a refund or at least credit towards another product or service. What an ideal moment to restore loyalty to the company. What a terrible time to count on the Legal Department for world-class customer service.
Key Learning Point
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Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?
Action
Branding is more than product recognition or a simple logo. It is the overall intellectual and emotional impression people have when they think of your company and its product. It is a strong and consistent message about the value of your business.A memorable and trustworthy brand reinforces customer loyalty. It helps them remember that your business provides the perfect solution to their problems. Therefore, to succeed in branding you must understand your cu
The next day, KP saw the same computer advertised in the newspaper and called the telephone number listed. The company does not sell direct to consumers, but promised to refer his request to an official ‘reseller’.
The reseller never called. KP contacted the company again. This time the reseller did call, but was completely unaware of the advertisement in the newspaper. KP explained exactly what he wanted and stressed his urgent need for a new machine. Two days later, the reseller sent him a quote for a completely different and more expensive computer.
KP was now desperate to reconnect and incredibly frustrated by the poor service. He bought a new computer of a different brand…from a different reseller.
What a shame! The computer company lost a lifetime loyal customer due to a weak link in the sales and service chain. I wonder how many other urgent sales leads are lost in this chasm of poor reseller service?
KP then called the company, asking for a refund of his extended three-year service warranty. The computer had been stolen before the warranty started, so the computer company had no financial exposure, no liability, no risk.
The company did not call back for two weeks. KP called again and was told his request had been referred to the Legal Department. Another week passed before the Legal Department replied, ‘No refund.’
KP asked to speak to the Legal Department Manager, and was refused. The company sent another notice stating, ‘The policy is non-cancellable. No refund.’
What a crying shame! This company took in $1,300 for an extended warranty they will never fulfil from a customer already saddened by the theft of his computer.
What a perfect time to show compassion and flexibility, provide a refund or at least credit towards another product or service. What an ideal moment to restore loyalty to the company. What a terrible time to count on the Legal Department for world-class customer service.
Key Learning Point
--------------------------------------------------------------------------------
Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?
Actio
If you have always dreamed of traveling to exotic locations but just do not have the budget to allow you to travel to all the places you desire than a career in the cruise ship business may be the right choice for you.If you have ever wanted to travel to places such as Alaska or Hawaii, Mexico or the Bahamas, working aboard a cruise ship will allow you to meet new people and experience new cultures. In the past traveling to Europe was limited to those who cou
What a shame! The computer company lost a lifetime loyal customer due to a weak link in the sales and service chain. I wonder how many other urgent sales leads are lost in this chasm of poor reseller service?
KP then called the company, asking for a refund of his extended three-year service warranty. The computer had been stolen before the warranty started, so the computer company had no financial exposure, no liability, no risk.
The company did not call back for two weeks. KP called again and was told his request had been referred to the Legal Department. Another week passed before the Legal Department replied, ‘No refund.’
KP asked to speak to the Legal Department Manager, and was refused. The company sent another notice stating, ‘The policy is non-cancellable. No refund.’
What a crying shame! This company took in $1,300 for an extended warranty they will never fulfil from a customer already saddened by the theft of his computer.
What a perfect time to show compassion and flexibility, provide a refund or at least credit towards another product or service. What an ideal moment to restore loyalty to the company. What a terrible time to count on the Legal Department for world-class customer service.
Key Learning Point
--------------------------------------------------------------------------------
Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?
Actio
Durable decal printing should take into consideration the message or artwork you need to display. For example, if you need your logo only, you will need to find the closest standard ink color available or use black as a solid stand by. Take into account, too, the color of the item your decals will be applied to. Make sure you have contrast so that the decal will stand out. Durable decals are made up of 3 basic components, which are decal size, decal material, and de
KP asked to speak to the Legal Department Manager, and was refused. The company sent another notice stating, ‘The policy is non-cancellable. No refund.’
What a crying shame! This company took in $1,300 for an extended warranty they will never fulfil from a customer already saddened by the theft of his computer.
What a perfect time to show compassion and flexibility, provide a refund or at least credit towards another product or service. What an ideal moment to restore loyalty to the company. What a terrible time to count on the Legal Department for world-class customer service.
Key Learning Point
--------------------------------------------------------------------------------
Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?
Actio
We all make mistakes. Some we can shrug off with little consequence while others can impact our lives for a very long time. Choosing the wrong video to rent is not big deal but accepting a position with a company that is wrong for you is a mistake that can haunt you for months or years to come. Have you ever taken a job that you regretted later? Were there signs for you to see that perhaps this wasn't the idea match-up for you? Probably, but in your eagerness to hav
Key Learning Point
--------------------------------------------------------------------------------
Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?
Action Steps
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Make a visual map of every business partner you rely upon. Then map each department that makes contact with your customers. Now rank them all from best to worst in quality, flexibility, competence and customer care. Take a hard look at the bottom 25%. These are the weakest links that are likely to offend your customers and colleagues, and do damage to your future.
Don't let it happen. Make the decision now: either bring them up with firm support, or throw the bums right out.
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