The Moment of Truth is the short timeframe when a customer experiences the product or service that many people have often prepared over many months. It is the moment when a small, often unintentional mishap has the huge potential to spoil the result of hard work by others in the organisation behind the scenes.…
HR professionals with knowledge of Lean Six Sigma tools and HR Data Analytics can deliver better service to their customers – their leaders and colleagues. Identifying requirements and gaps, analysing, improving and innovating processes as well as ensuring the performance long-term are valuable business partners.…
Have you ever considered how much unnecessary paper you receive from banks, you immediately feed into the bin? Rethinking the process from time to time does not seem very popular in banks. Just doing the same old thing over and over again is much easier. In banking lies the real productivity gold mine.…
Ting is a sophisticated traditional Chinese character that exemplifies the most important activity related to customer service in an impressive way: Listening. The old Chinese already knew that by listening you open your ears (not the mouth), you treat the speaker as a king, focus wholeheartedly with 100% attention.…
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