In today’s world, customer service is of great importance in everything we do, and as such, it should be approached and handled carefully. Client support and services in person and online matter and should be tailored to the needs of your clients. When starting the initial engagement we may use templates, but they should not be our guide in every …
Support people’s dreams
Leaders support and empower others, they don’t bring them down. This also applies when people are leaving your team and moving onto new opportunities and at times even completely different careers. Good people and good employees should always be supported, even when their immediate departure will impose certain limitations and challenges to your operations. Help them during the transition phase …
How to staff your team during training
Providing training to your team is essential in order to continue improving the quality of services you offer as well as to enhance career development opportunities. However, when training takes place, it is important not to neglect services you currently provide. The actual staffing process depends on the size of your team, services you provide and training opportunities and schedule. …
Client experience is the starting point
Client experience is the starting point of all service offerings. When designing services to support your organization it is essential to start with the experience of your users (both internal and external) in mind. Once you are aware how your services impact the lives or responsibilities of others that’s when you reverse engineer the process to make sure proper people …
Organizational mission sets all calendars
Business side of your organization sets the calendars of all others. This can happen directly or indirectly, but all functional areas need to be aware of the core mission of their business and act in support of it. In my particular case, in higher education, academic calendar sets our IT calendar and has a significant impact as to how and …
Honor your word and build credibility
As you are building your professional credibility, it is important to honor your word. No matter how small it may seem, make sure to follow through on things you have said you would do. With time, these somewhat small actions will lead to larger acts which will all assist in establishing your credibility within your community. As people (both clients …
Innovate first, take the lead
As you notice opportunities for improvements, both strategic and operational, take the lead, innovate first and get those advancements in place. Don’t worry about getting the credit or recognition and don’t do it with that motivation in mind. Focus on improving lives of others, such as your clients, your team, your partners and after all, yourself. Recognition for achievements will …
You get what you pay for
When making enterprise decisions look beyond the initial cost and consider total cost of ownership (TCO), usability and user experience. While current cost is an important line item it shouldn’t be the main (or only) factor to consider when deciding which systems or services to implement or who to hire and promote. Look at the overall value that particular enterprise …
Follow your dreams
Work is only a part of your lives, but yet it takes so much of them for so long that we owe it to ourselves to be honest how we feel while there and adjust accordingly. If you are unhappy and not near retirement please perform an assessment of your needs and qualities and focus on that nexus of what …
Customer service counts
Customer service counts in all industries more than ever. Bad experiences get shared across networks fairly quickly and poor customer service can significantly decrease your market share and profitability even if your product is superior to those of your competitors. Focus your attention on your clients, hire and train all staff with a customer-centric approach in mind as it will …