Tags |
|
|
Links |
|
|
Hub You - Lack of Integration = Customer Frustration
Congratulations! You've just been appointed to your new job. Now the real work begins.It is important from the beginning to convince your new employers that, in selecting you, they have made the right choice.* Demonstrate that you are highly-motivated and eager to get started.* Discuss your duties and responsibilities; and establish your priorities. Set challenging, but achievable, short-term and long-term goals.<
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet acc
You walk into a room full of strangers. Your eyes scan the room briefly. You choose someone who feels likely to connect with you and walk over.What has happened here? How do you know who to talk to? The usual term is “sizing up” and those who are good at it prosper in their business pursuits. In this sizing up process we rely on our intuition, our “gut feelings” more often than not. But what causes these gut feelings?The B
The telephone company referred me to the ISDN Department for high-speed access. The ISDN Department referred me to an outside vendor who faxed me an application form from the telephone company!
I filled out the forms and faxed them back to the vendor. He faxed them back to the ISDN Department, who then called me to arrange an appointment. But the appointment is only to ‘lay the line’. A second appointment is needed after that to ‘commission the line’. In between these two appointments, the vendor must come once again to install special ‘terminator’ equipment. Phew!
As I was ordering high-speed access for video-conferencing, I considered using the same line for high-speed access to the Internet. The vendor faxed me another form from a different department of the telephone company (the Internet Access Department), which I filled out and returned to the vendor. The vendor faxed the form to the Internet Access Department.
The Internet Access Department called me to clarify my decision. Was I aware of the extra charges? Did I know the line was not toll-free like my current analog line? Had the vendor explained that I needed yet another piece of special equipment. Phew!
I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn’t know anything about ADSL. In fact, she said, the ADSL Department was ‘a different company’. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet acce
One of the hottest trends in the staffing industry is the corporate implementation of the Preferred Vendor List, a company's own elite collection of staffing suppliers. Although companies develop these staffing vendor lists for very good reasons, as we’ll see below, there are also four inherent challenges with this management tool.Limited view of the talent market (You're dependent on the talent pool of each of the prefer
As I was ordering high-speed access for video-conferencing, I considered using the same line for high-speed access to the Internet. The vendor faxed me another form from a different department of the telephone company (the Internet Access Department), which I filled out and returned to the vendor. The vendor faxed the form to the Internet Access Department.
The Internet Access Department called me to clarify my decision. Was I aware of the extra charges? Did I know the line was not toll-free like my current analog line? Had the vendor explained that I needed yet another piece of special equipment. Phew!
I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn’t know anything about ADSL. In fact, she said, the ADSL Department was ‘a different company’. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet acc
As a CEO I struggled long and hard over any decision to use a consultant. There are many issues that need to be managed by the client to keep a consultant from going overboard on time and costs. Too many need too long to get up to speed on your business (on your dime), cost too much and can not provide tangible results on a limited project basis. Too many are unproductive and do things in ten hours that I know I could have done in 2-3
The Internet Access Department called me to clarify my decision. Was I aware of the extra charges? Did I know the line was not toll-free like my current analog line? Had the vendor explained that I needed yet another piece of special equipment. Phew!
I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn’t know anything about ADSL. In fact, she said, the ADSL Department was ‘a different company’. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet acc
One industry that is growing by leaps and bounds is the auditing and accounting industry. There are many great jobs available for people in this career field who have the appropriate educations. If you were to become an accountant, you would perform tasks such as keeping public records, making sure that taxes are filed appropriately, and helping a business to maximize their production. Whether you choose to work for the state government
I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn’t know anything about ADSL. In fact, she said, the ADSL Department was ‘a different company’. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet acc
A big part of an honest online stock broker’s job is keeping customers away from investment pitfalls, a task not even the smartest machine can manage. Investors may like $5 commissions on stock trades, but behind these low prices often lurk excessive costs associated with getting the trade done. Poor trade execution and poor advice often make trading online far more expensive than the low commissions suggest.Online brokerage firm
‘And do you realize,’ she asked, ‘that you can use ISDN for videoconferencing and Internet access, but cannot use ADSL for Internet and video-conferencing without installation of another special server?’ Phew!
No one at the telephone company could help me compare. The most helpful person was the outside vendor.
Finally, I gave up.
Key Learning Point
--------------------------------------------------------------------------------
This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing…even customer training after installation, if required.
The critical issue is not cost. People are willing to pay for value-added services. The critical issue is convenience for the customer.
PS: This telephone company is about to get a major new competitor. Watch out!
Action Steps
--------------------------------------------------------------------------------
Now look at your procedures and processes from your customers' point of view. If your system is disjointed, unclear or confusing, your customers are going to have a problem. Which means you have a problem, too!
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.iadvice.info/article/14919/iadvice-Lack-of-Integration--Customer-Frustration.html">Lack of Integration = Customer Frustration</a>
BB link (for phorums):
[url=http://www.iadvice.info/article/14919/iadvice-Lack-of-Integration--Customer-Frustration.html]Lack of Integration = Customer Frustration[/url]
Related Articles:
Increase Sales to Your Business By Consistent Excellent Customer Service
Bookmark it:
|