tag:blogger.com,1999:blog-47779497956376812382024-03-05T06:49:15.939-08:00 VIGAEXALTvigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.comBlogger21125tag:blogger.com,1999:blog-4777949795637681238.post-13280529090344501662014-01-16T06:34:00.000-08:002014-02-06T08:36:09.924-08:00Successful Entrepreneurs-Taking Risks When It Matters<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjoC0n818Pxty-WeEKZH-sE_ELtnzWFsW-HCoeYadtEl8MiRJZm6QPmi31Y5ZHhIqvGcJSEAZForax5Jf_fSm5frlZ_we5ZSyN_RldhpHaRt5lhXDQwA7zIkj-KZQwFVM-qNnu6htuKPa0/s1600/Risk.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjoC0n818Pxty-WeEKZH-sE_ELtnzWFsW-HCoeYadtEl8MiRJZm6QPmi31Y5ZHhIqvGcJSEAZForax5Jf_fSm5frlZ_we5ZSyN_RldhpHaRt5lhXDQwA7zIkj-KZQwFVM-qNnu6htuKPa0/s1600/Risk.jpg" height="129" width="320" /></a></div>
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<b>RISK</b>…..How does this four digit word have influenced us in life?
The word ‘risk’ shall appear distressing in whatever choice of decision making
ranging from buying property, investment, business start-up, suppliers, vendors,
customers to even marriage. It is common to associate risk negatively such as
being irresponsible, rash, losses, damages or even threat. Definitely it is
part of our life, business and work but yet we have seen that risk takers have
succeeded despite against all odds. However it does not imply the same
definition to true entrepreneurs. These true or successful entrepreneurs have
seen risk as positive opportunities to excel and change the platform of their
venture. Several entrepreneurs and innovators such as Robert Goddard, Soichiro
Honda, Harland David Sanders, R.H Macy, Richard Branson, Donald Trump, Carlos
Slim Helu, Martha Stewart, Emma Harrison, Linda Bennett and Bill Gates have
undergone various risks before establishing their products and application in
the world. <o:p></o:p></div>
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Entrepreneurs have the knack of getting
right in spotting a new trend and acting in advance despite the risk involved.
They are the first to gear into the business as they recognize the change in
economy or cultural trend. Being the first in market gives them competitive
edge compared to others who are known as mere followers. Orville and Wilbur
Wright were the sole reason why we have airplane. Both brothers had risked
their life, time, money and resources as they battled through depression,
illness, mockery and failed prototypes to develop a plane that could get
airborne and fly. Despite the risk involved, their success paved way for the modern transportation of the existing airlines. <o:p></o:p></div>
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Akio Morita the founder of Sony
launched its first product, an automatic rice cooker but it failed to
capitalize in the post war market. Less than 100 units were sold but did not
dampen Akio Morita as he continued to work hard in other ventured business. His
ventures are considered risky because Japan was recovering from the devastated
war and there was clouded possibility on how Japanese products shall be
received in worldwide market. His knew the risk involved but he was determined
to prove his establishment with electronics product shall succeed. This was
proven to be right as his later products such as transistor radio, magnetic
tape recorder, TV, home video recorder, video tape and CD continued to cement
his reputation as an entrepreneur who thinks ahead despite knowing the risks
involved. <o:p></o:p></div>
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Even though Tony Fernandes had
the passion to set up budget airlines, he was advised to purchase an existing
airline. Imagine buying Air Asia, the heavily indebted subsidiary of DRB Hicom.
Mortgaging his home and personal saving, Tony Fernandes took a huge risk to
acquire the airlines with two ageing Boeing 737-300 jets and US$11 million
worth of debts. Deep down, everyone felt that Tony Fernandes is making a wrong
decision as airlines industry was facing bleak period after 11<sup>th</sup>
September 2001 incident. Unperturbed he took the risk which served as opportunity
because aircraft leasing fell 40% and airlines lay-offs enables experienced
staffs were readily available. Offering reasonable pricing for cut rate air service
was welcomed by travellers who believed it was a right move with the impending
tight economy. Within a year, Air Asia had achieved breakeven point and cleared
all its debts. By end of year 2004, its initial public offering was
oversubscribed by 130 %. Whatever we may
choose to say, but Tony Fernandes took the risk positively which is an
essential skill for entrepreneurs to succeed.
<o:p></o:p></div>
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However being the pioneer does
not stop entrepreneurs from enlarging their business coast but shall always
reinvent their products and services to places them on track with globalization
demand. Failure to do so shall provide an opportunity for competitors to trot
down the complacent entrepreneurs and prevail over them. Several organizations
such as Kodak, Enron Bethlehem Steel, Commodore Computers and Pan Am Airlines has
failed to monetize the necessary needs to its products and services and have been
phased out from its industry. <o:p></o:p></div>
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True successful entrepreneurs shall never
compromise such challenges as blind risk but undertake calculated risk that
provides them strategic decision. Strategic decision includes conducting a
detailed analysis on the benefits or worst possible consequences before
deciding whether to accept the challenges. We cannot explain when will be the
most perfect time to launch a business. Entrepreneurs that truly believe if their
ideas have potential success, they shall never wait and launch it despite all the
risks involved. Successful entrepreneurs have always come out from their
comfort zone by taking challenges that may deemed impossible. The question
poised here is “Are you willing to risk all you have that include money,
relationship, resources, dignity, properties or even life to achieve the
success? Surely the phrase ‘<b>No Pain No
Gain</b>’ has its substantial meaning to be associated with all the entrepreneurs. </div>
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<o:p></o:p></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-5571136204763444762014-01-12T22:28:00.002-08:002014-02-20T12:46:46.156-08:00Effective LISTENING Skills<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgSG3Ipiirih7bwaX1MjUX8Rc5jpIe_39Wr1ZIiYhC27sM54CJU4G_bchrUErwOBvqQ730IMgjDJ1j9zY3ehL6yj0DGMpGqt0ZK_AwHKj42WxLfiZEUOD09GDL8wlmnTWVufvTOhXGCNYQ/s1600/Listen.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgSG3Ipiirih7bwaX1MjUX8Rc5jpIe_39Wr1ZIiYhC27sM54CJU4G_bchrUErwOBvqQ730IMgjDJ1j9zY3ehL6yj0DGMpGqt0ZK_AwHKj42WxLfiZEUOD09GDL8wlmnTWVufvTOhXGCNYQ/s1600/Listen.jpg" height="179" width="320" /></a></div>
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Why active listening is critical in business? Most
of us tend to hear rather than LISTEN. Listen shows that you are serious and
committed in acquiring and confirming the information. Paying attentive
listening proves significant as an ability to understand thoroughly the defined
meanings, understood the read lines clearly and enables to relate to with the
speaker. We may have encountered poor listening habit which contributes to repetitive
of tasks, poor quality output, customer’s dissatisfaction, wrong interpretation
and waste of raw materials. How does a poor listening skill affect the overall
operation?<o:p></o:p></div>
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Several times when I order the required food and
beverages at Mamak restaurants, there is bound to be a mistake. I ordered Tea
but the waiter shall bring Ice Tea. One of the key weaknesses I noticed in a
Mamak restaurant is their waiters shall take order without jotting down in
their order record. Another incident related to poor listening skills was with
Astro. I called their customer care line to inform the defects on the decoder due
to lightening. Their customer representative had wrongly inserted my address
and I had to wait up to 10 days for a new installation. Worse I had to call them
every day to find out what went wrong. They only found it out one the 9<sup>th</sup>
day that the address was inserted wrongly. My colleague who works as Quality
Manager stated that his newly recruited foreign operators from Bangladesh had
caused a delay in customer delivery. According to him, his supervisors had
carried out the wrong instructions in their operation. The situation fused
further as the foreign operators had poor understanding, language barrier and
poor listening skills that resulted repetitive of tasks, time and cost. Poor
listening occurs at top level management too. A friend of mine who works as a Project Manager communicates with his fellow employees at India's manufacturing
plant through video conferencing. He claimed that if new points were highlighted,
his counterparts hardly shall take any notes. He even voiced it out several
times but his counterparts would normally reply by stating that the information
is well stored in their memory. However after some time their output may missed
out several details that was initially discussed through video conference. Few
years back, when our company did its annual dinner at a hotel, we clearly
explained that the food must not contain beef. The hotel’s sales staff noted
the on the confirmation but it was still served along the food on the occasion.
The sales staff apologized and stated there was a miscommunication between the
event and kitchen department that resulted the embarrassment. <o:p></o:p></div>
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Most of the poor listening skills occur in an
organization because of several employees’ attitude who takes things for
granted. Our memory is always considered as an excellent tool to store inputs
but it may not be the most effective one. The management should always ensure
their employees are given the right tips of improving their listening skills. Below
I inserted a simple key technique for ensuring effective listening skills. <o:p></o:p><br />
<br /></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="background-color: red;"><img alt="*" height="12" src="file:///C:/Users/User/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" width="12" /></span><span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]--><b><span lang="EN-US">L :</span></b><span lang="EN-US"> </span><b><span lang="EN-US" style="color: red; font-size: 14.0pt; mso-ansi-language: EN-US; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-fareast-font-family: Calibri; mso-hansi-font-family: Calibri;">L</span></b><b><span lang="EN-US">ook Interested</span></b><span lang="EN-US"><o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Create a positive image on caller’s mind that you are
interested<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Be attentive and maintain eye contact <o:p></o:p></span></div>
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<br /></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="background-color: red;"><img alt="*" height="12" src="file:///C:/Users/User/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" width="12" /></span><span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]--><b><span lang="EN-US">I : </span></b><b><span lang="EN-US" style="color: red; font-size: 14.0pt; mso-ansi-language: EN-US; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-fareast-font-family: Calibri; mso-hansi-font-family: Calibri;">I</span></b><b><span lang="EN-US">nquire<o:p></o:p></span></b></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Ensure you get the whole story by clarification and use
questions to assist your direction in conversation. <o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Use notepad, note books or sticky notes to record
important points<o:p></o:p></span></div>
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<br /></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="background-color: red;"><img alt="*" height="12" src="file:///C:/Users/User/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" width="12" /></span><span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]--><b><span lang="EN-US">S : </span></b><b><span lang="EN-US" style="color: red; font-size: 14.0pt; mso-ansi-language: EN-US; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-fareast-font-family: Calibri; mso-hansi-font-family: Calibri;">S</span></b><b><span lang="EN-US">tick to the
point<o:p></o:p></span></b></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Stick to the point by stating your purpose<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Adhere to prepared agenda<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="background-color: red;"><img alt="*" height="12" src="file:///C:/Users/User/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" width="12" /></span><span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]--><b><span lang="EN-US">T : </span></b><b><span lang="EN-US" style="color: red; font-size: 14.0pt; mso-ansi-language: EN-US; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-fareast-font-family: Calibri; mso-hansi-font-family: Calibri;">T</span></b><b><span lang="EN-US">est your
understanding<o:p></o:p></span></b></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Before you move on to the next topic make sure you
have understand. <o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Ask questions for clarification<o:p></o:p></span></div>
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<br /></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="background-color: red;"><img alt="*" height="12" src="file:///C:/Users/User/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" width="12" /></span><span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]--><b><span lang="EN-US">E : </span></b><b><span lang="EN-US" style="color: red; font-size: 14.0pt; mso-ansi-language: EN-US; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-fareast-font-family: Calibri; mso-hansi-font-family: Calibri;">E</span></b><b><span lang="EN-US">valuate the
message<o:p></o:p></span></b></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Analyze what has been said to you <o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Double check any outward modifications <o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-ansi-language: EN-US; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="background-color: red;"><img alt="*" height="12" src="file:///C:/Users/User/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" width="12" /></span><span style="font-family: 'Times New Roman'; font-size: 7pt;">
</span></span><!--[endif]--><b><span lang="EN-US">N : </span></b><b><span lang="EN-US" style="color: red; font-size: 14.0pt; mso-ansi-language: EN-US; mso-ascii-font-family: Calibri; mso-bidi-font-family: Arial; mso-fareast-font-family: Calibri; mso-hansi-font-family: Calibri;">N</span></b><b><span lang="EN-US">eutralize your
feelings<o:p></o:p></span></b></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Keep open mind, be patient and tolerant<o:p></o:p></span></div>
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<!--[if !supportLists]--><span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Avoid pre conceptions and suspend immediate judgment <o:p></o:p></span></div>
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<span lang="EN-US" style="font-family: Wingdings;">à<span style="font-family: 'Times New Roman'; font-size: 7pt;"> </span></span><!--[endif]--><span lang="EN-US">Do not interrupt<o:p></o:p></span></div>
</div>
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<span style="color: #d34817; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-MY;"> <o:p></o:p></span></div>
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According to Richard Branson through his article The Art of Asking
Advice, he claimed that listening skills are essential in problem-solving. He
stated that when he was a giving a talk in Greece 20 years back, an individual kept
on asking him excellent questions. Richard Branson noticed that this particular
audience had LISTENED intently to understand all the responded queries. Richard
Branson claimed that this particular individual had shown the drive to succeed
and it was meant to be too. The referred individual was Stelios Haji-Ioannou, who
later became the founder of low cost airlines ‘easyJet’ and have ventured to
other travel and leisure related business. Imagine how valuable the information
has been for Stelios Haji-Ioannou during the queries with Richard Branson. He could have asked
questions but if he did not emphasize effective listening skills, how sure it
would have back tracked his strategic references. <o:p></o:p></div>
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Listening is a significant skill that ensures the effectiveness of job,
department functionality, clear instructions, smoothness of operation, conflict
resolution, motivating employees’, decision making and
enhancing customer relationship. Employees’ needs to practice their listening
skills through the right techniques and their superiors should always emphasize
its importance. It is not how we are engaged with listening but gaining the <b>ACCURATE</b> information through effective
listening skills. <o:p></o:p></div>
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-18767955945871569112014-01-12T11:03:00.003-08:002014-01-12T11:03:42.883-08:00Do Not STEREOTYPE Your Customers<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjEOnOdjcFZvGtV5VQ8715aJPjxrwqTzpO1DIeUC4anno_XW9p4CsY8IelDdgMkZRY4JHCA8xiunh4sl3vtd3MuxZ44Q7FeSzpHt9yuuKFGLaAbtBTz-EVEslLe34nbfPlxbTwpUUxkwdw/s1600/Stereotype.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjEOnOdjcFZvGtV5VQ8715aJPjxrwqTzpO1DIeUC4anno_XW9p4CsY8IelDdgMkZRY4JHCA8xiunh4sl3vtd3MuxZ44Q7FeSzpHt9yuuKFGLaAbtBTz-EVEslLe34nbfPlxbTwpUUxkwdw/s1600/Stereotype.jpg" height="160" width="320" /></a></div>
<div style="text-align: justify;">
Stereotype is defined as having a fixed mind-set about an individual based on their background. This attitude is seen as a weaken character that discriminates, bias and prejudice. Whenever we make conclusions about someone without knowing them, it means we are stereotyping them. There are several key factors in stereotyping which includes nationality, origin, race, religion and gender. </div>
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How does stereotype evolved and why it is tough to nip the source? Culture imposition is one of the main reasons for the existence of stereotype. Culture imposition encircles the belief of “We know what’s best for you, if you don’t like it you can go elsewhere”. For few races, they self-imposed themselves superior compared to minorities and thus feels their thoughts, ideas and views has stronger authority and command. Besides than that, ethnocentrism concept emphasizes their culture is superior and inability to accept another culture view. It has evolved in this world long time back and most of it referred to started long way back from the time of colonial and imperial power. Clearly it channeled the process of using assumptions to evaluate other culture’s action and messages, thereby concluding their ulterior purposes and motives. Culture blindness contributes to the final straw of stereotype with simply ignoring difference and individuals proceeds as though no differences exist with the perception of not worrying what other cultures. However stereotype has continued evolve with major contributors are poor education system, lack of knowledge, poor attitude, lack of management’s responsibility and simple ignorance. </div>
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Have you entered an attire shop and you liked a choice of attire colour but your preferences are shot down by the outlet’s sales person who stated “I didn’t know that you’ll too can wear this shirt with this specific colour? Words such “I didn’t know” shows lack of knowledge, “you’ll too can wear” is termed as provoking that refers to a set of group and “wear shirt with this specific colour” is termed insulting in this conversation. The statement does not carry an understanding to seek clarification but related to having an already fixed mind set. That sentence may not go well with several customers as it seems diminishing prejudicially by comparing the evolution of lifestyle. </div>
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Several negative stereotypes includes women are not strong as men, only anorexic can become models, Russians are violent people, all Italians linked to mobsters, Irish are alcoholics, women do not drive well, Germans are Nazis, Asians have no fashion sense, Middle East peoples are fussy customers and Indonesians are illegal trespassers in Malaysia. </div>
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An Indian colleague of mine constantly said he likes to eat at Chinese restaurants but grew unhappy with the stereotypical service. He said whenever he is at a Chinese restaurants, the waitress shall ask “Mahu minum Beer apa? (What choice of beer you want to drink?). He is a person that does not consume alcohol thus you can imagine the increased tense whenever the questions are constantly asked. Once at his regular dined Chinese restaurant, he got angered when being posted with the same question by the same waitress. He claimed he has gone to the restaurant up to 50 times and the waitress shall ask him the same question. He politely replied this time that he was not an alcohol drinker but this time he got an abrupt shocking reply from the waitress who stated in a broken Malay language “Semua orang India minum beer. Sini ramai India datang makan, mesti minum beer punya. You tak minum, betul kah Boss? (All Indians drink beer. A lot of Indians that dine here shall drink beer. Really sure or not that you won’t drink beer?). The waitress had stereotyped that all Indians drink beer whenever they come to a Chinese restaurant and her statement includes the claim that it is impossible that Indians do not take alcohol.</div>
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A single question being posted back to the affected customers “Will you go back to the same outlet that has treated and provide discriminating service?” It is pretty clear that organizations with such negative services shall risk losing customers and revenue. Being stereotype can be offensive, hurting and affect the image of an organization. Employees should be trained through cross cultural communication training to provide skills, information and techniques to manage customers. The training shall be vital with employees being taught to suspend judgements and avoid pre cultural conceptions when dealing with any customer. Organizations’ needs to play a pivotal to ensure that each customer is well taken care because staffs need to use the right choice of words, be tactful and apply the right body language when they communicate with various cultural customers. Employees’ that are trained on the valuation of each customer culture shall possess a better knowledge and understanding which deprives stereotypes services. It is advisable that stereotyping especial religion, race, gender and negative should be prevented at all costs, as it leads to treat our customers as a narrow unit. Instilling empathy communication through key elements such as respect, tolerance, appreciation, courtesy, politeness, cautious, flexibility and patience can bridge a better cross cultural understanding with customers and stem out the unrequited <b>STEREOTYPE</b>. </div>
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-10164479187697222602014-01-12T07:13:00.001-08:002014-02-04T22:42:10.716-08:00Innovation A Key Transformation For Entrepreneurs<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjnfVDuAicwSk013i_SGx7V0p842ON7SMb0gnq7hXK3bgD1_iLqX4iFJM3HHJa4r4haiqDCnXC0FN2axIuEyl2A-Epei05exINknd3g73qms7urwTETl79ghY-xbLUV72IBEtjl2ztAbpY/s1600/Innovators.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjnfVDuAicwSk013i_SGx7V0p842ON7SMb0gnq7hXK3bgD1_iLqX4iFJM3HHJa4r4haiqDCnXC0FN2axIuEyl2A-Epei05exINknd3g73qms7urwTETl79ghY-xbLUV72IBEtjl2ztAbpY/s1600/Innovators.jpg" height="90" width="320" /></a></div>
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Innovative has seen the transformation of modern technology that suits global appeal. Organizations have constantly innovated new ideas, technologies, products and services to have competitive edge in its industry. Entrepreneurs should always constantly look into areas of creating new inventions’ or adapt the existing products.<br />
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The most common one was the creative introduction of telephone by Alexander Graham Bell. It is still widely used but humans require a gadget that is mobile. In mid 1980s, Motorola launched the first hand phone in market which also prompted other brands such as Nokia, Sony Ericsson, Siemens and LG venturing in the mobile market in 1990s. However in 2000s, the world saw another innovation from the phone through the introduction of Apple’s IPhone. The birth of smartphones innovation channels in new players such as Samsung, Blackberry, HTC, Acer and Nokia to innovate their models. The creation started by Alexander Graham Bell has been adapted and altered to fulfil the current generation and needs. This process shall not end with the introduction of smart phones or tablet PC but innovation shall continue as it seeks refurbishment of finest and latest technology.<br />
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Several worldwide popular entrepreneurs such as Bill Gates, Steve Jobs, Michael Dell, Sergey Brin, Larry Page, Henry Ford, Oprah Winfrey, Ray Kroc, Walt Disney, George Lucas and Mark Zuckerberg has reshaped their respective ventured industry through acclaimed innovativeness of products and services. Even in Malaysia we are not shortage of successful innovative entrepreneurs that incudes Tony Fernandez, Lim Kok Wing, AK Nathan, Vincent Tan, Syed Mokhtar Syah, Bernard Chandran, Ramly Mokni and Hj Mustapha Kamal. These entrepreneurs have continued to reinvent their models and applications to match the required needs for all customers. <br />
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Tony Fernandez changed the innovative drive for Malaysian and Asian airlines industry. He successfully instilled a new direction by providing affordable package for customers. His innovative idea has also encouraged the emergence of other budget airlines such as Malindo Air, Tiger Airways and JetStar. Several innovative concept that was applied includes 'Empty Seat Option (ESo), online booking, 'Red Carpet' service, 'Fly-Thru' transit, frequent flyer program, onboard immigration processes and angle lie-flat business class seat. In the year 2008, Air Asia was recognized as one of the world's most innovative organization by Fast Company magazine, the only airline and Asian brand to make it into the list.<br />
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Few months back, I had an opportunity to meet G & G Dessert Products Sdn Bhd’s entrepreneur, Vathumalaai. Based at Johor, he is determined with transforming traditional food and beverage products into an instant concept of frozen products and exotic food caramel to the next level. His innovation into food technology has seen the successful development of liquid syrup which is widely used for food and beverages in various industries through caravan or kiosk worldwide. <br />
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Innovative may not necessarily be obtained through detailed planning or research, it may happen in a spark of idea, accidental or eagerness to improvise the existing products. In the year 1955, Joseph and Mcvicken who had initially planned to create wallpaper cleaner but accidentally developed non-toxic modelling clay known as Play Doh in the market. The same applies to Post-It-Notes produced by 3M. The idea was inspired when 3M manager, Art Fry required a bookmark that can mark the pages for choir hymnal. That idea provided the necessary spark for them to do research in developing sticky notes. <br />
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Emphasizing the needs to be innovative is a required necessity at workplace. Management needs to motivate employees to be innovative in identifying new methods, process, products, services, technology, machines and gadgets to ensure they remain competitive and ahead of others. It is the management’s responsibility to safeguard employees’ innovative methodologies till it has achieved patent or trademark rights. Remember that ideas are only <b>PRECIOUS</b> if it is implemented. <br />
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-74903171986592628532014-01-09T23:40:00.002-08:002014-01-12T22:34:36.257-08:00Professional Introduction In Customer Service<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhFZPfgLG9MUT15G2Hl6W1MdyRHrRnHqFqIrgFGPwROjKuyi4qr1ApE1NztkpCGJLIMFMTR8Jx8OJPM35Xu7QiXWZsZ29qKJdvV5PYxyWKpYW3IPJwz-J5Z_7dZ4b1Nv24gDrBAAN7-96k/s1600/Professional.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhFZPfgLG9MUT15G2Hl6W1MdyRHrRnHqFqIrgFGPwROjKuyi4qr1ApE1NztkpCGJLIMFMTR8Jx8OJPM35Xu7QiXWZsZ29qKJdvV5PYxyWKpYW3IPJwz-J5Z_7dZ4b1Nv24gDrBAAN7-96k/s1600/Professional.jpg" height="181" width="320" /></a></div>
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Since the start of my career, I have seen the changes and evolution of customer service skills. However one skill has not changed and still remains in our customer service scope. It is Professional Introduction.<br />
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Professional introduction defines the image of an organization and sets the welcoming greetings to be in standard order. Whenever we discuss professional introduction, we only limit its scope to handshake and choice of words. Is it so?<br />
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Few years back when I was working as HR Manager, suppliers tend to fix appointments for our organization strategic plans. I have notice that one of the labour agent suppliers shall never be punctual for meetings and appointments. Whenever my staffs rang him up to locate his whereabouts, he will never attend to the calls. However he will be super-fast whenever his payment is prepared. I noticed his behaviour continued for the next few meetings. After three months, I decided not to renew his contract with us after obtaining another labour agent supplier. The new labour agent supplier acts professionally and communicates effectively for the benefit of our organization.<br />
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Another incident occurred at a popular hotel in Johor. When we entered the main entrance, the bell man did not greet us and his expression showed that he clearly snubbed us away. The bell man continued talking with a security guard and his poor attitude prompted me to inform his superior. What happened to the formal introduction greeting in the hotel by placing the right hand on the left chest? It is extinct or complete ignorance by several employees that do not understand the term ‘professional’? <br />
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One of the key vital tips is being punctual when meeting our customers. We do not want our customers waiting for us as every tick of time means business. It is suggested that being 10 minutes early before the appointment shall provide a comfort zone. It also provides you an opportunity to freshen up and apply light make up to enlighten your personal grooming. Apply a light fragrance or perfume and avoid strong ones as it might create discomfort with your customer. Ensure that your phone is in silent mode to avoid interruptions during the meeting. Receive your customers with warm and courteous feelings. If we are sitting when the customer comes, stand up to greet him. Our body language should indicate that we are always receptive with acceptance. Always ensure that you had established eye contact and paint a beautiful smile to greet your customers. You should offer handshake as a sign of greetings and bonding relationship. When you offer handshake make sure it is in the right angle with your thumbs are 90⁰ and other fingers joined straight. One or two pumps should be sufficient and greet the customer’s name with title. As you hand shake, nod your head in acknowledgment and your upper body lowered a bit to portray acceptance. If the customer has come to your workplace, bring him to the designed meeting room. Offer him a seat and ensure that the main person be seated in front of you for easier discussion. Exchange business card by holding the tip of the business card in both hands. The business card you receive from your customer should not be kept in your card holder or wallet immediately. Place the business card on the right of you for your view and form of respect. Once the customer is comfortable, offers him refreshments such as tea, coffee or bottled mineral water. If the customer prefers bottled mineral water, provide it with an extra glass so that customer can pour accordance to his needs. If you have any forms of gifts to give to your customer ensure that it is acceptable for the customer to avoid the perception as bribe. Besides than that, ensure the gift objects are acceptable to customers and do not hurt their feelings as different race may have different taboo on several items. For example it is prohibited of giving clock to Chinese as it marks a symbol of dead or funeral. Once the meeting is over, accompany the customer till he reached the lift or exit door and thank him for the allocated precious time. <br />
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Thus we can summarize that professional introduction is not only about handshake or greetings but it requires the right attitude, dedication, sincerity and etiquette which was clearly missing from initial labour agent supplier or the bellman. Whenever I discuss about professional introduction in my training's, it seems an easy meat for the participants but when I asked them to role play it, definitely there are areas to tackle. Throughout the years professional introduction has remained the same but most of us simply ignore several tiny aspects that differentiate between quality and moderate customer service. Train your employees the importance of professional introduction as it shall provide the first impression when meeting a customer. <br />
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-51869368026757048382014-01-09T07:05:00.000-08:002014-01-12T22:36:05.638-08:00Managing Yourself When Dealing With Unhappy Customer<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgKNnZljRFImEOlCunEzvPjhQgfpkOMoI9GL6ZMIke5T9NEOosCAhN5CrjFqp7y0ZXfVWscbPwGQTuKr6pw-3gEYGXds0_JjQS5m4Bl_K-eQmXzGbPdjw1wFsZN6LlDNh7BsDguYhvIKpw/s1600/Yourself.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgKNnZljRFImEOlCunEzvPjhQgfpkOMoI9GL6ZMIke5T9NEOosCAhN5CrjFqp7y0ZXfVWscbPwGQTuKr6pw-3gEYGXds0_JjQS5m4Bl_K-eQmXzGbPdjw1wFsZN6LlDNh7BsDguYhvIKpw/s1600/Yourself.jpg" height="163" width="320" /></a></div>
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The new age of customer has
influenced organization to look into whereas scope of customer service skills
for their employees especially managing themselves. Each employee must able to
manage themselves when they deal with unhappy customers. It can be face to face
customer or even in telephone conversation. Unhappy customers can turn to abusive,
loud, crude and aggressive. <o:p></o:p></div>
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Are customers unhappy because of
the employee or the provided services? What do we do in return? Unhappy
customers may not able to control their anger and can be outspoken towards
employees. <o:p></o:p></div>
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Employees should not get
emotional when dealing with unhappy customer. Being emotional in return may
only trigger the situation to burst up without finding an amicable solution. Mainly
when we notice a customer is angry, it is in best if we remain calm and
composed. Identifying the root cause or source of the unhappiness should be set
as the priority. It is common for customers to vent out his feelings to maximum
but surely his actions shall cool down after some time. Let customer voice out
his concern completely and till then we should avoid interference. Interfering
as customers voice our may only increase the customer’s anger because in his
view we are not listening to his points. Remember that customer is not always
right but we do not have time to justify the rightness when customers are
angry. Let the ego out of the picture and your concern should be resolving the
situation rather than start the blame game. Employees should keep on track
their body language. Being physically straight to their face may not be ideal.
Your upper body should be lowered a bit which indicates acceptance. If possible
have your palms together and nod head of approval when customer voice out. Avoid
showing inappropriate gestures such pointing out with index finger which can
look threatening or harmful to customer. Your expression should genuine and
shows sincerity such as describing the statement “We are deeply sorry for the
situation you are in”. To return anger with anger is something that clearly
should be avoided by the employee. However it is the duty of employees to portray
the commitment and willingness in resolving the highlighted complaint. Apologizing
whenever required can also be crucial in tackling the situation. Customers
would love to see apologetic words and replacement in view to resolve the
problem. The employee should consider bringing the customer to a private room
as the walk or atmosphere may reduce his anger. Offer the customer a cool drink
and state that his situation is understandable and should not have occurred in
the first place at all. If the situation still persists, it is important to
call in your immediate superior or manager to iron out the situation. Finally
apologize again at the end and thank him for voicing out the noted
dissatisfaction. As long as we have resolved the situation, customer shall
always remain receptive. Take the customer’s contact details so that you can
send him a voucher, discount card or gift as part of customer retention. <o:p></o:p></div>
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Employees should keep in their
mind set that customer has nothing personal against them, it is the deficiency
in service that invoked his dissatisfaction. The management must also continue
to evaluate their employees’ performance and ensure they are given the right training
to handle customer. Not all the employees’ are equipped with the required knowledge
to handle customers. We do not want to lose even a single customer because our
incompetence in tackling the situation. According to Lee Resource Incorporation who claimed that “Attracting a new customer costs 5 times as much as keeping an existing one”. What is more important to sustain a business - <b>Customers or Inability to Manage Oneself</b>? <o:p></o:p></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-35758725227714318242014-01-09T00:46:00.000-08:002014-01-09T00:47:22.190-08:00100% ATTITUDE In Customer Service<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg1TpqzbFdWCu64RGEj1I2xl4La3Tw2x7wfpuNyEd1Ron3fMmYa6KKdAoqfY1bf90YvW8k19EtGMgAtgy4q1srGFnirO9OKuSMafLYq6-zUTT4nfzy4mly9_QxTHNz_hin2Msjl90DBT2E/s1600/Attitude.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg1TpqzbFdWCu64RGEj1I2xl4La3Tw2x7wfpuNyEd1Ron3fMmYa6KKdAoqfY1bf90YvW8k19EtGMgAtgy4q1srGFnirO9OKuSMafLYq6-zUTT4nfzy4mly9_QxTHNz_hin2Msjl90DBT2E/s1600/Attitude.jpg" height="213" width="320" /></a></div>
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What’s the point if you spend so
much beautifying or upgrading your premise with latest technology, furniture,
equipment or layout but you have bad attitude staffs? Negative attitude staffs can derail your
primary vision to provide exceptional customer. In this article we shall not ascertain
the selection or recruitment scope but instil the right attitude to all the
employees when dealing with customers. According to a survey conducted by
Institute of Customer Service in United Kingdom, 62% of complaints arise from
with staff attitude and lack of competence. Bad attitude such as ignorance,
rude, untidy, emotional, unprofessional, unhelpful and inability to take initiative
at workplace can spread like a disease. It can easily infect other employees
subsequently influencing them to incompetent professionalism at workplace. <o:p></o:p></div>
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First impression is the lasting
impression. In one of a quick lunch, I and my colleague went to a Chinese
Restaurant located at Bandar Putra, Kulai, Johor. We ordered Sambal Fried Rice
and guess what came along the fried rice. In the first scoop, my colleague noticed
a tiny fried black fly. Worse when we notified the restaurant waitress, she
gave a cold look as if we put the ‘fly’ inside the fried rice. She took the
plate away without being apologetic or even asking if she require any
replacement. It was our first visit there and surely that shall be our last. Immediately
both of us left the restaurant and vowed never to go back there again. During
the first visit to any outlets, restaurants, hotels or cafeteria, customers
always has a veil of optimism. If we are unable to provide excellent customer
service, we may just forget that customers will ever come back to us. No wonder
first impression lasts forever. <o:p></o:p></div>
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The right attitude states that employees
should always remain positive and dedicated in problem solving. It is the responsibility
of the management to instil both positives and problem solving techniques.
Training and developments enables employees to acquire new skills that shall be
helpful in customer service. Creating the environment is necessary in building
a positive vibe at workplace. Employees do not want regime style management
which restricts the flow of operation smoothness. Employees that are constantly
positive are the ones who look at problems or weakness as opportunity for
improvement. Whenever customers require assistance, it is the duty of the
employees to assist us in resolving the problem. Inability to resolve the issue
may create displeasure and increases the curiosity of employees’ reliability or
competence in handling customers’ feedback.<o:p></o:p></div>
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The right attitude includes
employees to smile, approachable and adaptable. There are times when we noticed
that employees do not smile at all to their customers. Imagine a stoned face
representative your order and does not even smile. Most of the time we tend to
think, are we buying the product with their money and if it isn't why are they
staring at us in such expression. Smile is essential in customer service and
each employee should value its significance. It makes employees much more
approachable to customers. A gloomy expression blinds out the required bonding
in customer relation. If you are working in an information counter at a shopping
mall, it is vital to smile and be approachable always. Shoppers always require
you guidance and assistance to ensure they are on well guided. Information
counter receptionist should adapt the latest updates and information that shall
builds the overall product knowledge at workplace. Remember that essential
product knowledge contributes to reliability and sustainability. Even if there
are new technology gadgets at your workplace, employees should be trained to
adapt the new innovation. This provides them the required confident before
handling of the gadgets in front of the customers. <o:p></o:p></div>
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The right attitude requires being
professional at workplace. Have you ever heard employees lamenting the bad or
the long day they ever had. Being professional includes leaving your problems always,
ability to work competently especially with minimum supervision, less complaint
of work hectic and provide quality service despite pressure. I remember going to a coffee shop at Tampoi, Johor.
It was about 9 am but yet crowded. We managed to a get a sit for two. We noticed
there was only one waitress taking orders and we had to wait almost 15 minutes
to get our order taken. We ordered Teh Tarik and Nescafe with two toast oatmeal
bread with kaya and margarine plus one half boiled egg. After 10 minutes of
wait, we received our order, Ice Tea and Iced Nescafe, one toast bread and two half boiled egg. We
knew the waitress had made a mess in the taken order. We called the waitress
that took our order and when she came to our table, the waitress voiced out
that she is having a bad long day with two staffs had taken urgent leave. For
customers, the employees are paid for to manage the situation and handle
professionally their tasks. Thus lamenting your bad day situation to customers
does not resolve anything but affects the professionalism of your organization.
Most employees envy their managers who always delegate his task but take all
the credits for the accomplishment. Truthfully there are no easy jobs in the
world. All that matters for customers is to ensure that their products and
services achieve the necessary quality requirements. Whatever industry you may
be in, customers do not care your bad long day you went through at workplace.
They are less concerned on your unexpected events you had encountered. To all employees,
the moment you stepped into your organization, leave your house problem and
distractions away. Sticking to your problem affects emotionally and may be decisive
in your judgement at workplace. The
owner pays your salary for 8 hours of effective contribution at workplace and
being unprofessional may distinct from achieving the overall objective. Every
tasks or jobs have its pressure but yet the demand for quality should never be
compromised.<o:p></o:p></div>
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The right attitude also entails
employees to be well groomed with right choice of personal appearance. Poor
personality may subsequently affect the image of an organization. Imagine going
to a restaurant with the waiter having beard, sleepy eyes, dirty apron, long
finger nails and untidy hair wants to take order from you. The poor personality
shall influence customers to stay away from the restaurant. Organizations
should emphasize the importance of personal grooming such as light make up,
right choice of fragrance or perfume, neatly shaven, tidy hair and clean but appropriate
attire. Having the right personal appearance shall create a positive feeling
when communicating with customers. Change your appearance and surely the feel
good mood encircles your thoughts which resurgences the confident outlook. <o:p></o:p></div>
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</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.0pt;" valign="top" width="23"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>B<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 16.65pt;" valign="top" width="22"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>C<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.75pt;" valign="top" width="24"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>D<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 16.2pt;" valign="top" width="22"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>E<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 15.85pt;" valign="top" width="21"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>F<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.85pt;" valign="top" width="24"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>G<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.75pt;" valign="top" width="24"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>H<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 14.9pt;" valign="top" width="20"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>I<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>J<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>K<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>L<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 20.45pt;" valign="top" width="27"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>M<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>N<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>O<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>P<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>Q<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>R<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>S<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>T<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>U<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>V<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 20.8pt;" valign="top" width="28"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>W<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>X<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>Y<o:p></o:p></b></div>
</td>
<td style="background: #A50021; border-left: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b>Z<o:p></o:p></b></div>
</td>
</tr>
<tr>
<td style="background: #A50021; border-top: none; border: solid windowtext 1.0pt; mso-border-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.5pt;" valign="top" width="23"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">1<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.0pt;" valign="top" width="23"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">2<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 16.65pt;" valign="top" width="22"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">3<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.75pt;" valign="top" width="24"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">4<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 16.2pt;" valign="top" width="22"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">5<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 15.85pt;" valign="top" width="21"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">6<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.85pt;" valign="top" width="24"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">7<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 17.75pt;" valign="top" width="24"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">8<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 14.9pt;" valign="top" width="20"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">9<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">10<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">11<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">12<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 20.45pt;" valign="top" width="27"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">13<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">14<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">15<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">16<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">17<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">18<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">19<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">20<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">21<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">22<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 20.8pt;" valign="top" width="28"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">23<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">24<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">25<o:p></o:p></span></b></div>
</td>
<td style="background: #A50021; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; mso-border-alt: solid windowtext .5pt; mso-border-left-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt; padding: 0cm 5.4pt 0cm 5.4pt; width: 18.95pt;" valign="top" width="25"><div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<b><span style="font-size: 8.0pt;">26<o:p></o:p></span></b></div>
</td>
</tr>
</tbody></table>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<br /></div>
<div align="center" class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: center;">
A=1 T=20
T=20 I=9
T=20 U=21 D=4 E=5<o:p></o:p></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<o:p></o:p></div>
<div align="center" class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 36pt; text-align: center; text-indent: 36pt;">
TOTAL: 1+20++20+9+20+21+4+5= 100%<o:p></o:p></div>
<div class="MsoNormal" style="margin: 0cm 0cm 0.0001pt 36pt; text-align: justify; text-indent: 36pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
The word <b><span style="font-size: 14.0pt;">ATTITUDE</span></b> carries <b><span style="font-size: 14.0pt;">100%</span></b> positive, dedication,
commitment, trust, personal grooming, professionalism, reliability, approachable,
adaptable, courtesy, helpful, good smile and passionate in their work. Even 1%
less can affect the organization’s overall customer service. <o:p></o:p></div>
<br />
<div class="MsoNormal" style="text-align: justify;">
<br /></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-43996540937909103262014-01-07T07:29:00.002-08:002014-01-09T07:08:58.301-08:00Managing Customer Expectations<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoiIRuArdgZ-lIKlj3wW0eoCYLPoAjw9oknSRga1OcDmrnrZKZ-nJI6JRRfIIYXXAZQpK4igDCrhKuz3k-5Pt3TsDwyY9VrHM3PVtXpZuFlnStvy3TwqLV8wTi7zLZI7KubLAu7QJhx6M/s1600/Expectation.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoiIRuArdgZ-lIKlj3wW0eoCYLPoAjw9oknSRga1OcDmrnrZKZ-nJI6JRRfIIYXXAZQpK4igDCrhKuz3k-5Pt3TsDwyY9VrHM3PVtXpZuFlnStvy3TwqLV8wTi7zLZI7KubLAu7QJhx6M/s1600/Expectation.jpg" height="185" width="320" /></a></div>
<div class="MsoNormal" style="text-align: justify;">
Do all the organizations achieve
customers’ expectation? What does customer expects and how to fulfil their
needs and wants? According to Harris Interactive through Customer Experience
Impact Report, it claimed that ‘<i>Even in
negative economy, customer experience is a high priority for consumers, with
60% often or always paying more for a better experience</i>’.<br />
<br />
A close Chinese colleague
of mine simply loves Biryani. He would try almost all the new outlets to find the
best Biryani in the town. What craves him so much to this particular Indian authentic
food? He stated that when he was young he ate Mutton Biryani and he felt the
taste is still in his throat that is unmatched till now. He had even
highlighted to several restaurant proprietors for improvements if it is cooked
below expectation. It is crystal clear that he wants only quality Biryani even
if he had to pay high price. Based on the Biryani example, my colleague has set
an expectation but his likings may differ from others. However what he may like
may not necessarily suits other customers and vice versa.<br />
<br />
In this modern age it
is competitive to accommodate all the customers but we should try to at least match
their expectation as their needs and wants can change. Organizations should
always listen to customer feedback because without any feedback we may never
improve the quality of our services. Feedback can be either positive or
negative but organizations should use it as advantage to improve their products
and services. Management have to remain receptive and understand customers
concerns rather than ticking off customers’ appreciated feedback. Organizations
can conduct a survey poll to analysis if their offered product and services fulfils
customer requirements and expectations. Organizations should consider engaging expertise
or third party individuals such as consultants and trainers to conduct gap
analysis and provide recommendations to improve their products and services. Management
should not only store away customers’ or consultants feedback but be brought to
the next stage of action. It is vital to acknowledge the highlighted area and
work towards the reformation of the required changes. Improvements or changes
can be attained if organizations are committed in integrating supportive
solutions such as technical assistance, quality ingredients, technology
gadgets, financial allocation, skilled manpower and trainings. The management
should also consider developing customer blueprint to ensure a systematic
process to done in line with achieving customer satisfaction. Customers expect
management to provide precise and accurate information when arises doubts and
clarification. Customers do not want slow response to their queries but demands
fast and concrete action. If the management did not act fast to rectify the
highlighted issue, they may lose another customer and just imagine if the disappointed
customer spreads his unhappiness to others. The employees’ should be trained in
communication skills especially techniques on handling unhappy customer. Tackling
tactfully with a caring attitude should be instilled within all the employees
whenever they want resolve their brought up queries. Even at times when price
hikes are bound to occur, customers are willing to pay extra for quality
product and service. Thus if management is unable to fulfil customers’
expectation or undertake effective measurements, it can be met with harsh
response as dissatisfaction continues to mount up.<br />
<br />
According to an article by White
House Office of Consumer Affairs, Washington DC it is reported that ‘<i>Happy customers who get their issue resolved
tell about 4 to 6 people about their experience</i>’. Each customer has
different perception, lifestyle, taste or liking that accommodates their needs
and wants. According to Timothy Heffernan through <a href="http://timothyheffernan.net/">http://timothyheffernan.net</a>, he claimed
that “<i>Despite 40 years in digital
photography, Kodak went bankrupt because
they failed to monetized new products that allows consumers to save and share
memories but instead focused on its core dying product, film’</i>. If an
established organization such as Kodak itself had went bankrupt for its failure
to fulfil customers’ expectation, imagine others that did not suit their
product lines. No organizations can take
things for granted and always must be innovative in matching customer needs and
wants. Throughout the years customers’ expectations have changed dramatically to
suit the modernization of global appeal for lifestyle suitability. Your organization
may be small, medium or large but you have to constantly track customers’ need
and want especially re-establishing the products and services cycle to fulfil
customer expectations and remain competitive in the market.<br />
<o:p></o:p></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-8503548380925111922014-01-06T23:09:00.003-08:002014-02-20T12:40:53.989-08:00Smile Makes A Difference In Customer Service<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjb7bMH2j6qTw3wx3C7QC0sheWx5QJkDcj_kvORsVlVm_Wajl2ynU9EsSsvIg57fBInvzNiK-SkMOZMm4zk5a8DE20V3yfeip5K0yLxpY-nw9tXqc1c5Bc0ii_aWrmOHi7WNmnPWLjf1NQ/s1600/Smile.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjb7bMH2j6qTw3wx3C7QC0sheWx5QJkDcj_kvORsVlVm_Wajl2ynU9EsSsvIg57fBInvzNiK-SkMOZMm4zk5a8DE20V3yfeip5K0yLxpY-nw9tXqc1c5Bc0ii_aWrmOHi7WNmnPWLjf1NQ/s1600/Smile.jpg" height="65" width="320" /></a></div>
<div class="MsoNormal" style="text-align: justify;">
A good smile is influential in
creating exceptional first impression and positive environment in customer service. How do
you feel if you are entering a shop, and the shopkeeper gives you a cold
face, stoned expression or sharp look? However the expression can change if the
shopkeeper adds a smile to his actions. Similarly if we feel welcomed or sense
of belonging when we entered a hotel and be greeted with a greeting smile by
the front office staffs.<br />
<br />
Smile has the power to attract or change the
perception of an organization. Smile can be either beautiful or fake? Customers
can differentiate if we are genuine in our hospitality. Smile brings out the
best of sweetness, pride, friendliness, happiness, love, welcome and feel good
atmosphere at the outlet. However several smiles are done in force or by
involuntary acts of nervousness, frown, blushing, embarrassment or awkwardness
in an uncomfortable way. All the industry has emphasized the importance of
smile when they deal with their customers. A smile can be used by employees
when they greet, talk, acceptance, declination, in deep thought, consideration,
openness or honesty when dealing with customers.<br />
<br />
On my visit to Bali Thai
Restaurant at Singapore, I felt the customer service
was good even when the outlet was crowded. Since it was my first visit there, I
enquired several times on the choice of the offered menu but the waitress
continued to assist us with a friendly smile. I noticed there were improvements
at Starbucks outlet at Kulai as the counter representative named Tikka served
us with welcoming smile. She did not refrain from smiling and continued to
explain with ease when I enquired the best possible beverage for that
particular time. Whenever I am going to Tea Garden outlet at Johor, I always
feel relaxed especially with the smile and customer service provided by Ram
Prasad, the outlet’s supervisor. In one of the hotel that I trained, I noticed
that their bellboy did not even smile to any of the local visitors except to
foreign visitors. A Mamak restaurant near my lecturing university possesses the
same typical customer service, hardly any smile when communicating with their
customers. Another incident that is related to poor smile service was when I
and my friends were dining at a Chinese restaurant at Johor Bahru. We noticed
an elderly Singaporean Indian couple who seemed very jovial steeped into the
restaurant. After glancing through the menu, they decided to order but an
unexpected twist occurred when the elderly lady pronounced one of the food names
wrongly. The waitress who was there to take the order smiled cynically and
sheepishly which angered the husband. They decided to walk off from the
restaurant immediately and complained to the manager that smiling cynically
means looking down on them.<br />
<br />
When we discuss about Service Tax, we feel
exceptional customer service that includes a good smile but are the staffs
aware the importance of delivering the right facial expression? The management
should ensure that the employees’ are always smiling when they engage with
their customers. Smile is precious and it adds justifiable valuation to your
branding. There are various types of smile such as smug smile, contented smile,
proud smile, half smile, tight lips smile, cheered smile, naughty smile, open
mouth smile, amused smile, superior smile, happy smile, considerate smile,
beautiful smile, sweet smile, love smile, sheep smile, hyena smile and anxiety
smile. Employees should be trained to smile because each smile interprets
different messages to customers. Even when we are on telephone conversation
with our customers, a smile in a voice makes the communication pleasant.<br />
<br />
SMILE
is not reserved for special occasions because it has to be natural all the way
long when we serve our customers. Smile is free but if organizations do not
train their employees on various types of smiles, customer shall feel a robot
alike customer service or worse a similarity when we used a vending machine.
When we insert coins in a vending machine we get the ordered product, thus in
future if the Management is not committed to do changes in the organizations,
customers have to even pay to get a beautiful smile from the employees.<o:p></o:p></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-61334006681797158262014-01-04T00:46:00.002-08:002014-01-09T07:10:47.961-08:00Are Customers' Complaints Addressed Effectively?<div class="MsoNormal" style="background-color: white; background-position: initial initial; background-repeat: initial initial; text-align: justify;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhnF8Z84mEPD_O5sHNYxikMfPHSbyozMQY59bgj5CG9dK4aINc8apFvqXG9P8-RDDHUvPdr5lCJZs0Oc_w8GEJ5dyiTVtv-zcKhy9q6UzDL178BXb4MYn1_Sa2DFi_67a2TEFY5x3hyeEY/s1600/mban1096l.jpeg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhnF8Z84mEPD_O5sHNYxikMfPHSbyozMQY59bgj5CG9dK4aINc8apFvqXG9P8-RDDHUvPdr5lCJZs0Oc_w8GEJ5dyiTVtv-zcKhy9q6UzDL178BXb4MYn1_Sa2DFi_67a2TEFY5x3hyeEY/s1600/mban1096l.jpeg" height="320" width="277" /></a></div>
<div class="MsoNormal" style="background-position: initial initial; background-repeat: initial initial; margin-bottom: 0.0001pt;">
Are all your complaints being addressed effectively?
To whom do you complaint? Is the officer in-charge is an experienced person in
managing complaints? The
common customers’ complaints include facility faultiness or defects, lack of
product knowledge and poor customer service skills. According to Michael Hill
through <a href="http://www.customerfocusconsult.com/"><span style="color: blue;">www.customerfocusconsult.co</span></a>m, he claimed
that ‘<i>A study carried out by the Warwick Business School revealed that 53%
of examples of outstanding service resulted from complaints handled well by a
business</i>’. However do all the customer complaints are taken positively by
the management?<br />
<br />
Poor handling of customers may only foresee customers to voice
out their dissatisfaction up to maximum level. The new age of customers
especially the frustrating ones goes to extent of inserting their comments
being heard in social network. Customers can be hysterical, loud, abusive or
screaming when they demand for changes. Managing complaints can be a stressful
task if the employees are not given the right guidance and authority. Sending
newcomers or novices to resolve customer complaints shall result backlash as
their inexperience’s may invoke further anger among customers. In one of my
visit to a cafeteria, a customer seated beside my table ordered Ice Kacang. She
tried the Ice Kacang and felt that the corn had bitter taste. She called the
waiter and explained that the corn might be tainted and the waiter just nods
her head in acceptance of the explanation. As a waiter or management team what
would you do? The common practice is to apologize, change the whole set,
recommend other products and give complimentary items. However the waiter came
back with the same Ice Kacang by only removing the corn from the bowl. The
customer let her frustration burst and the whole cafeteria had the spotlight on
her table. The supervisor rushed and had to calm the situation down but the
customer went off angrily.<br />
<br />
Based on the situation, the waiter did not have the
right guidance on what to do if the product is found tainted. The waiter is
also new to the place and does not have the adequate knowledge to address
customer complaints. By the time the issue exploded, the customer had enough of
the justification and subsequently vents her disappointments at other channels.
The management should be held responsible for their employees’ incompetence in
resolving customer complaints tactfully. Organizations should never take things
lightly on customers complaints and always be prepared when such situation
arises. All employees should be well prepared when encountering customer
complaints especially the person in charge should possess the right experience,
capability and expertise in engaging complaints. Poor on-job training also
contributes to the lack of poor management of customer complaints. It is the
responsibility of the management to ensure their employees are well-briefed and
trained in handling customer complaint. Management should also meet customers
in private to ensure the complaints are resolved.<br />
<br />
In Malaysia, if
customers are unhappy with the provided services they can also voice their
complaints to National Consumer Complaints Centre through <a href="http://www.nccc.org.my/"><span style="color: blue;">www.nccc.org.my</span></a>.
The agency provides customers to register their dissatisfaction through
E-Complaint, email and tele-conversation. According to Lee Resource
Incorporation ‘<i>91% of unhappy customers will not willingly do business with
your organization again</i>’. Judging from phrase, we should ask ourselves “Are
we committed in tackling customers’ complaints for continuous sustainability of
our business or simple ignorance that leads losing customers and revenue on
long run?” <o:p></o:p></div>
</div>
<div class="separator" style="clear: both; text-align: center;">
</div>
<div class="MsoNormal" style="background-color: white; background-position: initial initial; background-repeat: initial initial; text-align: justify;">
</div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-1759440928430350862013-12-31T23:14:00.000-08:002014-01-09T07:12:55.967-08:00Visit Malaysia Year 2014 <div class="MsoNormal" style="text-align: justify;">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgzZYF8XKVa73IXDEz87zwmn7vgTDhkptxtxT-jeFDygFlidHxwKilqWvj_2bhD5rfqGQBZ9onLAKSzePcsD3nRb6T_Mpzl5bqjPb0N4oRSCRFBnGrJl7YTwQhnA31ND3m7YtPoqRk6XjQ/s1600/VMY+2014.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgzZYF8XKVa73IXDEz87zwmn7vgTDhkptxtxT-jeFDygFlidHxwKilqWvj_2bhD5rfqGQBZ9onLAKSzePcsD3nRb6T_Mpzl5bqjPb0N4oRSCRFBnGrJl7YTwQhnA31ND3m7YtPoqRk6XjQ/s1600/VMY+2014.jpg" /></a></div>
Malaysians should be geared for
year 2014. The year 2014 scales Malaysia’s tourism industry through Visit
Malaysia Year 2014 campaign. Surely Malaysia are not shortage of locations because we boast captivating attractions such as Langkawi, Tioman, KLCC Twin Tower, Batu Caves, Pagoda Temple, Desaru
and the list goes on. According to News Straits Times dated 1<sup>st</sup>
January 2014, the Ministry of Tourism and Culture aims to attract 28 million
foreign visitors to Malaysia.<br />
<br />
Despite the exotic tourism appeal in Malaysia, one area
that shall be under the frame of microscope is Customer Service. Public and
private sectors should instill the importance of customer service to ensure the campaign
is successful. Customer service ranges on the offered products and services
that include product quality, customer care, facilities, equipment’s, technical
installation, warranty, hygiene, grooming, communication, body language and
reliability. This may provide the related industries to extend their
promotional scales to attract customers to their outlets.<br />
<br />
However several
outlets may tarnish Malaysia’s image in this campaign by offering over priced
products with poor quality services. We do not want our visitors to be cheated
which shall reflect negatively to our campaign. The ministry should have a continuous
monitoring on such outlets and take necessary actions to curb unreasonable price
hike. Visitors that are treated excellently shall be referral to other
customers. According to Lee Resource Incorporation ‘91% of unhappy customers
will not willingly do business with your organization again’. Thus we do not
want to lose even a single customer and everyone should be treated fairly
without diminishing the service quality.<br />
<br />
This
campaign also requires all ministries to work closely as the responsibility does
not solely falls upon the Ministry of Tourism and Culture. For example, the
Health Ministry is required to conduct numerous inspections on all restaurants
to ensure it complies with hygiene and safety regulation. We also do not want
our foreign visitors’ to complaint the bad odor at Malaysia’s public toilet.
According to <a href="http://www.thestar.com.my/">www.thestar.com.my</a> dated
20<sup>th</sup> November 2013, the Urban, Wellbeing, Housing and Local
Government Ministry conducted inspection on 10 257 public toilets and claimed
that majority of it are still dirty with 1086 facility failed to even make the
cut. Worse the Ministry reported that no food premises were chosen for the gold
prize under the ministry’s 1Malaysia Clean Toilet Awards 2013 as none had fulfilled the requirements.<br />
<br />
The ministry should firmly ensure that all organizations especially hotels and food related operators emphasize the valuation of customer service training to their employees’. Training and development can mold the employees’ skills otherwise if the employees are unprepared, surely it shall jeopardize the overall campaign objective. As Malaysians all of us have to be co-operative and ensure
that the campaign is successful in terms of revenue and hospitality. Failure to
do so may harm Malaysia’s image in global eyes and in return affect all the
industries that ranges from airlines, hotels, restaurants, tour operators, tourist
agencies, transportation, entrepreneurs till trishaw riders in Malacca. Finally
I would like rephrase a quote from Sam Walton, the Founder of Wal-Mart who claimed
that “There is only one boss. The <b>CUSTOMER</b>.
And he can fire everybody in the company from the chairman on down, simply by
spending his money somewhere else.”<br />
<o:p></o:p></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-75758455012823485132013-12-31T00:50:00.001-08:002014-01-09T07:13:46.607-08:00Customer Feedback-Does It Serve Its Purpose?<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpnnu7opeCs-5owfWHD0pgZKX5FujFGDuYltcuqVBrwNZOIzJlnTYhyphenhyphenLnFtPdcQEQ9dQf__X0y_4c7ptbTCS2BIIW61oXbEKD64C8aitythJagcL7MHTQQtUD1FZg92wxBtUsGB1Y25v4/s1600/1.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpnnu7opeCs-5owfWHD0pgZKX5FujFGDuYltcuqVBrwNZOIzJlnTYhyphenhyphenLnFtPdcQEQ9dQf__X0y_4c7ptbTCS2BIIW61oXbEKD64C8aitythJagcL7MHTQQtUD1FZg92wxBtUsGB1Y25v4/s1600/1.jpg" height="212" width="320" /></a></div>
Why are
we gathering customer feedback? Is customer feedback an important tool to analyse
customers’ opinions? <span style="letter-spacing: -.1pt;">According to Whitney
Wood, Managing Partner of The Phelon Group "<i>If you handle it right, the dialog between you and your customers can
become the lifeline of your business. To establish and maintain a healthy flow,
customer feedback must result in change your customers can see. Change is the
most powerful currency to reward vocal and consultative customers</i>."</span><br />
<br />
Customer feedback form is designed to provide informational input to
analyse improvement on the provided product and service. We can obtain feedback
through various techniques such as telephone surveys, engaging a third party,
survey form, questionnaire and online response. However, I always wondered if
the managements are devoted in tackling customers concern through the
highlighted feedback.<br />
<br />
Few months back, I went to a pizza outlet, only to be
left disappointed with the poor service from the waiter. The waiter poorly
handled the order procedure and showed grumpiness when I expressed his poor
service. He even placed the cutlery angrily. Upon leaving the outlet, I
informed his superior on the waiter’s service and demand for improvement. I
even wrote the feedback on the given customer satisfaction form for their
record and future references. Within one month I had an opportunity to go to
the same pizza outlet again with my colleagues. Deep down my heart I expected
there shall be improvement in the service but once again the same waiter wined
out the same poor service. After ticking the waiter off, we called the manager
and explained the situation. Recalling the previous incident and satisfaction
form, I demanded if the manager had taken any steps to improve the service
especially from the waiter. Dumbfounded expression was enough to ensure that
the manager did little to neither mend nor rectify the situation.<br />
<br />
Another
example that I would like to share was having a tea at a popular cafeteria. I
liked their warm service but felt they could improve especially on key
salutation areas. I wrote down in the given feedback form and explained to the
cafeteria supervisor the importance of greetings through salutation. On my next
visit to the cafeteria, the waiters had applied the given feedback and thus it
increases my likelihood to go often to the cafeteria. Upon knowing my arrival
to the cafeteria, the outlet manager and supervisor thanked for my points. The
manager stated that improvement shall be done to fulfil customers’ needs. It
also shows that they are serious in tackling any deficiencies.<br />
<br />
Based on both
examples, customer feedback forms are used to address any views from customers
except for implementation. Example A used the feedback form as mere
documentation but Example B used it to improve and provide quality service to customers.
In long term, which outlet shall gain from the improved customer service? Such
concern shall remain not only for Example A but for all other organizations
that continuously ignores the provided feedback. It is common for poorly
trained officers to belittle the importance of customer feedback and in such
case management should emphasize the importance of constant monitoring and
control. It is their duty to train their employees especially with the current
customer that demands perfection and exceptional excellent service. Management
needs to be firm with their employees when applying changes for the betterment
of customer service. End day, it is how a management perceives the customer
feedback form - A piece of idiotic paper or <b>VALUABLE INFORMATION FOR
IMPROVEMENT</b>.<o:p></o:p></div>
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-59796256860562656712013-12-22T00:12:00.000-08:002014-01-09T07:15:15.910-08:00 Hygiene And Customer Service<div class="MsoNormal" style="margin-bottom: 0.0001pt; text-align: justify;">
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When is the last time you experienced a poor hygienic outlet?
Poor cleaning practices and employees hygiene awareness has major influences in
attracting customers.<br />
<br />
Richard Milne through Nordic Correspondent (Financial
Times Limited 2013) stated that Noma, an exclusive restaurant in Denmark
resulted 63 diners fell ill with vomiting and diarrhea which was due to poor
hand hygiene and lack of running hot water. In year 2009, the Fat Duck
restaurant at England had 240 diners suffered gastroenteritis due to
contaminated oysters and handling of food by infected employee.<br />
<br />
In the year
2003, Malaysia’s Ministry of Health stated that 1097 restaurants, 603 stalls,
92 hawkers, 76 schools canteens and 31 food manufacturers were closed due to unhygienic
operation. Poor hygiene practices have increased the concern among shoppers and
diners especially at supermarkets, hypermarkets, restaurants, cafeteria, food manufacturing
plants and wet markets. Several unhygienic factors includes cleanliness of employees
such as long finger nails, unhygienic food preparation, poor personal grooming,
uncooked water, congested piping, poorly washed equipment’s or cooking pots, poor
environment such poorly maintained air conditioners, dirty cutlery or attire, smelly
washroom, opened food containers and lengthened food storage.<br />
<br />
In one of my
visit with a friend to a mamak restaurant at Skudai, I declined to order any food
or beverage. My friend ordered teh tarik but he got puzzled why I did not order
anything. I said the appearance of the waiter with poorly shaved beard or moustache,
dirty finger nail, sweatiness, dusty floor and not cleaned attire is enough to
reject the offer. I went to the washroom and could not resist its bad odour. When
the waiter came back with the teh tarik, my friend told to the waiter that he
did not want the drink and we went to another restaurant. Most outlet
proprietors feel that customers should adapt to the current environment but it
is the other way round. Outlet proprietors have a <b>SOCIAL RESPONSIBILITY</b> to
customers and maintaining good hygiene is part of essential customer service. <o:p></o:p></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-86322167888517408262013-12-20T22:25:00.000-08:002014-01-09T07:16:08.192-08:00Price vs Quality<div class="separator" style="clear: both; text-align: center;">
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<span style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px;">Price determines the growth of any business in any industry. The phrase “Cheap product has low quality or expensive products has higher quality” remains intact in customers mind set. Lately the global price hike in petrol has resulted for most organizations to increase their products and services prices. </span><br />
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<span style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px;">My wife always grabs the opportunity whenever new restaurants are launched. She likes to try new food for whatever price as long it provides the required satisfaction. Recently she decided to try an Indian restaurant but was taken back with charges. She felt being vindicated because the food she consumed was charged double the amount compared to any normal restaurant. She felt the product quality was below par, poorly served and lacked the right valuation. She voiced those comments to the restaurant proprietor but she was snubbed claiming that the petrol hike means they have to increase all the prices. Most Indian restaurants in Johor have charged higher prices but failed to address on the quality measurements of their products. </span><br />
<span style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px;"><br /></span>
<span style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px;">Another example was based on a regular cafeteria in where I and my colleagues would hangout for their famous Hainan Tea. Immediately after petrol price hike, the next day the cafeteria has new designed menu card with ‘new’ price for their products. For the next few days we noticed a big comparison in the cafeteria, the product quantity has reduced and the quality of the product has plunged. The content of product does not have many ingredients as before which could be termed as cost cutting measures. Even the price of Hainan Tea has increased but the flavour is missing the previous golden taste. The question remains “Has the quality being compromised despite hiking the product or service price?” Does the restaurant or cafeteria proprietor feels that customers shall buy for whatever prices even if the quality is degraded? </span><br />
<span style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px;"><br /></span>
<span style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px;">Most organizations still maintain that products are priced accordingly and quality is not neglected. However as customers we can see the vast differences in the quality of the offered products whenever they increase the price. Majority of the organizations should emphasize that customers purchase their products with intent of deserved valuation or worth the money. Setting high price is acceptable but if the quality slackens, the word of mouth shall smear any organization in the bad books of customers. </span></div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-5213127542138836862013-12-20T22:24:00.001-08:002014-01-09T07:16:48.064-08:00Poorly Trained Employees<div class="tG QF" style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px; position: absolute; text-align: justify; width: 0px;">
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Poorly trained employees have constantly influenced quality deficiency and face difficulties in handling the assigned tasks effectively.<br />
<br />
In one of the training I conducted at a sub-con manufacturing plant, I found out that their organization have high rejects especially from the production department. Two factors that has been narrowed down to the high rejects; firstly majority of the production operators are foreigners that leads to communication barriers and secondly they do not have adequate job nor process knowledge to carry out the task effectively. Every day in the morning briefing, the Production Manager just explains the areas to tackle and types of rejects. The manager claimed that training's are just a waste of time and employees should learn the traits on their own. The high rejects has only resulted repetitive tasks in production which affects the overall shipment or customer delivery timeline. Crystal clear that not all techniques can contribute to success as each employee possesses different level of knowledge especially in understanding the job process. Based on the above scenario, the production manager has made two errors; firstly he failed to provide the right training method and secondly failures to neither rectify nor improve the first committed error.<br />
<br />
There are various techniques to train new employees such as using visual or photos to identify types of rejects, utilizing job orientation, process monitoring, mentor mentee, job rotation, shadowing, e-learning, coaching, simulation, games, off job training or process knowledge. Management should take things seriously and apply the right methods to ensure the organization’s growth is in the right direction. Training can be experimental but the main objective is to gain results. I always emphasized that organization have a responsibility to provide the RIGHT training methods to their employees as part of talent management. Training and development maintains employee retention subsequently upgrading their skills that leads to productive performance. </div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-44179971194884597092013-12-20T22:22:00.002-08:002014-02-01T08:19:08.899-08:00"Thank You. Please Come Again"- Customer Service<div class="tG QF" style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px; position: absolute; width: 0px;">
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<br />
“Thank You. Please Come Again”. The tactful phrase has been a common well-wishers exit by organizations to customers. The exit statement unlocks a curiosity “Why customers have to come back to your outlet again”. <br />
<br />
It is common belief that customers come back to the same outlet only if their needs are fulfilled and satisfied with the overall service. Customer retention involves the offered products and service which are supported with excellent customer service. X Factors such as price range, variation, personnel, appearance, technology advancement, promotion, convenience, safeties and reliability shall determine on continuous customer retention.<br />
<br />
For example, customers always prefer a clean and hygienic restaurant compared to filthy and congested cafeteria. Even if the restaurant is clean and hygiene, the following factors shall be considered by customers such as the price of the products, offered choices, atmosphere, Wi-Fi and seating arrangements shall be taken into consideration. Customer satisfaction has constantly grown from periodical to much aligned techno savvy generation.<br />
<br />
The elusive questions remain “Does all organizations have continuously conducted analysis on their weakness and IMPROVED their services?” The organizations’ management should be serious in applying changes for improved customer service. Majority organizations still assume that customers shall always come despite average customer service. Since the implementation of service tax, customers have known their rights for exceptional excellent service.<br />
<br />
If organizations continue to take things for granted, customers shall always use the phrase “Thank You For Your Lousy, Poor, Out-dated and Incompetent Service. We Shall Never Come Again”. </div>
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-54040543336314626682013-12-20T22:21:00.002-08:002014-01-09T07:17:39.909-08:00Poor Queuing Techniques <div class="Ct" style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px;">
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Queuing techniques are coordination that enables employees to serve customers in a systematic method. An article by Richard Larson in <a class="ot-anchor aaTEdf" href="http://blog.tenstator.com/" rel="nofollow" style="-webkit-transition: color 0.218s; color: #427fed; cursor: pointer; text-decoration: none; transition: color 0.218s;" target="_blank">blog.tenstator.com</a> stated that ‘Businesses that implement effective queue management practices can speed up queue flow and improve service times by 30%. Poor queue management can impact consumer safety, reduce productivity, tarnish brand reputations and the list goes on.’<br />
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In one of my recent visit to a fast food restaurant at Kulai, Johor, I waited for almost 30 minutes in a group of 8 customers before my turn which is almost the same time we can order food and consume in normal dine-in restaurants. Customers always take into account of time-saving and fast service when entering fast food restaurants. It is important for employees to insert an effective queue management system to ensure the continuous flow of customers and efficiency in operations.<br />
<br />
Another intriguing situation shared by my colleague who had waited at a fast food restaurant at Sitiawan, Perak, in a group of 11 customers. Initially only one counter was open and the queue started to grow. After waiting for almost 20 minutes, his turn was in number 5 but the queue was up to 15 customers. Sensing that the customers are growing impatient, he noticed that the Floor Supervisor instructed one of his employees to open another counter. Once the counter was opened, the employee asked the queuing customers at the back-line to her counter. It created confusion and disapproval especially to the front line customers whom had already waited for such a long period. Several furious customers voiced out the poor coordination with abusive words. The floor supervisor and floor manager realised the mistake done by his employee tried to diffuse the situation which should have never occurred in the first place itself.<br />
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Clearly before a new counter was to be opened, the next following queued customer should be the main priority. Employees should be provided with the right customer service technique to prevent commotion by guaranteeing service to be provided one at a time, on an unbiased basis. Employers should insert appropriate customer service training to their employees as unsuccessful queue supervision can inflict harmful effects to any business in any industry. </div>
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-61192317541459517872013-12-20T22:18:00.002-08:002014-01-09T07:18:29.988-08:00Managing Drunken Customers<div class="tG QF" style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px; position: absolute; text-align: justify; width: 0px;">
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Managing drunken customers requires essential customer service skills as we have to deal with drunk people from all walks of life and within all industries. In one of the recent hotels that I audited, I found that there was a heated argument that turned into a brawl between drunk customers with waiters.<br />
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A report presented by Alcohol Focus Scotland’s ServeWise stated that ‘As drunkenness affects balance, judgement and sometimes the state of mind, there are many accidents and crimes where alcohol is a contributory factor’.<br />
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Being tough against drunk customers may not necessarily resolve a drunken case argument as it usually makes things worse and resulting into being harmed. The customer service personnel should be confident in exercising his duties because poorly trained personnel’s may give an upper hand to drunken customers. Techniques such as slowly ushering away one party from the scene may diffuse the situation as it calms down the aggressor whom do not have potential target to shout. Approaching the drunk sobers friend in tackling the situation is ideal too as the drunken customer prefers to listen more to his personal friends rather than an authoritative personnel. Applying friendly but genuine approach when dealing with customers is requisite to ensure situation remains under control. Alternatives drinks such as coffee, fruit juice or tea may do the trick in handling overly drunk customers. Customer service personnel should recommend the use of cabs when customers’ level of drunk has reached beyond control. Truly calling the legal enforcers may resolve the situation as the siren sound sends fear among the drunken aggressor. If the drunken customer is aggressive, escort him outside till the arrival of enforcer officer whom can look after the customers’ safety. Organizations can stop serving drunk customers immediately if they found them being intoxicated at a point of madness. It is profound that such act is done solely to be responsible to customers’ safeties.<br />
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Employers especially in hotels, restaurants, convenience stores, bars, transportation companies and service centers should provide a set of training programs for their employees with relevant skills to interact and engage with drunken customers. Even the recent riot in Serangoon, Singapore was attributed to a drunk individual that resulted death. But for me, I believe the incident could have been thwarted if the bus driver had used the right technique in handling the drunken passerby that came into the tour bus. The right training enables employees to initiate learning paths as well as insert liable service especially in serving alcohol that promotes social responsibility. </div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-50256571493815514432013-12-20T22:15:00.001-08:002014-02-12T04:54:22.954-08:00Product Knowledge Provides Reliability In Customer Service<div class="tG QF" style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px; position: absolute; text-align: justify; width: 0px;">
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Product knowledge provides sufficient and essential basic knowledge because it creates reliability when dealing with customers. Sustainable product knowledge among the employees shall enhance the level of confidence which subsequently strengthening communication skills.<br />
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My colleagues had went to several restaurants and found that most employees are unable to provide detailed product knowledge on their offered products and services. Hardly the employees could define nor describe the ingredients or presentation of a product. It has been a norm for employees to reply “I’m not too sure on the products, sir. You can refer to the given images of the products in the menu”. I had a similar experience at a popular cafeteria in JB town. The hot climate persuaded me to try on the offered desserts. Upon glancing through the offered selections, ‘Ice Kacang Soursop’ caught my eyes and I decided to give it a try. There were no images thus I enquired with the waiter whom had stated that it contains the normal Ice Kacang ingredients added with soursop toppings. Assuming that the provided product knowledge was accurate, I decided to go with the order. I got myself prepared to quench the thirst of sweetness but all fell flat when I saw the actual product. The ordered item just contained ice and soursop. The product did not contain any other ingredients as a normal Ice Kacang would have or as explained by the waiter. Clearly disappointed, I called the cafeteria supervisor and he stated there was an error in the menu which was supposed to be stated ‘Ice Soursop’ rather than ‘Ice Kacang Soursop’. He apologized for the error and replaced it with normal ice kacang. I explained to him that the menu error is acceptable but the cafeteria waiters should be trained to provide accurate product knowledge.<br />
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<span style="text-decoration: inherit;">Most organizations hire employees and briefly explain to them the background of their organization. The employers expect their employees to fend themselves with product knowledge. Train the employees and provide them with the required knowledge. Employees should be well-trained especially indispensable product knowledge to avoid miscommunication subsequently affecting the image of the organization. Employees should posses the types of products, background, price structure, models, styles, delivery, distribution, warranty and process. Essential product knowledge enables employees to provide the necessary guidance for customers's needs and wants. </span>Undermining the importance of product knowledge shall affect the overall image and operation of an organization. The palatable question remains elusive- Are Your Employees Equipped With Sufficient Product Knowledge To Serve The Customers?<b> What have you done to improve the situation</b>? </div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-13532627692115781882013-12-20T22:13:00.003-08:002014-01-27T09:02:09.671-08:00Customer Is Always CUSTOMER<div class="tG QF" style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px; position: absolute; width: 0px;">
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Customers are important for continuous business cycle. The modern globalization has seen the transformation for the needs for organizations to provide essential customer service to fulfill customers arising demand and inquisitiveness.<br />
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I had a similar experience when decided to change my usual laundry shop. Initially the price was the main factor to change outlet. The new outlet offers RM 1 lower compared to my usual delivered laundry. The first few visits to the new outlet were fine and the sales girl was always cheerful and receptive. However during the last few visits, i noticed that the sales girl's customer service was abrupt and rude. I was still contemplating on continuing to use the outlet's service. However I had the final straw when i passed the receipt and this time she was not even bothered to greet. She took the receipt and came back after one minute and passed my laundry with a stoned face expression . I decided that's it and after that I went back to my previous laundry outlet. Even though the previous one charges extra RM 1 but I am satisfied with the given hospitality.<br />
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A survey by White House Office of Consumer Affairs, Washington, DC proves that 1 unhappy customers will share the experiences to 9 other peoples and so on. Organizations requires to instill customer service skills to their employees to ensure they do not lose their valuable customers. Employees should trained on managing personalities and attitudes of customers. They may come across good, bad, ugly, demanding, angry, upset or abusive customers but customer is always CUSTOMER. </div>
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vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0tag:blogger.com,1999:blog-4777949795637681238.post-44248354316081802952013-12-20T22:03:00.001-08:002014-01-27T09:01:48.027-08:00Customer Service: Key Salutation Greetings & Titles<div class="tG QF" style="background-color: white; color: #404040; font-family: Roboto, arial, sans-serif; font-size: 13px; line-height: 18px; position: absolute; width: 0px;">
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Key salutation is vital in addressing our customers. When we mentioned key salutation, it is common to hear phrases such as "Good day, Good morning, Selamat pagi, Ohayao gozaimaz, Vanakkam, Zao Shang and Buenos diaz. Even when we address our customers it is important to insert titles such as Mr, Miss, Madam, Senora, Encik and Tuan. There has been wide speculation on how we address our customers. Several argumentative points suggested that addressing names without titles can be used with close related customers.<br />
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For example, John, how are you today? However it is not applicable to organizations that has multitude walk-in customers such as food and beverages outlets, retails, superstores and property developers. I went to recently opened Starbucks outlet at my area. A customer was in front of us and about to order his beverage. The outlet's representative addressed the customer "Abang nak apa" (brother, what you want). The customer asked back "Excuse me, bila masa i jadi you punya abang" (When did i become your brother). The customer continued with his order. Then it was my turn and the representative stated again " Abang nak apa" and i replied "Green Tea Latte". I told him to serve in a mug but within 15 seconds he asked again what was the order i made. I had to reinstate that it was Green Tea Latte. Noticeably key salutation greetings and titles were not used by the outlet representative. Besides, the outlet representatives forget my order within 15 seconds which shows lack of active listening skills.<br />
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The management should provide their employees a clear and professional key salutation greeting to avoid being painted negatively. Addressing customer through titles and salutation enhances the professionalism of an organization. Key salutation and titles are necessity elements in customer service skills that should not be compromised for whatever reason. </div>
vigaexalthttp://www.blogger.com/profile/05460153329788859755noreply@blogger.com0