The Ark Group have recently interviewed our very own Ava Lucanus for their upcoming release of a report called: Strategic Internal Communications: Boosting Corporate Culture, Productivity and Profitability. Within the interview, Ava's expertise is delved into, with specific reference to how the indiscriminate use of the telephone can impact on internal communications. With a wide range of questions and lots of useful hints and tips, this … [Read more...]
Myer's focus on service pays off
The struggling department store Myer has put in place a change of tactics in a bid to improve declining profits. By improving their customer service levels, Myer have seen a slight uptick in sales over the past few months. Chief executive Bernie Brooks says a key part of the strategic plan introduced to help turn around Myer's flagging profits had been to provide longer shopping hours, better training for staff and better merchandise for … [Read more...]
When a company breaks their promise to return your call
When trying to contact businesses via telephone, most of us are aware of the difficulty and frustration involved in actually making contact with a human voice. Furthermore, how many times have you called a business and been asked to leave your name and phone number so that someone may return my call and then had to call again because of no reply? An article written by www.greenvilleonline.com discusses how negative experiences over the phone can … [Read more...]
The best customer service story ever
Everyone has experienced exceptional customer service before. Whether it was an attentive waiter topping up your glass or a retail sales person giving an honest opinion. These extra bits of attention are delivered because great service goes beyond customer retention and satisfaction; it creates new business, because people talk. An amazing story of outstanding customer service comes from Yahoo Small Business courtesy of the Ritz Carlton To … [Read more...]
Telstra job cuts.. right or wrong decision?
As you may or may not be aware, Telstra announced last week that another major round of redundancies is set to strike, after the telco giant announced plans to cut more than 650 call centre jobs. The job cuts will be made as Telstra prepares to implement 'Project New' by shutting down two contact centres in Lismore and Townsville, and as it consolidates a range of testing roles conducted in Melbourne and Sydney into other existing call centres. … [Read more...]
Lacking the 'social' in social media
We gained some great feedback from the article called 'Staff on the front line of Marketing' by our own Ava Lucanus. The article also featured in the Western Australia Business News on the 2nd of August and can be found here. From the comments received, one reply in particular caught our eye and we thought we would share it with you all. An article by James Bull entitled 'An open letter to the management of Event Cinemas' is a great example of … [Read more...]
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