Journal

Leadership And Customer Service

August 28th, 2008

Mark Sanborn in his book entitled: You Don’t Need a Title to be a Leader talks about the correlation between leadership and customer service. Sanborn says: Several years ago, I experienced an unfortunate breakdown in service with my insurance broker, whom I had used for many years. It was serious enough for me to escalate […]

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The Human Touch

August 28th, 2008

It’s a digital world. Everything is going digital. Every time I get to speak to bankers all over the country I would chide them and poke them with this provoking thought. Straight into their eyes this is what I say: “You guys boasts of your excellent service. Your TV ads show your tellers transacting with […]

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What Makes An Excellent Salesperson

August 28th, 2008

An optometrist was instructing a new employee on how to charge a customer. “As you are fitting his glasses, if he asks how much they cost, you say P4,500.00.” If his eyes don’t flutter, say, ‘For the frames. The lenses will be P3,500.00.’ If his eyes still don’t flutter, you add ‘Each.’ Boy… oh… boy. […]

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