Who is at fault?

When companies face a risky situation, the normal business practice is that senior managers end up with a graph that nobody understands. The resulting data is compiled from a mixture of complicated analyses that do not diagnose the problem or provide a way to a solution. Such analyses usually further complicate the situation. Who is […]

A great customer service becomes greater

A great customer service becomes greater when the customers are no longer viewed and treated as paying customers. It all starts with eliminating the idea of “Paying customers” from the minds of the customer service agents and officers. The responsibility hinges on the leaders’ shoulders to advocate the right leadership approach in the whole organization. […]