Comments on: Case Studies http://www.inktel.com Direct Mail, Call Center & Fulfillment Business Solutions Sun, 28 Aug 2011 18:33:00 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Jerry Carducci http://www.inktel.com/about/case-studies/comment-page-1/#comment-34767 Jerry Carducci Sun, 26 Jun 2011 09:13:00 +0000 http://97.74.206.123/?page_id=25#comment-34767 Jim - great post!! The points you brought forth are dead on. In my view, the ability to deliver world class service is based on two things; communication and attitude. I agree the ability to be thorough in anticipating issues, following-up and following-through are critical. To be effective requires communication. In addition to the related points brought forward, active listening and clarifying are probably the most important aspects in the communications arena. If you don't know and understand the needs and your customer, then you can't effectively meet their goals or anticipate any potential stumbling blocks to getting there. Attitude is everything and relates to how one views their customers; as individuals, partners, etc. If your heart isn't in it and skills don't match, you can't be effective. In my past corporate career I always felt that attitude is 80% of the position, the other 20% that is task oriented, can be taught. This rule not only applies to those who work face-to-face with clients, but also those who handle the behind the scenes, as they have just as strong an impact on results. I think Dan said it well in a recent leadership webinar; you have to match the person to the right role, in doing so everyone wins. Again, GREAT POST!! Jim – great post!! The points you brought forth are dead on. In my view, the ability to deliver world class service is based on two things; communication and attitude.

I agree the ability to be thorough in anticipating issues, following-up and following-through are critical. To be effective requires communication. In addition to the related points brought forward, active listening and clarifying are probably the most important aspects in the communications arena. If you don’t know and understand the needs and your customer, then you can’t effectively meet their goals or anticipate any potential stumbling blocks to getting there.

Attitude is everything and relates to how one views their customers; as individuals, partners, etc. If your heart isn’t in it and skills don’t match, you can’t be effective. In my past corporate career I always felt that attitude is 80% of the position, the other 20% that is task oriented, can be taught. This rule not only applies to those who work face-to-face with clients, but also those who handle the behind the scenes, as they have just as strong an impact on results. I think Dan said it well in a recent leadership webinar; you have to match the person to the right role, in doing so everyone wins.

Again, GREAT POST!!

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