Leadership on Point

Taking Service Out of Customer Service

February 23, 2011 Chip Bell - Guest Author

We were participating in a panel discussion at a conference of Fortune 100 CIO’s.  One senior leader of one of the 10 largest banks in the nation asked: “How can we maximize the profitability and efficiency of our call centers while minimizing the customer’s involvement?” Something about the question left us momentarily confused.  “Let me make sure I understand you,” one of us queried. “You want to remove all of the service out of customer service?”  The audience laughed.  But, he was dead serious as he continued, “Actually, I’d like to take most of the customer out as well!”

There has been an assertive migration toward self-service.  Self-service has had a positive side.  By shifting the lion’s share of the work on the service experience to the customer, it has lowered operating costs.  It has freed up human resources to be used in roles and functions truly requiring a human touch.  Self-service has also made customers more self-reliant as “do-it-yourself” has replaced “I’ll take care of that for you.”  Learning to fend for oneself can trigger education and confidence; customers are less dependent and far more competent.

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Is Multi-Tasking Affecting Our Success and Failure at Work?

February 16, 2011 Jessica Levin - Guest Author

The art of multitasking, Richard Levin & Associates, executive coaching, coaches

There aren’t enough hours in the day. We’re constantly on the go, continuously worrying about the tasks we have to accomplish. A mother rushes to get her kids to school while talking on the phone in her car, changing the radio station, and eating a granola bar — all the while trying to focus on the road. A doctor spends five minutes with a patient, entering data into electronic medical records, taking notes, checking his blackberry and beeper for emergency notices, and hurries on to the next patient.

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I Choose To Love Snow

February 9, 2011 Jim Desrosiers

Executive Coaching, Richard Levin & Associates, Self-Improvement

Winter is here…and there’s still a long way to go…so choose to love it.

From previous blogs or our work together, you’ve learned how choosing to have a positive attitude is critical to your success and overall happiness.  Yes, you choose happiness.

Remember, your attitude will drive your actions, which produces your results.

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Measurable Benefits of Social Media/Web 2.0 … They Do Exist!

February 2, 2011 Meghan Vincent

Executive Coaching, Richard Levin & Associates, Social Media, Web 2.0,

By now you have all heard of the importance of incorporating a social media strategy in to your organization’s overall strategy. LinkedIn, Facebook, Twitter, blogs, RSS Feeds, YouTube, podcasts, etc … we all know we need them but do we really know why?

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