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Customer service in management education
Ensuring Customer Delight: A quality approach to excellence in
management education.
The system of Higher Education in India is on the threshold of
change. During the last decade Higher Education experienced
immense student diversity not...
Help Traumatized, Withdrawn Students During The Holidays
The holidays may not be a time of happy celebration for many children and youth. Some face periods of isolation with family members who will be seriously impaired by substance abuse, or consumed with rage or sadness. For other young people, the...
Mathematics - We’re Counting on Help from Parents
Please don’t give your child an excuse to dislike math by making comments about your own school experiences with it or your distaste for it. It is important for parents to be positive, active supporters of the learning process to help encourage a...
Teaching Your Children with Coupons
Coupons can be a great tool in educating your child about saving money, being frugal, and shopping smart. Who doesn’t want their children to grow up knowing how to save easily on every purchase? With coupon clipping you’ll show them money saving...
Want That Job? Improve Your Interview Skills!
Although it's been said that "You can't judge a book by its
cover," it happens all the time. In business as well as in life
in general we are always judging and being judged. That all
important first impression is lasting.
It's been...
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Delivering Service to Keep your Job From Being Outsourced
One of the top concerns people in the job market have today has to do with outsourcing and globalization. Sometimes we look around and it seems like every company is looking to cut costs by moving jobs overseas. We would like to address this issue through a series of articles on the subject.
The first issue we'd like to address is that of using a service orientation to stand out from the competition and keep your job from being outsourced. To illustrate, I'd like to share an example from the world of retail banking.
* In New York City, Philadelphia and New Jersey, an interesting phenomenon can be observed in retail banking. The fastest growing bank in these areas is Commerce Bank, a bank whose founder, Vernon Hill, realized the value or customer service. Traditional banks were competing on price: who could offer the highest interest rates or give away the most things for free. He understood that this was less important to most people than doing their banking business at a convenient time. This is why his bank stands out from the competition.
* Mr. Hill and his management team have created a corporate culture where account holders are seen as customers who need to be taken care of. Rather than considering each location a bank, employees refer to them as stores. Each one has a "greeter" who welcomes customers as they walk in, a feature reminiscent of the top clothing retailers. Commerce has become successful by delivering outstanding service and at a time when all
their competitors have been competing on interest rates.
Competing In a Global Economy
You need to make yourself more like Commerce Bank to compete in a global economy. Living in the U.S., it is not possible for you to compete on price, just as Commerce Bank does not try to compete on interest rates. Here are a few basic resources you can use:
* Your proximity to your employer and/or clients
* Your potential to understand their business
* Your understanding of American culture to your advantage.
Sharpening your people skills may be the best thing you can do for yourself. Provide the kind of "customer service" to your employers that Commerce Bank provides -so they feel like they're truly getting the red-carpet treatment.
If you don't have an opportunity to provide outstanding service to customers in the job you're in now, your job may be vulnerable to outsourcing. Switching to a different job at a company or in an industry where you have an opportunity to interact with customers in a superior way can help provide some insulation from globalization.
About the Author
Scott Brown is the author of the Job Search Handbook (http://www.JobSearchHandbook.com). As editor of the HireSites.com weekly newsletter on job searching, Scott has written many articles on the subject. He wrote the Job Search Handbook to provide job seekers with a complete yet easy to use guide to finding a job effectively.
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