Keep difficult customers happy: to deal with challenging customer
situations, the service provider must first stop labelling the
AS A consultant and trainer in service excellence, many
participants ask me about how to deal with difficult customers. I ask
them to cite situation when a customer becomes difficult.
Some of the . . .
Hire the best possible and retain them in the long term: while it
is true that remuneration is a big factor in hiring, it is not
AS BUSINESS becomes more competitive, companies realise that even
with excellent products, you need people to research new products, make
them, and sell them in large quantities. Senior people must . . .
Future trends and mindsets: John Naisbitt is often called the
global philosopher among futurists. In his latest book he introduc
FUTURIST John Naisbitt has always had a knack for stating the
obvious. In his new book Mind Set!, he says the most reliable way to
forecast the future is to try to understand the present. From . . .
Re-energise your work and brighten your life: does the routine of
life and work leave you unmotivated and unexcited? Do you feel
How many times have you thought about something you'd like to
do and before you fully examine the idea of adding this activity to your
life, remind yourself that you don't have time? Are you . . .
The road to a successful seminar: successful regional seminars do
not come by chance. There is a lot of planning and organisatio
YOUR company may decide to hold a seminar for publicity and public
relations purposes. Or it may want to organise a regional seminar to add
to its business activities. Whatever the objec-tive, . . .
Settle disagreements in a friendly way: in business, disputes can
arise. These range from labour issues, financial issues, comme
ALTERNATIVE Dispute Resolution or ADR is a term that refers to a
variety of techniques for resolving disputes without litigation. Two of
the better-known methods of ADR are arbitration and . . .
Training at the frontline, success at the bottom line: employee
training and education are the most reliable tools companies can
TODAY, the most important element a company needs in order to reach
its goals is its people. How to recruit, develop, and retain employees
is constantly on the minds of most successful business . . .
Seven ways to succeed as a project manager: managing projects is
both an art and a science. Delivering business value on time, w
WITH the ever changing business environment, evolving user
requirements, and volatile team dynamics, the life of a project manager
is always a balancing act. Dealing with demanding customers on one . . .
Negotiating as a team: today, high-stake strategic negotiations
for corporate mergers and acquisitions, or multilateral commerci
NEGOTIATING as a team is challenging and complex. While this
demands a high degree of internal coordination, collaboration, and
commitment to work together as a cohesive team, the benefits of . . .
Suspend the CEO from his duties.(READERS' COMMENTS: Case:
Tyrannical Boss)(Letter to the editor)
The problems Hock Chye's team should present to Mr Fujitsu are
basically two-fold: Alfred's poor leadership and his misuse of the
company's funds and provisions. The team should gather . . .
Mediation as a way out.(READERS' COMMENTS: Case: Tyrannical
Boss)(Letter to the editor)
This is a no-win situation. Whistle blowing results in acrimony.
Alfred Kee may resort to sacking his employees if he can prove that he
was right in his actions.
How well do the aggrieved parties . . .
Try to avoid personal attacks.(READERS' COMMENTS: Case:
Tyrannical Boss)(Brief article)
Hock Chye should present the problems based on Alfred Kee's
behaviour and not attack him personally. This feedback should be factual
by citing the actual incident, such as not granting . . .
The case of the breakaway faction: when companies are doing
exceptionally well, some employees feel that they are entitled to a
ERUNAM Sendirian Berhad is a family-owned company that has been in
the fertiliser business for over 35 years. John Lump, CEO and owner,
inherited the firm from his father and expanded its business . . .
Nusajaya City: Johor's new lifeline: Nusajaya is the jewel
in the crown of the Iskandar Development Region. Its precincts and
de
NUSAJAYA City, a 24,000 acres (97 sq km) integrated urban
development, is a key development project within the Iskandar
Development Region (IDR), the emerging economic zone in southwest . . .
Iskandar Development Region takes shape: just a hop over the
Johor Straits, the Iskandar Development Region in south Johor is an
MALAYSIA has embarked on an ambitious project to make south Johor
into a huge development region where residents can have a good lifestyle
and stay at new residential areas near their workplace.
. . .
Watch the biofuel meter in your
car.(FOREFRONT)(Editorial)
ON 8 July 2007, Live Earth began a 24-hour radio, television, and
Internet broadcast in nine cities around the world. Millions of people
watched the show. The aim of the show was to persuade the . . .
Buying and selling at online auctions: buying and selling new or
used items on Internet auction sites such as eBay can be reward
THIS author has been buying items online for several years. From
buying books from Amazon.com and clothes from JC Penny, to replica
Manchester United jerseys from the United Megastore, I've . . .
What people think about your customer service: this article is
based on a research report published by the Institute of Customer
WE ARE all customers of many service organisations, from railways
to restaurants, and we know that good customer service means a great
deal to us. And we dislike organisations that rub our noses in . . .
Dining to the Brazilian beat: a new Brazilian restaurant is
located in a serene corner of Queenstown. The place offers a variety
IF YOU enjoy a meal made up mostly of meats--a variety of seasoned
and freshly barbecued meat--Brazilian cuisine may be right for you. Not
a great lover of meat although I do have occasional . . .
Source of hope for organisations of the future.
FOR DECADES, companies have been searching for answers to the
problems that commonly beset them--problems in communication, morale,
trust, motivation, cooperation, management effectiveness, and so . . .
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