Monthly Archives: December 2009

Cost Management

By Shyam Bhatawdekar | Published: December 31, 2009
Cost Management or Cost Control In broad sense, both the terms have the same meaning. Yet cost management seems to connote broader perspective. Cost control to anun-initiated may mean cutting down the incurrence of cost or expenditure every time or in every situation. In reality it is not always so. In many [...]
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Telephone Etiquette

By Shyam Bhatawdekar | Published: December 31, 2009
Placing a Call Keep the frequently called numbers handy Double check the name of the person you want to call Do you know how to pronounce his name? Is the phone number correct? Is it an appropriate time to call? Ask caller if it is OK or convenient to speak? If the line has disturbance, tell the caller [...]
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Customer Orientation and Customer Focus

By Shyam Bhatawdekar | Published: December 31, 2009
Organization’s Most Important Jobs Finding the customers Retaining the Customer How Do You Achieve? Excellent quality Excellent cost (price) Excellent delivery Excellent service and relations Hierarchy of Customer Satisfaction Levels Journey from "customer satisfaction" to "customer delight" through speedily climbing the steps of satisfaction ladder: Step 1: Unbelievable (low) satisfaction level Step 2: Basic satisfaction level Step 3: Expected satisfaction level Step [...]
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