Sunday, May 21, 2006

SUPPORT and Call-Centres Difficulties

By: Kourosh Talebpour 21 May. 2006

Have you ever worked in a 24 hour support team? Have you ever argued politely with a bad-tempered customer through telephone line?
Do you have any clues about this circumstance? As a matter of fact, I haven’t been a support staff and what it is called practically, “help desk”, but fortunately, I have some experiences in managing a call-centre for couple of internet service providers and I know a lot of difficulties about this exhausting job.
Let’s talk about a miserable support team member, who should answer a lot of irrelevant questions and try to be patient as far as imaginable. You may face any strange mentality moods, a plenty of technical and untechnical complains and in a space of time, you should explain a professional problem to a housewife or something worse to an old man newbie in a simplistic manner and above all, you should have a good behaviour, friendly voice and as it is the fashion; you are expected to have a good sense of humour.
These days, there are a lot of recommendations from management experts about how we should behave with our customers to keep them for a long time and satisfied of course. All of them are common in this point of view that customers always are right and we should have pleasure in serving them. As far as trade and business are concerned, we should tolerate any kind of clients. That is the clue.
I recall one case, which our support guy heard a plenty of offensive and quite rude speakings, however pretended normally and said nothing but after hanging off the phone he screamed loudly and went out for an hour. I believe as long as Quality of Service (QoS) and charging are conducted we will see these problems, henceforth.

Saturday, May 13, 2006

Wealth

If you want to be wealthy, you must understand what wealth is. Here is the best definition of wealth you will ever find. Wealth is "Cash flow from other sources."
What this means is that, you are not wealthy just because you earn a lot of money. You are only wealthy when your money works for you. To become wealthy, your main job is to acquire money and then put it to work making more money for you.
The key to creating wealth is simple. It is called "adding value." Successful people are those who are always looking for ways to add value in some way to a person, a company, a product or a service.

Monday, May 01, 2006

Neutrality

If you are neutral in situations of injustice, you have chosen the side of the oppressor;
If an elephant has its foot on the tail of a mouse
and you say that you are neutral, the mouse will not appreciate your neutrality.

Strategic Thinking Principles

By: Kourosh Talebpour - 30 Apr.2006

Today I’d like to discuss about some strategic principles of thinking, which can change our entire life. We will start with a big question: “What is your reaction to an outside crisis?” such a vague question! I will try to elaborate; imagine a situation in which you face some inconvenient actions from your friends or maybe from your work environment, what will your immediate action?

Sociologists and Psychologists say people are divided into two major groups; one is proactive and another is reactive. The proactive group usually take action in advance. They make most phenomena. Maybe we can address them as extraverts and they are categorized into positive and negative action makers. On the other hand, the second group are the reactive people who are named as introverts, in other words, they sit and wait unwillingly for accepting any occurrence they pose. In this case, we also have two kinds of positive and negative aspects.
Let’s talk about management principles and extend our discussion to higher level of thinking. No doubt the pillar in management should try to be proactive rather than reactive. The name of this is Principle of Offensives. This principle requires you to accept full responsibility in your situation and then to take charge. You may go on to attack. Despite offence, you should carry on in this manner to be successful.
I believe the people, who face difficulties proactively, absolutely have single-minded concentration, because one of the most important habits that you can develop is the habit of single-minded concentration, with all your energies on one thing at a time. Single minded people have one purpose on mind.
To concentrate on one aim, you should make a list of all factors and try to eliminate your major obstacles because you always face this question, ”What obstacles stand between me and my goals?” write down your areas of competence or skills where you might be weak in. Then, organize the list of priorities and then go ahead toward accomplishing your goals.

In conclusion, what I’m trying to say is two main actions:
First, resolving today that you will be proactive rather than reactive. Instead of worrying about something, take action to solve the problem, change the situation and above all, try to prevent problems. Go on to the offensive in your business life and keep moving.Secondly, focus on your talents and energies single mindedly. Resolve to develop the habit of concentration until it is as natural to you as breathing. This will change your entire life.

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