成為領導(Leader)就是成為一個完整的人。
完整的人，看到完整。
Keith
Explore, Exceed & Excel
Tuesday, December 11, 2007
Monday, December 10, 2007
Thursday, December 06, 2007
Customer Service: Proving Your Customer is Wrong!
Hi,
Proving your customer is wrong is WRONG!
It is even worse than proving yourself is right (as I mentioned in my previous article: 贏得顧客，還是講贏顧客？)
Going back to my story of the Internet shopping in my last article. I emailed the seller telling them I had wasted 30 minutes in processing the transactions but failed again and again.
In their reply, they told me that I had just used 12 minutes and 17 seconds only and asked me to stay with facts before getting upset! They are absolutely right because they must have a record. But what's the point to prove your customer being wrong?
The only outcome for such proof is that they lost an US$168 transaction and lost me as their customer forever!
A typical Loss-Loss scenario!
Keith
Explore, Exceed & Excel
Proving your customer is wrong is WRONG!
It is even worse than proving yourself is right (as I mentioned in my previous article: 贏得顧客，還是講贏顧客？)
Going back to my story of the Internet shopping in my last article. I emailed the seller telling them I had wasted 30 minutes in processing the transactions but failed again and again.
In their reply, they told me that I had just used 12 minutes and 17 seconds only and asked me to stay with facts before getting upset! They are absolutely right because they must have a record. But what's the point to prove your customer being wrong?
The only outcome for such proof is that they lost an US$168 transaction and lost me as their customer forever!
A typical Loss-Loss scenario!
Keith
Explore, Exceed & Excel
Customer Service: Check Your Side Before Blaming Your Customers
Hi,
Today, I encountered another bad customer service experience.
I want to buy something over the Internet. But their system declined my credit card for 10 times! I used both of my 2 credit cards but unsuccessful. So I emailed the seller and request them to check and help.
They replied. But they are not trying to solve my problem. They ask me to check my own credit status because their system declined my credit cards and they attached their report as proof!
I checked my bank immediately and my credit cards are in perfect condition. (I am a person of credibility!) The banks had even approved all those 10 transactions. So the problem is not on my side.
Nowadays, many sellers seem to enjoy blaming their customers but not to check whether the sources of the problems are on their own side.
This will just turn away your customers!
Keith
Explore, Exceed & Excel
Today, I encountered another bad customer service experience.
I want to buy something over the Internet. But their system declined my credit card for 10 times! I used both of my 2 credit cards but unsuccessful. So I emailed the seller and request them to check and help.
They replied. But they are not trying to solve my problem. They ask me to check my own credit status because their system declined my credit cards and they attached their report as proof!
I checked my bank immediately and my credit cards are in perfect condition. (I am a person of credibility!) The banks had even approved all those 10 transactions. So the problem is not on my side.
Nowadays, many sellers seem to enjoy blaming their customers but not to check whether the sources of the problems are on their own side.
This will just turn away your customers!
Keith
Explore, Exceed & Excel
Wednesday, December 05, 2007
Concepts 101 Part 17: Truth
Hi,
The Truth is NOT Real! The Truth is NOT the Reality!
The Reality is what really happened and/or happening in the Outer World. The Truth is what one thinks is really happened and/or happening outside.
In a narrow sense, Truth is something in agreement with the Reality. So Truth is not Reality. According to ancient Greek's philosophers, Truth is the accurate representation of the Reality. Therefore, one's thought is a Truth when it accurately describes the Reality.
Truth is just a thought!
In NLP, a Truth is part of our Inner World of Thoughts that is very "near" to the Reality. This is only possible when our Filters of Beliefs, Values and Rules are in agreement with the Reality.
Verify our Filters in order to get more Truths.
中文翻譯：
真相不是真實的！真相也不是現實！
現實是外部世界真正已發生，或正在發生的事情；真相是人們認為什麼在外界真正已發生，或正在發生的事情。
狹義上講，真相是與現實相符合的，所以真相本身並非現實。根據古希臘哲學家的說法，真相是現實的準確表達，因此，當一個人的想法，準確地描述著現實時，那個想法便是一個真相。
真相只是一個想法！
在 NLP 中，真相是我們內心世界中，與現實世界非常接近的那一部分；而只有當我們的信念，價值觀和規則等濾網符合現實時，這才會可能。
驗證我們的濾網，才能獲得更多的真相。
Keith
Explore, Exceed & Excel
The Truth is NOT Real! The Truth is NOT the Reality!
The Reality is what really happened and/or happening in the Outer World. The Truth is what one thinks is really happened and/or happening outside.
In a narrow sense, Truth is something in agreement with the Reality. So Truth is not Reality. According to ancient Greek's philosophers, Truth is the accurate representation of the Reality. Therefore, one's thought is a Truth when it accurately describes the Reality.
Truth is just a thought!
In NLP, a Truth is part of our Inner World of Thoughts that is very "near" to the Reality. This is only possible when our Filters of Beliefs, Values and Rules are in agreement with the Reality.
Verify our Filters in order to get more Truths.
中文翻譯：
真相不是真實的！真相也不是現實！
現實是外部世界真正已發生，或正在發生的事情；真相是人們認為什麼在外界真正已發生，或正在發生的事情。
狹義上講，真相是與現實相符合的，所以真相本身並非現實。根據古希臘哲學家的說法，真相是現實的準確表達，因此，當一個人的想法，準確地描述著現實時，那個想法便是一個真相。
真相只是一個想法！
在 NLP 中，真相是我們內心世界中，與現實世界非常接近的那一部分；而只有當我們的信念，價值觀和規則等濾網符合現實時，這才會可能。
驗證我們的濾網，才能獲得更多的真相。
Keith
Explore, Exceed & Excel
Concepts 101 Part 16: Reality
Hi,
What you think about the Reality is NOT the Reality. It is just your Thought!
The Reality is EVERYTHING happened and happening in the Outer World. So, no one really knows the Reality (except God or Buddha).
The more information we get from and about the Reality, the nearer are our thoughts, and then our actions to the Reality.
The very basic concept of NLP is "The Map is not the Territory". What we perceived and think is our Map only. It is just our representation of the Reality. Some maps are more precise than the other maps. Some thoughts are also more precise than the other thoughts. But none of them are the Territory/Reality.
Don't argue and don't insist on anything. Rather, get more information to prove!
Keith
Explore, Exceed & Excel
What you think about the Reality is NOT the Reality. It is just your Thought!
The Reality is EVERYTHING happened and happening in the Outer World. So, no one really knows the Reality (except God or Buddha).
The more information we get from and about the Reality, the nearer are our thoughts, and then our actions to the Reality.
The very basic concept of NLP is "The Map is not the Territory". What we perceived and think is our Map only. It is just our representation of the Reality. Some maps are more precise than the other maps. Some thoughts are also more precise than the other thoughts. But none of them are the Territory/Reality.
Don't argue and don't insist on anything. Rather, get more information to prove!
Keith
Explore, Exceed & Excel
Tuesday, December 04, 2007
Concepts 101 Part 15: Dreams 夢想
Hi,
Dreams are what you really want but which are quite impossible or feasible at the present moment. So, Dreams are never "Practical". However, Dreams enlighten our lives by telling us our real direction. It makes people to be great.
Making Dreams practical is the Purpose of our lives. Our Purposes turn Dreams into possibilities. Our Goals transform our Dreams into practical outcomes.
Dream!
Keith
Explore, Exceed & Excel
Dreams are what you really want but which are quite impossible or feasible at the present moment. So, Dreams are never "Practical". However, Dreams enlighten our lives by telling us our real direction. It makes people to be great.
Making Dreams practical is the Purpose of our lives. Our Purposes turn Dreams into possibilities. Our Goals transform our Dreams into practical outcomes.
Dream!
Keith
Explore, Exceed & Excel
Concepts 101 Part 14: Purposes
Hi,
Purposes are your ultimate Goals. Don't be frightened by the world, Ultimate. This is just the fundamental reason of what you want. This is also where all your meaningful goals leading to.
If you are clear about your purposes, you can then set your meaningful goals, which keep you on track toward your purposes. You will not waste a single bit of time and effort in wanting and doing something that doesn't match your purposes. It also guides your decisions. Purposes give you meanings to your work and your life!
In turn, your purposes point to your Dreams.
When you really love doing something, and when you find something really meaningful, ask yourself what does that leading you to. That's your Purpose. You can have different purposes in different areas of your life.
Explore your Purposes. When you Exceed them, you reach your Dreams and you then really Excel.
Keith
Explore, Exceed & Excel
Purposes are your ultimate Goals. Don't be frightened by the world, Ultimate. This is just the fundamental reason of what you want. This is also where all your meaningful goals leading to.
If you are clear about your purposes, you can then set your meaningful goals, which keep you on track toward your purposes. You will not waste a single bit of time and effort in wanting and doing something that doesn't match your purposes. It also guides your decisions. Purposes give you meanings to your work and your life!
In turn, your purposes point to your Dreams.
When you really love doing something, and when you find something really meaningful, ask yourself what does that leading you to. That's your Purpose. You can have different purposes in different areas of your life.
Explore your Purposes. When you Exceed them, you reach your Dreams and you then really Excel.
Keith
Explore, Exceed & Excel
Monday, December 03, 2007
Customer Service: 還是要換！
Hi,
還是繼續上兩回的故事...
很多人可能不太明白為什麼那又不是什麼貴價貨品，我卻要浪費時間去取回公道，喋喋不休？
這和我教授SGS的ISQMP國際顧客服務品質管理師課程，及從事協助企業團體取得QualiCert認證的工作有著相同的目的 － 香港既要以旅遊業作為重點經濟支柱之一，顧客服務就必須做到國際水平，否則旅客為什麼來香港？
香港既沒有名山大川，又已把大量稍有點歷史性的建築物也拆卸改建新廈大樓；特別是內地同胞，來香港不為購物，為了什麼？
說回故事，於顧客服務熱線投訴不果，還惹來一肚子氣，以我的堅持習慣，我又怎會放棄，遂堅持要與其上司對話，陳述我的立場，最後他們還不是要安排退換。(但可能他們私下已把我罵得體無完膚！)
試看看，浪費了顧客及她們自己三位同事(分店、熱線及上司)的時間，又令顧客不滿，何況可能還有不少顧客在分店中獲知不能退換，卻沒有投訴，但已默默決定永不再度幫襯，還會好心地警告他們的親朋好友小心這家商號。
請問，輸家是誰？
她們的高級管理人員，可能永遠不知道在她們的分店及用來提昇服務水平的顧客服務部中，每天正在上演這樣損人害己的鬧劇！
但他們卻在疑惑，為什麼花了這麼多的投資於推廣活動中，效果仍不理想？
Keith
Explore, Exceed & Excel
還是繼續上兩回的故事...
很多人可能不太明白為什麼那又不是什麼貴價貨品，我卻要浪費時間去取回公道，喋喋不休？
這和我教授SGS的ISQMP國際顧客服務品質管理師課程，及從事協助企業團體取得QualiCert認證的工作有著相同的目的 － 香港既要以旅遊業作為重點經濟支柱之一，顧客服務就必須做到國際水平，否則旅客為什麼來香港？
香港既沒有名山大川，又已把大量稍有點歷史性的建築物也拆卸改建新廈大樓；特別是內地同胞，來香港不為購物，為了什麼？
說回故事，於顧客服務熱線投訴不果，還惹來一肚子氣，以我的堅持習慣，我又怎會放棄，遂堅持要與其上司對話，陳述我的立場，最後他們還不是要安排退換。(但可能他們私下已把我罵得體無完膚！)
試看看，浪費了顧客及她們自己三位同事(分店、熱線及上司)的時間，又令顧客不滿，何況可能還有不少顧客在分店中獲知不能退換，卻沒有投訴，但已默默決定永不再度幫襯，還會好心地警告他們的親朋好友小心這家商號。
請問，輸家是誰？
她們的高級管理人員，可能永遠不知道在她們的分店及用來提昇服務水平的顧客服務部中，每天正在上演這樣損人害己的鬧劇！
但他們卻在疑惑，為什麼花了這麼多的投資於推廣活動中，效果仍不理想？
Keith
Explore, Exceed & Excel
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