story about the Million Frog

One afternoon a farmer went to town and go into a restaurant and met the owner to offer whether to accept the supply of thousands of frogs' legs thighs every day. Restaurant owner was shocked in disbelief and asked, from where he could really get that much amount of frog legs! The farmer replied, "Besides my house there is a pond full of frogs huddled inside, wuihhh, there must be millions. All night they were picking, his noisy not playing, essentially continuously, and his voice sounded really made me almost crazy"

So they agreed and made ​​an agreement where it is stated that the farmer will supply frog legs into the restaurant, every time the shipment of a thousand tails to be supplied in the coming weeks. The next morning, the farmer came back to that restaurant with a face somewhat listless and without enthusiasm, he brought along two rather small frogs.

The restaurant owner asked, "Why, where did you say a thousand frog?" The farmer replied, "I was wrong. That there are only two tails. But they really make a fuss outstanding benar2 yes ..."

Well, next time when we hear there are people who criticize or denigrate you, remember!!, It's probably just a noisy two frogs only. Often a problem always seem bigger in the dark.

Have a night you lay diranjang're worried about a problem that is stressful and noisy sound of a million looks like a frog? Well, at dawn and you think back to that problem, so you can laugh with relief, how come you call elephants ants.

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secret to Become A Risk Taker

"There is no security on this earth. Only opportunity." - Douglas MacArthur.



What happens when we are afraid to take risks in life? Everything we do must be at risk! Especially if you want to progress and success, the risk is something we should already be familiar with, not avoided.

Talk about the risks, such as William J. Bernstein in his book "The Four Pillars of Investing", "Risk, like pornography, is Difficult to define, but We think We Know it When We see it." Risk, like pornography, difficult to define, but we will know if we've seen. Similarly, the risk, we will know and feel it when we have been through it.

If we dare to take risks, meaning that we have dared to live the life itself. Also shows that we are assured of getting a valuable lesson from each of the risks taken. Of course that does not mean a step without calculation. One secret of the people who have been successful, as they reveal, is that they often take risks in acting.



So, why some people are reluctant to take risks? The answer is simple. They are afraid of failure, thinking can not do, or do not feel proficient and talented. Courage to take risks, is actually more to show the character and mental. Not on the size of the risks faced. The quality of a person is not determined from the events that came to him, but from the response that he gave of the event itself.

So, if we hesitate to go because they do not know what will confront us later step, daring to take risks. Dare to take the opportunities that come for the realization of a better life. After all, we will not know whether we can deal with it or not, before we actually experience it.

However, once again reminded, does not mean risk-taking rash action. Just because a person managed to succeed because it is not afraid of risk, we still must do the preparation and thorough consideration. So that if one day we feared the risk of it actually happening, we can pass well. That's when we want to succeed in everything, we will always be faced with the risk. Risk is associated with fear-fear of the onset of chaos, fear the judgments of others are judged, and the fear of the unexpected things that wait ahead. Face the fear and make sense of fear as a motivator!

No we know, a lot of advantages that we can take if we dare to take risks and face. When we make a mistake, we will automatically be prudent in the future. If we succeed, we will learn and know the magnitude of the capabilities and potential that we have. In terms of career, when we dare to take risks, then it will lead us to be a leader and innovator. The key to all of those mentioned above are, be a smart risk taker-an intelligent risk taker!

Here are six ways that are written by Beth Banks, PhD, an expert in the field of leadership development, which could lead us to become one of them.


Believe in instinct

Do not wait until a real clue comes to us, just take a decision, because it could be the instructions that came too late or even not come at all. Even if there is an excellent guide, not only we are informed, but also others who might have the same goal. When approached brilliant idea, do not waste a lot of time, and do immediately realized then and there! Believe in what your heart.


Do not be afraid to ask for help
If indeed we are facing something that we did not understand it, whereas something that could bring great progress towards what we want to achieve, do not hesitate to have recourse to the more expert. If we continue to get caught up in the fear of risk-fear when asking for help to others, then our ability to be underestimated, so we'll never get ahead.



Remove the positive energy
Fear, stress, and uncertainty can make our "friends", not an enemy to be avoided, provided we treat it as a motivation, not as a barrier. Get used to menolelir those feelings. Always remind yourself, that progress will not come if we do not move forward to a state of uncertainty.



Anticipation and action
Not make an actual decision is a decision, which is bad of course. Think like an athlete, and learn to put yourself in that action and the actions needed to achieve an achievement.



Learning from Failure

The most valuable lessons in our lives is what results from a failure. People can be very forgiving if we really did your best and being full of integrity.



Realistic
Indeed, sometimes the ideas and dreams that superfantastis will look very good on paper, but reality is not as easy as writing on a piece of paper. When we feel ready to take risks, think of a plausible reason why we would do it.

There are several obstacles that can make us discouraged to become a risk taker. Perhaps, by knowing what obstacles / feeling, we can be better prepared and did not change his mind to move forward to achieve what we want, although there are risks that face!



-Fear of rejection

-Fear not get approval

-Feelings of guilt

-The desire to always be true

-Uncertainty

-Fear underestimated

-Avoid conflicts

-Fear of failure

- "Play" safe

-Fear of hurting others.

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Customer surprising technique

Surprise is sometimes necessary to make an impression on customers. With a bit of additional services in the form of surprises, a business can be will always be in the hearts of customers. This added value should always be given in the form of service to customers.


Surprises like what can we try to give?


Give bonuses not be approximated

In essence, do not underestimate the bonuses, even though small in value even once. Therefore, many people appreciate and feel happy to get the goods "free". Thus,
do not be surprised if this time, many companies compete to provide bonuses-that even heavily-advertised to attract consumers.


Say hello typical

Congratulations came up with the name of the store, sometimes it can be "event" to further introduce the product to the buyer's subconscious.


Show your hospitality with sincerity

This is actually something that is commonplace and should be done as part of customer service. But, try to observe such a line at the bank. Sometimes, just by giving a "surprise" as small as a candy, bottled drinks, or balloons for carrying small children, have made consumers feel privileged.


Give a birthday surprise

If along the path back and forth in the North or South of Java, there is a restaurant that is quite unique. When about to order a meal, the waiter usually ask the buyer's date of birth. Apparently, if by chance there was a birthday, then the restaurant would provide a "bonus" for a small party in question. Of course, the surprise will make the customer happy and most likely, he will speak to others about the surprise.


Give a discount in accordance with the things I thought

Ever seen an ad in the media that mention a restaurant discounts with age? Imagine, if 90-year-old who visited (although very rarely) the discount must be enormous. Surprises of this kind will lure people to come.

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Learning Wisdom from Starbucks

Be the same coffee taste but enjoy the atmosphere will provide a different experience. Because of this, called Starbucks, do not adequately describe the taste of coffee, but also a picture of the service is doing.


Author of The Starbucks Experience, Joseph A. Michelli no idea about this. "They (Starbucks) helps us understand the benefits if a company considers human relations as a priority," he said. The result, Starbucks culture spread throughout the world and standing stores everywhere. The key is wise and the service was conducted by his lance interpreter, the baristas at each outlet.


Friendly
At Starbucks, friendliness is the main way to make a customer's visit as the beginning of the positif.Di between forms of hospitality that is the baristas greet someone by name and remember them from visit to visit. "I always try to do the best job possible. One way is to remember names and drinks of people and their dog's name and where their child's school and all the things I could learn from them," said a barista.




Sincere
Being genuine means to connect, discover, and respond. The story of Angela barista example. One time there was a frantic woman entered with a face to the Starbucks where he works. Then order a coffee. She was like going to cry. Angela tried to get him to talk, while offering the best choice of a cup of coffee. Apparently she was in trouble. When the coffee came, Angela said that the coffee was free today for her. "He was thrilled. He went and we did not think much about it because we are happy to have made him happy," says Angela.


Some time later the woman was sending flowers to the booth and thanked him for now the problem is over. After that he became a regular customer of Starbucks.


Attention
Attention was directed only at customers but the "others". Other people here means that customers, potential customers, critics, partners, shareholders, managers, support staff, farmers, those who harvest coffee, sellers, and even the environment. For the outlets, the partners are always looking for ways to pay attention to local environmental and social problems around them and participate in it.


Insightful
In this information age, any job, adding value to the hard work happens when we gain insights pertaining to the job. When we have more information, we value the business, confidence, and our real influence on others is also increasing. The higher the employee's knowledge of a product (the origin, character), the greater the impact he could make in the life of a customer.


Care
Caring means participating actively in the outlets, the company, and in the community. In a fast paced world like today, businesses do not have a bright future if the employees being ignored by taking action in moderation. Successful business is growing rapidly as a result of sweat and tears of colleagues who understand how to embrace the opportunities that fast.


Some people view the company as a separate island, separated from the community and society as a whole. Starbucks understands that a company, large or however small, can be an asset to the community it serves. That's where the need for concern.


By having such a concept, Starbucks can quickly spread everywhere.

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The secret of 8 Steps To Satisfy Customer

"A building can be designed to satisfy" by the month "with the regularity of a provider. Or it can give satisfaction in a very different way," by the moment, "the fraction of a second, with the thrill of a lover. " Richard Neutra

Consumer is king. That is a slogan that is often expressed by the Businessman. Because it is positioned as the king:

    Form of service provided, must be the best and try as much as possible in order to power the disappointment not to happen.
    All complaints must be addressed with full attention and wise. While consumers are still willing to complain, it is one indicator that consumers are still:
        Doubt - doubt / not satisfied with the product.
        Need more detailed information

"If I discover within myself a desire the which no experience in this world can satisfy, the most probable explanation is that i was made for another world". C.S. Lewis.

If the complaint dealt with attentive, serious and wise then consumers will not switch to a competitor's product, aka remain a loyal customer. The results of a survey of 26 consumers were disappointed, only 1 Consumers who submit complaints (25% switched to a competitor's product because the complaints are not handled properly). 56% of complaints are handled properly (consumer satisfaction), making Consumers are becoming more and more loyal. The factors - factors that underlie the "why" Consumers are reluctant / do not want to submit the complaint is

    Most are not taken seriously.
    Most are not any good because there is no real action.
    Most do not know to be delivered to whom.
    Most feel ashamed to deliver.

"The primary use of conversation is to satisfy the impulse to talk". George Santayana In this competitive era of the all-if you want to survive and progress, in addition to product quality number 1 (one), the service also "should be" the best. Consumers will be able to tolerate lack of product if you get the best service. But Consumers will soon switch to the competitor product if you have a dissatisfaction with the service that diterima.Adapun effective way to satisfy consumers if the complaint is

    SMILE & SHAKE HAND. Smile, it's the second best thing one can do with one's lips. Psychologically (momentarily), the smile will be able to remove complaints, discontent or disappointment.   GIVE BUSINESS CARD. Before prompted, give the card a name and a warm greeting with eyes staring at the Consumer Direct. Say that could serve the customer is a joy in itself. "Sinful and forbidden Poisoned Pleasures are like bread; They may satisfy appetite for the moment, but there is death in Them at the end". Tryon Edwards

    OFFER ASSISTANCE. You keep customers by delivering aspects on your promises, fulfilling your commitments and continually investing in the quality of your relationships. Brian Tracy. Never once - once offered things - things outside of the capacity / not in accordance with company policy, which ultimately can not be met. This will have very bad at all for the image of the company.
    Hawaiian Ecosystems at Risk WITH Empathy. If your job is customer satisfaction, your real job title is Problem - Solver. Brian Tracy. Whether the complaint is true or false, it is number 2 (two). The important thing is to hear it all with great interest and empathy.
    Regret FOR THE INCONVENIENCE. Apologize for the inconvenience. Offer your customers a long term relationships, then do everything possible to build and maintain it. Brian Tracy. First - first, there is no harm in expressing the word "sorry", where they have either right or wrong. If true, give the sense so that consumers can understand. If wrong, immediately corrected by the polite and courteous (diplomacy).
    TAKE ACTION & FIND OUT THE SOLUTION. Everyone is in the business of customer satisfaction. Who are your customers and how are They doing? Brian Tracy. If the subject matter in mind, take immediate action. If possible, place directly in front of consumers.
    IDENTIFY THE CUSTOMER. Express your admiration for the traits, possessions or accomplishments of your customer. Little Things mean a lot. Brian Tracy. The goal is to repeat back the word "sorry" and promised that this will not happen again. If possible, give souvenirs as memories - memories.

THANKS FOR THE complain. Attitude and personality are as Important as experienced and ability. Choose wisely. Brian Tracy. Say that without a complaint, then the weakness will not be known / fixed.

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A Tangible Of Satisfaction

In the midst of the banking business competition is increasingly fierce, the presence of a Call Center will certainly be very useful. In addition to improving the quality of service, Call Center in a bank is also a differentiator with competitors.

So it is with Halo BCA. Call Center that was founded in 1995 it continues to provide banking solutions for our customers BCA.

"The presence of Halo BCA for BCA and the BCA's customers are very important so that between them there is a bridge of communication links. Banks can give what is desired by the customer and the bank can also find out what the customer needs so as to make its customers safe and happy in transaction banking, "said Head of Halo BCA, Emmanuelle Nathalya Wani Sabu in his office some time ago.

Currently, the BCA Halo comes with some excellent services that are divided into several segments, namely Solitaire, Priority, Business, and Regular. Especially for customer service, emphasizing current Wani Halo BCA has led to multi-skill. That is, almost all products can be consulted, ranging from credit cards, banking, consumer credit, sharia, insurance, and others.

It says Wani, "Halo BCA Excellence is not just a place to give information only. However, Halo BCA also be the place customers get quick and appropriate solutions. Our principle, the important thing is to smile after contacting customer Halo BCA. "

One of the special treatment being done to achieve this is to emphasize the factor of people in Halo BCA. Each call agent is required to have the soul of service to customers.

"To Call Center in Indonesia, the most important is the people because people do not really like to talk to an answering machine. In Halo BCA, we try to minimize the answering machine and more people seek. Today, his day is no longer using a script, but we would train the human touch of our call agents. So, when talking on the phone as if nothing like over the phone, but like face to face. There is a smiling voice that is applied by applying a glass that is placed on each table call agent, "said Wani.

In addition, the recruitment of call agent, Halo BCA quite selective. They only take HR to the best of the best quality. Even for this, Wani willing to intervene directly to select.

"To get a good skill, mean HR from the beginning has to be the best. Because, no matter how good we are doing training, if the raw material used to just the result would be mediocre, "he explained.

A series of programs aimed to meet three main functions of the customer voice Halo BCA, customer satisfaction, and customer engagement.

Through these three functions, plays Halo BCA maintain relationships with customers while providing a useful input to management for improvement of products and services of BCA.

"Hello BCA course must submit the customer voice to the directors of each month. This was done in the form of meetings with directors to discuss the customer's voice. 'We Improve Every Day' is our motto for our customer satisfaction. "

Wani explains, Halo BCA development efforts have been intensified since the beginning of 2005. It includes updates on several sectors, ranging from people, systems procedures, technology, up to revamp the operational space infrastructure work.

The business also sweet fruit. In the year 2010, Halo BCA won 46 awards both nationally and internationally. One of the most proud of is five medals for Best Recruitment, Best Community Spirit, Best Outbound Campaign, Best Agent, and Best Leader in Contact Center World Award competition November 2010 in Las Vegas, United States.

Entering the year 2011, Halo BCA also comes with a new innovation in the form of CRM technology. This is a technological innovation on the customer database becomes an important asset for the Halo BCA. Although reluctant to talk more clearly about CRM technology, Wani ensure sniper stance will be effective to always maintain a sweet relationship with customers.

Lead to Profit Center

If the view of cost, procurement Halo BCA as arguably investment cost is not small. In terms of human resources for example, Halo BCA supported by 700 staff and is divided into seven shifts with the amount of 40 000 calls per day. Not to mention the cost for the technology and infrastructure in the service.

"Investment for Call Centers such as Halo BCA is not cheap, with high technology and infrastructure that is very convenient for the customer service is a cozy design plus, of course, the cost is not small," I Wani.

However, it believes is comparable with that customer satisfaction a top priority Halo BCA.

"Currently, we are led to a profit center. While we do not make money, but with the work, we can make a relationship with our customers so that customer loyalty increases. So, we count them in the form of customer satisfaction, not money, "he said

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