Zeroing the core problem
There is no greater gift than the ability to zero in on the root problem of perplexing and comples problematic situations. When one is not able to do so, then one is lost like a in a maze. Instead of finding a solution, he creates more problem. Just today, i was mired with so many…
Customer satisfaction from inside
This group from a finance company had it all correct: they knew customer service or making customer service was important. Yet their boss called me to train them on this topic. First i asked them: 1. What do you think your boss expects from you? 2. What do you think makes him unhappy/upset? 3. What…
Motivating finance cooperative staffs
Their job was job: go to shops and collect daily savings and daily or monthly installements of loans, also increase new members. They belong to the breed to finance saving and lending cooperative spread around the country. They face so many difficult situations like customers going back on the words of contracts asking questions like,…
Life can’t be unfair
Many times we feel life is unfair and we are the subject of injustice. I have come to realize that this thought is a spirtually immature one. It is our lack of vision that is blinding us. We think that somone like oneself got something and since you also did not get it, life is…
Worst customer service experience
When i signed up for my broadband internet service i never imagined what type of people i was dealing with. The basic tenet that customers like myself live by is that, your service provider will listen to you complaint and unlike in other services, broadband in Nepal where there is so much load shedding is…
Lose-lose-lose scenarios: a sad reality of Nepal
Today saturday 18th April, there was a news in a national paper, Kantipur, that a certain project aimed at solving power crisis in Nepal to some extent by cutting losses was not able to launch and that the budget of 18 million has swelled to 80 million due to so many demands put by all kinds of…
Love of family over love of nation
How can we deny that the problem in Nepal is that we have been putting our families first before our nation. It is nothing bad. Except when you look at this way: Suddenly you become a minister. In front of you are two paths. One is thankless, without commissions but the nation will get a…
Threat Analysis: hiring a domestic helper
It is not that bad. I’m myself struggling with the reality of having a hire a domestic helper. But I’m not used to it. It is a new thing for me. I’ve tried to avoid thinking about it. But with my baby growing up and needing more assistance, I am compelled to find one. But…
The Power of Entrepreneurship
There were about 20 young boys and girls in the mid twenties. Most were job holders, looking for more ways to make money in life. They belonged to a Leo’s club of Biratnagar. I had to train them on entrepreneurship. Lesson 1: Entrepreneurs think differently for every situation. So I asked the stand up and…
Customer Service Training for Cooperative Employees
I asked all the participants who were presently working in a financial coorperative, “How many of you will leave their job now for a job in a bank?” Without a single exception, all hands raised. Then I asked them what type of customer service related problems they faced. They listed some 20 that I categorized…