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Kennette Reed's Articles in Customer Service

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  • Understanding How Internal Customers Learn
    People make up your business. Without them, there would be no products, communication, management, or customers. Those who work within the company (internal customers) need to have a clear understanding of their roles, and how their actions affect operations and external customers. Without this clear understanding, they will view their actions as isolated incidents, which have little or no affect on the big picture.
  • Survival of the Fastest?
    With cell phones, PDA’s and instant messaging we continue to seek devices and software that will allow us to accomplish multiple tasks efficiently and effectively. Survival of the swiftest has been the business mantra for some time.

    Remember the story of the tortoise and the hare? The hare is swift, and when the race begins he feels he can easily put a great deal of distance between himself and the tortoise. Thinking his speed will allow him to overtake the tortoise at will, the hare decides to eat and rest. Though the tortoise is slower, his pace is steady. He never stops or slows. Due to the hare’s reliance upon speed, and his lack of focus on the goal (the finish line), he doesn’t win the race. The tortoise is the victor.
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