Kym Illman is the author of The Future is Customer Service and was asked recently by a Sydney Morning Herald journalist what top three behaviours by Australian managers contributed to poor customer service. It may not just be the attitudes of young Ygens that have caused the decline.
He sites:
Inappropriate procedures: Employees are forced to follow procedures “that are designed for the benefit of the business, not for the customer
Poor hiring decisions: Managers make the mistake of ...
Take a look at this service facts and statistics as revealed by Alexandra Smith in the SMH:
65% of Aussies always tell about bad service
61% have lost temper in restaurants or shops
86% have ditched a purchase over bad service
American Express Global Customer Service Barometer reveals that Australians are among the most vocal complainers in the world
Australians tell an average 23 people about bad service
Australians tell an average10 people about a good service ...
GRC is the acronym widely used for Governance Risk Compliance. The Arizona based Open Compliance and Ethics Group defines GRC as:
"... a system of people, processes and technology that enables an organization to understand and prioritize stakeholder expectations; set business objectives that are congruent with values and risks; achieve objectives while optimizing risk profile and protecting value; operate within legal, contractual, internal, social and ethical boundaries; provide ...
There are three (3) courses of action Club Management should consider when determining how to cease this type of activity.
Covert Investigation;
Covert Physical Observations; or
Review of practices and procedures.
Covert Operation
Industrially, adequate evidence is required for disciplinary action, or termination of employment. Evidence is also required to substantiate criminal charges should an employer wish this course of action. In all cases, it is our recommendation that a ...
A number of methods are used by staff to perpetrate bar theft. Generally speaking thefts commence in small amounts during shifts, which are often amounts considered by Management as minimal and not warranting investigation – usually within accepted tolerance levels, that are known to staff. Unfortunately, without proper investigation, for minor discrepancies, confidence builds in the perpetrator and the amounts increase over time, regardless of the motive for theft (gaming habit, mortgage ...