Listy, Yoon, Jason, Liana and I went to Ipoh to attend Siao Mun's wedding on 23rd September.
The trip began on 23rd morning. We had Mc.D breakfast in the morning at Budget Terminal.
Thursday, September 29, 2011
Monday, September 26, 2011
How Green Building Should Look : Ken Yeang
Green building doesn't necessarily equal ugly. There's often a causallink between building's look and its sustainable credentials, if for no other reason than green architecture demands a certain set of materials, economy, and form. Now, this form-function relationship need not mean ugly, aesthetically uncomfortable.
According to Ken Yeang, good architecture is green architecture, but green architecture is not necessarily good.
The building should not look like a modernist, and should not be pristine; it should be a bit fuzzy and something new. The ideal green building is one which is ecomimetic and whichintegrates seamlessly and benignly with the natural environtment at 3 levels: physically, systemically, and temporally.
According to Ken Yeang, good architecture is green architecture, but green architecture is not necessarily good.
The building should not look like a modernist, and should not be pristine; it should be a bit fuzzy and something new. The ideal green building is one which is ecomimetic and whichintegrates seamlessly and benignly with the natural environtment at 3 levels: physically, systemically, and temporally.
Sunday, September 18, 2011
Handling Complaints
I realized when I was in Indonesia, I didn't bother to waste our time to complaint because no body will respond. It became a culture. We just need to learn our lesson and keep in mind not to go back to the place that have bad service or product.
It's a totally different story when I live in Singapore. Every time you are not satisfied with a thing or a product, you can make a complaint. Most of them will respond positively by giving discount, free give, or apologize to you.
The real test of client relations skill is the way we handle difficult situations. A Complaint is a warning sign that our product or service has a problem. Treat a complain is an opportunity to put things right.
For service company, good word of mouth is the best and most reliable source of marketing.
These steps may be a better procedure to respond a complaints :
- Keep calm and listen
- Thank the client for bringing the matter to your attention
- Apologise
- Never argue or disagree, even the client is wrong
- Ask question and note the facts
- Consider the some alternative of solutions, decide the best to do and take action
- Explain what you are doing and why
- Make a record of the complain and pass it to those responsible
- Follow up to ensure the matter was rectified
I will put "handling problems and difficult clients" on the same category.
These are the steps :
- Ask questions to clarify the problem.
- Solve it your self if possible or find some one who can
- Do not ignore or dismiss the problem
- Do not blame the client
- Do not laugh, even it's funny
- Do not avoid by saying "it's not my job" or "we can't help you"
- Try to understand the client
- Respond as quickly as possible
Beside those steps, I think our expression when we are talking to client has to be neutral or welcoming rather than black face :)
It's a totally different story when I live in Singapore. Every time you are not satisfied with a thing or a product, you can make a complaint. Most of them will respond positively by giving discount, free give, or apologize to you.
The real test of client relations skill is the way we handle difficult situations. A Complaint is a warning sign that our product or service has a problem. Treat a complain is an opportunity to put things right.
For service company, good word of mouth is the best and most reliable source of marketing.
These steps may be a better procedure to respond a complaints :
- Keep calm and listen
- Thank the client for bringing the matter to your attention
- Apologise
- Never argue or disagree, even the client is wrong
- Ask question and note the facts
- Consider the some alternative of solutions, decide the best to do and take action
- Explain what you are doing and why
- Make a record of the complain and pass it to those responsible
- Follow up to ensure the matter was rectified
I will put "handling problems and difficult clients" on the same category.
These are the steps :
- Ask questions to clarify the problem.
- Solve it your self if possible or find some one who can
- Do not ignore or dismiss the problem
- Do not blame the client
- Do not laugh, even it's funny
- Do not avoid by saying "it's not my job" or "we can't help you"
- Try to understand the client
- Respond as quickly as possible
Beside those steps, I think our expression when we are talking to client has to be neutral or welcoming rather than black face :)
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