Tunnel-vision Customer Service and Sales

I laugh so much when I watch some of these FoneJacker movies, but the thing this showcases so well is how each of us in just about any company any where in the world can get in a rut. We think there is only one way to do business, and our way is the right way. We try to sell our product and services and do not listen to the customer. We develop business as if we have no audience who might want to interact, like we are really just developing business with ourselves.

Criticism is hard to take, but it can turn us around into a new and better direction. I receive questions about the way our company does business, where we're all from (Mexico, Pakistan, UAE, and the DEEP SOUTH), the way our ESOL employees write and speak English*, and how our services work, and I'm glad I do.

* I have never received criticism as to how I speak and write Urdu/Hindi.

... browse some of our team's other blogs at http://blogs.didx.net and http://blog.tmcnet.com/monetizing-ip-communications/. You're welcome to comment, contribute, and collaborate any time.

To Record or Not to Record: Now No Question

2.12. CP07/0 "proposes that firms be required to record telephone lines used for voice conversations that involve receiving client orders and negotiating agreeing, and arranging transactions across the equity, bond, financial commodity and derivatives markets."

An alternative to curb fraud in regards to marketing, it's pretty controversial and worth debating. How will this affect businesses in marketing? This suggests new and extra costs for small businesses already fighting recession in different areas, but with an innovative, entrepreneurial and practical service or product. Especially in the telecommunications industry we are taxed to pieces. I blogged not long ago on one of my blogs about 25% in taxes and fees added on to a $200 origination services bill. Are these policies of call recording of marketing practices being considered in the Americas and elsewhere?

Switch now to http://www.fsa.gov.uk/pubs/policy/ps08_01.pdf.

This addresses outsourcing to keep the compliance neutral, making sure recordings are not manipulated or altered. And what 'reasonable steps' for compliance? What about a backup at disaster recovery sites? Again, cost! Mobile phone marketing is proposed to be included. Difficult. For now, the proposal does not cover mobile phones until further study of how to do so. Records must be kept three years.

Want to know more? Copies of this Policy Statement are available to download from our website –www.fsa.gov.uk. Alternatively, paper copies can be obtained by calling the FSA order line: 0845 608 2372.

Paul Deane, our new EMEA director for DIDX, drew my attention to this pertinent information.

... browse some of our team's other blogs at http://blogs.didx.net and http://blog.tmcnet.com/monetizing-ip-communications/. You're welcome to comment, contribute, and collaborate any time.