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A Paper On Leadership

By Ampy Llorca   INTRODUCTION      Over the decades, there has been numerous books, articles, essays, speeches, quotations, anecdotes, blogs among many other communication media on this one word – “ leadership .” I could assume it is one of the highest written and discussed subject, and at one stage, in some way, you would have encountered this subject. To prove this, a quick Google search on “Leadership” shows about 2,610,000,000 results in just 0.65 seconds, while “Management” gave about 40,500,000 results in 0.67 seconds.          Why is this subject so interesting and relevant throughout the ages?   I believe it is due to our inherent societal behaviour of living in a community where order is the norm and where a figure to look up to is built in our psyche – that figure is a leader.   If we are naturally drawn to a leader, what is this leadership all about?   LEADERSHIP DEFINED      There ...
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Customer Service Standards

By  Ampy Llorca INTRODUCTION Customer service is an organisational and personal commitment to maintaining the highest standard of excellent customer satisfaction and experience. That is to consistently deliver a clear standard of best practice which is expected when dealing with organisations or individuals, to ensure a positive customer experience.  This brief paper aims to explain what customer service standards are and how they are implemented into the organisational model to benefit the business.   To set the scene, first we need to know…  WHO ARE OUR CUSTOMERS   It has been well defined and documented that there are two types of customers, internal and external.    It not the scope of this paper to further elaborate or provide examples between these two types, but for completeness, I quote Samantha Walker, “the main difference is that Internal Customers are the customers that belong to the company or a part of a company, whereas External Customers...
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Why Network for Business?

  By Ampy Llorca   In the business world, networking is defined as “the establishing of communications links with other people as a means of exchanging ideas and information” that includes both internal and external organisations.   There are many (from 5 to more than 10) business, as well as professional and personal benefits to networking that has been authored by many successful businesspeople. However, the commonality underpinning all the enumerated advantages is good communications. From effective communication, it primarily builds  confidence  to talk to people (i.e. existing, new and potential customers/clients), where you get to  exchange information and ideas . In this exchange of ideas and information you can gain  insights on the best practices  where you can benchmark your business. Networking with like-minded people can  identify business trends  and lead to  new business opportunities.   Professional networking of...
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