To give or not to give
July 30th, 2018 | admin


Would you share your direct number with a customer?


Many customer-facing employees, managers, and probably some back-office employees, like workshop managers, share their mobile numbers with customers (personal or work numbers).Many companies make sure it is mentioned on the business card so that customers can reach them at any time to get support. Sometimes customers even ask for a personal number if only the work number was mentioned, and we so proudly write it on the business card.
How many of you have received phone calls at inappropriate times? Forgive me in advance for giving Automotive related examples, as I prefer to only share my own experience. During toilet breaks? Imagine you are in a toilet stall and you hear someone going:” Hello, hello?” and you think they might need help only to discover they are actually answering a customer call about getting a better price. You get calls during dinner with family and you get that look from your other half. Even at midnight, that time when you are releasing some steam and you get a call from a customer who decided to change the colour of a car he ordered a few months back, and the list goes on.
Two questions arise:
1-Why did you receive those calls?
2-Why did you answer?
The reason for receiving the calls would most probably be because the customer trusts you, or has, what he considers to be, a problem, and wants to reach out by all means. The reason for you answering the call would most probably be that you need to achieve your targets at the end of the month and that you probably like this customer.
As you can see, this is done with all good intentions to make sure that the customer is served immediately with the least amount of inconvenience and that the employee earned his living which I totally agree with. However, let us look at the impact of sharing a direct phone number with customers.
Taking a common scenario where a customer calls a sales consultant or service advisor, and just to make it simple, let us consider the call was done during working hours.


You could have an automatic reply message, or, you could excuse yourself, pick the call up, and let them know you will call back. But how many times could you possibly do that without causing dissatisfaction (especially when you get 20-30 calls per hour)?

The solution exists, it has been tried out and tested successfully.We will be proposing it in future posts, until then, feel free to share your thoughts and experiences.
To know the answer click here

The Collaboration of Tiqani Inc. & NPTC
February 17th, 2022 | admin

We are very excited to announce that Tiqani Inc. and NPTC Group of Colleges have signed a Memorandum of Understanding to collaborate and work together to develop a skilled workforce, maximizing potential to help businesses work more effectively and efficiently. The College is....

Read More
The Work-Life Buckets: A practical method for time management.
December 14th, 2020 | admin

This year has been a challenge for most of us especially working from home. I am sure many of you felt the level of productivity you are at. For me, it was NOT acceptable.   A while back I asked the LinkedIn community....

Read More
Customer Complaints & the Purchasing Experience
December 2nd, 2020 | admin

By RUDY SHUKRI I met a Tesla buyer the other day and I asked about the purchase experience, the car itself, and the service. He was very happy with it and was impressed with the handover. I asked about all the complaints that....

Read More
Why not: Product Specialists
November 22nd, 2020 | admin

A while back I did a small research related to trust and job title. “Who would you choose to do business with”. The results came in as follows: Sales Advisor/Consultant 36% Sales Executive/representative 8% Product Specialist 47% Sales Engineer 8%   The title....

Read More
Virtual Selling: Series 1
August 8th, 2020 | admin

The Customer Journey In the New Era It is no secret that selling has been changing for a few years. The recent COVID-19 pandemic has accelerated the change tremendously.  The ever-growing expectations of the customers, as well as the health and safety measures....

Read More
What we learned! Our first Virtual Classroom Training (VCT) Design and delivery.
May 28th, 2020 | admin

Introduction – Pre Virtual Classroom Training Having had my fair share of face-to-face sessions for more than 21 years, I reached a stage where I just needed to read whatever material I was given and, within 2 hours, I would be ready to....

Read More
A new partnership between prodiags & tiqani to “bring more learning options to you”
March 20th, 2020 | admin

As a talent development establishment, we always thrive to support automotive professionals as well as enthusiasts to quench their thirst for more learning and more information. This partnership adds another milestone in Tiqani’s mission to Inspire, Engage, and Empower. The new outlook to....

Read More
What do you do?
December 24th, 2018 | admin

By RUDY SHUKRI Like everyone else, Sales and Service employees are asked: “What do you do?” The typical response is: “I am a Sales consultant / service / parts advisor at company XYZ; I sell cars / I sell parts and repairs.”  ....

Read More
CDX Learning and Tiqani Management Consultancy
November 27th, 2018 | admin

Tiqani is pleased to showcase its official representation of CDX Learning. From a broad spectrum of fields, more specifically vocational and trade, CDX Learning is an interactive online learning and testing platform that was designed to meet the needs of the learners, instructors....

Read More
What and How, but Why?
October 23rd, 2018 | admin

By RUDY SHUKRI   Working around the region for the past 20 years has taught me to always be sure to know what to do, and how to do it. All my aspirations were to always learn more by using the what and....

Read More