Category: Customer Service

25 Capabilities for Exceptional Customer Service [infographic]

August 2, 2013 | By | Add a Comment

Great visual info on customer service from Customer Service Hero. Go on, pin it up on your wall (and use it, of course!). Share this:

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All About Customer Service – Great Video

August 1, 2013 | By | Add a Comment

The simplicity and focus of great customer service – and how to do it, captured immaculately by the very nice people at StartUpCX… Share this:

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Customer Service Excellence – Cultivating Your Raving Fans

February 17, 2010 | By

Customers are an asset. Yet how many managers have the insights to make much more of these people that simply completing today’s transaction. They are much more valuable than that. It’s easy to appreciate the challenges that providing great customer service can pose. You see it’s not simply a case of giving them what they […]

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Perception is the Difference

February 15, 2010 | By | 2 Comments

The iris reader in passport control was out of order at Heathrow Terminal One this weekend. When I remarked on it to an official there (with care, as I had been delayed long enough), he smiled and said, ‘Well, it’s usually working 99% of the time’. Since I’d only recently joined this scheme, designed to […]

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Employee Relationships – What is Responsibility?

February 11, 2010 | By

Responsibility is fast becoming a lost art in the business worlds in which we exist today. When managers take responsibility for creating valuable relationships with their people, there are many opportunities to be had. But what is responsibility? Whilst relationships between individuals requires attention on both sides, with managers and employees there is a drive […]

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Dealing With Difficult People – General Principles

January 24, 2010 | By

Difficult people can be found anywhere. As managers or supervisors, you are likely to have at least one you can name. It’s as common as that. There is a general principle to use as a first step. Most managers come across difficult people at some stage in their careers or other. They are common and […]

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Customer Complaints – Who Will Gather The Intelligence?

January 20, 2010 | By | Add a Comment

Complaints are a valuable asset to any organization, once you can ensure that your people are willing to play. And to get them with you, they need to know that it’s not personal. There is no greater value than that to be gleaned from your customers and clients who are prepared to take the time […]

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One and a Half Ice Creams

September 27, 2009 | By | Add a Comment

It was early lunchtime. The outdoor trattorias were slowly filling up as we looked around for a good place, nothing too extravagant. The first place looked fine, yet despite trying to get the attention of the guy who was placing people (making eye contact, that sort of thing), apart from grabbing him by the arm, […]

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Cheating is Good!

May 5, 2009 | By | Add a Comment

Hey, how about this. Cheating on the job is good! No, no, no – not if you cheat to anyone’s disadvantage or harm or illegal sort of stuff. But if you beat the system to, for example:- Make a customers day Make something really effective Build a business relationship Surprise someone positively Make life easier […]

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When Customer Relationships Get in the Way

May 3, 2009 | By | Add a Comment

It was written on a sheet of paper. Clear, thick black pen on crisp white paper. It was positioned full square in the glass door – the only one that opened of the two doors available), at the entry to the shop. “We do NOT provide change for parking” Clearly the provision of change was […]

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