Tag: 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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10 Things for Managers To Do With a Spare Hour

December 20, 2010 | By | Add a Comment

There are those times when you’ve got your management act together when you reach those ‘One Minute Manager’ (Ken Blanchard) moments. In the first book of the series (there are lots of great follow-ups), our star manager ensures that he’s able to spend a fair bit of time gazing out of the window because all […]

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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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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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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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What Do Your Customers Want?

April 23, 2009 | By | Add a Comment

Getting inside the head of your customers is a recipe for success. And it takes some thought and actions on your part to ensure that you get the most from these folk, one of your most valuable assets. Sometimes, you almost have to ‘be’ them, to find out more. Try taking the role on of […]

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I Changed My Sandwich Shop

March 11, 2009 | By | 1 Comment

I have a Subway just up the road. I kinda like Subway, though when you have the ‘Sub of the Day’ each week, you sure know when it’s Monday. Still it was a nice walk and a nice Sub, so I did it – till my tipping point, I guess. I guess that came from […]

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Quick Thinking Required

March 6, 2009 | By | Add a Comment

I’m fascinated by productivity. Making things actually happen, instead of pondering endlkessly is a huge step forward for any manager. When I was in Australia recently, I met up with Dr Ken Hudson, from The Speed Thinking Zone. Ken’s premise is that things take way too long and there is a better way. Hudson’s Law […]

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