customer service

When Customer Service Fails

Do you know what your customer service staff say to your customers? How are your customers really being treated? Every day, staff are interacting with customers. What impression do customers take away from their experience with your staff? Consider the following interaction between the service staff at a car dealership and a long standing customer …

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Customer Service - Uncommon Service

Uncommon Service – Putting Customers at the Core of Your Business

A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service “Uncommon Service – How to Win by Putting Customers at the Core of Your Business” By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press – Create an environment within your organisation where all employees focus on delivering excellent customer …

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Telco study recognises training requirement for customer service employees

Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: more than half of the consumers (55 per cent) surveyed reported contact with their service providers five or more times to try and resolve an issue; more than half …

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Employee Engagement and Amazing Customer Experience

Employee Engagement and Amazing Customer Experience Earlier this month I posted an article about Employee Engagement Awareness on the Rise, and more recently I noted the release of a new book, Touchpoints – Improving Leadership and Employee Engagement by Douglas R. Conant (2011), CEO of Campbell Soup Company. Recently I read the book Employees First, …

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Announcing Business Process Training for 2011

Returning to Australia and New Zealand in the coming weeks, this world renowned programme (just sold out again in Europe) offers the full Certified Process Professional (CPP) training and certification, and it is a ‘must have’ for both the practising and aspiring Business Process Professional. If you missed out on the training last year, make …

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The Customer Is Not Always Right

No, I’m not referring here to the way we manage potentially abusive customers. You don’t have to search too hard to find numerous postings about customer service. Rather, continuing on from my previous post, I’m exploring the gap between what a customer may request or say that they want, what they truly need, and the …

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Book Review – “Outside-In” by Steve Towers

Outside-In – The Secret of the 21st Century Leading Companies BP Group Press, 2010 www.outsideinthesecret.com Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape. An Outside-In Philosophy In suggesting that today’s businesses are working with new rules and …

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Service Recovery Window

For organisations providing a service to customers (ie. most organisations), there will be times when the service delivery doesn’t match the customer’s expectations. This occurs when the customer’s expectations are not clearly understood or managed. Organisations that are specifically service-based, differ from those that manufacture products. In both instances, there is a requirement that needs …

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