service delivery

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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Employee Engagement Awareness on the Rise

Is Employee Engagement Awareness on the Rise? A review of current business articles highlighted a number of tweets, posts, and media articles over recent days and weeks that focus on employee engagement. This comes on the back of the media hype over the increase in online consumer sales, with Australian retailers being told to lift …

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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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