Each generation imagines itself to be more intelligent than the one that went before it, and wiser than the one that comes after it. George Orwell I was asked to take part in a discussion on the impact of the Millennials on the service industry by the Field Service Magazinehttp://fieldservicenews.com/. What on earth are Millennials […]Read More Customer Service and the rise of Millennials, part 1 of 2 posts
If you are depressed, you are living in the past If you are anxious, you are living in the future If you are at peace, you are living in the present, Lao Tzu Life is full of change, I would contend that there are three things in life you can be certain of – Taxation, […]Read More Mindfulness and the fear of change
“The measure of intelligence is the ability to change.” ― Albert Einstein If you work in a B-2-B [Business-2-Business] environment, you will, at some point, have the opportunity to be in a customer account review. This is where you will be reviewing the performance of your organisation against the business commitments that the customer has […]Read More Customer Service, what do you measure when SLAs don’t work? Processes, outcomes, and benefits
“Your beliefs become your thoughts, Your thoughts become your words, Your words become your actions, Your actions become your habits, Your habits become your values, Your values become your destiny.” ― Mahatma Gandhi We all have habits; good ones; bad ones; dangerous ones; ones we love; ones we would rather not have. Habits help us […]Read More Mindfulness and the power of non-habit
“How would your life be different if…You walked away from gossip and verbal defamation? Let today be the day…You speak only the good you know of other people and encourage others to do the same.” ― Steve Maraboli, Life, the Truth, and Being Free Further to the recent article “Take the fluff out of your […]Read More Take the dummy out of your mouth and learn positive verbal communications
“The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them.” — Ralph Nichols Customer service involves interacting with customers, positively engaging with them and having a dialogue. A dialogue involves at least two people and the conversation that happens […]Read More Take the fluff out of your ears. What on earth is the benefit of Active Listening?
“In the innovation age customer experience is key. Your impression defines their expression” ― Fela Durotoye I have been a passionate advocate of Customer Experience Design for many years. As a process; as an approach to changing your customer service; as much as an ethos – the idea of consciously and thoughtfully thinking though how […]Read More Customer Experience Design is unique to your companies customers, you can’t copy other people’s