FOUR TYPES OF CUSTOMER SERVICE STRATEGY PROPOSITION, WHICH ONE ARE YOU?

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. ~ Jeff Bezos One of the biggest challenges in the world of customer services is understanding what type of service proposition you […]

Management of Change – Latest research part 4 – Agility is the Key

Even those who fancy themselves the most progressive will fight against other kinds of progress, for each of us is convinced that our way is the best way.” Louis L’Amour (The Lonely Men) In the last post, I talked about the accumulated impact of the change and that there is one driver of employee change […]

Management of Change – Latest research part 1 – Embracing Change

“One key to successful leadership is continuous personal change. Personal change is a reflection of our inner growth and empowerment.” Robert E. Quinn One of the aspects of working in a B2B – Business 2 Business – service organisation, is that there are organisations and research that the company I work for subscribes to and […]

Customer Service and the impact of Millennials, part 2

“…The Millennial Generation will entirely recast the image of youth from downbeat and alienated to upbeat and engaged—with potentially seismic consequences for America.” — Neil Howe and William Strauss from “Millennials Rising.” This is the second article in the series where I was asked to take part in a discussion on the impact of the […]

Customer Service and the rise of Millennials, part 1 of 2 posts

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 […]

Customer Service, what do you measure when SLAs don’t work? Processes, outcomes, and benefits

“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 […]

Take the dummy out of your mouth and learn positive verbal communications

“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 […]

Take the fluff out of your ears. What on earth is the benefit of Active Listening?

“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 […]

Customer Experience Design is unique to your companies customers, you can’t copy other people’s

“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 […]

CUSTOMER SERVICE AND HOW DO YOU BUY A FRIDGE THESE DAYS?

“The fridge had been emptied of all Dudley’s favorite things — fizzy drinks and cakes, chocolate bars and burgers — and filled instead with fruit and vegetables and the sorts of things that Uncle Vernon called “rabbit food.” ― J.K. Rowling, Harry Potter and the Goblet of Fire We have had “Doris” the fridge freezer, […]