Continuous improvement in Customer Service

Here’s part 7 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break   7. Continuous improvement Customer Service isn’t something you tick off your list. It’s continually evolving, and there will always be little tweaks you can make to improve your service. If you […]


Your customers’ journey

Here’s part 6 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break 6. Your customers’ journey Now’s a perfect time to review your entire customer journey and all the various touch points your customers experience. I’m often amazed how frequently I come across employees […]


Keep your team informed

Here’s part 4 in my 12 blog series on how to engage and motivate your team on their return from their Christmas break 4. Keep them informed Time off often gives people time for reflection and can prompt them to start thinking about other options, career moves or even career changes. Keep your team up […]


Attracting talent for a good customer experience

At our local Institute of Directors event last week we discussed the topic of attracting and retaining talent in a tight market. Of course having the right people on board is imperative for achieving a good customer experience. Not having sufficient people with the right skills will obviously impact service delivery. But the way that […]


A first-hand experience

How often do you or any of your team put yourselves in your customers’ shoes? Is it built into your customer service training? I’m often amazed how frequently I come across employees who only know their tiny little bit of the customer journey, having never experienced anything else the customer gets to see or hear. […]


It all stems from the top

I’ve been starkly reminded this month just how important it is to be a role model for your team. I’ve been in a couple of businesses recently where, although the managers and senior team are completely bought into the importance of delivering memorable customer service, sadly that ethos has not filtered down to the line […]