Your values are your way of saying “this is what’s important to us”. They represent a way to share beliefs that define your culture. When we talk about customer service values it’s a way of describing what we see as important in how we treat our customers. Of course your customer service values must tie in […]
I was reminded again this week of the importance of defining the experience you want to create for your customers. When I start working with a business I often find they don’t have any clearly defined ideas of what good service looks like; they just know they’ll recognise it when they see it. This isn’t […]
How’s your first day of the new term been? Is everyone firing all cylinders? Or is there a definite case of the post-holiday blues? There’ll be many cheering that the kids are back at school, but when you’re surrounded by those who are fed up, bored, or just generally wishing they were still lying on […]
I was hooked. And had far too many late nights. I simply loved the Olympics. Can you believe it? – 67 medals. Brilliant. Well done Team GB! Did you notice the euphoria as people realised their success? Did you see the pride on the athletes’ faces as they stepped up onto the podium and receive […]
Have you any rotten apples in your team? > If your customer service training or any other efforts to get the best from your team are just not working maybe you have rotten apples in your team. It only takes one or two negative or obstructive people to get in the way and undo all […]
Are you a glass half full or glass half empty type of person? We are now exactly half way through the year. So while on the subject of halves are you more inclined to be saying “Gosh, where did that time go, half the year has gone already!” or “Hooray, we’ve still got half the […]
By the time you read this thankfully all the campaigning will be over and we’ll know one way or the other. There’s been a bit of a difference of opinion in the Cooper household. Hubby and I have homed in on different merits for and against remaining/exiting the EU! Seeing things from different perspectives extends […]
Your first day in any job can be daunting. It’s all new and can feel a bit lonely. Hardly the best place to be to give your best. So whether you’re taking on seasonal staff for the summer or full timers you want to do everything in your power so they can get off to […]
This week is customer service week. Customer Service Week, which is always the first full week in October, is an opportunity to raise awareness of customer service and the critical role it plays in running a successful business. For a businesses it creates the perfect opportunity to raise awareness within your own team of their […]
Get a return on your investment in customer service training by helping people move up the Conscious Competence Learning Model Have you ever had the task of changing the behaviour of one of your team members who thinks they know it all? I think we’ve all encountered such people who are blissfully unaware of their […]
Are you making these mistakes?
Are you making any of these 7 Big Mistakes Business Owners (or their managers) Unwittingly Make - Resulting in High Staff Turnover, Low Productivity or Inconsistent Customer Service?
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