If you’re like me you’ve probably already had half a dozen email declarations of love today from suppliers and those touting for your business. It happens every Valentine’s day, doesn’t it? I wonder if these businesses put the same amount of time and attention into declaring their love for their team. Unless your team feel […]
You are only as good as your weakest link. That means if you have just one person failing to deliver good customer service or giving a poor customer experience this will impact your customers perception of your business as a whole. And that person might not even be one of your own team. Any one […]
One of the biggest barriers I come across when I’m helping business owners develop their customer service culture or delivering customer service training is when people believe they don’t have enough time to devote to customers and delivering a memorable customer experience. In this short video I give some suggestions to help get over this.
I’m super excited to announce my book ‘Creating Service Superstars’ is now published. . It is a manager’s guide to building your team’s confidence, initiative and commitment to creating a memorable customer experience. I’ve kept it nice and short (69 pages) so it’s an easy read and hopefully doesn’t become one of those tomes gathering […]
Here’s a short video with 3 things you can be doing this week to get your team engaged, enthused and energised for the year ahead and get 2017 off to a brilliant start. If you get them engaged now and show you are enthusiastic about the year ahead this will rub off on your team and […]
Christmas is a time of showing our gratitude – not that you shouldn’t be doing this all year round of course – to our team. Unless your team feel valued and loved they’re not likely to give their best and to deliver the type of customer experience either you or your customers expect. So how […]
25 years! It’s 25 years this week since we moved into our house. There aren’t many things we haven’t changed; the whole layout of the rooms, we’ve added an extension and we’ve extended into the roof space. But it’s taken this long to put up a sign outside with the house name (this was something […]
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 […]
Why Customer Service Training Fails … and How to Ensure Yours Doesn’t!
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“The 7 Costly Mistakes Businesses Unwittingly Make So Their Customer Service Training Fails... and How to Avoid Them”