Customer Retention and Employee Retention post-Christmas I know planning for next Christmas (or any other busy period) is probably the last thing on your mind just now. But if we don’t take stock now of how this year has gone, we’ll be missing out on the opportunity to learn from the experience. Don’t kid yourself […]
Getting the best from your seasonal team When Christmas is an exceptionally busy time for your business this of course presents a huge opportunity for you. But if you’re left with insufficient manpower, or temporary staff who simply aren’t up to the job, this can leave your existing team stretched and unable to meet your […]
Don’t you just love it when you open up a gift, and it’s perfect for you? It feels really good that somebody’s gone to the trouble of finding something that they knew you’d love. You’re delighted that they paid attention to something you happen to have mentioned in passing. You’re touched that they’ve gone to […]
We are surrounded by things that impact our emotional state or mood. These are so easily picked up by customers, and contributes to how our service culture is perceived
Since my arm came out of plaster (following my mountain bike accident in July) I’ve been having weekly sessions with an occupational therapist to help get the strength and mobility back in my wrist and hand. It’s been a long, slow process, but on each visit I’ve made incremental improvements. As you can imagine, some […]
It’s always useful to consider things from other people’s perspectives. Whether that is getting commitment from team members, dealing with customers, or merely seeking ideas or solutions to problems.
It’s not unusual for newly appointed managers or supervisors to lack confidence in allocating or delegating tasks, for fear of losing control or in case the team member doesn’t do it as well as they would’ve done.
When we don’t see individual skill strengths there’s a tendency to demand all-round competence in a job. So development focuses on areas where a person is least capable with time and energy spent on working towards average performance.
It only takes one negative or obstructive person to get in the way and undo all your efforts. These people can have a massive impact on employee engagement, people’s performance and ultimately on your customer service levels.
in recognition of National Customer Service Week this week I thought it pertinent to pick out some of the observations and insights into the overall customer experience.
"Stop letting your customers walk away"
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