About Niki Flood

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So far Niki Flood has created 43 blog entries.


2018-03-19T23:03:54+00:00 March 20, 2018|

It’s Sunday night and I sit down to prepare myself for the week. Prepare for what you may ask? This Sunday night tradition I have practiced for many years since I was a young girl. Every Sunday night my Dad would get my brothers and I to line up over newspaper in the loungeroom, [...]

Customer Service is HOT Right Now

2018-03-13T21:10:51+00:00 March 13, 2018|

In 2017, CPM published an article entitled How do customers feel about the state of customer service in Australia? Australians’ tolerance for poor customer service is lower than ever. Dealing with human beings trumps social and mobile channels. Australian’s value the human side of service over digital. Time calls for bridging the gap between [...]

Customers Have Bad Days Too

2018-02-26T22:17:47+00:00 February 27, 2018|

One of my clients has a monthly pulse, which they share with the business nationally all the good news stories in service. This is a brilliant way to reinforce what good looks like in service interactions and is a sure way of positively shifting the dial in a service culture. I have seen customers behave [...]

Cutting Limes with Kindness

2018-02-12T21:27:49+00:00 February 13, 2018|

Recently I have been paying attention to how much multi-tasking I am doing in a day. Most of us would pride ourselves with being able to multi-task; me included. What I am becoming acutely aware of is that although it may feel like I’m being uber productive and getting loads done, the task at hand [...]

On Second Thoughts

2018-01-29T22:59:03+00:00 January 30, 2018|

Recently when I was on a flight to New Zealand a passenger travelling economy asked a flight attendant if he could charge his laptop in the business class area of the plane, after noticing there were no charging ports in economy. The flight attendant’s first response was; ‘’Oh I'm sorry sir the charging ports are [...]

The Common Sense in Service

2018-01-22T20:06:01+00:00 January 23, 2018|

This week I found good in a supermarket! It was a mid-week evening, I was tired and a little distracted, it’s fair to say that I didn’t want to be there and was simply going through the motions to get some fresh produce for dinner. The teenage girl serving me picked up on my energy [...]

Between the Cracks of Service

2018-01-15T23:55:19+00:00 January 16, 2018|

Last week I arrived at a café to do some early morning writing. The service was very good. The staff were fast, extremely attentive and pleasant. You would agree with me that this level of service is what customers expect. However, on this day, my expectations were exceeded. There was a particular moment while I [...]

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