The aim of customer service is to remove people’s barriers and leave them better than when you found them. In simple terms: be helpful. A client of mine—who works for a stadium—shared a story about how she helped a customer (an elderly lady) to scan a QR code when she visited the stadium. [...]
Last week, my team and I found ourselves in an uncontrollable situation. We had very little influence over every challenge that was thrown our way, and we certainly didn’t have control. I won’t bore you with the details but let’s just say it involved travel, Covid tests and threatening border closures. I made decisions [...]
If you walk into a restaurant, a retail store, any sporting or entertainment venue or if you travel to places where people gather, chances are you will be greeted by a big square box. In many cases, our friendly first impressions have been replaced by a finger pointing towards a QR code. Scan [...]
Employees who feel well are more likely to delight a customer. Wellbeing is the experience of health, happiness and prosperity. It includes good mental health, high life satisfaction, a sense of meaning and purpose, and the ability to manage stress. More generally, wellbeing is just feeling well. In the past twelve months, employee wellbeing [...]
The team and I are often asked how much should be spent on customer service training. To start, the amount you spend on training will depend on your business needs and budget, but there is a guideline, per employee, which I will share in response to this great question. I should declare up front [...]
Last week I spoke about the Top 10 Reasons Why You Should Measure Customer Service. This week I want to explain that there is an unhelpful and useful way of measuring customer service, and bear with me; it is a bit technical. Data is great, but what do you do with it and can you make decisions and [...]
A key success factor for improving customer service is to have measures in place. Besides it being good business to measure the areas you wish to manage well, there is a bunch of other reasons why measuring customer service is essential. I’ve taken inspiration from global and local businesses (of all shapes and sizes) [...]
You can tell a lot about a businesses service culture by the way employees treat each other internally: how people speak to one another, internal response times, and the levels of care and respect shown are reflections of how customers will be treated. As leaders, a smart and sustainable approach to better serving [...]
Do you remember the first time you learned to ride a bike? For me, it was the early eighties. Dad progressively helped me build confidence to ditch my training wheels and set me off on two wheels at the age of six. All was well until I needed to slow down and stop. [...]
As we move closer towards the finish line of the current financial year, it would appear the majority of businesses are seeking ways to improve the performance of their business to ultimately drive better returns. If you are a project sponsor, service champion or leader who has been given the task to drive service [...]
