Weekly Service Insights Blog Archive
Weekly Service Insights Blog Archive
Don’t Make Your Customers Feel Wrong
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 [...]
Making Better Customer Service Decisions When Things Are Out of Your Control
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 [...]
Are QR Codes Making us Lazy in Customer Service?
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 [...]
Don’t Make Your Customers Feel Wrong
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 [...]
Making Better Customer Service Decisions When Things Are Out of Your Control
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 [...]
Are QR Codes Making us Lazy in Customer Service?
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 [...]
How to Improve Customer Service
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 [...]
How Much Should You Spend on Customer Service Training
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 [...]
Measuring Customer Service – The Unhelpful and Useful Way
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 [...]
Top 10 Reasons Why You Should Measure Customer Service
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 [...]
Prioritise Small Talk
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 [...]
Learning to Serve is Like Riding a Bike
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 [...]
You Are Only as Good as Your Last Performance
It was 2017, the day after the Australian Open Men’s final. Roger Federer had taken the title yet again. It was an epic four-hour match and I was working [...]
The First Decision in Service
I recently read a blog by Seth Godin, Practical Elegance, where he suggests that customer service begins at the point of making a commitment to the experience long [...]
Aim To Please The First Time
My partner and I are planning a staycation and making the most of our local area on the Mornington Peninsula over a four-day intentional break. We have agreed on [...]