customer service

Customer service attitude is key

Two-faced head statue

Anyone who spends time passing through airports, or pounding the motorways, knows that travel is not really a precise business. Things can, and do, go wrong and most travellers accept that at times there will be delays.  These times are still extremely frustrating as we are kept from our homes, or further business appointments. So [...]

What is good customer service?

gym TN

Like many men of a certain age, I am a member at my local gym. It’s a good place to keep reasonably fit and also an opportunity to reflect on things, such as what is good customer service? Now my gym is very conveniently located for me, just a short 3 minute walk from my [...]

Customer satisfaction – It’s true: you really can see double digit improvements, and here’s how.

Dog TN

That’s it? Is it really that simple?  In essence, yes it is – but as I have said before simple does not mean easy. You may have come across the phrase ‘attitude shapes behaviour’. In other words what you are thinking tends to have a direct impact on your behaviour. Your thoughts are reflected in [...]

Customer Service: little things really matter

screws TN

I heard the knock on the door and knew that it had finally arrived: later than I had hoped, but still within the time range promised. I happily signed to accept the package and went off to look at my new toy – a shiny new flat screen TV that my wife and I decided [...]

What is a customer worth to you?

what is a customer worth?

The start of a New Year causes many people to reassess things that are important to them before making decisions about their priorities and plans for the coming year. Many businesses take the same approach at their year end. ‘What is a customer worth to you’ is a really fundamental question to ask of your [...]

When is it OK to mislead customers?

Customer Services

Listening to the radio in the car, I heard the presenter say ‘people are very quick to be enraged nowadays’. He was referring to a news story from the BBC apologising for misleading their customers over a sequence shown in the Frozen Planet series.  The programme, mostly shot in the frozen Arctic, contained some wonderful [...]

It’s simple customer service that makes the difference

Angry man TN

It’s flavor of the month to knock the banks and probably with some cause. You would think, in response, the banks would become more sensitive to the needs of their loyal customers so as to build or maintain trust, get whatever good PR was available and provide good customer service. My experience in the past [...]

Who is your customer?

Students hard at work as always

It is a question every business needs to ask itself. Who is my customer and what can I do to help them?  You would imagine that every business would put customer satisfaction at the heart of all that it does. Sadly, this is not the case. Of course, businesses talk a good job, I have [...]

Are engaged people more passionate or more dangerous?

So near and yet so far

We spend a lot of time in business wanting our people to be more engaged. There is strong evidence to support this desire. Employee Engagement has an impact on financial performance, reputation, staff turnover, and absenteeism. Researchers have shown that Employee Engagement is positively correlated to operational budgets, revenue, and even share price performance. In [...]

Is great customer service an old fashioned concept?

Marshall - an iconic brand

Perhaps I am getting increasingly grumpy before my time (some family members might say so, or simply harking back to times past, but in the high tech, high speed age it seems increasingly difficult to encounter really genuine service. Businesses are conscious of costs and are striving for ever more productivity from ever smaller staffing [...]

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