Human Brain Lobes on Blackboard. Frontal lobe, occipital lobe, parietal lobe, and temporal lobe. Human hand pointing with chalk lobe of human brain.

The Difference Between Knowing Customer Service and Understanding Customer Service

I’ve written before, when you think of customer service training, the first thing that comes to mind is either conflict management, or basic phone skills for a call centre. Often even the thought of attending a customer service training course can make you disengage immediately. The question is, why? The answer simply is, that we KNOW customer service well. We …

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Why Customers Should be Treated as Guests in Your Home

Depending on your industry there are a variety of terms that are used in reference to your customer. Patient, passenger, client, colleague are just a few. Guest is also another word that appears frequently in organisations like Disneyland and here in Australia by Virgin Australia. Whilst the word itself can enter the vernacular of your organisation overnight, the question is …

Corporate manager in modern office takes a break and prepares a paper airplane. The bored man dreams of his next vacations and leans back on his chair

How to Stay Connected With Changing Customers

One thing that organisations need to do more regularly is listen to their customers and be on the front line with them so they can physically see what influences their behaviour. Just because we are experiencing a change in economic times doesn’t mean that customers are not willing to pay a premium for your service and be less price-sensitive. Leaders …

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Clarity and Optimism for an Exceptional Customer Service Future

It’s easy to imagine a world where your entire team has a heart for service at their core. An ideal scenario is a customer service team that arrives at work each day with the passion to genuinely interact with your customers with the full support of the leadership group. But to get to this point can’t be left to chance. …

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Innovative Customer Service Solutions

Resources are all being stretched as much as possible. It’s definitely not the time to add more personnel to your payroll (although counter arguments could suggest this will cost in the short term, but bring results in the long term), so how do you find the time and resources to invest in driving improvements to customer service? The entire organisation, …

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Delivering Credible Customer Service with Energy

Remember the CEO who created Hawaiian Shirt Day? Is it OK for him or her to feel slightly powerless and self-conscious about lacking credibility? This is quite normal, especially when it comes to transforming improvements in customer service as you typically get one chance to get it right so you want to have the message delivered with impact. Communicating the …

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Aligning Customer Service with Accountability

“The board wants to see an increase in customer loyalty by 10 per cent this quarter, now go out there and make it happen,” says the CEO in the Monday morning meeting. Organisations who think of customer service as an overarching title of setting metrics and targets throughout the organisation will find these to be very unattainable. Internal processes and …

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Businesses Focus on Customer Service in 2017

Staff engagement and customer service are front and centre in business leaders’ plans to steer through the current lean times — that was the overriding message at a recent Australian Institute of Management WA and WestBusiness ‘CEO Voice’ roundtable event held at the end of 2016. Many Western Australians would agree that customer service is something that can certainly be …