Sale of laptops in shop

What Aussie Businesses Must Do To Protect Against The Arrival Of Amazon

[Originally published by The Huffington Post Australia online on 17 July 2017]   Retailers need to focus on providing a better service experience to combat the giant. The first half of the year has gone just like that, and the second half will go just as fast and, before we know it, Amazon will no longer be on the horizon, …

Geeky looking Caucasian man in his 30's with nerdy glasses and a bow tie with a shocked expression is holding a calculator with a large number on it.

McGowan’s cuts to public service may not serve the public well

[Originally published on the Sydney Morning Herald online smh.com.au on 4 July 2017. Syndicated to WAToday.com.au]   Western Australian government departments have been slashed by 40 percent since Mark McGowan became Premier with 41 departments becoming 25 under reforms. While these reforms might be fiscally responsible, how will the savings deliver “a more efficient public sector to deliver better services …

The Perth city skyline at twilight with reflection, viewed across the Swan River, Western Australia.

Poor Customer Service is Killing Perth Restaurants

I was one of the many Western Australians who immediately booked a table at the prominent East Perth restaurant, Amusé, when they announced in January they would be closing down for good. Within days, the website bookings were exhausted and there was a waitlist option only for the chance to dine before the doors closed in early March. So, why …

6.8. Deliberate_feedback

Top 20 Customer Service Complaints

Do you ever wonder what return on investment customer service training will bring? Training that focuses on driving customer advocacy will increase the chances of a positive return. However, this is often hard to see as senior executives are continually looking only at the bottom line results and wonder how customer service training will directly impact those. The answer lies …

Fortune teller

Inside the Mind of a Customer — Is the Customer Always Right?

Leaders of organisations are continuously telling me they want to be more proactive with their customer service than reactive. Being reactive is okay in the sense that you can’t be expected to see your customers 24/7, which means there will be times when you are faced with a customer that you need to react to. Otherwise, organisations that empower their …

Image from Brazilian minilypse (MIS) - Sao Paulo - A couple at a restaurant asking for the bill.

How to be a Better Customer

We hear so much about what organisations need to do differently, and so there is training for that. Often the direction of the organisation is set by the customer’s agenda anyway. Their complaints and feedback often are the catalysts for change. But what about the customer? Could they use some training on how to be better? Staff who interact with …

Trouble at the check-in desk

Beware of Customer Service Barriers and Detractors – Part Two

This is the second part of the post that delves into the things that organisations should be aware of that change the service atmosphere. Broadly, they are barriers and detractors. In the last post I looked at the various barriers that are the things that completely block the customer, which creates a definite end to a positive interaction. This post …

Young man imploring his girlfriend to listen but she gives him a talk to the hand gesture. Photographed in front of a white background.A selection of related photographs:

Beware of Customer Service Barriers and Detractors – Part One

On a foggy morning, visibility while driving is poor. In large, polluted cities, smog makes it hard to see and breathe. In these examples the atmosphere is vitally important. Let’s look at people now. A party without music makes the atmosphere that little bit more awkward. Likewise in organisations, there are common barriers and detractors that exist that kill the …