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 …

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 …

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 …

Forget Poor, Average and Good – 10 Accurate Ways to Describe Your Customer Service

Would you know how to describe the level of customer service in your organisation if you were asked? The days of either fitting into three categories — poor, average or good — are now over. With the need to continuously reflect and improve, not to mention the number of ways you can make improvements you need to have an accurate …

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 …

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 …

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 …

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. …