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 …

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 …

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 …