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, …

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 …

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 …

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 …

Why Technology Changes Customer Expectations

What do you think of some of the tech trends of 2016? I am already seeing some gadgets advertised for next year too and it is definitely exciting. I wrote a blog a few months ago about technology and its relationship with human interactions. I got some great feedback, but I missed a fundamental issue. Whilst my blog covered how …

Give the Gift of Customer Service This Christmas

It’s hard to pinpoint exactly when the term customer service started circulating. All we know is that it has been around for quite some time. One notable date in history was on 8th October 1992 when then president, George Herbert Walker Bush, proclaimed to United States Congress that the first week of October be observed as National Customer Service Week. …

What are Your Customer Service Commitments?

I have previously referred to the common purpose as an internal way for your team to deliver on your external brand promise to customers, but what does that specifically or literally mean and look like? Organisations, both large and small, need to have non-negotiable standards when it comes to service, and customers through their wisdom of choice also look for …

The Definition and Levels of Exceptional Customer Service

What is the definition of customer service? The term has been around for ages, but what does it truly mean and how can the definition assist us in actually making it work for our customers and our organisation? The DIME™ definition of exceptional customer service is: “the regular act of giving, worthy of attention, for a marked change”. Quite a …