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 …

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, …

3 Ways to Forget About Customer Conflict

One of the best ways to leave a positive memory with a customer is the manner in which unusual opportunities that present themselves are handled. Whilst this is the riskiest time for a customer, as on the flip side the relationship could be damaged permanently, there are key things that organisations and their leaders can put in place that will …