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 …

5 Essential Values for a Customer Service Culture

5 Essential Values for a Customer Service Culture

In the past, values were a bunch of words brainstormed using a thesaurus at a management retreat before being mounted on an acrylic board in the employees’ lunchroom, discussed on the first day of training and referred to as part of the organisation’s brand. Today, values define the heart of an organisation’s service philosophy to their customers and are used …