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 …

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 …

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 …

4 Steps to Treat Your Customers as Individuals

As we continue through the DIME™ journey you have learned how staff interact with the organisation, then how customers interact with the organisation. In this post, I will delve deeper into how staff and customers relate with one another in order to create a positive memory that is personalised, based on understanding customers as individuals. As I mentioned in a …

How to Lead Customer Service in Your Industry

The first step towards creating positive memories with customers is to recognise the right place for memories based on your organisation and industry. Too often, organisations focus on making their customer service better, but don’t see the limitations that exist within their own industry. Often, these limits are boundaries worth breaking; however, when working in an organisation or industry for …

Don’t be Subtle – How to Brief Your Customer Service Team

Did your parents ever say you were deliberate as a child? Doing something to attract their attention? You could have drawn on the walls, taken things out of cupboards or even thrown tantrums. Let’s explore this further and look at ways we, as leaders, can continue to do things throughout the workplace that will attract the attention of your team. …