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. …

4 Steps to Train for a Customer Service Culture

To be deliberate you must be prepared to be relentless. Recruiting can be a tiring process and takes a lot of time, especially if it is done properly — it is better to have this cost up front than down the track when you have made a poor recruitment decision. This means you can’t take your foot off the accelerator …

5 Reasons Organisations are not Delivering Customer Service Results

5 Reasons Organisations are not Delivering Customer Service Results

It’s a balancing act to get it right. As we draw to the last half of the financial year, businesses are looking ahead to budgets to find the right mix of investments in areas such as marketing, infrastructure and their people. Meanwhile, learning and development professionals, and human resources managers are looking for ways to improve the return on investment …

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 …

Deliver Sustained and Long-term Customer Service Excellence

4 Steps To Deliver Sustained & Long-term Customer Service Excellence

What if you employed a team of people with service at their core? A team that is passionate about genuine interaction with your customers in a memorable way? A team guided by leaders and a business strategy that supports the execution of individualised service experiences and seamless processes? This is all possible for organisations who have a common interest and …