Engaging Your Team in the Customer Experience

Whilst the people of your organisation deliver customer service, every part of your organisation, including the physical place and environment, influence the customer experience. In a previous post, I wrote about changing the atmosphere to support customer interactions as well as technology to make interactions work to your advantage; however, there are a number of other parts of your organisation …

The Way Your Team Must Approach Customer Service

The relationship that exists between the customer service delivered and the customer experience received is connected by the way in which the organisation and their staff serve their customers. As business leaders, your staff are empowered and given the tools and information to do their jobs well, but how can you ensure their service is delivered in a way that …

4 Steps to Empower Your Team to Deliver Exceptional Customer Service

The Ritz-Carlton Hotel gives all of their staff members (referred to as Ladies and Gentlemen) the autonomy and trust to use their own discretion in service recovery. This approach involves giving each staff member judgement in spending $2,000.00 per hotel guest per day if needed to enhance their experience or resolve a problem. The key here is not about the …

4 Things you Need to Know About Technology and Customer Service

Technology is an important part of customer service today, and organisations that do not embrace this change in their industry are at risk of losing relevance when compared to their competitors who leverage off technology. It is important to note that the relationship between technology and customer service is identical to the relationship between fast food and a healthy diet …