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 …

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, …

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 …

How to Select your Customer Service Team

Have you ever been in a recruitment environment where you can see the nervousness in the room? Where the ‘key people’ briskly walk around carrying a clipboard and pen and have such a serious look on their faces? Unless it really is a boring place to work, organisations aren’t doing themselves any favours by creating this look. The recruitment phase …