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 …

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 …

Businesses Focus on Customer Service in 2017

Staff engagement and customer service are front and centre in business leaders’ plans to steer through the current lean times — that was the overriding message at a recent Australian Institute of Management WA and WestBusiness ‘CEO Voice’ roundtable event held at the end of 2016. Many Western Australians would agree that customer service is something that can certainly be …

5 Ways Business Leaders can be Deliberate about Customer Service

Over the past few blogs I have introduced readers to the DIME™  approach to customer service, which stands for, Deliberate Interactions Memorable Experiences™ . To expand on this in greater detail, I wanted to focus on what it means to be ‘deliberate’, especially as a business leader. To define this word that I love using, you could replace it with doing …