Running throughout all of our customer service courses are the following five values – Show Respect Every customer is your most important this applies both internally and externally Show you care Make sure you always present a positive and supportive attitude in everything you do Advocate In other words stay on your customer’s side – [...]
Archive for December, 2009
Handling Stress in Customer Service – Part 2
Yesterday we gave some tips on handling stress for customer service operatives. Here is part 2 of the top tips, we hope you enjoy it and practise at least one thing. Don’t try to be ‘one of the boys’. Develop your own style of management and let is evolve as you gain experience. Make decisions [...]
Handling Stress in Customer Service
Spare a thought this morning for those poor souls on the frontline of customer service. Day after day they have to often put up with abuse and awkward situations. It can be a stressful job so this morning we are giving out some top tips for coping with stress. If even one of these tips [...]
Is Dixons Customer Service that bad?
Yesterday on the tube I saw for the first time the controversial advert campaign by Dixons which pokes fun at their rivals Selfridges and John Lewis. In case you haven’t seen the adverts or indeed heard any of the storm they have whipped up I will explain. The basic premise of the campaign is that [...]
The Daily Mail Wooden Spoon Awards
It is that time again when the Daily Mail run their annual Wooden Spoon awards for customer service. Last year this award was won by a long way by British Telecom who will be hoping not to have the “honour” of winning this award again this year. It will be interesting to see BT’s place [...]
Customer Service summed up?
A short post today but hopefully still with a powerful message. Below is a phrase that we believe potentially sums up what excellent customer service is. Although we know that you need committed and well trained staff, good systems, simple processes and many other things in the mix to provide excellent customer service if you [...]
In exhalted company?
I recently wrote on this blog about when it is acceptable, if at all, to use the word mate in customer service. It seems that I have found someone who really takes offense to this – Terry Wogan. I am in exhalted company indeed! Our conclusion on this blog was that it was not really [...]
If it ain’t broke..then try and break it
In customer service we live and die by our systems and how effective they are at doing the job they are designed for. In the past on this blog we have talked about the need to simplify our systems to make sure they put the customer at the centre of it all and ulitmately make [...]
Heaven’s Waiting Room
On this blog before we have spoken about achieving client delight and how with some simple steps and a thorough analysis of your customer’s needs you can achieve delight in a relatively simple way. It also doesn’t have to be done at huge expense. I had a direct experience at the weekend of a company [...]
An unwilling customer
The official definition of a customer is as follows – “A person or entity who willingly buys goods and services from another person or entity.” Last week I watched a very interesting Cutting Edge documentary on traffic wardens. The film makers followed a selection of people who had recently arrived in this country and taken [...]
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