To achieve excellence in customer service and truly delight your customers there needs to be a unwavering commitment to this from the very top of the organisation. Without this you will fail, despite the best efforts of your frontline staff. Whenever you find an organisation that is consistently achieving customer delight you can always and [...]
Archive for January, 2010
John Lewis does it again for Customer Satisfaction
About a week or so ago now Verdict Research published their latest report on customer satisfaction and guess what John Lewis came out on top again for the third year running. So Britain’s best loved department store is also Britain’s best loved store in general beating off competition to secure the prize. The top five [...]
The difference between being assertive and aggressive
As the snow continues to fall in the South of the country customer service operatives will be under increasing pressure to deliver services that are desperately needed. Today’s blog gives a quick summary of the crucial difference between being assertive as distinct from being aggressive or submissive. Assertiveness is a term given to behaviour that [...]
Speed of response never fails to impress
Over the weekend I was in the unfortunate position of having to call upon my British Gas Homeserve agreement as my boiler decided to go on the blink just as my family and I were settling down to watch a film, well my wife and I were settling down whilst our 1 year old was [...]
How much of the 96% are you losing?
A recent survey discovered that up to 96% of people who are unhappy with your organisation will not bother to tell you about it. This is a very worrying statistic and should make anybody in customer service sit up and take note. In basic terms this means that if 100 people were unhappy with you [...]
Snowfall and stress at work
It is still cold all around and although the trees all look beautiful and the kids are out on their sledges it can still be a pain to certain people who need to get places and carry out essential tasks. Yesterday and the day before we talked about the rise in stress related work absences [...]
Top predictions for 2010 and beyond in customer service – part two
Good morning. It is snowy here at GA Towers and cold outside but we are all still smiling. Yesterday we looked at some predictions for customer service moving into 2010 and beyond and today we will complete the predictions. I feel it might be necessary to point out here that predictions are just that and [...]
Top predictions for 2010 and beyond in customer service – part one
Happy New Year to one and all, I hope that it brings success, health and prosperity to every one of our readers. As well as a new year we are also going into a new and exciting decade. We leave behind the so called noughties and their challenges and come bowling in to a new [...]
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