In a recent article by Jo Causon, Chief Executive of the Institute of Customer Service, she points to the fact that many organisations have made a decision to reduce the amount of customer service training that they are planning to undertake this year. ICS research points to the fact that 30% of organisations have already [...]
Post Tagged with: "customer service training course"
Passing the buck!
All too often these days, I keep coming up against inertia. What I mean by this is that in my day-to-day business dealings I all too frequently hear the phrase – “the simplest thing I could do is….. As a major part of my business is all about delivering training, in how best to provide [...]
Customer Service and Industrial Action
For a large number of companies the current economic situation is already having a detrimental impact and there is a lot of political rhetoric about the current wave of Industrial Action when the financial environment is already bleak. There is always a knock on effect, it is not just the customers of the company affected [...]
When you’re stressed, how well behaved are you?
As cuts continue to be made in both the public and private sector, customer-facing staff will come under increasing pressure to deliver services in times of heightened emotions. In order to avoid confrontation, and to better manage relationships (business or personal), below are some insights into when or not to be assertive, aggressive or submissive. [...]
3 essential customer service questions
Have you ever been served by someone either over the phone or face-to-face and thought to yourself “how an earth did you get through an interview for this job?” and “why did you apply for this job in the first place when you are clearly not suited to it?” You know the type of person [...]
True customer service is putting the customer at the centre of everything you do
It can be extremely frustrating delaing with certain organisations. This post delivers a powerful, yet simple example of a company that had truly put the customer at the centre of everything they did. They looked at things completely from the customer’s point of view, simplified their systems and made sure they were a pleasure to deal with.
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