I believe that being a great leader is very challenging, not only do you have to be focussed on your own performance, but also the performance of others. Leaders can’t have a bad day, even a bad moment, as this sends the wrong message to the team
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I’m an absolute passionate fan of great customer service and being in the training game for almost 25 years, it’s not hard to work out that I’m a massive supporter of investing in customer service training. Yet not everybody thinks that customer service training is worth the
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We all know that feeling. Something about their service wasn’t quite right and you think it would be good to tell them so they know for next time. You’re thinking, they’ll take it well, they might even apologise and thank me for bringing it to their attention.
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When I think about banks and customer service, the two for me just don’t go together. In my experience they tried to push us all out to vending machines by having long queues and closing branches. Then they opened branches again but don’t open until 9.30 and
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I get very frustrated visiting retail stores and receiving poor service, from staff who I feel don’t want to be there and certainly don’t look like they enjoy their job. Recruiting the right staff is critical for every business if they want to deliver consistent excellent service.
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I came across this TED talk by Bobby Stuckey, who owns an Italian restaurant in Boulder, Colorado and was very impressed with his definition of service v hospitality. As he says most people think they are the same thing, but he has a different opinion and believes
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I have been blogging recently about the challenges with finding companies who are prepared to stand out with their customer service – and they are few and far between. Lots of companies talk about it, but very few deliver. I came across this excellent interview recently featuring
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A recent article in Entrepreneur magazine has highlighted a very interesting trend in the US – I know we are not the states but we do follow a number of their trends, so this one is worth noting. Based on a survey of over 6000 people, conducted
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I wrote a blog a couple of weeks ago titled “What are you doing differently to ensure your customers come back?” and I wanted to share my recent experience where two companies have lived up to that reputation. Unfortunately a lot of companies don’t and therefore give
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Why oh why are we so bad at customer service? I continue to be amazed in this ultra-competitive world of retail, how ordinary customer service is. I blogged recently about why businesses need to stand out, yet few are doing this. Some recent research from the 2015
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