I still find it fascinating and very disturbing when a business doesn’t handle a complaint well. It is so easy for customers to simply go elsewhere, there is so much choice these days. If you’d like some simple tips to better handle customer complaints click here for
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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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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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Retail in 2016 is going to be as challenging as ever, we have just seen the sad decline of Dick Smith and Laura Ashley and there will be more this year I’m sure. So enough of the positive stuff, what challenges do you need to focus on
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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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A friend and I were recently having lunch in a fairly new café and the experience was ……. Just ordinary. Food was okay and the service wasn’t bad, the staff just didn’t do anything extra to provide that all important experience. It was just another transactional process that
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We all know that online is here to stay and although the growth of online spending has been slowing over the past couple of years (it used to be growing around 20 – 30 % per annum), it’s growth is still outpacing traditional bricks and mortar sales.
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Recently I was in a store waiting in line to be served and I came across a staff member who was wearing a name badge similar to this one. Sam (not his real name) was proudly wearing a name badge with his name and the words “Here
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