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Does Your Organisation Matter?
Today I’d like you to take a step back and think about not only your customers and what they think of you but also about your organisation’s position within the marketplace. I’m going to ask you three...
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What’s the Difference between Hype and Excitement?
You’ve all been excited about a new product or service launch at least once over the course of your career. If you haven’t, I’d have to question whether or not sales and management are the right career...
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5 More Customer Service Tips
I thought we’d take a few minutes today to go over a few more tips designed to make your customer service relationships even stronger. Remember, great customer service should start from the first...
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What is Marketing?
A lot of people view marketing as the method of selling a product. Marketing, to them, means creating a print ad, television commercial, or radio segment and hoping it brings traffic so that they can...
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Customer Service Goals and Promises
It takes time to develop a good team. As a manager you’ll find that once you have a team of great employees you’ll need to learn how to balance their skills. For example, some are better at building...
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Do You Have a Skilled Customer Service Team?
Chances are, whether you have direct client contact or not, you and your team members are providing some sort of customer service. You may not be dealing with outside clients, but in almost every...
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The Best Way To Provide Quality Service
How do you know if you are offering excellent customer service? Most companies tell us they use focus groups, surveys, response cards, mystery shopping, etc, and all these are valuable to create an...
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10 Steps To Creating A Customer-Focused Culture
Many people who manage teams in customer service are aware of the need to display vision and customer focus in their businesses, but less people are able to apply this in the real-world atmosphere of...
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How To Create Market Value Through People
Paradoxically, the financial performance of your department or business is not something you should attempt to directly control. It is better achieved by providing superior service to the market place....
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The Role Of The Leader In Customer Service
If you are a leader in a larger business or public sector organisation then you are probably not dealing with external clients on a regular basis. It is therefore easy (once you have agreed with them)...
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