If you’re working with customers then it’s not a question of whether you will have to deal with customer complaints, but how you will deal with them. Although you should treat each complaint individually, you should have a strategy in place for handling complaints to leave the...
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I recall a customer years ago who I would describe as ‘difficult’. No matter what I said, she interrupted me. No matter how I tried to appease her, she wouldn’t listen. (more…)
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Customer service is imperative for establishing and maintaining a loyal customer base. In organisations where employees interact with clients directly, managers need to train staff to provide excellent customer service. (more…)
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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) to leave the policing of your customer service standards...
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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 the hot-house business. To create a culture takes time and...
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Today I’d like to focus a little bit on customer service: as a manager, it’s your responsibility to ensure your team is providing the best customer service possible, but at the same time it is very difficult to watch every single person you employ 100%...
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Believe it or not, as a manager you have a responsibility to ensure that your team delivers top knotch customer service at all times. No one is excluded, whether he deals with the public or not. What most people don’t realize is that everyone is...
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