The avalanche of global disruption, debate, media focus and business restructuring or closures is taking a heavy toll on business owners and leaders worldwide. Some, if not all, are naturally gripped by fear, some are applying sharp cost cutting initiatives, while...
Do you know what it is like for your customers to interact with your organisation and to do business with you? Do you know how they are treated during each stage of their interaction and where, how and when they connect with your people, your premises, your call...
It’s as simple as that! There are many well-known clichés about your people being your greatest asset and your customers being your greatest asset. Rather than think ‘here we go again’, I urge you to think about this. Your organisation, regardless of size, location...
In business everybody serves somebody, but it is how you serve them which matters most. One of the definitions of the word serve is ‘to be of assistance, to help’ and while most want to help, it might depend on your mood, if you like the person or if you feel it will...
Customer service standards are making a comeback – and rightly so! Technology platforms and digital, automated and self-service delivery channels are still on the rise, but it is important to remember that there is a team of people working behind the scenes to ensure...
All organisations who provide products and services to customers need complaints. Whether they are called complaints, feedback or suggestions – the purpose and benefits of these are the same for your organisation. Complaints highlight where something is not working...
