Sep 282014
 

Selecting the most appropriate communication medium is one of the critical steps in getting your communication right the first time. Although not always the most appropriate communication medium, email is surely rising in popularity. Below are a few email etiquette guidelines to help ensure your success. Continue reading »


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Mar 312014
 

Customer service is about so much more than merely delivering a product or service. It is in fact reflected in every single interaction you have with your customers. How you and your team members are behaving when you think no one is really watching, could in fact be driving potential customers away. Continue reading »


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Jan 302014
 

Reward and recognition is essentially about showing someone that you do not take them for granted. Is dealing with your company an experience of pleasure and delight or frustration and irritation for your customers? Do they feel special and valued doing business with you? We are operating in a global market place with competition everywhere. Approaching customer service with a reward and recognition mind-set can be an important part of your competitive advantage. Continue reading »


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Nov 302013
 

Seasonality of demand can bring a number of challenges for a business. It is difficult to balance your labour requirements and manage your cash flow effectively when you have to face an irregular demand pattern that cycle throughout the year. This is however a reality that many businesses face. Continue reading »


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Sep 292013
 

Too often we find that someone was appointed in a specific position, shown how the system works and then left to their own accord – that is it. Then, later when things go wrong, other people in the organization are very surprised to learn that this individual gave poor customer service or does not know the first thing about the email program that they must use etc. This oversight is often highlighted during our customer service excellence programs. When we ask our client’s employees what they do when faced with someone screaming at them over the phone and the majority of them honestly answer that they just throw the phone down in their customer’s ear, it is clear that deficiencies exist. Are you shocked? Horrified? Or can you honestly say that all of your staff is very clear on how to deal with these situations? Not only when a customer loses their cool with them, but also when a supplier or their colleagues lose their cool? Continue reading »


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