Some office fun for a Friday afternoon - Customer Service - Fun Friday "This matter requires immediate action. I'll get someone to ignore it right away!" … [Read more...] about Fun Friday – Customer service – weekly office cartoon #338 #ff
Customer service excellence and customer service training is about more than just being polite! One of the challenges in many businesses today is improving “customer services”. We need to look at how organizations set up and manage their customer service teams. Often people that are customer facing are the most junior in the business. They have the least amount of job or life experience. They are often the lowest paid. Of course these are massive generalisations. But you get the … [Read more...] about From customer service training to great customer experience
Double standards by call centre staff & utilities firms with our data and our privacy Call centre data protection - suppliers that have our data claim they take this stuff seriously. But do they really? Is it just a one way street? do they honestly believe that data protection only works one way? we have rights about our data and need to be protective about it too. It's a busy afternoon. You get a call from one of your utilities companies. They introduce themselves...ok … [Read more...] about Call Centre Data Protection & privacy – take action to protect yourself now!
Cost effective customer service training Customer service training provision is often preceded by a lot of change in organizations. It’s a common situation. You have introduced a new IT system to streamline your operations. You have restructured to be as cost efficient as possible. You have implemented LEAN or other process based efficiency analysis strategies. Next step... customer service training. Many of us have seen the reduction of structured and strategic training decline over the … [Read more...] about Why front line customer service training fails to deliver
When it comes to customer service training, or anyone else for that matter, many people in operations and HR make a fatal mistake. They believe people “need fixing”. Over the last 10 years many organisations have reduced the level of structured training they provide. This drop in activity coincided for the majority with the financial crisis of 2007–08. Businesses looked at their costs, and due to the way much customer service training was delivered at the time and justified, it was an easy … [Read more...] about Very good to excellent – or why most customer service training fails
Benchmarking is talked about in many industries and for many it is seen as necessary but expensive. Last week I came across an open source concept for benchmarking which has a lot of opportunities for organizations of all sizes. The ultimate question a single measure for business growth? History In 2006 author Fried Reichheld published a book – The Ultimate Question (The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World) How … [Read more...] about The Ultimate Benchmarking Tool?
For years HR has been fighting to have a seat at the top table. It wants to be seen as more relevant and important to the business. The simple reality is that HR is neither operational or strategic to many organisations, and the reason is simple….. a lack of customer care. Many of us have dropped the ball. We have been playing the wrong game, on the wrong court, with the wrong ball! If we want to be strategic we need to talk $$$, that is a topic for another blog (watch this space), on another … [Read more...] about HR needs to split operations & strategic activities – needing to live the company values
Tick box or customer service...? Often we have heard the phrase “tick the box” as a way of saying “well we have done enough to say we have done the task” – but have we really? Many of us know that some jobs do only need a “tick in the box”, but sometimes we miss the point. Last week while preparing for a business trip I was down my local high street (it’s just a few weeks to Christmas) and I noticed in our local shopping centre was a Santa’s grotto. Nothing unusual here except that, well … [Read more...] about Tick the box or do the job right?
HR It’s all about the business customers An interesting first day at #CIPD11 yesterday. Through a diverse range of sessions: Leadership, People Management & Growth – Sir Terry Leahy (ex tesco) Building Organisational Culture – William Rogers, CEO UKRD Managing Change Successfully – Natalie Woodford, GSK Challenging Traditional Management Thinking – John Seddon, Vangard Turning Customers into Fans - Nicky Brimmer, O2 Telefonica UK Over the next few days I am sure that each … [Read more...] about HR It’s all about the business customers #cipd11
Talent Management - Easy today... pain tomorrow Most of us agree that the success of any organization is down to the quality of its people. So why do we fail to realise that talent management is not just about the “top 50” people, but those with the potential to be in the top 50 at some point in the future, as well as talent that will enable our organization to be competitive in a sustainable way. Talent is NOT just about tomorrow’s leaders, it is about next week’s skills and next months … [Read more...] about Talent Management – how to shoot yourself in the foot in the future!
Social Media & Customer Service Over the past few months I have been (un)fortunate enough to have experienced some very poor customer service in the context of relatively high value purchases. In each case after failing to have the problem acknowledged by the appropriate customer service channel I have put up a direct tweet or two, and the reactions have been curious. From a direct point of view I have had everything from very quick resolution through to being completely ignored. However … [Read more...] about How to use Twitter for great customer service