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Customer Service

Customer Service Excellence

Customer Service Excellence

Every organization has customers of some kind – whether they are internal or external, and in the last few decades much has been written..

November 26, 2013
Examples of Customer Service Questions

Examples of Customer Service Questions

If we have a goal to offer customers service excellence then we have no choice but to ask our customers what excellence means for them. The..

June 6, 2013
Telephone Etiquette

Telephone Etiquette

Every call is an opportunity to provide service that adds value to a caller—this is the case whether the person on the other end of the..

April 2, 2013
Top 20 Books on Customer Service

Top 20 Books on Customer Service

Putting together a list of excellent books on any subject is always a highly subjective exercise. Nonetheless it is often useful to try to..

February 8, 2013
Dealing with Difficult Customers

Dealing with Difficult Customers

Every organization will have “difficult” customers. They are usually difficult not because they are trying to cause trouble, but..

November 20, 2012
Customer Service Excellence – The Ritz-Carlton’s “Secret Sauce”

Customer Service Excellence – The Ritz-Carlton’s “Secret Sauce”

Luxury hotel chain Ritz-Carlton is world renowned for their ‘above and beyond’ approach to customer experience and management...

November 15, 2012
Service Excellence on the Phone: Going the “Extra-Mile”

Service Excellence on the Phone: Going the “Extra-Mile”

In any kind of modern service situation, the days of just providing a basic service are long gone. Put another way excellent service and..

September 18, 2012
Service Excellence on the Phone: It’s My Responsibility

Service Excellence on the Phone: It’s My Responsibility

One of the key ways in which we communicate that we care about our customers in in our attitude. We therefore need to create the right..

September 17, 2012
Service Excellence on the Phone: Confusion Should Not Reign

Service Excellence on the Phone: Confusion Should Not Reign

The “five W, one H” approach of who, what, where, when, why and how is a good checklist to think about when fielding calls,..

September 16, 2012
Service Excellence on the Phone: Active Listening Pays Dividends

Service Excellence on the Phone: Active Listening Pays Dividends

Listening attentively or actively will have been successful if you have appropriately translated the caller’s requests for information or..

September 15, 2012
About the Editor and Primary Author

Jon Warner

Jon Warner is an executive coach and management consultant and in the past has been a CEO in three very different companies. Read more

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ReadyToManage

ReadyToManage is your one-stop shop for world class employee and personal development resources.  Our mission is to assist individuals and companies in developing management, leadership, and business skills in themselves and their employees through effective and affordable development materials and courses.

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