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..
Every organization has customers of some kind – whether they are internal or external, and in the last few decades much has been written..
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..
Putting together a list of excellent books on any subject is always a highly subjective exercise. Nonetheless it is often useful to try to..
Every organization will have “difficult” customers. They are usually difficult not because they are trying to cause trouble, but..
Luxury hotel chain Ritz-Carlton is world renowned for their ‘above and beyond’ approach to customer experience and management...
In any kind of modern service situation, the days of just providing a basic service are long gone. Put another way excellent service and..
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..
The “five W, one H” approach of who, what, where, when, why and how is a good checklist to think about when fielding calls,..
Listening attentively or actively will have been successful if you have appropriately translated the caller’s requests for information or..