The fact that people express their emotions via a complaint (however angry and negative the expressions of these emotions may be initially)..
One of the ways in which organizations large and small have sought to make the most of their customer interactions and online customer..
There is little doubt that few organizations of any kind welcome having upset customers and will therefore usually try hard to make the..
Best-practice organizations do not accept that customers should experience good service infrequently and therefore work hard to ensure that..
As a chain is only as strong as its weakest link, every individual across the whole organization needs to ensure that standards of service..
Service excellence is achieved through people. Every individual needs to understand who its customers are (internal and external) and what..
Customers are the ultimate recipients of the goods or services provided by any organizational team. If customers were consistent in their..
It is a commonly held view that most businesses have hundreds of processes but only perhaps 20-30 along which the critical value to the..
Every one of us has experienced poor service on the telephone. This may have been with a shop, an insurance company, a bank, a garage, a..
GE’s former CEO, the perhaps legendary leader, Jack Welch, had a pretty clear view of the importance of customer focus. He said that GE..