Category Archives: Human Resources

How finely-tuned is your customer service?

We have all seen the customer service revolution that has empowered the customer with new ways to dictate the way they choose to communicate with the organisations they are patrons of but some industries have embraced the revolution whilst others … Continue reading

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Trust your team to make the right decisions over customer policy

I saw an interesting blog on the New York Times recently about the challenges of enforcing defined customer service policies. The blog explored some of the challenges airline gate staff have when asking customers about the size of their carry-on … Continue reading

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Will Hilary be the contact centre manager of the year?

Each year, the Call Centre Management Association runs the UK National Contact Centre Awards. This is one of the most prestigious awards in the UK customer service industry – the ceremony this year will be on May 15th. I’m really proud … Continue reading

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Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading

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How can you recover from a #custserv disaster?

Writing in Forbes, customer service expert Micah Solomon has produced a simple four-step plan for recovering from customer service disasters. Every company has been there – a customer complaint whether justified or unjustified ends up creating a big argument with … Continue reading

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How are you creating an attachment to your customers?

These days it can be tough for a business to stand out. Competition is global and customers have high expectations. If your strategy includes the desire to use customer service as a way of standing out from your competitors then … Continue reading

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Three #custserv lessons from the restaurant business

This blog on the Open Forum features a really interesting three-point guideline to customer experience based on the restaurant industry. The food and restaurant business is a good place to look for advice in customer service because it is an … Continue reading

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