Dec
13
2018
An organisation's culture is deeply embedded in the roots of how things get done and why. It’s wrapped into value, goals, attitudes and more. Once the roots are established it’s hard almost impossible to unlearn those values, what’s acceptable. It takes...
Aug
07
2018
We are honoured to be speaking at SHINE18 this year!
SDI Shine is hosting its annual online Virtual IT Service Conference that will be running on October 31st 2018! It’s also free to register!
Date: October 31st 2018
Timeslot: 04:00 GMT
My Topic:...
Feb
19
2018
To commence building towards Service Excellence there needs to be some underlining strategy defined. Many things can be achieved here, starting off with developing your Services Charter. You probably already have some information and values described, why not start...
Feb
12
2018
Our last blog focused on Customer & Service excellence, competencies and skills. But how do you actually build this? It does help if you and your leadership team have excellent customer service skills yourselves. Your other options are to...
Jan
18
2018
How does one build and maintain Service Excellence into their organisations? I wondered after a series of unfortunate customer service experiences from significant brands, please see my previous posts.
Service Excellence has to be part of the DNA of the...
Dec
20
2017
How to deal with Angry Customers
Last week and a few weeks ago we focused on “What is good customer service? “ we wrote some tips about the training required and other things to consider when hiring and training staff...
Dec
08
2017
Today’s blog is looking at Customer service as our continuing theme. Last week we looked at poor service as a result of lacklustre culture and leadership team. Today we are focusing on some customer service fundamentals and principles.
Definition -...
Nov
18
2017
Quote: "What's happening on the inside of a company is being felt on the outside by the customer. Shep Hyken
Our theme for the week: Customer service, Service Excellence, Service Management. The Customer is king! Recently I moved and my...
Sep
25
2017
Fridays quote:" No man will make a great leader who wants to do it all himself or get all the credit for doing it. " Andrew Carnegie
Who is Andrew Carnegie? The Scottish-born American industrialist and philanthropist Andrew Carnegie was the leader...