Dealing with angry customers

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...

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Are you being served?

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 -...

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Is the customer king in your organisation?

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...

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Leadership

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...

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Brandjacking and Cyber Security

We had the pleasure of attending the Oceania ISACA 2017 conference hosted at QT hotel in Canberra a few weeks ago. A great two-day conference with excellent presenters from various parts of the industry, from Corporate to Government agencies....

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Change is the law of life. But should we be disrupting OCM?

Today organisations are transforming something within their business and IT shops and it’s generally along the lines of a SIAM implementation, digital or an ERP, or cloud service, etc. Everyone is doing something different today to be competitive in...

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What do we do

Quite often I get asked what is it that we do. I always reply with "I help Businesses large and small achieve their goals and objectives by providing Service Management Consulting Services. Whatever isn't working or whatever they may...

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From Bid Strategy to Delivery, where does it all go wrong?

Most of us are familiar with tender processes, proposals and bids whereby our service providers, vendors, and potential partners state their best intentions, ideas how they do things and propose to deliver against your requirements. It is a multi-million...

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The Problem with Processes

A process is a process. However, the use of a process should come down to addressing a need, it must be practical and easy to use. Sounds simple, right? Well, no….   Here’s a story! Customer ABC had implemented problem management,...

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Hello World

Hello and welcome to my website. I am a freelance Business and IT Consultant with over 20 years experience working in the ICT Industry. Experienced in various verticals and industries in both government and the corporate world. So here we are up and...

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