Service Excellence at the core

Service Excellence at the core

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...

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Building Service Excellence

Building Service Excellence

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...

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Customer & Service excellence

Customer & Service excellence

  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...

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Dealing with angry customers

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?

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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