A survey by Forbes conducted this year, among 261 senior-level executives around the world, suggest that ITSM in on a course of a massive transformation. Needless to say, with ground breaking technologies such as cloud, AI, Big Data slowly...
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...
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...
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...
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...
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 -...
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...
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...