Part 2 Tenders, Proposals and Bid Management are all part of an organisations Sales pipeline and business processes. It’s one of the elements of bringing in business. It is a multi-billion dollar business worldwide. Organisations today outsource services as a...
The journey of IT has been fascinating over the years, from ad-hoc IT shop to a sophisticated, complicated service delivery organisation. Some of us are doing this well and others struggling. Some are still stuck in the process world,...
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 -...