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Recent Posts
- Snowden’s public resignation as a whistle blower: lessons for changing an organisation?
- As the raw material of the digital economy, are you worried about your privacy or your cut of the profits?
- To get better complaints: help the customer to complain
- Systems thinking for middle managers: workplace democracy in action.
- In the age of social media, will your Chief Executive sort your mail?
Top Posts & Pages
- RBS vs. Lehman Brothers failures in leadership, culture, and regulators.
- Snowden’s public resignation as a whistle blower: lessons for changing an organisation?
- Owning the problem: using complaints as an improvement tool
- Why Facebook and Google’s strengths are their strategic weakness: privacy and search logic become their downfall.
- Thoughts on Barclays, Diamond, and a corporate culture in crisis
Category Archives: customer service
To get better complaints: help the customer to complain
I read this HBR blog and thought about how it could be applied to complaints. When a problem occurs, an organisation will often wait until someone before trying to fix the issue. As most organisations do not work actively to … Continue reading
Posted in customer service, management
Tagged Company, Complaint, Customer, Customer experience, Customer Management, customer service, Facebook, Twitter
4 Comments
Need to improve your customer service? Have your Chief Executive sign the complaint responses
Sometimes you have trouble with customer service. Try as you might, you cannot find a way to improve it. What may exist is a gap between the senior management and the frontlines regarding customer service. In many ways, the senior … Continue reading
Are online adverts being pushed so that we choose pay walls to avoid them?
In the age of the internet and kindle, this sounds like a strange claim. Yet, I think the use of advertisements, links, pop-ups and other attention grabbing devices has reached the point where we are being conditioned to accept pay … Continue reading
More words and phrases that kill customer service
A few months ago, I wrote a blog about words that kill customer service. Words like “unfortunately” or “of course” and “obviously” immediately undermined the attempt to give good customer service. I am now returning to that idea with some … Continue reading
Posted in culture, customer service, learning organisation, management
Tagged customer service, Education and Training
1 Comment
Using your company’s services like a customer: your chance to learn and change?
In a recent blog post, Dan Lee had an excellent suggestion that gets to the heart of local government improvement. On point 12 of the post, he suggested that ”Use local government services like a resident would to see how … Continue reading
Posted in change managment, culture, customer service, innovation, local government, management
Tagged Peter Drucker, Robert McNamara
1 Comment
Freedom of Information and Transparency performance improvement tools: Case Study: Camden squatters and empty properties
In the press there has been some concern that the move towards transparency either in £500 spend lists or specific requests for disclosure of information, has led to increased fraud. However, I would argue that neither FOI nor the transparency … Continue reading
Words that kill customer service
When dealing with customers, the language you use can mean the difference between a satisfied customer and a lost customer. In particular, when trying to recover a customer, such as following a complaint, it is important to avoid these words. … Continue reading
Posted in customer service, learning organisation, management
Tagged Business, Complaint, Customer, Customer Management, customer service
2 Comments
The Tyranny of Time: the other side of open data
I came across the following reference to time within the retail sector and it made me consider how local government, or any business, thinks about time. An old saying in the retail industry is that: ‘If information is available monthly, … Continue reading
Owning the problem: using complaints as an improvement tool
In books on management, there is often a tendency to look at the large or strategic issues that a company faces. The company has to have vision and a strategy for achieving the vision. Without a strategy or a vision, … Continue reading
Does social media lead to better performance or better customer service? Is it shaping those cultures or revealing them?
Does the use of social media inside an organisation or externally create better performance or better customer service? The argument is that social media improves a company’s financial position by improving its reputation through increased external customer service and improved … Continue reading
