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Recent Posts
- 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?
- Tesco, horsemeat, and how to write an apology letter.
- Privacy and the right to be forgotten: who owns your personal information?
Top Posts & Pages
- Does the fish rot from the head down? When organisations go toxic
- RBS vs. Lehman Brothers failures in leadership, culture, and regulators.
- Tesco, horsemeat, and how to write an apology letter.
- More words and phrases that kill customer service
- Why do companies obey the law? Compliance in a self-regulated business is habit that needs to be nurtured.
Tag 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
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
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
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
