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Category Archives: customer service
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
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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
Posted in change managment, customer service, innovation, learning organisation, local government
Tagged Government, Government of the United Kingdom, Real-time data, Research and Analysis, Twitter
Comments Off on The Tyranny of Time: the other side of open data
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
Thoughts on management 