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

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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

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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

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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

Posted in customer service, information management, innovation, knowledge worker | Tagged , , , , , | 3 Comments