Category Archives: customer service

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 , | 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 , | 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

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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

Posted in customer service, data protection act, information management, innovation, learning organisation | Tagged , , | 1 Comment

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