Top Posts & Pages
- More words and phrases that kill customer service
- Does the fish rot from the head down? When organisations go toxic
- Three reasons why Apple will disappear by 2020: What Machiavelli tells us about managing Apple’s future.
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- Tesco, horsemeat, and how to write an apology letter.
Tag Archives: Customer Management
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
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
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
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