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Tag Archives: Customer Management
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
Posted in culture, customer service, leadership, management
Tagged Business, Business Services, Chief executive officer, Complaint, Customer, Customer Management, customer service, Education and Training, leadership, United States
Comments Off on Need to improve your customer service? Have your Chief Executive sign the complaint responses
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
Thoughts on management 