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 , , , , , , , | 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 , , , , , , , , , | Leave a comment

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 , , , , | 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

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