Customer Service Room 101
Customer service is a funny thing. We all know when we’ve received a poor version of it, and we tend to tell everyone we know about it too, including lots of strangers in cyberspace as well as our family, colleagues …
Customer service is a funny thing. We all know when we’ve received a poor version of it, and we tend to tell everyone we know about it too, including lots of strangers in cyberspace as well as our family, colleagues …
This time last year I was just about to plunge into something entirely new. For the first time in my professional life, I was about to walk away from a regular monthly salary and strike out on my own as …
Someone very smart once said to me that “people will only ever treat you as well as you let them.” What wise words! We all, to a very large degree, create our own ‘luck’ when dealing with other people, and …
Greece is in the news right now for all the wrong reasons. However, regular readers will know that I have a bit of a ‘thing’ for the ancient Greeks, who had some truly innovative ideas ahead of their time – …
I have been having such fun in the past few weeks. It’s the pantomime season (oh yes it is!) and my local drama group is putting on a really good quality show. This year’s production, Old Mother Hubbard, is sold …
A very timely item cropped up in Call Centre Focus this week, and although it concentrated on the situation in contact centres across the UK, it reflects all too starkly what is happening across most sectors right now. This is …
I was reminded of a fabulous concept yesterday, when sorting through some old creative thinking course outlines. Like so many great quotes it originated with Sir Winston Churchill, and what he said was this: “Out of intense complexities, intense simplicities …
It’s a piece of text I’ve commented on before but it continues to fascinate me. I was reminded of it again on Sunday night when watching that nice Professor Brian Cox on TV deliver a lecture on quantum physics. (First …
“Everyone lives by selling something.” So said Robert Louis Stevenson, who was probably better known for writing tales of ‘derring-do’ on the High Seas than for giving business advice to the High Street. But the author of Kidnapped and Treasure …
As regular visitors to Winnthinking will know, great customer service begins with enjoying your customers and truly appreciating them as the beating heart of your organisation. As with any heart, you need to keep them happy and active in order …