I can’t think of many (if any) businesses or professions that don’t have customers or clients. They are consumers of our products, users of our services, or may just be people or groups within our own organisation that rely on us in some way.Continue reading
Contradiction is all around us. For as long as I can remember, I’ve been told that the customer is always right. But as a customer, I often feel constrained by shop assistants and service providers unwilling to budge on a policy or process. Early in my career as a client service manager, I did my best to bow to clients’ often unrealistic demands, with a smile even. But I rarely saw the same from other client service staff and relationship managers. And I’ve often heard murmurings among friends and family that good customer service is dead.Continue reading
We all expect it but we struggle to do it. I’m talking about good customer service. And not just good. Exceptional. In stores, at restaurants, in business. And if we’re the one on the giving end, it can be very difficult to juggle all our competing priorities and still remember to schmooze our clients.
But is good customer service really all about schmoozing? I think not. Customers want us to deliver… on time, with quality and with a smile. Continue reading