Even with the widespread popularity of digital communication platforms, most people still contact businesses by phone. And with younger generations entering the business world with minimal telephone skills, professional telephone skills are not only a valuable asset, but also a worthwhile investment. Focusing on the improvement of your team’s telephone skills is a smart business decision that will reward you with a substantial return. So to help … [Read more...]
Customer Service is Not Just a Department
No matter what business you're in, this article is relevant to your business. Whether you call it a customer service department, a client help desk, a support line, or reception, it's likely you have one, two, or a team of people who are responsible for the delivery of your customer service. But it's not just their job. For your customer to have great experiences that they will rave about to others, every single person in your … [Read more...]
Customer Service in A Virtual World
It was Friday 13th March 2020. A Black Friday beyond imagination! I was in Adelaide at the Professional Speakers Association annual convention with 200 other speakers and trainers, possibly the last conference ever before Covid-19 erupted and Australia was locked down. As the convention weekend progressed, our phones buzzed constantly with text messages and emails cancelling our gigs for the rest of the year. The speaking industry was hit hard … [Read more...]
Is The Customer Always Right?
If you are in the service industry…and if you’re reading this, you most likely are…you will have heard the universal law of customer service, ‘The Customer is Always Right’. This phrase was made famous by Harry Gordon Selfridge , a successful retailer over 100 years ago, who learnt early in his career that the success of his department store depended on the happiness of his customers. Swiss hotelier César Ritz, founder of Ritz Carlton … [Read more...]
How to Convert More Telephone Enquiries
Only two months ago, we were all heading for cover…uncertain of what the future held for us, our families, colleagues, and businesses. So we all did what we were told! And thankfully now Australia is starting to resurface from the crisis. While we still have a way to go, helplessness has turned into hopefulness and there is a general air of confidence and positivity about. Business is starting to pick up as the government stimuli roll out … [Read more...]
How to showcase your customer experience during COVID-19 crisis.
Right now, we are living in a chaotic and uncertain world. As we’ve seen in the media and perhaps even personally, times like this bring out the worst in people. We have all witnessed the behaviours of customers in supermarkets and other shops where people are stripping the shelves bare. People are panicking! Some clients have asked me why customers behave in this way at times like this. Well I’m not a behavioural scientist, but from what I’m … [Read more...]
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