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 be Empathetic and Keep your Cool
With customer service becoming the new black, more and more organisations are making it a focal point of their business. They are stressing on their people the importance of great customer service. As a result, empathy is one of the interpersonal skills that many organisations are placing on their list of values, as their promise to their customers.. But do people really understand what the word empathy means? And how so many people can see … [Read more...]
How to Manage Your Own Wellbeing When Faced With Challenging Customers
Theodore Roosevelt was quoted as saying, “People don’t care how much you know, until they know how much you care”. With more consumer choice than ever before, our world is becoming increasingly customer focused. Successful companies are prioritising the value of soft skills. It’s all very well to have the technical or complex product knowledge, but if you are unable to communicate that knowledge effectively to your customer in a way that they … [Read more...]
How to Develop a Customer Driven Culture
Do you and your staff make it easy for your customers, to do business with you? Research reveals that 59% of customers expend moderate to high energy to resolve an issue, while 62% have to repeatedly contact the company. We're delighted to present the third in a series of customer experience articles recently published in the WA Business News by Ava Lucanus, Director of Edge Communication. Click on the link below to view the article and … [Read more...]
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