Writing it right
I’ve spent a lot of time recently helping a client work on their written material. In particular that has been about the quality and tone of the letters and emails the company sends its customers. As an investment company, they …
I’ve spent a lot of time recently helping a client work on their written material. In particular that has been about the quality and tone of the letters and emails the company sends its customers. As an investment company, they …
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 …
“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 …
Last time I promised you a fun exercise you can run with your customer service people, to get them thinking differently about the day job. The following works well within a team meeting or as part of a broader development …
Following my last Winnthink someone asked me to post up a few thoughts about this knotty problem: How do you get your customer service people to do it better – particularly when you can’t promise them any more money or …
Last year, as often happens, I designed a course about delivering outstanding customer service. Not just good customer service. Not even great customer service – but how do you make an utterly, fantastically OUTSTANDING experience for every customer, every time? …