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The Customer Service Leadership Challenge
There are three distinctive groups within your customer service staff and it is likely that you‟ve never defined them as such. Yet each group has its own distinct motivators, goals, expectations and language, and each group interacts with and feels differently about each other. If you understand and work with these groups it is possible to create a balanced, open working environment, reduce your costs and create an engaged and motivated team that will ultimately offer the best possible service to your customers. Read more for full members
This is the first of a regular series of blogs written to shine some light into some of the dark corners where both poor and good service is hindering or helping the customer and thereby damaging or improving the performance of the organisation. Much will be founded on the basis of personal experience and it would be good to uncover whether these observations are.... Read more for full members
Posted by Stephanie Edwards in Customer experience on Fri, 06/11/2009 - 05:03
Developing a customer-driven workforce is one of the key roles of customer service leaders and managers - but how can they successfully achieve this? In the first article in a new series exploring best practice customer service, Stephanie Edwards starts with a strategic look at the topic, outlining the 10 components of customer-centricity. Read more for full members
Part One - Best Practice for Customer Service Leaders and Managers
Turning a Customer Service Strategy into reality is a key challenge for organisations. Today most senior managers realise that customer service is the competitive strategic weapon but achieving this is sometimes a major challenge. Organisations are their people and developing a customer-driven workforce has to be the key role of customer service leaders and managers … so how can they do this? Read more for full members
Many public sector organisations are responding to government-set efficiency targets by adapting their workplaces for Lean - a customer-focused philosophy aiming to eradicate waste of all descriptions. Kerry Ann Eustice looks into how the approach could affect and improve employee experience.
Reorganising the kitchen cupboards or a messy wardrobe - it’s something we all do. But what about spring cleaning your job? Read more for full members
In the current economic climate, it is imperative that companies concentrate on building a lasting and secure bridge between its marketing function’s vision for the future and the service delivery offered by front-line and leadership teams. This will enable an organisation’s engagement to match ...... Read more for full members
