Articles

Detachment Customers need to feel that you are concerned for them. Demonstrating indifference by not asking questions about them or their business is a major turn-off for customers. …

In industries with a high proportion of one-to-many direct customer contacts, not enough attention is paid to training people to observe and interpret non-verbal customer cues. To explain, …

A change management programme succeeds only when the change in processes and outcomes become embedded in day-to-day business. Embedding change in day-to-day business, requires a critical mass of …

Imagine the scene. I have decided to take a weekend off and head up to the hinterland for a weekend away from the rat race. Two whole days …

Powerful questions force us to think deeply on the topic about which we chose to ask the questions. Powerful questions are unambiguous and evoke accountability. Here are seven …

“Waiter, there is a fly in my soup!” “I am so sorry sir; let me replace that for you” “I am so sorry sir; let me replace that …

Customer service is not customer satisfaction as reported by customer satisfaction surveys. Customer service, like a brand, is what the customer perceives and remembers of the service they …

For more than twenty years the mantra in private enterprise and public enterprise has been “customer focus”. The phrase appears on mission statements, vision statement and “our values” …

In my life I have moved from the bush to town to city to city on average every five years. I have lived in three countries and visited …

Customer service is built on the bedrock of a positive attitude. Without the positive attitude all of the attempts to “train” customer service will fail. Picture this; a …