Why doesn’t customer service training work?

Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are stopping them: How they are treated How they are feeling (this one is not really in your […]

How to Go the Extra Mile?

 How to Go the Extra Mile? There’s always lots of marketing talk about ‘Going the Extra Mile’ and it sounds sexy, doesn’t it? Well, here’s a little secret that not many people know –  it’s not realistic or a good idea (it’s just a marketing phrase which sounds cool). It’s not realistic because it’s too […]

The Key Principles of Effective Customer Feedback

The key principles of effective customer Feedback are;   Gathering feedback is vital … and responding to it effectively is what really matters In the world of the empowered customer, not gathering feedback is suicidal The method of feedback gathering must depend on the relationship you have with the customer: one size does NOT fit […]