Customer feedback is much more than compliments and complaints. What makes customers stay and go and how can we record and act on information?
Recruiting the right person for a position requires a thorough, systematic approach and a commitment of management time. The adverse consequences of a wrong recruitment decision can be far reaching
Once you have filled your vacancies with the right people, how do you make sure that you hold on to them
Customer experiences are formed by a series of interactions with an organisation. It is desirable but uncommon to provide 100% solutions at one source to all customer needs. The delivery of suitable outcomes is therefore dependant on a chain of service, sometimes involving a number of different internal departments or even external suppliers. The service chain is only as good as its weakest link and any breakdown will affect the customer experience and the organisational reputation.
An effective training and development strategy is an essential part of service delivery. How do you get started? What are the key elements?
Over the last few years coaching has been recognised as a powerful tool for ongoing development after training has taken place
How can we tell how satisfied our customers are?
Innovation is defined as the successful exploitation of something new. It is also seen as a crucial source of competitive advantage
Do people talk about your organisation? It takes 20 years to build a reputation and five minutes to ruin it
This topic explores how specific responsibility and hence accountability for customer service rests with an appropriate person and how the ethos of collective responsibility and individual accountability sit with each other.