Designing a Customer Service Strategy

A customer service strategy is your roadmap describing how your organization or business will provide excellent service to your customers. While this strategy will be largely driven by your customer service team, it requires company-wide support and adoption. Here we go. 1. Set a compelling vision I'll begin with a vision, which captures the future … Continue reading Designing a Customer Service Strategy

Thanks for the Feedback

Feedback is not a ritual, though it often becomes that with many businesses. It is an avenue for getting to understand exactly what your customers think about you and your business. Here are a few points to note on getting feedback from your customers. 1. Make it frequent. Instead of requesting feedback quarterly, try getting … Continue reading Thanks for the Feedback

Demystifying the Irate Customer

Many customer service training programmes typically have a section on 'How to handle an irate customer'. This is an angry, frustrated, hair-pulling, glass-shattering, verbally abusive, individual who has interacted with your business and is deeply upset about the experience. Such a person, it is understood, requires a different approach than the sweet and peaceful customer. … Continue reading Demystifying the Irate Customer

The Power of Listening

Sometime ago, some missionaries set out to evangelise a certain village. They had obtained funds and resources to establish schools, clinics, and a host of other facilities for the people. This was the normal pattern for missions. So they set out for the village. On getting there, they informed the people about their projects. They … Continue reading The Power of Listening

The perennial significance of customer service

It is the age of AI and block chain. New technologies and business tools spring up around us like plants in the rainy season. And in a highly competitive world, such as the business terrain is, the successful organization must be quick to learn about the newest development. Not only must it know about the … Continue reading The perennial significance of customer service

Disengaging business partners without alienating customers

Many companies operate a business model which involves a partnership with other businesses. For instance, a retail outlet sells items to its customers which are produced and supplied by other organizations. A health maintenance organization (HMO) provides access to healthcare for its enrollees through a network of healthcare providers. A restaurant or fast food chain often … Continue reading Disengaging business partners without alienating customers