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Organisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost. What does this feel like for the customer? What happens when organisations get it right - or very, very wrong? This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.
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9 July 2015
13 June 2015
Human factors: how complaints psychology affects business performance
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26 March 2015
Employee attitude can create a stellar customer experience
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6 March 2015
Raising the standard for complaints - what's new in ISO 10002:2014?
"Standards,
Jason; standards.” That phrase is permanently emblazoned in my sub-conscious thanks to my
mother and I’ll wager there’s a fair few readers out there with similar parental
advice at the forefront of their mind now that I’ve mentioned it.
From the day we’re old enough to understand that a knife and fork aren’t for decoration on the dinner table, we’re taught the difference that setting and achieving high standards makes in all aspects of life.
From the day we’re old enough to understand that a knife and fork aren’t for decoration on the dinner table, we’re taught the difference that setting and achieving high standards makes in all aspects of life.
Granted, if you suffer from the same mildly
obsessive-compulsive twitch as I do when faced with an incorrectly placed
apostrophe, this can sometimes seem like more of a curse than a blessing.
However, in business – and especially in
customer service – standards mean everything. We’re always hearing about the latest
in ‘best practice’ and I’ve never been to a corporate event that featured “Striving for mediocrity” as a
motivational slogan.
So how do standards – and in particular the
newly revised International Standard for Complaints Management, ISO 10002 -
help those responsible for delivering excellence in customer service?
29 January 2015
Improving service performance : Why complaints hold the key
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