Post Round-Up June 12 – Customer Service, Management and More
I haven’t done as much reading this last week but I did publish two new posts. So I guess it’s OK, right? I’ll assume that’s a “yes”. In any case, I still have some great reading suggestions for you. They’re primarily about customer service but should still keep your interest. So here we go. The [...]
Building Trust to Deliver Customer Service
I recently posted about Respect but there’s another important concept; it’s Trust. People don’t trust companies; they trust other people. A great way of building that trust is through your customer service. Like respect, trust must be earned. However, it is much more fickle. Even if you gain trust over years of effort, one single [...]
Post Round-Up – Recommended Reading
Here are some blog posts that I found interesting recently. These are in no particular order but I feel that they’re worth the read. 17 Things I Believe: Updated and Expanded – I love Bob Sutton’s list of things he believes. You can always find his current list on the left side of his blog. [...]
Postmortem Analysis Process
After any failed interaction, it’s important to do a postmortem analysis (may also be called a root cause analysis or an autopsy). This is basically a way to analyse and document what went wrong and develop solutions to keep it from happening again. This is something that I’ve been doing for many years and consider [...]
Implementing a Customer Excellence Action Plan
I decided to document the high level steps needed to implement a Customer Excellence action plan. In my new position as a Client Satisfaction Manager, I had the pleasure of meeting with some “strategy consultants” who were trying to sell us on a plan to improve the customer focus of our organisation. During the discussion, [...]
