Daily Archives: March 12, 2015

What is bad customer service really about?

Premise: If you don’t bleed for your employees, don’t expect them to bleed for your customers Many organisations are struggling and failing to get to grips with falling customer service standards within their ranks. They typically seek out customer services training, start another customer relationship management programme and try and force-feed their employees ‘the official customer services manual’. In my opinion, customer service excellence is not an employee problem, but rather a culture disconnect and […]

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