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In customer service we need to recognise the customer is a human being who deserves to be treated with dignity and respect, this does not mean they are always right. The idea of the customer is “always right” originated with Harry Selfridge, the founder of Selfridge’s department store in London, […]
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 […]
In my experience most sales directors are battling and failing to come to grips with the concept of CRM (customer relationship management) and how to make it work properly. They either don’t have a CRM strategy or have a half-baked one that is tottering along. There are many reasons why […]