News

Leadership: Championing customer service in the boardroom

Each year Jeff Bezos writes a letter to Amazon's customers, employees and shareholders. Part 'thank you' letter, part encouragement to shareholders it's mainly a new chapter to the Jeff Bezos guide to running a successful business.

With e...

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Recognition: Celebrate your customer service heroes

The renowned psychologist Abraham Mazlow's placed ‘Self-esteem’ (the concern with getting recognition, status, importance, and respect from others) above the needs for social belonging and safety, giving credence to Dale Carnegie’s view that: "P...

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Capability & Skills: Identifying and nurturing customer service skills in your organisation

The landscape of customer feedback has changed dramatically over the last five years. New technologies have revolutionised the way we gather customer comment, making the process more immediate and insight m...

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Insight: Knowing your customer and how to deliver to them.

National Customer Service Week is a five-day celebration of customer service, running from 7-11 October 2019. Promoted by the Institute of Customer Service it will focus on a different theme each day, and we’ll be offering some thoughts...

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In previous articles, we have looked at why you need to and how to build an engaged and committed workforce. One of the key aspects of the engaged workforce is the opportunity to give voice to their opinions. This can be done informally in team meetings and huddles or, more formally, through a ‘Voic...

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