The shocking truth about customers
What I’m about to reveal in this blog may come as a surprise to those businesses out there who in 2014 still see their customers and customer service as a cost-centre. Believe me, there are many out...
View ArticleCustomer lifetime value and its importance to customer service
Why is customer lifetime value an important concept? One challenge facing businesses is knowing whether the services and products sold to a customer are profitable. Across the business there will be a...
View ArticleCustomer service disconnect?
Is there a customer service disconnect between what organisations say they want and what customers say they are getting? Some news just out based on a survey by Virtual Hold Technology shows as we have...
View ArticleWhat are the key customer contact challenges facing councils
The news this week that Hampshire County Council are reviewing their customer service operations reminds us that the world of customer service in local government is changing fast. Hampshire County...
View ArticleThe customer service revolution a secret revealed
We’ve all heard about the exciting customer service developments offered by the social media revolution. There are a lot of interesting articles being published at this time talking about the great...
View ArticleWhy customers cease to exist: are you sure you do not want a complaint?
Have you ever wished for complaints handling skills development My recent business trip to Indonesia has been the inspiration for my Sunday blog this week. It was a real eye-opener of complaints...
View Article20 Tips from our skills for customer service training
20 hot tips from our skills for customer service training I’m often asked for my favourite customer service tips. At Training To Achieve we are passionate about customer service and helping clients...
View ArticleManaging social customer service: 3 steps to heaven?
Where to start when managing social customer service If you are thinking about getting started in social media engagement it is good to know what the essentials are. If you have been doing this for a...
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Customer service development may be needed if your people say: “Nah sorry mate”
Why “Nah..sorry mate” does not cut it for customer service This case study shows that customer service development is often needed. Too often the basics are missing as we found in this Telco company....
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