Customer Service: When will they ever learn?
It was a day when the words of the old song came to mind! The lesson began when I read that, after the 9/11 attack … Read more
customers
Do not lose the personal touch!
They say moving house is one of the most stressful experiences of life, apart from birth, death and marriage. I can certainly vouch for that … Read more
Naked Nights: Diary of Customer Service on a Trip to Tunis (5)
Lessons: Service Hell versus Helluva (Good) Service My latest trip to Tunis was a marked contrast to my previous 3 which had all been uneventful … Read more
“Killer Service!”
This past week I encountered two extremes of “killer service” worth sharing. The first instance was when a friend, who had asked me to give … Read more
The Tyranny of the Task!
A relative of rigid reliance on rules, the tyranny of the task is a result of employee disengagement and entails obsessive, fixated, unthinking behaviour that is counter-productive to almost everything you are trying to achieve. And the only way you can prevent it is to ensure you engage your employees.
Consistent Values: Key to Community Building
If values define your vision and your vision shapes the behaviour that builds the community that drives your organisation, you would have to agree that … Read more