by Graham | Aug 22, 2012 | Customer service
Have you ever arrived at the venue for a meeting or celebration and thought ‘Wow, this is an impressive-looking place. I’m looking forward to this!’ Yesterday afternoon I went to a meeting venue where I was speaking at a celebration party in the... by Graham | Aug 9, 2012 | Activities, Customer service
I have been totally blown away by the London 2012 Olympics. There are a few days still to go and I am inspired by the sportsmen and sportswomen of Team GB, in particular, although there have been fantastic performances from many other nations too. I have been... by Graham | Aug 6, 2012 | Customer service
Hopefully, before you read this, you will have read posts 1 to 5 on Performance Management for Great Customer Service. They’re all based on my own experiences and those of people that I have worked with, over the past thirty years, to try and create great... by Graham | Aug 2, 2012 | Customer service
We have now reached the point where we have set, communicated and monitored the standard of customer service that we want our people to provide. We have tended our people with recognition and reward where they have achieved or exceeded the standard, and we have... by Graham | Jul 26, 2012 | Customer service
So far in this series, we have looked at agreeing and setting a standard, communicating that standard, how to monitor and measure the performance of your people against that standard, and what to do with the results of the monitoring and measuring. In part 4, we... 