by Graham | Nov 2, 2011 | Customer service
Last night I found myself trawling through the many television channels that I have at my disposal. I was eventually seduced, if that is the right word, by ‘Inside Gatwick’ on Sky 1. What I saw was very thought-provoking. I used to work for a company that... by Graham | Oct 26, 2011 | Customer service
We all know someone who has lost their job recently, and regrettably some of the people who have lost their jobs are customer service professionals. I wonder how many managers have maintained good relationships with the staff they had to let go, so that they are... by Graham | Oct 19, 2011 | Customer service
I remember the first time I heard the expression ‘internal customer’. It was during the mid-1990’s, and it totally changed my relationship with my team. Up until then, I had always tried to be supportive, and only directive where necessary, because... by Graham | Oct 14, 2011 | Customer service
In order to create a great customer experience you need enthusiastic, motivated people working in the front line of your business. I don’t think anyone would argue with that statement. That makes me wonder why so many managers exhibit behaviours that are very... by Graham | Oct 3, 2011 | Customer service
This tip is for senior managers. I have met, worked for and with a lot of senior managers in my time. The ones that I have the most positive memories of are those who recognised that what went on at the front line of their business was the most important activity in... 