by Graham | Sep 8, 2011 | Customer service
When I used to work in front line customer service professional roles it used to make me very angry and frustrated when my manager ignored my efforts. I was once unfortunate enough to have a manager who did not believe in praising her staff as they were ‘only... by Graham | Sep 5, 2011 | Customer service
One of the most important parts of being a manager is that you need to be a great role model for your people. One of the best people managers that I ever worked with would always go and work ‘on a till’ in the front line for an hour or so every day. She... by Graham | Sep 1, 2011 | Customer service
If you are managing a team of customer service professionals, make sure that they have a standard to work to, and that the standard is achievable. What is the standard behaviour for when a potential customer walks in to your establishment? How do you encourage... by Graham | Aug 30, 2011 | Customer service
If you are the direct manager of a front line customer service team, make sure that you have some meaningful interaction with each member of your team every day. You could walk round in the morning, or at the start of the shift, and ask everyone how they are. It... by Graham | Aug 25, 2011 | Customer service
I have met many managers in the thirty-eight years since I started work. Some of them have come up through the ranks of the company they work for and have an understanding of the front line of the business. Others are university graduates who sometimes have no more... by Graham | Aug 15, 2011 | Customer service
Last year I started my own professional speaking and training business and began writing my first book. In order to promote myself and my business I joined the national U.K. breakfast networking group 4Networking. One of the many benefits of this group is that... 