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... by Graham | Jul 20, 2012 | Customer service
This is the fourth in a series of blog posts – if you are coming to this one first, may I recommend that you take a look at 1, 2 and 3 as well! You have agreed, set and communicated the standard that you wish your people to work to, and you have measured or... by Graham | Jul 16, 2012 | Customer service
OK, so you have agreed and set the standard for your team, and communicated what is required to everyone. The whole team is on board and you are looking forward to success and happy customers coming back to you. The next step is to monitor the performance of your... by Graham | Jul 12, 2012 | Customer service
Right, you have set and agreed your standard with the people who have to deliver it, now the next step is to communicate it. I have worked with, and been served by, countless people who seemed to have no idea of what standard of service they were supposed to be... by Graham | Jul 10, 2012 | Customer service
Monday July 2 saw me heading off on the early East Coast train from Peterborough to King’s Cross to travel across to Gatwick Airport, en route to Montreal for a break with some great friends and my ‘adopted’ family. The cheery train guard on the... by Graham | Jun 29, 2012 | Customer service
Much has been written on the subject of Performance Management. In my opinion, Performance Management is about getting a group of people to unite and create a great experience for customers. However, much as I dislike the word ‘process’ – there has... 