Customer Service

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Next generation customer service is about orchestrating call centre, e-service, social network and peer to peer communities into single customer journeys that work fast first time and reduce customer effort.

Serving up those experiences are passionate, skilled and empowered brand ambassadors who increasingly link across the silos to join Customer Service, Marketing and Sales under One Agenda.

Team Leaders As Performance Coaches

In my last post on the topic of the changing role of a team leader in Customer Service, I promised more about the skills, daily routines and …Read More

Ever Thought About ‘Selling’ Customer Service?

Here's what the Customer Service industry is missing: a service catalogue. A what? It's like a product catalogue, only for customer …Read More

Team Leaders & Their Changing Role In Customer Service – session 1

Team leaders are a group in transition. The Customer Service Operations they work in are now entering a third phase of existence. Just …Read More

Is A Customer Service ROI Provable?

Is there a plausible ROI To Customer Service? This is a question that has bubbled away for ages and every so often someone has …Read More

Painting A Customer Service Strategy: session 6

This session explores continuity and capability. The first is about staying on track with your customer service strategy even when those …Read More

Painting A Customer Service Strategy: session 5

What are the management implications of trying to live by a customer service strategy? Previous sessions (one, two, three and four) have …Read More