Category Archives: Customer Service

Some Service Blind Spots

Everybody talks about how critical service is in differentiating you from the competition. Unfortunately for many businesses this is just rhetoric rather than reality. Below are some of the more frustrating service blind spots. The call centre script. This is a huge source of frustration for many people. The call centre operative is working with… Read More »

How Good Is Your Front Of House?

One of the most interesting parts of a consultant’s job when visiting different organisations is seeing how strongly the way they organise their reception and switchboard, revealing how customer centric the wider business actually is. Firstly a generalisation, that unfortunately contains a real truth. Outsourced reception facilities do not perform as well as wholly owned… Read More »