We Are All Customers Too

We buy products and services and we walk away feeling either satisfied or dissatisfied with the service we have received.

We know how we feel when we receive excellent or not so excellent service.  How many times have you walked away and thought “Wow that was amazing” or perhaps “That was terrible”.

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Your Customers Journey from A - Z

Delivering excellent customer service should be the focus of your business and at the forefront of your team’s minds.  In order to support and encourage your teams they need to be continuously reminded of the importance of service delivery excellence.  You can do this by using different communication channels ranging from on the job coaching to team briefings or Customer Service Training in the form of Customer Service Workshops.

I’d like to share an exercise from one of our Customer Journey Workshops that is very well received.

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Take the Aviation Approach


Ensure consistency within your teams and adopt the aviation approach

Airline crew are known for high standards of customer service delivery and customer care.  Crews from day 1 are trained in all aspects of safety and service with the emphasis on building relationships with customers.   Of course not all airlines are as focused.  However those that are, are usually our preferred choice of carrier.  Having flown as cabin crew for many years I’d like to share with you how standards are consistently maintained. 

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Improve Your Speaking Power

The way that you transmit verbal messages over the phone to your customers has a major impact on the level of service you provide. Your entire message is communicated through your choice of words and tone of voice. 

If the customer can’t understand you because of jargon used they will be confused and may switch off.  If customers feel you are abrupt with them it will make them feel that you are not interested in them.  If customers feel you are preoccupied by what you were doing before they rang (i.e. continuing to type/rustle of papers) they will feel they are an interruption.


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If you don't look after YOUR customers someone else will!

How can you ensure that your employees are giving YOUR customers excellent customer service?  You can’t be there all the time and even if you were, you wouldn’t want to be on their heels…and I’m sure they wouldn’t want you to be either.  Giving an excellent service is paramount because the customer is the most essential part of YOUR business. 

Customer Service is dependent on the following:

  • Customer service policies & procedures
  • Customer Service Training offered
  • Motivation
  • Attitude & behaviour

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What do YOUR Customers experience when they visit your business?

Customers will judge their experience on the amount of attention that they receive? 

The more attention the customer receives, the greater the level of customer service.   I’ve 2 recent experiences that I’d like to share with you:

Last month I went to buy a few groceries.  On approach I noticed the staff member at the till was staring out of a window.  As I placed my items beside the till there was no warm welcome, no smile, no eye contact or hello.  The staff member continued to look out of the window until all the items were in place and then turned around to put them through the till.  Still with no acknowledgement or smile I heard “£38.30”. 


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“Behaviour Breeds Behaviour”

Don’t let your emotions get the better of you!

If someone is displaying negative behaviour, ensure you don’t fall into the trap and emulate the same behaviour.  Sometimes this happens without us realising as our emotions take over and get the better of us.

I’d like to share the following customer service experience with you.  Recently we had a family day out and enjoyed a visit to a “town market”.  Whilst looking at some gifts at a stall we became aware of a commotion unravelling beside us between a female customer and the male stall holder.  The customer appeared to be making a complaint about a gift she had bought that had just broken.  We heard the customer informing the stall holder that the item shouldn’t be on sale and that she doubted it complied with safety standards. The stall holder was immediately defensive and said there was nothing wrong with that item or any other items that were available to purchase.   An argument erupted.


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7 Steps to Memorable Customer Service

Picture a customer entering your business.  They wander around for a while then approach the till where they see a staff member busy doing something with their back turned.  The customer hangs back for a moment.  The staff member hasn’t yet acknowledged them.   After a couple of minutes the staff member STILL doesn’t acknowledge them.  The customer places their items loudly on the counter to attract the attention of the staff member.  Eventually the staff member turns around and the customer is given “a cold look” with no smile or warm welcome such as “Good Morning I’ll be with you in a moment”.   The staff member loudly “sighs” and takes time to stop what they are doing.  The customer immediately feels uncomfortable and that they are an interruption.  The customer is just about to walk away when the staff member says “I was in the middle of something important..” in an irritated tone.  The customer is now made to feel that they are “not important”.   The staff member processes the items in a “can’t be bothered” manner clearly wanting to get back to their important task.

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10 seconds of First Impressions

It really doesn’t take much time or effort to be pleasant to YOUR customers.  In today’s working world we are all busy with lots of different tasks and duties to perform:  deadlines to meet, meetings to attend, emails to send, targets to exceed and so on.  But what about our customers, do we really spend quality time with them? 


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“Chalk and Cheese” of Customer Service

Isn’t it amazing how customer service can differ so much from one store to the next?   Recently, I took my little boy shopping.

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