We can’t survive without our customers. Whether they are external or internal to our organisation, they are the very reason for us to be where we are, and provide the means for our organisations to continue – whether it be financially or as a footfall through the doors of our organisations.
However, is the customer always right? Some customers can also be very challenging in their approach and behaviour, and can take up an inordinate amount of our time and that of our staff. How we manage our complaints can actually help us to deliver improvement and affect our organisational culture in a positive manner.
How customer focussed is your organisation? Good customer service is essential and and will help you to stand out from your competition. Managing customers and their expectations are important parts of this in order to ensure that you can fulfil your promises to them in a realistic manner. First impressions very much count, but don’t underestimate the impact of continued good customer service within your organisation.
David has had extensive experience of customer service……on the front line and also in a management capacity as a Section Head corporately leading on Customer Service. Feel free to contact him for a no obligation discussion concerning what customer service improvements could be beneficial to you. Procedures, policies, training, coaching / mentoring, professional standards / bodies, performance measurement, compliments and complaints management, customer research / information, and project management are all areas that can be discussed.
