by Shilpa Asnani
16 March 2010 08:05
The International Customer Service Institute will run a regular Q&A session with internationally recognised service quality experts. The first of this series is with Kate Dickens, who has over 17 years experience in service quality and business excellence, and has just completed her second book on Service Excellence.
When we hear the term Service Excellence do we really understand how this differs from good customer service? What are the transitory steps an organisation must undertake before they can deliver Service Excellence? Visit our Learning Section and discover what Kate had to say when interviewed by TICSI on the subject.
Click for full interview with Kate Dickens
Shilpa Asnani
Service Quality Executive
The International Customer Service Institute
by The View of the Osprey
16 February 2010 11:01
There was a time when not very long ago when it was usual to be greeted in a retail outlet with words like
Good morning sir/madam how can I help you today?
This clearly implied that the greeter recognised the importance of the occasion, had reasonable manners and was willing to put themselves and their expertise at the disposal of the potential customer in helping them to arrive at satisfactory conclusion of their needs, and is above all an open ended question likely to create a response which engages the customer and the retailer.
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by Robert Keay
01 February 2010 10:14
Human resources are one of the most important assets of a firm which act as its long term competitive advantage. It is the employees’ knowledge which puts the firm in a competitive position. In order to keep employees engaged at the work place and to ensure employees apply their knowledge in innovative and progressive ways for the organisation, a system for reward and recognition is usually put in place.
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by The View of the Osprey
06 January 2010 14:13
This is the first of a regular series of blogs written to shine some light into some of the dark corners where both poor and good service is hindering or helping the customer and thereby damaging or improving the performance of the organisation. Much will be founded on the basis of personal experience and it would be good to uncover whether these observations are widely shared. So if they strike a chord with you please let us know.
Buttons, Messages and Music - It isn’t working!
It seems impossible to call any organisation on the telephone without being first of all told via a recorded, usually female, voice that
“Your call may be monitored for quality and service training purposes”
or words to that effect.
A decade or so ago those of us aware of the importance of service quality and interested in its continual improvement were heartened initially by the emergence of this activity, for here was a genuine source for researching the customer’s experience at their interface with the organisation to provide a deeper understanding of the needs of the customer and the competence of the staff in fulfilling such needs.
So after 10 years of listening to these messages the message back to them is…
IT ISN’T WORKING!
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by Barry Judge
06 December 2009 11:12
Digital media is profoundly transforming consumer behaviour and traditional communications models. While creating new opportunities, its influence has been accelerated by not only the proliferation of hand-held devices, but also the speed at which these devices allow the user to connect, send and receive messages, images and videos. Apple claims up to 30 frames per second for its 3GS iPhone, which is the same as a high definition television!
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