You've probably had to deal with this customer more times than you would like to admit. They are very dangerous and before you know it, they can do more harm to your business than any other customer.
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Is your business located in the City or the Country? Read on to find out why country based businesses provide a better level of customer service than city based businesses.
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Did you know there are 7 Mistakes that businesses make that stop them creating a culture of service excellence? Read on to check if you make any or all of them and what you can do to never make them again.
Read MoreRelax. Here are 17 things you can do to kick off 2017 the right way. No thinking required - just do.
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If your business goes into overdrive around the festive season, it can be tempting to allow your customer facing staff to turn into robots. Most customers loathe having to queue and if staff are only concentrating on speed, this will quickly see them forget to be bright and friendly and before you know it, you have grumpy customers and grumpy staff.
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Today I had a fan-bloody-tastic Customer Service Analysis (CSA) meeting with a potential new customer. When I started my business Lightbulb Training Solutions, I wanted to work with employers who “Got IT”. What is IT you say? Well, my potential new customer summed it up in 2 words – Tom O’Toole.
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At 5.45am this morning, I stumbled out of bed and got myself to a 7am breakfast event run by the Geelong Chamber of Commerce. After I found the coffee machine and inhaled 2 cups of the good stuff, I somehow managed to sit at the wrong table. I was having a great chat to some really lovely people and then was advised of my seating error. I waved bye bye to my news friends and relocated to my appointed table.
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I took 18 months and was fun and challanging and frustrating and in the end, very rewarding. Rewarding to now know that it is doing what I wanted it to do. Raed on to find out why I had to do it and how it might just help you.
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I love my morning coffee but more than that, I need my morning coffee. I have been known to front up to Geelong coffee shops with a sincere look of desperation and although I try to be pleasant, I’m sure I probably sound like Darth Vadar giving orders to the Storm Troopers.
Whilst I wait for my coffee, I can’t help but assess the overall customer experience of every customer in the shop. I can’t switch off my customer service radar – it’s in my DNA.
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Chocolate Sauce Appreciation? Cat Stylist Apprenticeship? Crocodile Snap Assessment?
What is a CSA?
Customer Service Analysis. A way for you to confirm that your business has the 3 key areas covered that educate and motivate your team to provide consistently excellent customer service. The CSA will help you to create a team of Customer Service Professionals.
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I am a Service Excellence Coach and passionate supporter of the many fantastic and truly dedicated customer service providers in any industry who day in and day out, work hard to provide great service to their customers. It can be a tough job as not every customer will be a delight to interact with and some customers can be quite difficult. I became a difficult customer recently and it was in response to some very poor service.
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At Lightbulb Training Solutions we know and our customers agree, that for staff to provide consistently excellent customer service to their customers and each other, no amount of policies and procedures will make it happen and one training session is not enough. To create a culture of service excellence, every employee at every level requires access to a comprehensive and customised service excellence program.
With this in mind, we created a 6 step ACTION process that provides businesses with a range of training options that both educate and motivate staff at all levels, to work together in harmony (yes it's possible) and provide consistently excellent customer service.
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For many businesses, following up after a sale or any kind of customer contact is something often considered an optional extra in their service provision. Many businesses encourage their staff to simply provide the customer with what they came for, and let them go on their merry way once they have got it. The priority after this is to go ahead with doing your job in respect to other customers.
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Staff who interact with customers should be the Superheroes of a business BUT, even Superheros have to control their super powers. Read on to find out how to put some shhhhh into your Superheroes - or risk them turning into "Super annoying" in the eyes of your customers.
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