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Mere decades ago, customer service hardly rated a mention when talking business – it was simply a given. Today’s vastly different consumer climate demands that all business owners are sensitive any ruffle in the customer service fabric. Where previously, customer service was what people did, these days the value of delivering better customer service is [...]
In the nineties and ‘noughties’, a notable change crossed the business landscape. Where previously employees were either formally trained with University degrees or trade qualifications, or alternatively trained on the job, it soon seemed that almost every role had transitioned to requiring certificate education. So began the Rise of the Certification. Was it a case [...]
Perception may be everything and while first impressions might count, when it comes to customer service perceptions and impressions play just a part in the whole performance. A polished presentation will not impress if you do not ask the right questions of your customers. Here’s why. Being a customer is a role in an unscripted [...]
Recent global surveys on customer service have revealed some valuable insights into customer expectations. While on the ‘complaints’ list in almost all cases were rudeness, long telephone hold practices and disinterested staff, a more challenging issue was raised regarding customer ‘expectations’. But one customer’s idea of customer service might differ markedly from that of another. [...]
In spite of serious economic woes affecting many sectors across Australia, the number of major retail outlets opening “flagship” stores continues to rise. As hordes of customers rush through their doors on opening day and keep coming for weeks, how can you, the existing business owner, respond and reclaim your customers?
Customers can be very sneaky sometimes, often trying to weasle a special discount out of your business that is completely not warranted. Find out how to deal with discounted driven customers.
When social media hit the marketing world some retailers held back, but now there seems to be a change in the tide with retailers honing their social media skills and using it to their full advantage. Find out how and why you should be using social media to reach your audience.