Today National Customer Service Week draws to a close and I’d like to share my final service tip “Quality”. Quality goes hand in hand with customer service. I have had the pleasure of being responsible for our ISO 9001 certification and truly recognise how important it is to provide a framework of continual and never [...]

This is a guest blog post by Dave Chaffey who is CEO and co-founder of SmartInsights.com, the digital marketing advice site.  He is a  consultant, speaker and author of 5 acclaimed books on digital marketing including Emarketing Excellence and Internet Marketing: Strategy, Implementation and Practice. To help develop your digital strategy Smart Insights have created these free online marketing [...]

Day 4 of National Customer Service Week and I’m surrounded by a buzzing team of super and star themed heroes. Two weeks ago I made it clear to everyone that a fancy dress day in celebration of excellent customer service was the plan and I am not dissapointed. In fact, our research and development team [...]

Day three of National Customer Service week and the fun continues. Today the voting begins for the service superstars of the year. My tip for the day is to measure service. Measuring is itself a challenge, but the most important and potentially difficult part of measuring service is deciding what is most important for your [...]

This is a guest post by Mark Ellis. Find out more about Mark by following him on Twitter or connecting on LinkedIn   Working at the coal face of customer service for many years I have seen examples of the good, the bad and the ugly of customer service, then again, haven’t we all? All [...]

Day two of National Customer Service Week. Today’s tip is ‘Training’. My customers are not just our huge client base, but also the people that I am focussed on training and leading each day. To provide Raving Fan service you need a team of people with a Raving Fan attitude and a solid level of [...]

Today marks the start of National Customer Service Week. This year we have upped the ante at UKFast and there are a host of activities taking place. I am blogging each day with a focus on one of my top 5 service tips. The focus today is ‘engage’. This is my most important tip. You [...]

This is a guest blog from Ronnie Brown, Marketing Director at Outside Line. Consumers are using social media to share, complain, praise and recommend on a daily basis. The vast majority of customer service issues occur and are dealt with via “closed” channels such as the phone, email, etc. These issues are below the waterline [...]

Today’s blog title is a classic quote that I’m certain most people will smile knowingly with. I’ve been a project manager at a big corporate and I’m currently in the middle of directing a new musical so I know all about planning. Sometimes it’s fun, sometimes it’s boring, sometimes it feels pointless, but the bottom [...]

No one can buy more time. To quote William Shakespeare “Defer no time, delays have dangerous ends”. We spend years of our life in ‘training’ as we pass through various schools and colleges. Finally, we land ourselves a job and in many cases the training stops dead. You may find half-baked training plans or a [...]