The customer’s role in superior service

The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote (www.janenorthcote.com) whose take on superior service recognises that it's a two-way transaction. Jane writes: Customer service is traditionally regarded as an attribute of a company: Waitrose provides 'good' customer service, an electronics discount  store provides 'bad' customer service. Equally, however, … Continue reading The customer’s role in superior service

Five simple things that deliver superior service

Delivering superior service requires organisations to develop five essential capabilities in their service organisations. These are all straightforward: getting the basics right, making a personal connection, focusing resources, flexing the rules and going the extra 'mile'. In setting up this blog I initiated online discussion fora in the [now defunct] Ecademy and LinkedIn business networking … Continue reading Five simple things that deliver superior service