Here’s a true story involving a broken glass door, a tradesman, and two disappointed customers. Recently, an unfortunate incident happened at home. Our glass sliding door broke, an apparent safety and security hazard which required immediate attention. We called up a glass company at once. One promptly answered and gave us the option of having the door fixed the same …

How would you face an upset customer? Or if you’re the business owner or manager and you rely on your staff to resolve customer complaints, how do you know it is done successfully? Do you have an effective complaint management system in place in case of problems or breakdowns? As a growing business, you will inevitably receive negative feedback or …

A complaint is like an expensive piece of diamond jewellery concealed in an old newspaper. If you knew what’s hidden beneath the aged yellowish newspaper, you would be too eager to unwrap it. But seldom do people see beyond the ugly mask most complaints wear. Once you see the value that complaints add to your business, you will begin to …

I attended a local solicitors’ office this morning and upon arriving was immediately impressed with the appearance of the reception and waiting area. The receptionist greeted me warmly and instructed me to sit and wait for the solicitor to see me. Unfortunately, it was from here that it went downhill. Although I was right on time for the appointment, I …

Practicing excellent customer service is a very important factor in effectively running a business. It is vital as it is all about the people who help your business to function… your customers! They are the backbone of any organisation as they provide stability and are the main resource the business depends on to be able to operate. Without them your …

As retail businesses struggle to compete with on-line stores business owners are faced with the challenge of coming up with new and innovative ways to encourage shoppers through their doors. The advantage that retail owners have over the internet is good old fashioned customer service. Below are the fundamentals of providing consistent customer service: Greet the customer – a warm and …