Our thinking on the customer service experience

When your customers just aren’t coming through the door, how can you still build trust and create a positive customer experience for them? And where does a chocolate cookie fit into the picture?

DoubleTree by Hilton took an innovative approach when facing the COVID-19 pandemic.

As organisations continue investing in online customer service, how can you avoid 'own goal' service delivery failures that undermine your business case for self-service?

Not the customer experience you'd expect from a premium hotel, but the results of approaching five leading providers in Sydney, Australia as potential training venues. What lessons can we learn about the critical role of front line staff in generating sales by creating a positive customer experience?

How do customer emotions affect the way an organisation should respond to customer complaints? Psychology research can help us with the answers to this question.

An employee's attitude can create a stellar customer experience. This New Zealand Local Government case study describes how one person's dedication and commitment created an exceptional customer experience.

Customer service managers seeking to improve customer service performance need to consider whether to change their strategy, processes, structures, technologies or their organisational culture.

In this article, we look at the practical steps needed to improve customer service performance – and why complaints hold the key to achieving rapid results.

Whether the pressure comes from customer feedback, outside organisations, elected politicians or budget changes, it’s clear that Local Government faces constant demands to keep the standards of services high and demonstrate good value for taxpayers’ money.

So how does a council raise its customer service game and improve its customer service experience when it has fewer options available than the private sector?

When a bereaved airline customer's needs don't fit your processes, should we prioritise processes or humanity? Here are three lessons for managers to learn about bringing humanity to their call or contact centre.

Simple attention to the basics of customer service can achieve spectacular results. In this case, FedEx delivered customer delight, as well as a parcel.

Following a UK bank being voted the most complained about provider, its CEO stated that being "socially useful" was a way to rebuild customer trust.

A more basic requirement is addressing the process failures and disconnects that create poor customer service. This case study of a UK bank's customer service failure illustrates what it's like dealing with failed processes.

With conflicting reports on its value to organisations, how can leaders decide whether social media is something that really matters when prioritising budgets for complaint management?