Our thinking on the customer service experience

Private and public sector organisations both face a constant service challenge: to understand, meet and exceed the demands of their customers, whilst also improving business performance and controlling costs.

Our thinking presents videos, articles and discussions on the issues, case studies tools, techniques and key lessons that organisations can learn from in their journey to improve the customer experience and put service first.

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When does an organisation's culture prevent learning?

The way an organisation listens to, and learns from, customer feedback and complaints makes a definitive statement about whether it has a culture of continuous improvement that puts customers first.
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Human factors: how complaints psychology affects business performance

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.

This article was featured in SOCAP Australia's Consumer Directions magazine • June 2015

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Key image by Hilary Clark from Pixabay

Improving service performance: why complaints hold the key

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.

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