Customer on Hold – Time to Get Your S**t Together!
I’ve just read a report that focused on how the need for speed is a key driver in the ever-changing face of the customer service game. According to Forrester research (www.forrester.com), 73% of people say that having their time valued is the most important thing a company can do to provide them with great service. […]
Offer a Choice and Influence their Decision
Last week we identified some of the customer service challenges we all face as technology advances, interactive and automated platforms increase and improve and our customers expectations are raised ever-higher. But if we’re all using similar tools like social media, apps, live chat, forums etc. then it very quickly becomes the “norm” for customers. The […]
Happy Chickens Lay More Eggs
Have you had an influx of new customers lately? Are they knocking your door down? Are your phones ringing off the hook with new business? No? Well, let me ask you. How happy are your customers? You don’t know? Let me tell you, you would know if they were happy. You’d know because you would […]
Little Things That Can Make A BIG Difference
No, I’m not talking about myself although us “five-foot-somethings” are useful and effective little people! I’m thinking something more along the lines of the Tesco related strapline of ‘Every Little Helps’ – and here at FIT we are real advocates of those 1%’ers that add up to making a 100% difference in your business. This […]
We’re recruiting…very special trainer required
You know what we’re all about here at FIT – we’re passionate (some say obsessed) about peoples’ potential! Our team of talented consultants have all truly walked their talk, from entry level upwards within the call & contact centre industry and their collective experience spans over a hundred years – so the team really do […]
Brexit and the Customer Experience – What Now?
At the ripe old age of 53, I’m old enough to have experienced many “boom and bust” periods in the UK economy – house price rises and crashes, stock and share indexes up and down like a brides nightie, inflation and deflation, strong and weak currency, credit boom and crunch, rising wages and wage freezes, […]
What’s Your Definition of Great Customer Service?
Pondering on this, as I often do in my line of work, I decided to use Google to investigate what people in UK business consider to be the definition of great customer service. Bizwatchonline came up with: “Excellent customer service is the process by which your organization delivers its services or products in a way […]
Thumbs Up to Millennium & Copthorne Hotels – We’ll Be Back!
Most of you know how passionate (some say obsessed) I am when it comes to customer service in this country – and you also know I’m on a mission to both name & shame, as well as congratulate & big up those organisations that act as good and bad exemplars in their field! So this […]
Well That’s Just Rude!
During our travels we come across a lot of examples of outstanding customer service – so it always comes as something of a disappointment when we discover others (thankfully in the minority) that defy all best practice rules leaving you wondering; a) how those individuals ended up in a customer-facing role b) how those companies […]
I Don’t Trust You!
‘People buy people.’ We’ve heard it all before. We know that people buy from people they know, like and trust before throwing cash and custom at someone who has never invested in forming a relationship with them. The objection we all have to face head on when in the process of winning customers is the […]
