How to Improve Customer Service without Increasing Costs?
Having gone through many of my own and borrowed definitions of Customer Service, after 12 years of consulting and teaching Customer Service, I'm more and more coming to the conclusion that customer service is "thinking about someone else", or "being mindful about another human being" — the focus that helps business to easily see free or close-to-free opportunities in improving Customer Service.
Stop Managing Clients. Manage Your Company First
Every Customer Experience Conference tells you how to manage your clients via better CRM systems or more digitilization. However, before you start managing your clients, maybe you should give a closer look to your company and especially your leadership.
How to Improve Customer Service Based on Values
The majority of companies have their Customer Service as a department or 'part of value proposition' as we would say in the business school. What I teach and believe in — is completely different.