Customer Service Blogs and News  »

Articles written by the directors of Customer 1st

Customer Service Blogs

E-Learning for Customer Service: Achieving Participant Buy-in

New recruits joining organisations in the next few years will have eLearning expectations when undertaking various forms of training or updating - so organisations must respond now to meet this demand in the future. Customer Expectations Becoming Customer Demands Customer satisfaction in the UK is running at 74% - but the UK Customer Satisfaction Index 2009 - shows that many customers' needs are still not being met.... read more

5 steps to building a better relationship with B2B customers

Stephanie Edwards explores the typical deficiencies of customer service encountered by B2B customers - and how to rectify these shortcomings. Firstly let me emphasise that, whatever your job role in the business to business arena, you have customers. Whether they are external, an end-user, perhaps a large retailer or an internal customer, such as a colleague in the warehouse or in the procurement office, they are all... read more

MTN - A customer service success story

Customer 1st International provides MTN Africa with online Awards in Customer Service The MTN Group, Africa's leading cellular telecommunications company, is not only the largest telecommunications company in Africa but also has a presence in 22 countries in Africa and the Middle East. MTN Nigeria (MTNN) is part of the MTN Group; MTNN has steadily deployed its services across Nigeria. It now provides services in 223... read more

12 ways to ensure your internal customers look after your external customers

One key leadership task is to create an environment in which your people can become passionate about your vision. Fortune magazine identified in the 'Top 10 Best Companies to Work For' that when employees were asked why they loved working for the best companies they didn't mention pay, reward schemes or advancing to a more senior position. In addition to ensuring that staff enjoy varied, interesting... read more

Reviewed: Best Practice Guide for Customer Service Professionals

Review by David Parsons, Chief Executive, Institute of Customer Service I wholeheartedly recommend the Best Practice Guide for Customer Service Professionals (2nd Edition) to any organisation or individual wanting to work to the new National Occupational Standards in Customer Service. The Guide delivers - in a user-friendly and activity-based style - the underpinning knowledge needed to achieve one of the UK's level 2... read more

The pursuit of customer-centricity: What are service leaders - and where can I find them?

In the second part of her series exploring best practice in customer service, Stephanie Edwards looks at the challenges in defining and locating customer-centric leaders. Last month, I talked about service leaders and managers who can make or break an organisation's values (see The 10 strategy tenets for developing a customer-driven workforce). I intimated that a leader who successfully creates a customer-focused culture... read more

Reviewed: Best Practice Guide for Customer Service Managers

Review by Dr Ted Johns, Chairman of the Institute of Customer Service When Customer 1st International published their inaugural book, a Best Practice Guide for Customer Service Professionals, I thought they would be hard pressed to repeat the exercise. It's often said that most people have a first novel in them - all they have to do is fictionalise their lives - but the real challenge is to supply a follow-up, and... read more

The 10 strategy tenets for developing a customer-driven workforce

Developing a customer-driven workforce is one of the key roles of customer service leaders and managers - but how can they successfully achieve this? In the first article in a new series exploring best practice customer service, Stephanie Edwards starts with a strategic look at the topic, outlining the 10 components of customer-centricity. Turning a customer service strategy into reality is a key challenge for organisations.... read more

6 ways to transform your customer service

Customer satisfaction in the UK is just over 70% Staff need to be enthused about good customer service Many businesses find service excellence elusive, impacting reputation Good and bad customer service has an emotional impact Customer satisfaction in the UK is just over 70% but the UK Customer Satisfaction Index 2009 shows that many customers' needs are still not being met. We may mull over... read more

1 2 3 4 5