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Time to ditch the annual customer service training day?

By Stephanie Edwards Should we move on from the one-day customer service training course? Although e-learning, in various forms, has been around for many years, it has begun to be seen as a primary method of developing a workforce. It has come of age. Many think that e-learning can now challenge classroom-based learning on equal terms. So is it time to ditch the annual half-day or one-day customer service training course that... read more

Revolutionise Your Customers' Experiences and Transform Your Organisational Culture By Developing Your People

The festive season is a time when we think of others, show we care, and ensure that our family and friends know they are appreciated. It is a great motivator, and with 2012 here, perhaps we should also consider what we can do for our employees to show them, too, that we care about them and want to make their working lives fulfilled. I have worked in both the public and the private sectors, and for me, one thing that always... read more

2012 Olympics - World class service fit for champions and visitors

Opportunity or threat to the UK Economy, will we be prepared to offer world class service to visitors in 2012? Preparations for the London 2012 Games are on track. Construction of the main venues and infrastructure in the Olympic Park is well underway. There is no doubt that the surrounding area will be transformed and that the Games will leave a legacy which will benefit many aspects of life including sport, culture,... 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

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