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Tag: 35

Writing A Knock Your Socks Off Service Culture Plan

One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity...

Good Listening Is The Key

Customer Service is all about listening. According to Bernard Ferrari, author of Power Listening: Mastering the Most Critical Business Skill of All, good listening...

Customer Service With Passion and Principles

In 1979, long before customer service came into vogue, I designed the world’s first customer service training programme. I felt that if organisations would...