” ‘We invite you to experience our world class facility and five star service!’ How often do we see these words in marketing campaigns, websites and brochures of hotels and resorts? Photos of the sun going down over the ocean, bubbling brooks, white fluffy towels, sun lounges and a chilled glass with bubbles rising to […]
“So often a business’s focus is on customer service—that which is afforded to customers. However, just as important is ‘internal customer service’; service afforded to each team member from their peers and management. Is there a link between engaged customers and engaged team members through service?” Read the full article here. First published in The […]
“What sort of etiquette should be observed when we leave our jobs? It’s something that few of us consider, but with Australian school leavers set to change jobs an average of 17 times throughout their lives, the art of the workplace exit is likely to grow in importance.” Listen to the full interview here. Interview […]
“Today’s customers differ quite markedly from customers in years gone by, the most obvious difference being their expectations. They are exposed to a broader range of products and services from a variety of businesses, both brick and mortar and online, making them far more savvy and subsequently more demanding. Despite this cultural shift, one thing […]
“As the holidays approach and we feel invigorated to face the final weeks of the year, for many businesses this time means hiring casuals. In a few weeks there will be school leavers, holiday backpackers and others who will be seeking employment over the coming months. So how do you prepare your team for them […]
“It doesn’t matter what industry your business is in, the relationship between your customers and your frontline and management team determines your success…” Read the full article here. First published in My Entrepreneur Magazine, May 2015.
“At some stage many of you will stand at the front of the boardroom table and present to Directors, Senior Executives or Stakeholders. This is your moment to ‘shine and share’ your research, ideas, project updates or even financials…” Read the full article here. First published in The Business Woman Media, April 2015.
(Gold Crest Security and O.O.P.S. partnering to deliver excellent customer service outcomes) Cast your mind back for a moment. Picture yourself standing in a line waiting to gain entry into the Disco or hot night spot at the time, where your only chance of gaining entry was being judged by a bloke or maybe two […]
“Mystery Shopping”(1) is a concept that has evolved over recent decades both in Australia and abroad as a key tool in facilitating enhanced business performance and in particular improved trading. Central to most programs is a concern with “Customer Service”. Variable levels of customer service have been established to rank highly with differential pricing as […]