Strategic Futurists; Value Systems Specialists

Events

Getting Customer Service Right - EastLink - International Year of Solutions

Thursday 20 January 2011

As promised, the wash-up to my experience with the toll-road operator Eastlink and what I regard as a pretty poor approach to Customer Service. However as I am treating this is the International Year of Solutions, I'm not complaining without making suggestions for improvement, which I have done

You can download the document here - pretty straight-forward though in putting it together, surprisingly longer than expected.  They key takeaways for everyone with a customer service focus: don't claim you've done something you haven't; make it easy for customers to take the steps you want them to take; 'dear customer' is insulting - use their names when you want them to do business with you.


See more events...

Keep informed - Sign up

Look ahead for your business - sign up for your exclusive updates.
name

email address

Events

Employee Engagement Beyond the Workplace
Thursday 1 August 2019
My most recent long term client contract had me specialise in Employee Engagement, something I'd done consistently at the Senior and Middle Managers level. But this client need was across the board and at a time when major changes were occuring.
Read more...
Social Issues Hackathon co hosted by Casey and Dandenong
Friday 26 July 2019
Great to see some quality collaboration between the City of Casey and City of Greater Dandenong aimed at addressing or tackling Social Issues and importantly bridging the divide between 'our area' and 'their area' artificial boundaries. Well done to both Councils
Read more...
Beyond VUCA - the VUCA Squared concept
Wednesday 10 July 2019
Most people who've been involved in planning and strategy development will have heard of VUCA - Volatile, Uncertain, Complex, Ambiguous. Emerging out of the US War College in 1987, it's come to be more widely used by consultancies aiming to at least 'sound smart'. But that's not the main problem with its usage
Read more...