Getting Customer Service Right – EastLink – International Year of Solutions
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.
Your Advanced Organisational Strategy events coincide with a specific need for your business and lead to excellent outcomes. These events are customed tailored to help you solve an organisational challenge or to answer a key exploratory question for you. The AOS focuses on two main objectives – to create a specific ‘How to’ for solving…
Read More >The idea behind Innovation is to create something new, that has yet to be conceived. A lot of the times that requires Counterintuitive thinking and that can be a very difficult challenge because it needs to break the habits in our thinking styles. For me the essence of being a futurist is the essence of…
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